What Online Shoppers Want To Know As The Lockdown Lifts

• How Monki, Hobbycraft & The Sole Supplier keep customers engaged during the crisis - Q&A
• How brands are staying connected with customers right now: 20+ great brand initiatives
• Top questions asked by online shoppers during the lockdown

Stores reopening

Lockdown measures vary by country and state. Best practice is providing an updated list with closed/open locations that's easily accessible on your website.

• When will stores reopen?
• Have you adapted opening hours because of the crisis?
• Can I order online and collect my package in-store after the lockdown?

Safety measures

• What safety measures are you taking with stores and deliveries?
• Are masks mandatory to enter a store?
• Do you limit the number of customers who can enter the store?
• Can the virus live on items I bought? How can I make sure my order is safe?

Deliveries 

• Will delivery times speed up again with the lockdown ending?
• Do you offer contactless delivery?
• Do you offer a Click&Drive or Click & Pick Up service?
• My order was delivered in-store prior to the lockdown: do you still have my order?
• I'm relocating during the pandemic. Can I change my delivery address?
• Which pick up locations have reopened?

Returns

• Can we start returning or exchanging items in store after the lockdown?
• Is it possible to return an item without entering the store?
• I haven't been able to return my item in time due to the Coronavirus situation, what can I do?

Gift cards

• I haven't been able to use my voucher / gift card because of the lockdown: what should I do?

Product availability

• Is there a limit to the number of hand sanitizers or masks I can buy?
• When will you restock these essential products?
• Are you expecting delays in restocking or upcoming releases due to the virus?