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COVID-19 FAQs



Hello and thanks for visiting Leader Stores. At such an unprecedented and uncertain time, we're doing all that we can to ensure we can continue to offer great service and deliver your goods on time, with little to no delays. First and foremost, we are working hard to ensure that all of our staff and our customers remain safe from the spread of COVID-19, without sacrificing the great service you have come to expect. We've put new internal and external processes in place including increased hygiene regimen, improved social distancing measures, such as working from home where possible and have worked with our carriers to ensure no-contact delivery options are available to everyone.

At this time, all of our normal services are available and you can reach out to us in all of the normal ways. If you need to speak to our Customer Care team, then you can call 01429 241 270, email us via the normal channels, or even LiveChat for instant answers. For all contact methods, please visit our contact page. Please keep a close eye on this page which we'll keep updated with all of the frequently asked questions we've been receiving during this uncertain time.

FAQs on COVID-19

Q. Can I still place an order online?

A. Yes, we're still operating as normal and we can also still deliver as normal.


Q. Is your store still open?

A. We have taken the decision to close our retail store in Hartlepool (as of 19/03/2020) for the foreseeable future. We will update you as and when this changes.


Q. When will your store reopen?

A. At this moment in time it is difficult to predict. Current events are unprecedented, so for now we will not place any dates or un-necessary pressure on staff by announcing re-open dates. Rest assured, we're following government and health service guidelines around social distancing and will update this page as soon as we know more.


Q. What about click & collect?

A. At this time we're not able to offer click & collect services. We've removed this option from our online checkout until further notice. If you had already placed an order for click & collect before this time, then we will reach out to you and likely be able to arrange a delivery to you. Alternatively, we can hold the goods here until you're able to collect in the near future.


Q. What will happen to your store staff at this time?

A. Rest assured, thanks to our flexible working environment we're able to integrate our store teams into our web and office team. This means that they will be able to work as normal under slightly different roles. Prioritising our staff's well-being and ensuring job security is one of our top priorities and we're pleased that staff can flexibly interchange roles within the business.

Q. Is your customer care still open?

A. Yes, our full web and office teams are still operational, meaning you can still reach us using all of the normal channels. The fastest option is always Live Chat, where we can offer instant answers but you can find a number of methods for contact on our contact page.


Q. I have a pending order - what will happen to it?

A. If you already have an order pending, or in progress, then we will still deliver it as normal. Please login using the 'My Account' link at the top right of our websites to check order statuses, or reach out to Customer Care to get the latest information and delivery status.

If you wish to delay your order, or don't want us to attempt delivery just yet, then please let us know by contacting Customer Care as soon as possible.

The situation changes daily, but at the moment all services remain normal and carriers are delivering our goods on time. We'll keep product delivery lead time estimates online as accurate as possible, but if you're unsure then just contact us.


Q. Can I change my delivery time or location?

A. You are able to change your delivery date or time, yes. If the original time or day allocated to you is no longer suitable, you can either reach out to us, or contact the carrier and make a change. Unfortunately, if your order is pre-authorised online, we are unable to change the delivery address. This is for safety and security purposes to guard against fraud. This safety measure ensures we remain protected from delivery address fraud, and customers are kept safe and secure at all times.


Q. Do you offer a no-contact delivery service?

A. Yes we do, on all services. All of our carriers have implemented a no-contact option when arranging delivery. Simply let them know that you'd like to take advantage of this when they contact you to arrange delivery, or contact Customer Care and we will be able to make a note of this.


Q. I'm self-isolating. Can I still get my delivery?

A. Yes, we'll still be able to deliver to you if you want us to. Please let us know if you are self-isolating and we'll ensure that we arrange for the delivery to be no-contact. Alternatively, we're also able to hold your items in our safe and secure warehouse until you wish to receive them. We'll ensure they're safely stored away with minimal staff contact. Please contact us to arrange this service.


Q. I'm self-isolating and getting a large item delivered. What happens now?

A. As is the norm with our deliveries, we will deliver to kerbside. In this respect not much will change. We're implementing no-contact deliveries so the driver can drop the items from the van kerbside then re-enter his cab and wait for you to accept the delivery. You will not even need to sign for the goods there and then.

All that we ask, is that you thoroughly check over items and report to us with any issues/damages or problems within 24-48 hours. This will ensure that we can place a claim with the carrier or with the manufacturer for any faults. It's important that you report within 48 hours as outside of this time we will be unable to rectify any issues. Please contact us as soon as you have checked if you see issues.


Q. I'm self-isolating. How do I return my items?

A. We offer a 30 day returns policy with every order as normal. Please let us know if you're self-isolating and wish to return an item and we'll let you know how to proceed. If we're collecting, we may be able to offer a no-contact pickup, however, this will depend on the items. Please contact our team if you're unsure.


Q. Will your returns policy change during this time?

A. We already offer 30 day hassle free returns with every single order, this means you still have plenty of time to return goods even if you self-isolate for 14 days. We will try to be as flexible as possible at this time, so if you're worried, then reach out to Customer Care and we will be able to talk to you on a one to one order basis.

Page updated: 20/03/2020 @ 9:00am

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