An update from us on COVID-19
21 SEPTEMBER 2021
Dear Valued Customer
Following the announcement by the New Zealand Government where by the Auckland region will be moving to Alert Level 3 at 11:59pm Tuesday 21st September and the rest of New Zealand will remain at Alert Level 2, we want to remind our customers that we are taking our role in containing the spread of COVID-19 seriously and are operating safe business practices to ensure this.
Alert Level 2 – All of New Zealand EXCLUDING Auckland
We have the following options available to help you find your perfect flooring solution; in-store, in-home or virtual consultations.
To help keep our customers and our team members safe we have implemented the following guidelines:
- If you are experiencing any flu-like symptoms please do not visit us in-store or request we come to your home, we can help you with any queries over the phone, provide you with a virtual consultation or alternatively you can browse our flooring range on our website. We will be happy to meet with you once you are better
- For your safety we have contact tracing in place. You must use the NZ Contact Tracer App to scan the QR code when you enter our stores or alternatively sign in manually. When we come to your home we will require you and anyone accompanying you to provide names for contact tracing
- Please maintain social distancing at all times where possible
- As at all other levels we are maintaining routine cleaning and high standards of hygiene and asking all employees to stay at home if they are feeling unwell
Alert Level 3 – Auckland Region
The New Zealand Government has recently announced a move to COVID-19 Alert Level 3 from 11:59 Tuesday 21st September, which means the following for our customers:
We have a Level 3 safe working procedure for installation services in accordance with the COVID-19 guidance and the Construction Health & Safety NZ COVID-19 protocols.
While all our retail stores will remain closed to the public, our sales consultants are available to provide virtual consultations and can deliver samples to your home during Level 3.
There are a number of health and safety procedures that we have set up during this time to maintain the safety of you, our valued customer and our team including health and risk assessments of staff and customers, hygiene measures, practising safe distancing, appropriate PPE and recorded contact tracing.
If you need to contact any of our stores you can do so through our store finder.
We appreciate your patience and your support as we all work through this together to ensure everyone who shops with us and works with us is safe, as well as do our bit to prevent the spread of COVID-19.
Should you have any queries, please do not hesitate to contact us at firstname.lastname@example.org.
The Carpet Court Team
Q. Can I cancel my order and get a refund?
A. We will resume with delivering your order as soon as we are able to resume normal business. As our product is ordered and specifically made for your personal requirements, we are unable to offer full refunds. Please contact us with your order number and we will do our best to respond to your query.
Q. Is my deposit safe?
A. Please rest assured that we will honour all deposits.
Q. I had an installation or appointment booked in the shut-down period, will you still complete this?
A. For all regions in Level 2 we can carry out appointments and installations in-home and in-store. There are a number of health and safety procedures that we have set up during this time to maintain the safety of you, our valued customer and our team including health and risk assessments of staff and customers, hygiene measures, practising safe distancing, appropriate PPE and recorded contact tracing.
We can carry out installations at Level in Auckland. If you had an installation booked for during the Level 4 period our team will soon be in touch with you to reschedule. There are a number of health and safety procedures that we have set up during this time to maintain the safety of you, our valued customer and our team including health and risk assessments of staff and customers, hygiene measures, practising safe distancing, appropriate PPE and recorded contact tracing.
As we operated previously at these Levels we have robust guidelines for installation that are in place to ensure all our customers and teams stay safe.
Q. Can I still request a measure and quote?
A. Yes! We would love to connect with you. For those at Alert Level 2 we can connect with you in-store, in-home or via virtual consultation.
If you are in Level 3 – Auckland we can carry out virtual consultations with you now.
Q. I need to get hold of someone who should I contact?
A. Please email your query to email@example.com and we will respond as soon as we can.
Q. I have a quote from you – will you honour the price?
A. Yes. If you want to accept a current quote please contact us and we will call you back to work this through with you.