We believe our role serving customers and the community during this time is a critical one, and we want to make sure our customers can get the items they need, when they need them. As COVID-19 has spread, we've recently seen an increase in people shopping online which has had an impact on how we serve our customers, but we are working around the clock with our selling partners to ensure availability of essential products, and to continue to bring on additional capacity to deliver customer orders.
Yes, Amazon continues to serve customers. You can check the current delivery times at order checkout or via My Orders in your account. When selecting a delivery address, be aware that companies and businesses may be closed and unable to receive parcels.
To serve our customers while also helping to ensure the safety of our Associates, we’ve changed our logistics, transportation, supply chain, purchasing, and third-party seller processes to prioritize stocking and delivering items that are a higher priority for our customers. These are items such as food, health and personal care products and items needed to work from home. As a result, estimated delivery times for some items may be longer than usual at the moment. You can find updated delivery times on the detail page for each item.
Yes, you can continue to return items. Go to My Orders to return an item or check the return window for your order.
The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low. You can find the latest information on COVID-19 on the information pages of the UK Government.
Yes. Amazon’s delivery Associates and partners have been advised to reduce contact with customers; this may include placing packages at the customer’s doorstep and stepping back. If an ID check is required, these are now performed at a distance. You can also choose a safe place location where the driver can leave your package if you're not able to answer the door. Drivers are asked to follow your delivery preference where possible. You're able to set your delivery preference during checkout on the Review Your Order screen by clicking on Add Delivery Instructions and selecting your desired safe place option.
Yes, Amazon Lockers and Counters remain available as delivery destinations for our customers. We're working with our partners to ensure that, where possible, our Lockers and Counters remain available and accessible. However, the situation is changing quickly, and guidance from government bodies sometimes means that the locations where we have Lockers installed can close with little or no notice. Should your parcel be delivered to an inaccessible location, our Customer Service team will reach out to you in order to redirect your parcel to a home address if possible. In some cases we may have to cancel your order and will issue a full refund. If your preferred location is temporarily unavailable, you can search for available locations here.
Yes, Amazon is still delivering large and bulky items. However, your safety and that of our providers is our number one priority. Therefore, we're pausing in-home services until further notice and deliveries requiring two people to handle. Customers are responsible for moving the item from their front door to their desired location within their property. For the moment, we will also pause all in-home installation services.