OUR CURRENT RESPONSE TO COVID-19
We’re pleased to say that our usual unpacking and assembly services are now available again, with the exception of certain areas – please see below for more information.
Our delivery teams continue to follow necessary safety precautions, and we still have safeguarding measures in place within stores too. This will be reviewed on an ongoing basis.
Are your stores open as normal?
We’re pleased to say that all of our stores are now open. Please check current opening hours on individual store pages.
We have a number of safety measures in place to protect staff and customers, such as sanitising stations, Perspex screens at pay points and additional cleaning practices.
Are your in-store cafes open?
As per Government guidelines, all of our cafes are now open. There are strict safeguarding measures in place to protect our customers and our staff.
ONLINE ORDERS & DELIVERY
Deliveries are operating as normal, but we are experiencing delays due to ongoing global logistics issues. Please check the delivery information on individual product pages for specific details, and for more information on how we're tackling delays please click here.
Can I still place an order online for delivery?
Yes, orders can still be placed through our website. Please see below for delivery information.
Can I still receive delivery of my furniture items?
Yes, we can safely deliver furniture to a room of your choice. If you’d still prefer contactless delivery to your doorstep, garden, garage or outbuilding then this can also be arranged.
Can you assemble my items and take away the packaging?
We’re pleased to say that our usual unpacking and assembly services are now available again, with the exception of the below areas.
Items will be delivered boxed to the following postcodes:
B, BB, BL, CV, CW, DY, FR, FY, HR, L, LA, M, OL, PR, SK, ST, TF, WV, WN, WA, WR, WS. CH, LL, LD, SY
What are we doing to keep you and us safe?
The health and wellbeing of our customers and employees remains our primary concern, therefore our two-man delivery teams will travel in adapted vans to ensure they maintain a safe social distance. We will continue to follow guidance on the best methods to prevent the spread of infection in accordance with recommendations provided by the World Health Organisation.
DELIVERY TO A ROOM OF YOUR CHOICE
Our expert delivery teams have been thoroughly trained on how to conduct in-house deliveries safely. During delivery to your room of choice, they will:
- Maintain a safe distance when possible.
- Sanitise their hands before and after entering your home.
When we call to arrange your delivery, you’ll be informed of how to prepare and what to expect. For example:
- You should ensure that the route to your room of choice is clear and that all doors are open.
- You should ensure that your chosen area is accessible so that we don’t need to touch or move any of your existing furniture.
- Your delivery driver will contact you on the day to confirm that no one in the property is self-isolating.
What if I am self-isolating or do not wish to come into contact with a delivery driver?
Garden furniture, accessories and smaller items delivered by DPD will be delivered via a contactless service to your doorstep, garden, garage or outbuilding.
If you’re ordering a larger piece of furniture, but it’s not safe for us to enter your home, then please let us know and we’ll arrange a contactless delivery as above.
Can I still use Click & Collect online?
Yes, order online and select your preferred collection point as normal.
Once you’ve placed your order, we’ll call you to book your morning or afternoon collection time. This will ensure we have your items available and ready before you arrive, so it’s totally contactless.
Please note: For the safety of our customers and colleagues, staff will be unable to assist with loading and unpacking of goods. Some items may require assembly if using this service.
If I’m self-isolating, how do I return a product?
If you have been unable to return an unwanted item due to self-isolation restrictions, we will honour a late return as long the item meets the other terms of our returns policy including a valid proof of purchase such as a receipt or delivery note.
If you’re having problems with a product you’ve purchased, please contact us.
If I’m self-isolating, can you collect a product from me?
Collection of goods from a self-isolating household can only commence if they are self-isolating as a precaution, and not down to symptoms.
This will be reviewed and arranged on a case by case basis, please email our customer services team on firstname.lastname@example.org to discuss collection.