Coronavirus information for our customers

In light of the current public-health crisis, we would like to assure you that we are doing all we can to maintain the safety of our customers and colleagues across the UK. As the situation develops and official advice is amended, we will keep this page updated.

If you have any concerns not covered by the FAQs below or any general questions, please get in touch with our contact centre by phone, email, WhatsApp or Facebook Messenger. All contact details are available here. We appreciate your continued support.


Operational status

Please see the below table for the current operational status of all of our services and sites nationally.

Service / Store Status
Warehouse   
Contact Centre  
B2B Sales  
Wex Stores  
Click and Collect   Available at all stores
   
Trade-in service  
   
Rental Service   
Rental London   
   
Fixation Stores   
Fixation Repair Services   
   
Events  


FAQs


Are your stores open?

Yes, all our stores have reopened. 

Can I collect my order in store?

Collect-in-store is now available at all stores in England, Scotland and Belfast. Watch the short video below to see what we're doing to keep everyone as safe as possible:

Wex stores are reopening | See our Covid-19 safety measures



While all in-store services such as sensor cleaning and trade-in will be available as a 24-hour service, there will be some changes to the way the store operates, including a one-to-one policy that means you will receive a high level of assistance with minimal contact.

When visiting the store, please do not come in groups and if possible, we’d recommend face covering. For those purchasing in store, we are only accepting card payments.

Our new in-store measures


Hand sanitiser stations will be positioned in store

Our colleagues will be using personal protective equipment

The customer will be directed to a safe area until a colleague becomes free

All products will be cleaned after handling

Social distancing floor markers in place

We will only be accepting card and contactless payments

Can I still place an order online for delivery?

Yes. Orders are being shipped from our warehouse for delivery as normal.

Can I still receive delivery of my order?

Yes. Public Health England (PHE) has advised that people receiving parcels are not at risk of contracting the coronavirus (COVID-19). It is understood that these types of viruses don’t survive long on objects such as letters or parcels. This complements the highly publicised guidance from PHE for people to wash their hands more often than usual using soap and hot water.

Will delivery be affected in any way?

We are currently shipping all parcels on a next day service, with the majority still being received next day. As next day success rate is currently over 90%, we have turned back on our next day delivery service. Whilst the majority of orders are arriving on time, there are still some delays in the networks. Orders not received next day are being received within 2-3 days.

Will your main contact centre stay open?

Yes, our main contact centre will remain open. Most of our contact centre team are working remotely and dealing with your calls, emails, Live Chats etc from the safety of their homes.

Can I still place orders over the phone?

Yes, we are accepting orders over the phone as normal.