Our Current Response To COVID-19
From Monday, 19 July 2021, the Government are lifting all legal Covid-19 restrictions. The safety of our staff and customers is paramount so due to the recent rise in cases, we’re choosing to keep restrictions in place throughout our business, including our stores and deliveries. 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 implemented a number of safety measures in store to protect staff and customers, such as sanitising stations, social distancing reminders, 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, with the exception of Social Fuel Café in our Battersea store. We’ve put strict safeguarding measures in place to protect our customers and our staff.
ONLINE ORDERS & DELIVERY
Deliveries are operating as normal. Please check the delivery information on individual product pages for specific details.
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 worked hard to establish methods of delivery that are safe for both our staff and our customers. Please see the delivery section on individual product pages for up-to-date information, alongside accurate delivery timescales.
We can now safely deliver furniture to a room of your choice again. Our trained delivery teams are following strict safeguarding measures to protect themselves and you, but if you’d still prefer contactless delivery to your doorstep, garden, garage or outbuilding then this can also be arranged.
All items will be delivered packaged , and in order to reduce contact, we unfortunately will be unable to assemble furniture or to take away packaging.
What are we doing to keep you and us safe?
The health and wellbeing of our customers and employees remains our primary concern, therefore there will be a limited number of staff in our warehouses, and 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.
- Wear appropriate Personal Protective Equipment.
- 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 then you may be eligible for delivery to a room of your choice, but if 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.
For warehouse collections:
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.