We know a number of questions are being raised in response to the Covid-19 outbreak so we have put together a list of FAQs to help answer some of your concerns.
As a community retailer we are committed to providing a service for our islands and will continue operating stores and delivering groceries to our customers who order through our online grocery website.
Please read the online grocery FAQ's for the answers to any questions you may have surrounding that service.
If you have any further questions we have not answered below, then please email us at firstname.lastname@example.org
Do I have to wear a face shield or face mask/covering in-store?
As of Tuesday 1 December, it is now mandatory to wear a mask while inside. Any member or customer over the age of 12 years old is now legally required to wear a mask or face covering when visiting our stores. We ask that all of our members and customers wear a mask or face covering when in-store unless exempt due to medical reasons.
All of our in-store colleagues will be wearing face shields, except for those with medical reasons where a face covering will be worn instead.
What measures are you putting in place for social distancing?
To help reduce the spread of Covid-19 and to ensure we are following the government’s advice and guidelines, we have put measures in place for social distancing. We will be closing some shopping aisles for short periods throughout the day to enable our colleagues to replenish stock. We have increased our messaging in stores with advice on social distancing and our larger stores now have floor signs, reminding customers to stand 2 meters apart, and protective screens to keep our customers and colleagues safe.
We are advising all our customers to use card payments instead of cash wherever possible and to shop alone where you can and avoid shopping as a family. Our priority continues to be our members, customers and our colleagues in store and we ask that you please be patient at this time. These measures are put in place for your safety and we are doing all we can to protect all those concerned in an ever evolving situation.
Will you be changing your hours?
In order to keep our customers and members safe, we have extended our store opening times for all your essential shopping needs. To support those caring for others, we are giving essential workers priority. We are allowing all health and social care workers to enter our stores ahead of queues by showing your ID to our colleagues on the door.
Are you now letting more than one family member shop at one time?
In line with the Jersey Government's new guidelines, we are now letting couples and families shop together in our stores. Please remain mindful of other customers and keep a safe distance away. We will still be managing queues outside our stores and restricting customers, so the stores do not get overcrowded.
How often are you cleaning the till surfaces, self-surface tills and trolleys?
Keeping our customers safe is a priority and all our till colleagues have wipes and hand sanitiser at their workspaces. Colleagues are wiping down their tills after every transaction and using hand sanitiser between customers. Our trolleys are being wiped down on a regular basis and our colleagues are cleaning all surfaces down throughout the day. Please help our colleagues by making sure your hands are washed before coming in to our stores and you touch as little as possible whilst doing your shop.
Will you provide hand sanitiser for customers to use?
All our stores have hand sanitiser at the entrance and customers are advised to use this when they enter our store. Please ask a colleague if you cannot find it.
No. We have postponed all our in-store tastings until further notice. Our deli counters will no longer be offering tastings on their counters and we have removed our free fruit for kids.
Are you still rationing some items to three per person?
There are no restrictions in our stores.
What is the limit on contactless card payments?
The spending limit for contactless card payments has been increased to £45 in all our stores. We hope this will make shopping not only easier and quicker for our customers, but much safer too.
We ask all our customers to pay via contactless card wherever possible.
What measures are you taking to make sure colleagues are self-isolating?
All colleagues who have visited affected destinations are self-isolating at home and we are advising no colleagues who have any symptoms to come into work. As all businesses, we are taking this very seriously and have plans in place to make sure no colleagues who are feeling unwell are coming into work.
Why have you cancelled double dividend days on Tuesdays and Wednesdays?
As the coronavirus pandemic continues we are having to take a number of measures to prevent it from spreading in our stores. So we have made the difficult decision to stop double dividend days on Tuesdays and Wednesdays until further notice to protect the health of both our colleagues and members.
Following government advice in both islands, we feel we should not be handing out stamps and encouraging our members to attach them to cards. We also do not want to encourage our members specifically in to our stores on Tuesdays and Wednesdays, as this puts added pressure on our colleagues when our stores are already very busy.
But we will continue to give back to our members by offering an extra 1% bonus dividend on qualifying purchases, every day of the week.
You can view your bonus dividend pot on our Members Portal where your bonus dividend will be credited the day after you’ve shopped with us.
You can transfer the balance of your bonus dividend pot to your share account where it will earn interest by visiting any of our society post office counters, or you can withdraw it as cash.
Can I still use stamp cards to pay for goods?
Yes. Dividend stamp cards are the equivalent to cash and our members can still use them to pay for goods.
I haven’t been able to collect as many stamps as usual, that doesn’t seem fair?
Since April you have been receiving 1% bonus dividend on qualifying products every day of the week when you have shopped with us. This has been accruing in your bonus dividend pot and can be withdrawn as cash from our society post office counters. Click here to view our locations.
You can keep track on how much bonus dividend you’re earning my viewing your account on our Member Portal. Click here to log on or register for the member portal.
I have some incomplete £1 stamp cards, can I still use them?
Yes. We can accept incomplete £1 stamp cards for the value of the stamps on the card, and you will get an additional 5% on these. However, we cannot accept incomplete 4p stamp cards.
A polite reminder regarding our in store colleagues.
Unfortunately, heightened situations can cause intensified reactions. We take the mental health and wellbeing of our colleagues very seriously, therefore we would appreciate all customers and members to treat our colleagues fairly and with respect. Our colleagues have your best interests at heart and are working incredibly hard to ensure they still provide the best service they can offer at this incredibly difficult time. We appreciate your frustrations when you are unable to purchase the product you need or want, but this is not due to any fault of our colleagues. We ask that you have patience at this time and understand our colleagues are doing all they can for you, our customers and members.