This is going to be a tough few weeks for everyone, and we know that you might have a few worries, but we don’t want your Photobox order to be one of them. That’s why we’ve put together these FAQs to help you understand how we’re managing the situation with coronavirus, whether it will affect your order, and what we’ll be doing to ensure business as usual. We’ll continue to update this page if and when the situation changes, but in the meantime, we’re with you all the way.
Are you still open, and taking and delivering orders?
Yes, we’re still open. We always want to make sure we’re doing the right thing for both our customers and our colleagues, and so at the moment, our people are either working from home or following social distancing guidance and extra hygiene practices in our factories. We’ll be here, printing your photos and helping you relive your favourite memories as much as we can.
Unfortunately, because of restrictions at borders, some deliveries are taking a little longer than we’d like. But, if we experience any serious problems making your orders or delivering them, we’ll let you know on the website and email you. If we do have any difficulties, please know that we’ll be working as hard as we possibly can behind the scenes to solve them quickly for you.
All of us here at Photobox understand just how important your order is to you – it’s important to us too – and we’re proud of our entire team who are working their socks off to make sure you’re not disappointed.
Why are you still open at this time? You’re not an essential service.
We understand your concerns and we take them seriously. We always want to take the best care of our people and we’ve taken many steps to make sure everyone is safe and supported at this difficult time. Anyone who can work from home is doing so, including our customer service teams. Where our factories need people to make your products, the protective measures we’ve put in place include safe travel, regular cleaning and social distancing.
Anyone who needs to self isolate, or doesn’t feel safe, is at home on full pay. We’re talking to everyone, every day, and working out what’s best for them.
Most importantly, the team is in great spirits, and we feel we can keep them safe.
Are products being made and delivered safely, with no risk?
We’re taking this situation incredibly seriously, and we’ve improved on the already high standards of hygiene within our factories. We’re doing extra cleaning in areas where supplies enter our factories, where your parcels are taken by couriers, and at all other areas where we have lots of contact with products. We’re also reducing or completely stopping cross-contamination by delivery drivers and suppliers.
That being said, we believe that the risk of accidental contamination from one of our products is very low. The latest scientific guidance indicates that the coronavirus can only survive for up to 24 hours on cardboard, and no more than 72 hours on hard surfaces like plastic or stainless steel.
Are your delivery timescales currently affected?
In general, we’re still delivering as normal. We’re afraid that some products are taking a few days longer to reach you than we’d like, because of postal service delays. You’ll be able to see the estimated delivery date once you’re ready to place your order.
If we start to experience serious problems, we’ll update our website and email you if you’ve already got an order in our system.
Can you deliver to someone else?
If you'd like to surprise someone you miss with a photo gift, we'll be delighted to package it safely and send it straight to their door. Just tell us their address when you place your order.
Can my order be left in a safe place, even if I’m supposed to sign for it?
We completely understand that you want to limit your contact with other people. Our delivery services have confirmed that, wherever possible, they’ll leave your parcel in a safe place of your choice.
If you need to sign for a parcel, the driver will follow social distancing guidelines to keep you both safe. This could involve leaving the parcel on your doorstep and waiting for you to collect it, before signing for you. This is so you won’t have to touch the pad - one more way to keep you protected.
Where’s my Photo Book order? It’s taking longer to arrive than I thought.
We’re sorry about that, but your Photo Book should be on its way. We had a few supply hiccups in how we manufacture our books, but we’re delighted to say we’re now back on track and are doing everything we can to get your Photo Books into your hands.