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An update from Rohan
A message from our Managing Director, Ian Palmer.

Coronavirus updates from Rohan

Thank you for taking the time to visit our web site; I hope you and your family are well and safe.

As you know, all our stores are now temporarily closed. I understand you may be concerned about our staff and I thank you for that concern. I am in personal, weekly email contact with all of our store staff to keep them updated on our progress. I know, from the conversations I have been having, that they are all looking forward to welcoming you back as soon as it is safe and right to do so. At the time of writing this we have no reported instances of Covid-19 across any of our teams and I hope that continues

To protect our team

We have, where appropriate, reduced staffing levels - taking advantage of the government’s Job Retention Scheme. We have changed shift patterns to allow for social distancing and have the majority of un-furloughed staff working from home. We will continue to monitor what is happening very closely and any further changes will be notified on here.

Is it safe to order?

I have rightly been asked this question by email many times. As you'd expect, our warehouse is operating in strict accordance with the latest government advice on safe working practices. In view of this, I have introduced a fixed limit on the number of orders that can be processed in a single day and reduced the numbers of days and hours that picking and packing is done. If orders exceed this one-day capacity there will be a short delay in processing and delivering packages - something I am sure everyone will understand. Should circumstances change, causing a longer delay to a delivery, our customer services team will, of course, contact you individually.

For the 3 days a week we are picking in the warehouse I have made myself part of that team. There are 9 of us in total - all of whom have volunteered to work. My belief is that if I say our working practices are safe, then I should work alongside the team – as part of the team - and not just expect them to do so. This also helps me to monitor and manage the workflow, in terms of orders and despatch rates, so that I can protect the team from any undue pressures.

Returns

We are happy for returns to be sent back to us when it is safe to do so or by visiting one of our stores when they have reopened. Returns are taking longer to process currently so we apologise in advance for any delays. Unfortunately, we do need to be in receipt of your garment before we can process an exchange or refund. If you have any queries regarding your return please contact our Customer Service Team who are currently working from home at post@rohan.co.uk or alternatively please leave a message on our 24 hour secure message service and we will be happy to give you a call back as soon as possible.

Stay safe and please keep visiting

In the meantime please look after yourself and your loved ones. We will update on this page where necessary and will keep adding interesting stories and content to our Explore section on the web site.

Our website and Customer Service Team remain available online and ready to help. Our 24 hour order line is also available on 0800 840 1412. (For your peace of mind the 24 hour answering service is provided by an external agency who have home-based telephone agents taking calls.)

Stay in touch

If you want to stay in contact personally my email address is

ian@rohan.co.uk or you can reach me on Twitter @IanRohanMD