AN UPDATE ON COVID-19 AND WHAT IT MEANS TO YOU

Last Updated 27/05/2020

In response to the coronavirus outbreak, we and a number of our partners are continually updating details of the measures being put in place in line with the Government and Public Health England guidelines.

The situation is complex and evolving, so our plans may change. Please check back here for the latest.

Thank you for your continued patience and support.

Key information:

  • We are open for orders and our standard delivery time is currently 3 days (small items), on Home and Click & Collect deliveries. Most Collect+ and Royal Mail locations remain open but please check before you choose to travel.
  • You can check the delivery date and status of your order by logging into 'My Account' via our website or the App
  • Our standard Approval Guarantee returns window is 28 days. For small items ordered between 1st March and 14th May we extended the returns window to 50 days, subject to meeting all other Approval Guarantee conditions.
  • Our Customer Care team is available to support you with any issues or queries you may be experiencing. As we take measures to protect our team we have fewer advisors than normal taking calls right now, this may mean a longer wait than usual at peak times. We would ask that you use our online support where possible e.g. 'My Account' to check your balance, orders, returns, make a payment etc. and our 'Help & FAQs' to resolve most everyday queries. If your query remains though please don’t hesitate to contact us, we are here to help you.
  • We are committed to helping our customers who have been impacted by the COVID-19 outbreak. If you need temporary short-term financial support because your ability to make your monthly minimum payment has been affected, you can request a payment freeze on your account for a period up to 3 months. Please login to 'My Account''My Account' (not currently available in the Littlewoods App) and follow the instructions at the top of the page.

Payments

I’m having difficulty making a payment, what should I do?

If you have difficulty making a payment, it's important that you let us know. We understand this is a very challenging time so please get in touch with us and a member of our team will talk things through with you.

Call us on freephone 0800 092 9042 Monday to Friday 8am-8pm and Saturday 8am-6pm.

We are committed to helping our customers who have been impacted by the coronavirus. If you need financial support during this time, we can offer you a temporary payment freeze on your account for a period of up to 3 months. To help you make this decision, please review the information below:

  • A payment freeze means we will temporarily delay your minimum payment for 3 months. Interest will still be charged during this time and therefore, your account balance will increase.
  • A payment freeze can help you in the short term, however it may result in increased costs in the longer term. Please only use a payment freeze if you need immediate and temporary financial assistance as a result of the coronavirus outbreak.
  • You can make a payment at any time if you want to, and of any amount that you can afford.
  • If you are experiencing long-term financial difficulties, other options may be more suitable for you.

Call us on freephone 0800 092 9042 Monday to Friday 8am-8pm and Saturday 8am-6pm to discuss the options available.

For more information on the Payment Freeze option please find more information in the FAQS.

If you’re struggling to make your payments due to Coronavirus and need temporary short term financial support, we have a number of online options available. Please visit 'My Account' (not currently available in the Littlewoods App) and follow the instructions in the message at the top of the page.

If you’re struggling to make your payments due to Coronavirus and need temporary short term financial support, we have a number of online options available. Please visit 'My Account' (not currently available in the Littlewoods App) and follow the instructions in the message at the top of the page.

My payment hasn’t gone through, what should I do?

Payments can take up to 24 hours to process and show on your Account. If it has been more than 24 hours since you made your payment, please let us know.

Call us on freephone 0800 092 3444 Monday to Friday 9am-5pm.

Alternative ways to pay

If you normally make your payments via Pay Point, the Post Office or by going into the bank, here are some alternative ways for you to pay:

  • Pay by debit or credit card via My Account. To do this, log into My Account and choose Make a Payment. This is quick and easy, and you can pay by debit or credit card.
  • You can also set up a direct debit via My Account and all you need is your bank account number and sort code.

Orders & Delivery

Can I still order online?

Yes, we’re still open as normal and delivering. We have put safety measures in place and are closely following the Governments advice.

We have made some changes to how we operate in response to the coronavirus outbreak.

Can I still order if I live in the Channel Islands?

Our carriers are still delivering smaller items, but we are currently unable to deliver larger items requiring 2 people to GY and JE postcodes in line with current restrictions.

Can I still receive delivery of parcels?

Yes, we are still delivering both small and large items, but we have made some changes to our services. Details are provided in the questions below.

All our fulfilment colleagues and delivery carriers are adhering to safety measures in place to protect our customers and colleagues against the spread of the coronavirus.

Are delivery times affected?

On smaller items the standard delivery time is typically 3 days, you will be presented with the accurate delivery time for each item in your basket at checkout. We continue to deliver to Home (contact free) and Click & Collect locations.

On most large items, you can book your preferred day for delivery at checkout. Some items, direct from our suppliers, require a little more time and we’ll be in touch to discuss your delivery once its ready. In all cases we’ll contact you before we arrive to arrange a doorstep or safe place delivery to avoid entering your home, i.e. a garage delivery.

For all existing orders you can check the delivery status within 'My Account' via our website or the App.

Where is my order?

