Frequently Asked Questions
During the unprecedented situation of COVID-19 Lyreco remain operational and at your side to ensure that your business is supported. Our teams in our warehouse and our dedicated own driver fleet are working diligently to service key customers in Healthcare, public services, and many other front-line works all over the UK and Ireland, but we also know how important it is during these times to support all businesses no matter where their employees are working.
Opening Hours and Deliveries
Will I receive my deliveries as scheduled?
Our drivers will continue to make deliveries. Our 24-hour delivery commitment will be mainly unaffected at this time, however, there may be some deliveries that will move to 48-hours. In the UK, we will not be making deliveries on Fridays between 17th April and 19th June 2020. This is subject to change and we will continue to review the situation regularly.
Will I still be able to receive desk-top deliveries?
In order to protect the health and safety of our employees and our customers, we will only be making desktop deliveries where the safety of our delivery drivers permits it. We will continue to deliver to businesses addresses, and we are also able to deliver to your home address. Our drivers will no longer request a signature on delivery and will sign on your behalf allowing us to maintain social distancing guidelines for both yours and our drivers safety.
I’m now working from home. How do I set up home deliveries?
To support our customers in remaining agile, we now offer home deliveries. To learn more visit https://wearelyreco.com/working-from-home/ or contact your Lyreco Account Manager
What happens if I’m not able to accept my delivery?
During this time, we no longer require signatures on receipt on deliveries. However, if for any reason you are unable to accept a delivery, we will try to deliver the next working day. If the second delivery attempt fails, your order will be cancelled.
Will I have to sign for my delivery? Is it safe to receive deliveries?
Our deliveries do not require a signature at this time and our drivers will validate and sign on your behalf. Our deliveries are made contact free to ensure adequate social distancing and our drivers are adhering to a strict hygiene policy.
Will my service be affected if Lyreco have a headcount impact due to COVID-19?
We have rotational employees available and flexibly to cover any sickness absence during the COVID-19 pandemic. Those employees will be redeployed as required to ensure minimal disruption to your service level.
Do you have contingency planning in place if an Regional Distribution Centre is affected by COVID-19?
As well as our rotational employee planning, we also have a number of contingency delivery options including 3rd party carrier partners which we will deploy if and when required, to ensure our customer delivery requirements are met.
How do I contact customer services during this time?
Our UK customer service team are available from Monday to Thursday from 9:00am – 5.30pm on 0845 767 6999.
Please note that we are experiencing higher call volumes than normal and you may experience a slightly longer waiting time.
For our Irish Customers – The customer service team are available from Monday to Friday from 9.00am – 5.30pm on 1850 882276
How is stock affected during this time? Do you have stock of hand sanitiser, soap and gloves?
The Global shortages on Hygiene and PPE lines associated with COVID-19 prevention, in addition to many suppliers prioritising front line workers and NHS/HSE, have caused stock shortages on many lines. As a business, we have also decided to prioritise in this way, but maintain strong relationships with our suppliers to proactively manage the stock situation and source additional stock and alternatives for general sale where possible. We still maintain a strong stock position on most other stock lines across our many categories, with stock availability visible on our webshop.
How are you communicating back orders and blocked products to customers?
For our frontline critical care customers, we communicate our stock position regularly with them to ensure that we can meet front line demand during this time. For all other customers our webshop has our live stock availability so you can view our stock when ordering. If an item does go onto backorder you will get an automated email advising of this. If your backorder date moves then we will try our best to let you know, however due to the reduced capacity within our customer service function we may not always be able to do this until normal levels of staffing resumes.
Caring for our employees
What are Lyreco doing to protect their employees?
Our number one priority is the safety of our employees and our customers. Our employees are now working from home wherever possible. Those who remain on Lyreco premises are following the Government and World Health Organisation guidelines to maintain social distancing and are following strict cleaning and hygiene standards. For our drivers, we have removed the requirement for delivery signatures which alleviates any human contact during this process. Our employees are not permitted to visit customers or suppliers during this time and any meetings will be carried out virtually in all circumstances.
We will continue to follow and adhere to these guidelines and adapt to any daily changes as they are made.
Do Lyreco have enough PPE for their drivers?
Lyreco are following all of the WHO guidelines and providing the equipment our drivers need. We have stock allocated to our employees for this purpose. At this time we are educating our drivers on strict hygiene practices and have supplied wipes and sanitiser to adhere to the best practice guidelines currently in place.