Click here for our current shop opening times & COVID info.

COVID-19 Update

6 November 2020

Andrew Bluett-Duncan

Director

Reigate shop

Closed except for

Phone / Click & Collect
Mon to Sat 10.00am to 3.00pm

cobham shop

Closed except for

Phone / Click & Collect 
Mon to Sat 10.00am to 3.00pm

Banstead shop

Closed except for

Phone / Click & Collect 
Mon to Fri 10.00am to 3.00pm

  • Dear customer,

Following on from the PM's announcement of 31st October, we will unfortunately have to close for the next four weeks from Thursday 5th November, until December 2nd. 



In the meantime.

Masks or visors are obligatory in our shops. Hand sanitising is obligatory if you wish to come in.

If you want to know more about why we are enforcing these rules, scroll down to 'more on our covid rules'.

We are all wearing visors, which is a great find (thank you Em) because they are far more pleasant to wear than masks, and enable us to be facing you without the 2 metre distance, and above all they allow us to be understood by customers and colleagues alike. I have built a screen in front of the tills and these are working well. We also have more sanitiser there.

We are still allowing only 3 customers in the shop at any one time. If you come in as a couple, we would ask you to stay together if there are other people in the shop.

We’ll be asking you to pay by card if possible and the floor is marked out to give you a guide on distancing.

Our website shop remains open, alive and kicking.

more on our covid rules

Hours experiment in Reigate
At our manager's meeting earlier this week we discussed the experiment that we've conducted in opening Reigate all week, 9am - 5.30pm, with half an hour closed for lunch. Em reported that it was a bridge too far, that she and her team have actually been worn to a frazzle and the reasons for the tiredness is this. As we try to be responsible for everyone who comes into the shop (for you and for us) we've been allowing only a certain number of people in at any one time, asking everyone to wear a mask, asking everyone to use the hand sanitiser at the door. All this means that someone has to be by the door, or at least aware of the door, all the time. Additionally, wearing visors puts some pressure on one's head so after a few hours, most of us feel a bit spaced out or headachy. And as I am sure you know by now, talking with anyone who is wearing any form of PPE is more difficult than without, so when you are in a job where you talk and listen to people all day, you definitely have an extra dose of strain put on you.

On top of all this, there are the special cases, some people are exempt, some are wearing gloves, some tell us that they have just the sanitiser somewhere else. What we have done so far is to tell people that if they didn't want to use the sanitiser, they were allowed in, but not to touch anything. So one of us had to follow them around. Then for people being exempt, we have let them in but been alert, also sanitising everything they'd touched, plus having the extra pressure of other customers saying quietly "they are not wearing a mask". So each time, it is an extra bit of discussion, an extra bit of pressure, and between 2 humans who are probably tired and stretched. And especially at the end of the day the team member is feeling stuck, probably not smiling as he or she would normally do and maybe uses words that aren't as diplomatic as he, or she, would normally use. The customer(s) may become defensive, and this goes on for 7 hours. Also, the team members still have to deal with ordering, unpacking of deliveries, 1-1's and all the other admin tasks associated with a retail existence.

What does this mean? 
I have instructed our teams to only let you in if you are wearing a face covering. Some people cannot wear masks for medical reasons, and I understand that, so if this is you, you would need to wear a visor. Alternatively, we will be happy to serve you at the door, bringing items to you and then the card machine if appropriate. We are wearing visors so will protect you, and you will stay at a safe distance from us or our other customers, keeping everyone safe.

As far as hand sanitiser is concerned, we will ask all of you to use it, with or without gloves, irrespective of whether you have or not just done it before. Some who wear gloves, feel it is unnecessary to use the hand sanitiser, and others tell us that they have just used some in the previous shop, so that should be enough. And here I must disagree. Wearing gloves only protects the wearer, you could have touched the virus somewhere since using sanitiser and therefore be transmitting it to anything subsequently.

Further information

We are pleased to say that we are operational, our website is open for you to place orders and we are dispatching at an unprecedented rate. Our incredible warehouse team have been working non stop to make sure we can still pick, pack and dispatch your orders as quickly as possible. As with most companies, we are operating with fewer staff than we normally would be, so we hope you understand that it may take a little longer than usual to answer your phone calls and respond to your emails.
Thank you in advance for your patience and understanding.


To make sure we can answer all customer queries as quickly as possible, please consider the following Frequently Asked Questions before contacting us:


When should I expect my order?
We are currently asking customer to refrain from calling us to chase up delivery dates for orders. This allows us to prioritise actually getting your goods out for delivery. Unfortunately we are not able to answer telephone queries at this time, though you can leave a voicemail message for us. This may, at times, mean that our response times are a little slower than usual but we would ask that you bear with us. We would like to apologise for any inconvenience, but please rest assured that all customer enquiries will be dealt with.

Our warehouse team is working hard to make sure that most products are dispatched within our standard lead time and many items are going out much quicker. Some items do have longer lead times due to our suppliers also working with fewer staff and taking longer to deliver to us.

Depending on whether you gave us your email address or mobile number when you placed your order, we will email or text you once items are dispatched and on the way. Your order confirmation will give you a 'worst case scenario' delivery date.