Please use 'My Account' to check the delivery date and status of your current orders.

Please see ‘are delivery times affected’ for the latest information on our delivery timeframes.

Are you practicing contactless deliveries?

Contactless delivery is being practised by all our delivery carriers. A signature will not be required.

Small items
Where possible items will be left in your safe place - you can help by ensuring you have updated 'My Account' with the best safe place to leave your parcel.

For items that previously required a signature (or when no safe place has been provided) our delivery drivers will place your parcels on the doorstep, knock and move to a safe distance. They will then ask you to confirm your details.

Large items
For delivery of larger items, we’ll contact you before we arrive to arrange a doorstep or safe place delivery to avoid entering your home, i.e. a garage delivery. Please be mindful of this when placing your large item delivery as you will need to be able to get the order into your home yourself.

Can I still receive delivery of larger items such as appliances or furniture?

On larger deliveries we’ll contact you before we arrive to arrange a doorstep or safe place delivery to avoid entering your home, i.e. a garage delivery. Please be mindful of this when placing your large item delivery as you will need to be able to get the order into your home yourself.

We are unable to offer installation and assembly services at this time.

Are you still offering installation, removal and assembly of goods?

No, to avoid entering your home during this time, added services such as installation and removal are not currently available.

If you have already booked one of these services, we will not be able to fulfil this for you. You will be contacted and automatically receive a refund to your account or to your payment method within 7-10 days.

Can I still use Click & Collect?

Most Collect Plus stores and Post Office counters remain open wherever possible for deliveries and returns. Please check that your local point is still open and safe to use before making the choice.

A very small number of stores are currently closed and have been removed from the list of available stores at checkout. Please check here https://www.collectplus.co.uk/store-locator or Royal Mail at https://www.postoffice.co.uk/branch-finder.

What will happen to my Click & Collect order if it’s already in the shop and I can no longer collect it or the store is now closed?

If you can no longer collect the item
You may receive prompts to collect your parcel but if it's not collected within 10 Days the parcel will be returned to us and a refund arranged back to your account or method of payment within 14 days.

If your Click & Collect location is now closed
If your parcel has already been delivered the store will arrange for the parcel to be returned to us and a refund will be processed back to your account or method of payment within 14 days will be processed.

If your parcel has yet to be delivered, then it will be redirected to a nearby store and you will be notified of where your parcel can be collected from.

Returns

How do I return during this time?

Our standard Approval Guarantee returns window is 28-days. We will replace or refund most goods provided they are returned to us within this period, if they are unused, in their original packaging and with any security tags intact. Please see our Returns Policy 'Help & FAQs'.

Small items

For small items, ordered between 1st March and 14th May: we increased the returns window to 50 days, subject to all Approval Guarantee conditions.

Most Collect Plus stores and Post Office counters remain open wherever possible for deliveries and returns. Please check that your local store is still operating by visiting https://www.collectplus.co.uk/store-locator or Royal Mail at https://www.postoffice.co.uk/branch-finder.

Large items

Please request a return by calling our Customer Service Team within the 28-day approval period to inform us you would like to return the item.

We are now able to offer our home collection service again but there are some temporary changes, please see below for details:

  • You will receive a SMS within 4 weeks of your return request to choose a collection date to suit you – apologies for the delay while we work through previously requested collections.
  • To protect you and our colleagues we are only able to collect from your doorstep or a safe place outside of your home at this time e.g. garage – we will continue to review this in line with Government guidelines and our Partners.
  • You will receive a phone call prior to your collection date to confirm the details – if we are still only able to offer a doorstep collection, and this isn’t suitable for you, you will be able to defer your collection until a later date.
  • For some items one of our suppliers may collect the item directly, when you contact us to request the return we will inform you about this process.
  • Please keep the product safe and adequately protected, the item is your responsibility until the collection has been completed.

Please note: if you have previously requested to return a large item you will automatically be sent a SMS to enable you to choose a collection date to suit you, you do not need to make another request.

Advanced credit refunds will continue to be available for eligible items and orders.

What if I have an item that’s faulty?

You can arrange a return for faulty items via the Returns tab in 'My Account'. Please note, we have made some changes to our returns window and processes in response to coronavirus – see ‘How do I return during this time?’

For Large Electrical items e.g. refrigeration, cooking and laundry
Please contact our partner Pacifica on 0191 338 5641, Monday to Friday 9am – 5pm. The advisor will be able to discuss your available options for repair or return, this will differ by manufacturer. Please note some manufacturers are currently operating a limited service so it may take longer than usual to progress your request.

Missing parts for flatpack furniture
Please email our partner at helpline@ClickSpares.co.uk including details of your purchase and the parts you are missing.

Information to include:

  • Where you purchased the item e.g. Littlewoods
  • Item number and description
  • Details of parts required (preferably using assembly instructions) - description and quantity

Help & Support

How do I track my order, check returns information or make a payment?

You can access this information from the 'My Account' section of the website, or the app is a really easy way to track order status, payment and returns. If you are experiencing any problems, please see our 'Help & FAQs' section where we will be able to answer your queries.

