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Coronavirus and The Heating Boutique: How we are working

19 March 2020

With the COVID-19 global pandemic continuing to evolve and cause challenges in our everyday lives we felt it was important to provide our customers with an outline of our continuity plans, and reassure you that our top priority is to ensure we continue to provide a high-quality service, while maintaining the good mental and physical health of our teams.

For the most part we are business as usual here at The Heating Boutique, while doing everything we can to ensure the safety of our staff and customers.

We have actioned the following:

  • Our office staff have been successfully working from home since Thursday the 12th of March. This has allowed the customer services team to continue to deal with your enquires to the same standard as they were previously, as well as our web developers and content teams being on hand to fix any technical issues quickly and efficiently.
  • The warehouse team continue to work on-site, but are operating with additional hygiene steps. We have provided flexibility to their working hours to ensure that they are well-rested and to minimise the risk of infection as much as possible.
  • Our suppliers and courier partners are also currently operating as normal. We continue to maintain frequent communications with them to ensure if any issues should arise, we can be proactive rather than reactive.

How our customers may be affected:

There are two areas in which we feel our customers' experience with us may be affected:

  • Our products are manufactured in various locations around the world, and there have been some shipping delays which resulted in extended delivery dates to our customers. We are doing everything possible to minimise these delays and ensure all of our customers are kept up to date with the progress of their orders.
  • Our order returns process is an operation that requires a significant overlap between the office and warehouse staff. With these teams now operating in separate locations, this process has naturally become slower than normal. We ask that if you do return all or part of your order, please could you include your order number or any return reference we have provided. This helps us to identify each return quickly and issue you your refund. If you are affected by the slowing down of this process, we do sincerely apologise and thank you for your patience.

We would like to thank you for your custom, understanding and patience during these challenging times. We hope that the information above answers some questions you may have, but most importantly, reassures you that we are doing everything we can. We continue to act based on Government advice, and will update our blog with any changes that may impact our customers.

If you have any concerns regarding your order and how the pandemic may affect it, please contact our customer services team on 0203 319 6401 or by email at [email protected]

Stay safe and positive,

The Heating Boutique.


UPDATE 24/03/2020:

  • Unfortunately, Kartell UK have made the decision to close all of their UK distribution warehouses and offices until further notice. Therefore all Kartell UK (K-Rad) products will be Out of Stock on the website.
  • Longer lead times are now in place on all Stelrad Radiators, as well as Danfoss, Neomitis and Honeywell Heating Controls. Meaning these products will now be delivered to you in 6 working days.


UPDATE 26/03/2020:

  • Unfortunately, Reina have made the decision to close until further notice. Therefore all Reina products will be Out of Stock on the website.


UPDATE 27/03/2020:

  • Carisa have made the decision to close until further notice. Therefore all Carisa products will be Out of Stock on the website.
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