Dear Customers,

At Thorntons, we have been helping people to pass the love on in their local communities and with their friends and families for over 100 years.

Our colleagues up and down the country are passionate and dedicated to delivering our quality products to our customers and for this we would like to thank them all.

With the ongoing case of COVID-19, it is important that we continue to protect the safety and wellbeing of our colleagues and our customers and we would like to provide you with an update on some of the measures we have taken as a business so far.

Our Factory

Food, which as per the guidelines published by the UK government, falls under the critical sectors that should be maintained during the current crisis. At Thorntons, like many other food businesses, we are still working to guarantee production continuity and ensure we are not compromising the food supply chain in the UK. However, we are beginning to reduce production and pare back staffing levels as result of closing our stores.

We continue to strictly follow and apply the relevant local public authorities’ and Public Health England guidelines, while safeguarding the health of our colleagues as our number one priority. Specific preventative measures already in place at our factory include:

  • Strict adherence by all our colleagues regarding self-isolation protocols with paid absence in line with governmental guidelines
  • Each colleague has their temperature taken during each day, by trained medical professionals
  • Specific protective equipment has been provided to all personnel with direct external contact
  • Strictly observing social distancing guidelines. This includes social distancing signs, tapped floor markings across the factory floor, changing rooms and in our E-commerce centre. In our canteen we have table spacing and staggered break times to ensure 2 metre distancing is observed
  • Best practices to prevent coronavirus distributed to all colleagues – this includes guidelines on frequent hand washing and social distancing
  • All common areas sanitized frequently with increased cleaning colleagues on hand

We are closely monitoring the evolving situation, and the safety of our colleagues remains our number one priority.

Thorntons Stores and

Over nine weeks ago, we voluntarily closed all our Thorntons stores and cafes in advance of government direction. We will soon be starting our phased re-opening strategy. To find out more about our re-opening plans and new safety measures, please visit our retail stores update page.

While we look at slowly re-opening stores, our customers can continue to access our range of Thorntons products, online through our website

We have introduced contact-free home delivery for all our deliveries. This gives you and your recipients the peace of mind of no hand-to-hand contact and the driver can leave the delivery safely at your door. Where a signature is required, the delivery driver will take the first and last name of the person accepting the item and record the geolocation of the delivery. You do not need to take any action to enable this. Our couriers Hermes and Parcelforce specific delivery statements are available on their websites via the links below:

Hermes (Standard):
Parcelforce (Next Day):

Thorntons and our colleagues

We have been closely monitoring the evolving COVID-19 situation and government direction. After a thorough review the decision was taken to place a proportion of our colleagues, whose roles are impacted by COVID- 19, on furlough as of the 25th of March for our retail store teams and the 6th of April for manufacturing and head office. We supported colleagues with full pay until the end of April. As from the beginning of May, we paid 80% of their salary, in excess of the Government cap and continue to do so.

As we move towards the re-opening of stores, we will be engaging our retail colleagues in a phased approach to align with our store re-opening strategy.

For our manufacturing colleagues, who are playing a critical role ensuring we continue to operate the factory, we are offering an additional cash bonus to thank them for their commitment and support.

We will continue to work closely with the government to better understand how we can support our colleagues during the constant evolution of this unprecedented situation.

Thorntons and our community

Community has always been important to us and we are committed to playing our role in supporting how we can. We have been already been active in suppling food banks nationally and FareShare with our products to support the vulnerable.

Like you, we have been humbled by the selflessness of our front-line workers at this challenging time. Following the outreach of staff in numerous NHS trusts, we have been be supplying products across the country at this challenging time, as a small token of our deep thanks and gratitude.

Through our charity partners at SSAFA, we donated some of our Easter Eggs to their Royal homes for the elderly to bring a smile to those in isolation.

We also responded immediately to a direct request from government to gift machinery from our factory to support the testing work they are doing on COVID-19.

These are hard times and we will continue to follow the advice of government, protect the safety of our colleagues and understand how we can support our industry during the constant evolution of this unprecedented situation.

We would like to thank our wonderful colleagues for their hard work during this challenging time and our customers for your continued support.