FAQ Covid-19

As the government guidelines are ever-changing, here at Aphrodite we have taken the following steps to act in line with the law, along with keeping our staff and customers as safe as possible. 

We have compiled a list of FAQ to answer any questions you may have regarding changes we have made.

 

Is your store open?

Our Sunderland store will be closed until further notice in line with the government guidelines. 

Can I still order online?

Yes, our online department is operating as normal. Please see our latest delivery options.

Can I order Click and Collect?

Yes, Click and Collect service is still available (please select the collect in-store option at the checkout). 

  • As we only have one store based in Sunderland, this service is only available for local customers. 
  • Once your order is ready to collect, you will be notified via email. Only when this email has been received should you then come to collect your order.
  • When you arrive outside of the store, please call 0191 567 5898 (option 1), where a member of the team will meet you with your order. Please note, customers are not permitted to enter the store.
  • When collecting your order, please ensure to bring your order number (provided in your confirmation email) and one piece of ID from the following list: bank card, driving license, proof of age card or passport. If you are collecting an order on someone else’s behalf, you will need the order number and proof of their ID. 

What are the Click and Collect operating times?

This service is available Monday - Friday 9am - 5:00pm.

Can I return my Click and Collect order?

Yes, providing the item(s) are in line with our returns policy and are returned within 14 days of receipt. All returned orders must be sent to the following address 

Returns Department
Aphrodite
9 Derwent Street
Sunderland
Tyne and Wear
United Kingdom
SR1 3NT

We are thrilled to be able to welcome you back to our Sunderland store as of Monday June 15th, 2020. While we are excited to be back, we must do this cautiously and with the right measures in place to keep customers and staff alike as safe as possible, whilst still providing the highest customer service. Preventing the spread of the virus still remains our priority and as a business we are committed to acting responsibly in order to make everyone that visits the store feel as comfortable as possible.

We have compiled a list of FAQ to answer any questions you may have regarding changes we have made to meet the government guidelines.

What safety measures have been put in place in your store to keep customers safe?

We have put numerous safety measure in place in-store to keep everyone as a safe as possible  during their visit to Aphrodite, these include;

  • Freestanding electric hand sanitising stations have been installed at entry points to the store to try and eliminate touchpoints.
  • Hand sanitiser bottles are also available throughout the store including all till points, changing facilities and touchpoints.
  • Social distancing reminders are displayed throughout the store to remind customers to keep 2 meters apart.
  • Store capacity will be monitored at all times.
  • Protective perspex screens have been installed at all till points.
  • Contactless payment is available at all till points. Please pay by contactless where possible.
  • Front door and windows will be kept open where possible to help circulate the air throughout the store.
  • Disposable masks are available for customers on entry for those who would like one. 
  • Disposable socks are available and must be worn when trying on shoes. 
  • Extra thorough cleaning of the store will be carried out on a very frequent basis.
  • If any items have been tried on, they will then be steamed to sanitise and stored away for 72 hours. 
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What are the store opening times?

The store will be open Monday - Saturday 9am - 5:30pm and Sunday 11am - 4pm.


Are the fitting rooms open for me to try clothes on in-store?

Yes, after careful consideration we have opened our fitting rooms. These will be cleaned frequently and any garments tried on and not bought will be steamed to sanitise and then stored away safely for 72 hours.


Can I return unwanted items?

Yes, we are still offering our usual returns policy. Please view our returns policy


Can I still order online?

Yes, our online department has been open throughout and is operating as normal. If we have any issues we will notify the customer via email. 

 

What procedures have been taken for online orders to keep staff and customers safe?

We have been working hard throughout the lockdown period to keep our online department of the business operating as normal but as safely as possible. The following procedures have been implemented;

  • Hand sanitising stations have been installed throughout the office and picking/packing areas.
  • Frequent cleaning of all stations and touchpoints
  • A limited number of staff are in the office to help keep the 2 meter distance at all times. 
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