Why have we suspended taking telephone orders?
We are currently unable to take orders over the phone and so we ask all customers to visit https://aolcookshop.co.uk/ to place orders.

I received my order, but it was incomplete.

We do sometimes part ship orders to ensure the products arrive as quickly as possible. So if you receive a delivery and think something is missing, please check the delivery note as this will let you know what should be in the parcel and if there is anything to follow in future deliveries.

My delivery tracking shows my items have been delivered but I haven’t got them.
Our carriers are currently operating “Contact free” deliveries. If you receive confirmation that something has been delivered but haven’t received it, it’s worth checking around your property or in your designated safe place before contacting us.

Do you have plenty of stock?
In short, yes we do! We are constantly ordering more stock so that we can not only continue to fulfil orders as they are placed, but also reduce the amount of time you have to wait. However, a number of our suppliers have gone from delivering to us in 24 – 48 hours to 10 - 14 days and this, along with a spike in demand means that some items may be delayed, or temporarily unavailable.

I have another question or problem

We would like to assure you that we continue to be here if you need us. Like most of our customers, many of our staff are spending the vast majority of their time at home and we realise that cooking and baking are becoming a sanctuary. We are committed to making sure we do everything we can to continue to supply you with the best quality products at great value.

Please email info@artoflivingcookshop.co.uk.

Thank you for your continued custom and for your support and patience at this challenging time.

We really appreciate it and wish you all good health and best wishes.

Covid-19 Update

Andrew Bluett-Duncan

Director, Art of Living cookshop

Disclaimer: this information is correct at the time of publishing 06/07/2020, our situation will be under continuous review. 

  • Art of Living's Reigate and Cobham shops are now open Tuesday to Saturday from 10am to 3.00pm.


    At the entrance of the shops, we have a unit that I built with sanitiser and we are encouraging you to use it, especially if you want to touch things in the shop. This also applies to people wearing gloves. 

    We are all wearing visors, which is a great find (thank you Em) because they are far more pleasant to wear than masks, and enable us to be facing you without the 2 metre distance, and above all they allow us to be understood by customers and colleagues alike. I have built a screen in front of the tills and these are working well. We also have more sanitiser there.

    We are still allowing only 3 customers in the shop at any one time. If you come in as a couple, we would ask you to stay together if there are other people in the shop. 

    We’ll be asking you to pay by card if possible and the floor is marked out to give you a guide on distancing.

    Our website shop remains open, alive and kicking.

    Kind regards

    Andrew
    Andrew Bluett-Duncan
    Director 

Coronavirus (COVID-19)

We are pleased to say that we are operational, our website is open for you to place orders and we are dispatching at an unprecedented rate. Our incredible warehouse team have been working non stop to make sure we can still pick, pack and dispatch your orders as quickly as possible. As with most companies, we are operating with fewer staff than we normally would be, so we hope you understand that it may take a little longer than usual to answer your phone calls and respond to your emails.
Thank you in advance for your patience and understanding.


To make sure we can answer all customer queries as quickly as possible, please consider the following Frequently Asked Questions before contacting us:


When should I expect my order?
We are currently asking customer to refrain from calling us to chase up delivery dates for orders. This allows us to prioritise actually getting your goods out for delivery. Unfortunately we are not able to answer telephone queries at this time, though you can leave a voicemail message for us. This may, at times, mean that our response times are a little slower than usual but we would ask that you bear with us. We would like to apologise for any inconvenience, but please rest assured that all customer enquiries will be dealt with.

Our warehouse team is working hard to make sure that most products are dispatched within our standard lead time and many items are going out much quicker. Some items do have longer lead times due to our suppliers also working with fewer staff and taking longer to deliver to us.

Depending on whether you gave us your email address or mobile number when you placed your order, we will email or text you once items are dispatched and on the way. Your order confirmation will give you a 'worst case scenario' delivery date.

Why have we suspended taking telephone orders?
We are currently unable to take orders over the phone and so we ask all customers to visit https://aolcookshop.co.uk/ to place orders.

I received my order, but it was incomplete.

We do sometimes part ship orders to ensure the products arrive as quickly as possible. So if you receive a delivery and think something is missing, please check the delivery note as this will let you know what should be in the parcel and if there is anything to follow in future deliveries.

My delivery tracking shows my items have been delivered but I haven’t got them.
Our carriers are currently operating “Contact free” deliveries. If you receive confirmation that something has been delivered but haven’t received it, it’s worth checking around your property or in your designated safe place before contacting us.

Do you have plenty of stock?
In short, yes we do! We are constantly ordering more stock so that we can not only continue to fulfil orders as they are placed, but also reduce the amount of time you have to wait. However, a number of our suppliers have gone from delivering to us in 24 – 48 hours to 10 - 14 days and this, along with a spike in demand means that some items may be delayed, or temporarily unavailable.

I have another question or problem

We would like to assure you that we continue to be here if you need us. Like most of our customers, many of our staff are spending the vast majority of their time at home and we realise that cooking and baking are becoming a sanctuary. We are committed to making sure we do everything we can to continue to supply you with the best quality products at great value.

Please email info@artoflivingcookshop.co.uk.

Thank you for your continued custom and for your support and patience at this challenging time.

We really appreciate it and wish you all health and best wishes.

The Art of Living Team