How do I make a complaint?

We’re sorry that you are not happy with our service and wish to raise a complaint.

Here are a couple of ways for you to get in touch about your complaint:

  • Through ‘My Account’:
    ‘My Account Details’
    ‘Account Queries’
    ‘I have a Query’
    and choose the option ‘I have a complaint’

  • Or you can write to us at:
    Littlewoods
    Customer Excellence
    Sandringham House
    Sandringham Avenue
    Chelmsford,
    CM92 1LH

In these unprecedented circumstances it may take us a little longer than usual to get back to you. We really appreciate your patience and understanding. We will respond as soon as we can.

If your complaint relates to your Payment Protection Insurance Policy (PPI), please click here.

To view our Published Complaint Report, please click on the attachment: Published Complaints Report.

To view our Financial Services Complaints Procedure, please click on the attachment: Financial Services Complaints Procedure.

Please see below link to the European Commission's Online Dispute Resolution Platform - https://ec.europa.eu/consumers/odr/.

What will happen if I have an outstanding complaint?

We are having to change the way we work to ensure the safety of our colleagues and it is taking us longer than usual to respond to complaints and queries. However please be assured that your complaint is very important to us and we will respond as soon as we can. In the meantime, we will provide regular updates in relation to the progress of your complaint.

How can I contact you?

Our Customer Care team is available to support you with any issues or queries you may be experiencing. As we take measures to protect our team we have fewer advisors than normal taking calls right now, this may mean a longer wait than usual at peak times.

We would ask that you use our online support wherever possible e.g.

  • 'My Account' to check your balance, orders, returns, make a payment etc.
  • 'Help & FAQs' to help resolve most everyday queries.

If your query remains though please don’t hesitate to contact us by calling our Customer Services Team on Freephone 0800 092 3444, available 9am – 5pm Monday to Friday and 9am – 4pm Saturday. We are here to help you.

How are you protecting your colleagues during this time?

Every one of our colleagues who can work from home is working from home. For colleagues who cannot work from home, we are following all government guidelines and have introduced new measures to keep our colleagues safe on our sites. These include strict social distancing and enhanced hygiene measures.

Coronavirus update from Littlewoods

Delay Payments for 12 months with Buy Now Pay Later when you spend £50 or more

Interest is calculated and compounded daily at a typical rate of 44.9% per annum for the delayed payment period and repayment period and is charged to your account at date of order as a lump sum.

Remember, avoid paying all interest by paying the cash price before the end of the delayed payment period. This can be done in one full payment or multiple partial payments.

1

What is Buy Now Pay Later?
Buy Now Pay Later is an interest bearing option that allows you to delay payments on your purchases for up to 12 months. The delayed payment period starts from the date of order (including pre-ordered items and those not ready for immediate dispatch).

You can choose:
A delayed payment period of 12 months and then a repayment period of 104 weeks when you spend £50 or more.
A delayed payment period of 12 months and then a repayment period of 156 weeks when you spend £99 or more.

How interest is calculated?
Interest will be charged for the delayed payment period and the chosen repayment period.

Interest is calculated and compounded daily at a typical rate of 44.9% per annum for the delayed payment period and repayment period and is charged to your account at date of order as a lump sum. This calculation factors in the planned payments that are requested during the repayment period. Your interest rate is personal to you and will be detailed in checkout.

How to avoid paying interest?
You can avoid paying all interest for both periods by paying the cash price before the end of the delayed payment period. This can be done in one full payment or multiple partial payments.

Making partial payments may result in a portion of the lump sum of compound interest being refunded at the end of the delayed payment period.

Remember if you choose not to pay the full cash price before the end of the delayed payment period any outstanding balance plus the lump sum of compound interest applied at the date of order will become payable.

How do I make a Buy Now Pay Later payment?
To make a full or partial payment simply log into My Account, choose "Make a payment", select "Pay Buy Now Pay Later" and allocate your payment to the specific item(s) you wish to pay off. Alternatively, you can call us.

What happens after the delayed payment period?
If you have not made any payments towards your Buy Now Pay Later, the outstanding balance plus the lump sum of compound interest will be payable across your chosen repayment period. This will now be included in your account minimum payment request each month.

If you have made partial payments, but not cleared the full cash price before the end of the delayed payment period, the outstanding balance plus a reduced lump sum of compound interest will become payable. The repayment amount agreed for the repayment period will remain the same, meaning the repayment period may be shorter than originally agreed.
If you have paid the cash price in full before the end of the delayed payment period, you will not pay any interest.

What is excluded from Buy Now Pay Later?
The costs for delivery, installation services and any warranty and insurance products cannot be placed on Buy Now Pay Later. Buy Now Pay Later availability is subject to your credit and account status.

Do I still have to pay my minimum payment?
Yes, allocating payments to Buy Now Pay Later will not cover the minimum payment for your Littlewoods account. If you have a non-Buy Now Pay Later balance on your Littlewoods account, you will still need to make at least your minimum payment as shown on your statement.