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The latest on answers to your questions about safety, delivery, returns, and more.
We're working hard to get you the products you need.
Throughout everything we do, the health and safety of our employees, partners, and customers remain our top priority.
Please also refer to the latest information and health advice by the UK Government (external link).
1. Can I place an order? Will Amazon deliver my parcel?
Yes, Amazon continues to serve customers. You can check the current delivery times at order checkout or via Your Orders in your account. When selecting a delivery address, be aware that companies and businesses may be closed and unable to receive parcels.
2. Are delivery times affected?
As the Coronavirus has spread, we’ve seen an increase in people shopping online. 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 product detail page.
3. Is it possible to return items?
Yes, you can continue to return items. To start a return, go to Your Orders and select "Return or Replace Item".
4. Is it safe to receive orders?
According to the WHO (external link), “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 (external link) and the World Health Organization (external link).
5. Is it possible to reduce contact with the driver when they deliver my order?
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, the driver will complete the check at a distance. You can also choose a safe place location where the driver can leave your package if you can’t answer the door. Drivers are asked to follow your delivery preference where possible. You are 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.
In order to protect customers and their neighbours, we’re temporarily suspending the ability to deliver your order to a neighbour.
6. Where can I learn more about Amazon distribution of COVID testing kits?
The Government has asked Amazon to partner with them - alongside other retailers, life science companies and academic institutions - to aid in the fast-track of testing for the Coronavirus (COVID-19). You can find more information here.
7. Are Amazon Pickup locations available for delivery?
Yes, we are working with location partners to ensure that where possible Amazon Hub Locker and Counter locations remain available. If the Locker or Counter location you chose for delivery closes unexpectedly, our Customer Service team will reach out to redirect your parcel to a home address or cancel your order for a refund. If your preferred location is temporarily unavailable, you can search for available locations here.
8. What is Amazon doing about price gouging?
We’re working to ensure that no one artificially raises prices on basic need products, such as food, or health and personal care products during this pandemic and have blocked or removed tens of thousands of items, in line with our long-standing policy. We actively monitor our store and remove offers that violate our policy.
You can submit a pricing concern to us by clicking the "Report incorrect product information" on the product detail page, then select "Other product details", then "Price issue". While we are not able to respond directly to all reports, we appreciate your feedback.
9. Is Amazon still delivering large and bulky items?
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.
10. Do you have any more Prime Now & Fresh delivery availability?
We're experiencing an increase in demand for Prime Now and Amazon Fresh and are working hard to increase delivery availability. For the latest updates on order and delivery services, visit the delivery FAQs at Amazon Fresh and Prime Now.
11. What is Amazon doing to keep customers and employees safe?
Since the early days of this situation, we have worked closely with health authorities to proactively respond, ensuring we continue to serve customers while taking care of our associates and teams. We have implemented proactive measures at our facilities to protect employees including increased cleaning at all facilities, maintaining social distance in our buildings, and adding distance between drivers and customers when making deliveries. Read more here.
12. How do I make a donation to support those who are most affected by the COVID-19 crisis?
Donations to the British Red Cross can be made by clicking here. Or you can simply ask “Alexa, make a donation to the coronavirus relief fund”.
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