Our COVID-19 Information & Statement
Together, we are stronger.
and we need your support.
We are a small Australian business. Our company (Floor Five Pty Ltd) operates multiple online stores going back over 21 years. We are established and we know what we're doing. The safety and wellbeing of our staff and customers is our top priority during this time of difficulty and uncertainty while the world fights the outbreak of COVID-19 (Novel Coronavirus). We are working to ensure our operation remains as safe as is possible and have in place additional hygiene and sanitizing procedures for our staff workstations, warehouse and associated areas. Some of our staff are now also working from home and the rest of our team is practicing social distancing whilst at the workplace. We have separate rooms, offices and packing bays for staff to work from.
The situation is changing rapidly, and we are adjusting our staffing and various business practices and operations as new information and regulations are introduced. It is an overwhelming situation for everybody including our small business, but rest assured we are dedicated to continuing to provide our products and services and ensure our customers are well looked after. We will keep you updated on this page of any information, changes, limitations or problems we are experiencing as we are able to.
We are committed to always doing the right thing by our customers, however we do ask for your understanding and patience during this time as we are dealing with an ever-changing set of circumstances that are affecting our business and our suppliers.
We are taking orders & we are delivering
We are open for business and taking orders with no current issues severely impacting our ability to send and deliver in-stock merchandise to our customers. We're working with Australia Post to ensure parcels within Australia arrive in the safest way possible which includes reduced contact between delivery drivers and removing the requirement for taking a physical signature for some parcels. If your parcel is sent with signature on delivery service (as is our default), you will not be required to sign for the parcel and instead, the delivery driver will sign on your behalf. You will still be required to be present for a signature on delivery article. If you're not home, a card will be left, and it will be taken to the post office for your collection. Delays may be experienced in the delivery of parcels - particularly in overseas locations with restrictions on the workforce. We ask for your patience during this unprecedented time as there are many factors outside of our control that are changing rapidly.
We guarantee your delivery
As always, we guarantee you will receive your order provided you use a signature on delivery service (Default) and do not elect to have your parcel left without a signature. We can't guarantee the arrival and safety of parcels that are left unattended, however usually there is no problem with these parcels being delivered. We just need to be upfront and honest.
As mentioned before, our warehouse and packing stations are being cleaned and sanitised more frequently and staff have access to hand wash stations and hand sanitisers. No staff are permitted to work if feeling ill. We are only a very small team in our office and warehouse, so the risk of transmission is incredibly low. Staff are generally separated in different rooms or across the room at different packing stations with meters in between.
Our returns policy remains unchanged. We are happy to accept returns for 100 days from the send date for any unwanted goods that remain in brand new, unworn, unwashed, hygienic and saleable condition. Our returns staff are using heightened levels of hygiene standards when dealing with returns including the use of gloves and sanitising sprays for fabrics and incoming parcels. Please note, that due to changed staffing levels and additional procedures during this time, there may be longer than expected delays for processing of returns. We ask for your patience.
Customer Service & Staffing Levels
As a company, we are doing our best to support our people and continue to offer employment to our full-time, casual and contractor staff. We are here for each other and for our customers, however, at times it may be necessary to reduce and change staffing levels during this period. We are all working incredibly hard to maintain our top-notch levels of customer service and shipping efficiency, however there may be some delays in responses, shipping and services we provide while we all try our best to get through the issues facing the entire world right now.
When in contact with anyone from our team, we ask you to please treat them with respect and patience as we’re all just trying to get through this together. A kind word or tone can go a long way. Kindness, patience and understanding is always repaid in full.
Backorders & Stock Availability
We import a lot of stock from other countries, as do many of our Australian suppliers. Some suppliers are experiencing stock shortages or the inability to send stock to us due to shutdowns in their part of the world. We are still accepting backorders for many brands and we are updating and refusing backorders on brands and products as we are provided advice and information if they are not able to supply. If you do order a product that is on backorder and we subsequently are not able to supply that product, you will be contacted and will have the option for a full refund or to change it to something else that is available. You will always be offered a refund in any case when we are not able to supply. This has always been our process and continues to be.
Currently, we are aware of significant supply delays with the following brands:
- Bendon - our supplier's distribution center is closed until further notice due to NZ Government closure of non-essential businesses.
- Fayreform - our supplier's distribution center is closed until further notice due to NZ Government closure of non-essential businesses.
- Heidi Klum - our supplier's distribution center is closed until further notice due to NZ Government closure of non-essential businesses.
- Lovable - our supplier's distribution center is closed until further notice due to NZ Government closure of non-essential businesses.
- Pleasure State - our supplier's distribution center is closed until further notice due to NZ Government closure of non-essential businesses.
- Moontide - our supplier's distribution center is closed until further notice due to NZ Government closure of non-essential businesses.
- Piha - our supplier's distribution center is closed until further notice due to NZ Government closure of non-essential businesses.
- Addicted - our supplier is in Spain and is experiencing delays due to Government restrictions there.
- ES Collection - our supplier is in Spain and is experiencing delays due to Government restrictions there.
- Seafolly - our supplier's warehouse is in Hong Kong and is experiencing delays due to restrictions there.
- Funkita - our supplier is in Australia and is working with reduced staffing levels and is experiencing delays.
- Funky Trunks - our supplier is in Australia and is working with reduced staffing levels and is experiencing delays.
If you're unsure about anything or just need to ask us about something, you can email or call via our contact page.
Your continued support of our small business means the world to our whole team!
We know there are going to be some challenges ahead for everyone. But together, we will see the other side of this.
From our family to yours: take care, breathe, call your mum, stay positive and let kindness be your guide. We’ll all be just fine.
- Michael & The Team.
This Page was updated 30 March 2020