Coronavirus Update - 14/04/20
Häfele: still here to help
The Coronavirus pandemic is an unprecedented global crisis. But as a business, we truly believe we’re all in this together. That’s why we’re doing all we can to support our customers, despite the challenging circumstances.
On 23rd March we reduced our staffing to a skeleton team of volunteers, so that we can continue to take orders, especially from those customers working on critical frontline projects such as the Nightingale Hospitals, but at the same time ensure our teams are protected and following Government guidance.
If you are working on a critical project supporting the frontline and need to be added to our priority support list, please email info@hafele.co.uk with your Häfele account number and a brief description of the work you are doing and we will be in touch to discuss your requirements.
This means we are not operating at full capacity, and have made the following temporary changes to our service:
Reduced opening hours – our cut-off time for orders over the phone has been brought forward to 5pm. Our Customer Support Advisors are working from home, but are available to take your order Monday – Friday, 8:30am – 5pm on 0800 171 2909. You can still order online at hafele.co.uk 24/7 as usual.
Product availability – We have robust stock levels across the 25,000 products we sell, however, we might not have the exact quantities you need on certain items for your project. If we don’t have exactly what you need, we’ll be able to help with an alternative – talk to our Customer Support Advisors on the number above or our Technical Team on 0800 171 2908.
Deliveries - As you might expect, because we’re operating with a reduced number of staff and prioritising orders for the frontline, lead times on deliveries might be slightly longer than you’re used to. We are still fulfilling the vast majority of orders, received before 5pm, for next day delivery as usual, but we ask for your understanding if there is a short delay with your delivery. We will contact you if there is an issue with your order.
Below you’ll find a summary of our current delivery timescales:
| Orders placed using Next Day Delivery Service | When we'll aim to deliver |
|---|---|
| Monday before 5pm | Tuesday |
| Monday after 5pm | Wednesday |
| Tuesday before 5pm | Wednesday |
| Tuesday after 5pm | Thursday |
| Wednesday before 5pm | Thursday |
| Wednesday after 5pm | Friday |
| Thursday before 5pm | Friday |
| Thursday after 5pm | Monday |
| Friday before 5pm | Monday |
| Friday after 5pm or Saturday and Sunday | Tuesday |
Rugby Collections Office - For safety reasons, we have temporarily closed our Rugby Collections Office, until further notice.
Responsible Deliveries – Our delivery service is also being carried out in line with UK Government guidance, adhering to safe distancing rules at all times. We have worked with our hauliers to introduce a temporary, revised delivery procedure, which includes the delivery driver maintaining a minimum of 2m distance from the recipient.
Got a technical question? We’re on the phone, email and Live Chat
Our Technical Advisors are working from home and are still available Monday – Friday, 8:30am – 5pm. Call 0800 171 2908 or email technicalsupport@hafele.co.uk or use the Live Chat facility on our website.
Need something bespoke? Häfele to Order
Our bespoke manufacturing and packaging service is still operating. Contact hafeletoorder@hafele.co.uk to discuss what you need.
Need help in the meantime? Use our free specification forms below and we will do the hard work.
Do you need help specifying your requirements? We can help you, please fill in the following relevant forms and email it to technicalsupport@hafele.co.uk We will advise you shortly.
Lighting & Electrical Specification Form
Sliding Door Specification Form
Got a quick question? Use our FAQ sections.
Lighting & Electrical FAQS
Kitchen Accessories FAQS
Sliding Door FAQS
Want to top up your knowledge and skills? Use our free training links
If you find yourself with some downtime, we’ve got a range of free training resources to help you refresh or learn new skills.
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