Yes, I got it too. Here it is for anyone who hasn’t got it.
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I hope you, your family and friends are well and managing to meet together again as we navigate this new phase of the pandemic. The recent easing of lockdown in the UK has allowed us to reopen our shops and welcome some of you back safely. We very much look forward to greeting more of you in the weeks to come.
I am aware that, for some of you, our customer experience in recent weeks has fallen well below normal expectations. Recently we have made significant changes to our systems that will benefit all of our customers in the future. This is a big project that has come with extra challenges for us. Unfortunately this has resulted in delivery and refund delays for some of you. I would like to sincerely apologise to anyone who has been affected. Please be assured that these delays are being resolved and our customer service team will be in touch with anyone who has been affected within the next ten days.
Our customer service team, based in Wales, have been operating with social distancing measures in place, limiting our call centre availability. I like to speak to a person and want to ensure you can do so too, if that is your preference. Starting from Tuesday, our customer service team will be expanded safely and you can contact us by phone, as well as online chat, 7 days a week. We will be available 9am - 8pm (BST) Monday to Friday, 10am - 6pm on Saturdays and 10am - 4pm on Sundays.
With the new systems we have made some changes to our returns process, allowing us to cut paper usage, reducing our impact on the planet. Simply visit returns.toa.st, tick the items that you would like to return and then take your repackaged items to your local Post Office along with the QR code in your returns confirmation email.
The wellbeing of our teams and customers has been, and remains, our highest priority. We made the decision during COVID-19 to photograph clothing in the studio without models, purely for the safety of our team. We have listened to your feedback and appreciate that seeing TOAST garments on a model is preferable to you. We will be reintroducing this photography for AW21. We are also looking at further ways to showcase our collections clearly for you. We are particularly excited to be producing new Styling Conversations videos and look forward to sharing the latest summer video with you next week.
A lot has changed recently, but what remains at the heart of TOAST is our community and maintaining the personal connections we have with so many of you. I would like to apologise again to any of you who have not experienced the service you have come to expect from us at TOAST. I would also like to thank you for your patience and for your continued support.
Suzie de Rohan Willner
TOAST CEO