WE'RE ALL IN THIS TOGETHER
The Covid-19 pandemic has been devastating for Canadians, and the situation is changing daily. To help you understand how we are protecting our community during this time, we’ve compiled all the information you might need in one place.
If you have questions or concerns, you can always reach us on Facebook, Instagram, by email at email@example.com, or by phone at 519 273 6617.
LETTER FROM JO
May 15, 2020
Dear Resonance community;
As Ontario’s non-essential retailers reopen on May 19 following a two-month shutdown, Resonance is cautiously excited to be serving bricks-and-mortar customers again, albeit in modified ways.
I am committed to the safety and health of Resonance staff and customers, and I continue to monitor the changing landscape so I can be sure to make informed decisions.
Everything I’m doing is with input from the Resonance community of employees, customers, partners and suppliers. Let’s keep taking care of each other and ourselves.
COVID SHOPPING GUIDE
Here's what we're doing to protect our staff and customers during this time.
Staff will wear fabric masks and sanitize their hands after each interaction. And they’ll maintain physical distance — with customers and each other.
Even as the province has okayed in-store service for clothing retailers, we know that some people may not be ready for that. So we’ll be prepared to assist cautious customers who prefer to shop from the sidewalk.
We learned during the lockdown that our windows are very inspiring! Even when we were closed, Cindy visited the store to create uplifting new outfits, and we found that Items that appeared there soon sold out quickly on our webstore.
In light of that, when weather allows, we’ll place rolling racks of window finds and other new arrivals outside. A staff member will be available to provide assistance. On request, they’ll bring out other items, and will accept payment in our outer vestibule.
Curbside service will work well for customers who browse ahead online. Come with your phone fully charged so you can show us the products you’re looking at.
Though curbside customers won’t be able to try on before purchasing, they’ll have three days — unless other arrangements are made — to return their purchase for a refund or exchange.
To limit the number of people in our store, we’ll be allowing customers to make appointments for in-store shopping. No more than six people, up to three staff members and three customers, will be in the space at the same time. Make an online appointment using the drop down calendar under Appointments in our main menu bar, or call us at 519-273-6617.
We hope to accommodate drop-ins between appointments. But we are committed to a capacity of six people, so we may request that drop-ins wait until capacity allows.
We expect to keep our doors locked. Please knock to find out if there is immediate capacity for your drop-in. If we’re at capacity, we’ll estimate the wait time.
Two of our three main change rooms will be available, with the centre one closed to provide space between customers. Our smaller change room in back section of the store will be available.
We will frequently sanitize surfaces, change rooms, and payment devices.
After clothes have been tried on, or purchased and returned, we will hold them in a separate place until they can be steam cleaned.
Though steaming of fabrics has not been thoroughly tested as a means of killing the coronavirus on clothing, high temperature steam has been shown to kill viruses in laboratories, so we will be taking this measure.
What you can do
Here's how you can participate in our effort to create a safe and comfortable environment for our staff and customers:
We ask that you sanitize with our sanitizer when you enter our space. Please avoid handling your phone and keys after you have sanitized.
Our staff will be masked, and we ask customers to wear a mask too, to help protect our staff and other shoppers. We'll have masks available for you if you don't have your own handy.
Please maintain a hockey-stick's distance with staff and other customers.
Obviously, if you are sick, please don’t come!
Our washroom will not be available to customers.
Due to our capacity measures, other people may be waiting to enter the store while you are inside. When others are waiting, please try to keep your visit to a reasonable time limit and consider exiting the store if you're waiting for a friend rather than shopping.
Changes to policies
To adapt to changing consumer needs and shopping habits, we have temporarily changed our policies around returns.
— Returning discounted items
We are temporarily allowing the return of goods purchased at a discount. Under normal circumstances, we do not allow returns on items that were on sale when they were purchased, but since our entire store is now priced at a discount, we have changed that policy until further notice.
— In-store purchases
You'll have one week to return discounted items you bought in our bricks-and-mortar store for exchange. Refunds won't be allowed unless the item is defective.
— Curbside purchases
We request that you try on your purchases at home and return those you don’t want for refund or exchange within three days, unless other arrangements are made.
— Online purchases
To help you cope with the reality of online shipping during this time, we will accept returns for refund or exchange within 20 days of the shipping date.
It would be very helpful if you can send unsuitable items back as quickly as possible, hopefully well within the 20 day window. This policy will continue until further notice.
— Pre-Covid purchases
If you purchased items in-store during the month of March, you had until May 29, 2020, to return them to the store.