COVID-19: an update for our customers

COVID-19: an update for our customers

Dear customers and friends,

We sincerely hope that you and your families are safe and well. Thank you for all of your messages of support, good will and kindness over the last few weeks – hugely appreciated by the whole team here who are, like you all, coming to terms with a very different way of life and working.

We want to reassure you that we are doing everything we can to maintain the supply of your favourite Childs Farm products. We aim to always be in stock of our full range on and are also working with our retailer and grocery partners to make sure you can buy your favourite products wherever you choose to shop. If you are struggling to find something, don’t hesitate to get in touch with us:

  1. By email on
  2. By telephone on 01635 926000, Monday – Friday 0900-1730.
  3. By direct messaging on our Social Media platforms.

We apologise in advance if our response during the pandemic is a little slower than usual: as a family brand, we pride ourselves on having many working parents on the team, all of whom – like many of you – are experiencing the challenge of home and work life being merged together.

As you can imagine, the volumes of orders that we are currently experiencing – wonderful as they are! – is causing additional pressure to our warehouse staff, our Customer Services Team and The Royal Mail, our preferred delivery partner.

As always, we are aiming to get orders out as quickly as possible, but are at present seeing that some deliveries can take longer than expected to get to you. Given the nationwide issues with delivery volumes, we are not in a position to expediate delivery times at this stage, so please be patient with the team who are working hard to help you with your needs in these challenging circumstances, whilst staying safe.

Can we ask that you only contact our Customer Services Team if you haven’t received your order within 10 working days, or if there is a problem with the order that you have received? The team are all working Mums who are trying to balance work and home as efficiently as they can, so we would ask you to please be patient and allow a little extra time before you get in touch.

We also wanted to let you know that we have been working hard to support NHS and Ambulance teams across the country with mini hand wash and mini moisturiser bottles for individuals, and large pumps of moisturiser for nurses stations and staff rooms, along with little bottles of shampoo for children and babies currently in hospital.

So far we have donated nearly 25,000 bottles, and have given a further 75,000 bottles to one of our manufacturers to fill with hand sanitiser for NHS staff. If you hear about any other NHS services in need, please drop us a note to see if we can help, so together we can make a small difference to these amazing and wonderful people giving up their health and families for us right now.

Finally, to try and help you get some respite, the team have pulled together some fun things to help entertain the kids at our Activity Centre, including drawings, word searches and all the episodes of our cartoon.

We have also pulled together some top tips to help maintain hand health with a 60 second routine to WASH DRY MOISTURISE hands to keep them safe and soft  #WDM202020 – written by me, and staring my 11 year old Bella, who has been using this time to help out Childs Farm and shame us with her editing skills!

Thank you again for all of your support now and over the years – it means a huge amount to us all. Stay safe and stay home.

Joanna Jensen