Covid-19 update

Following the most recent announcement from the government, we understand that some of you are now making the decision to return to work. Whilst we cannot currently advise any further on this, we would like to give you an update on what help is available to you, as well as how our operations continue to be affected.

What’s happening at VELUX

Our customer service and sales team will continue to work from home until further notice, therefore you may still experience a slight delay in receiving responses to your enquiries, but we endeavour to respond to all queries as soon as possible.

The VELUX warehouse remains well stocked and open to pick up orders for delivery. Due to the pressure on all logistic services, we are experiencing a small number of delays on deliveries, but we are working hard to keep these on track. If you would like to enquire about the whereabouts of an order, then we ask that you only contact our customer service team if it is more than 72 hours past its estimated delivery time, which will help us to cope with the demand during this time.

The on-site visits our service technicians make are still restricted to pane breakages or roof windows stuck in the open position. Any other type of call (including water leaks) that requires an on-site visit will be recorded and prioritised for when the restrictions are lifted further. However, if you need further assistance, our technicians are still available to provide support via phone or Skype as usual.

How we can help you

Throughout May, you can access free on-site delivery on all VELUX roof-windows. All deliveries will be contactless to continue complying with the regulations, so if you’re interested in making the most of this service, contact your supplier with your details and your delivery will be arranged by VELUX.  

Whilst we are formulating a plan for all eventualities, we are still awaiting further guidance from the government on how we can proceed in the coming weeks. We will therefore communicate with you as soon as we have an update, so continue to keep an eye out on the Certified Installer Facebook page as well as your emails for further information.

If you have made the decision to return to work, please continue to stay safe and follow the government guidelines to ensure both you, your employees and your customers are as safe as possible. Further guidance on how to carry out your services can be found here.

In the meantime, if you have any questions, then please contact either our Customer Service Team or the Certified Installer office who will be happy to assist you.