Covid-19 - Corona Virus Update
Whether you’re shopping, looking for inspiration or just need a little escape, we are open online as normal so you can browse from the safety of your home.
As a family run business, we’ve always taken the well being of our team and customers personally. Our absolute priority in the current situation is ensuring everyone’s safety. Therefore, we would like to assure you that we’re closely following advice from the government, World Health Organisation and the NHS.
We are doing everything we can to get your orders to you as quickly and safely as possible. We will keep the below information updated as things change over the coming weeks.
Can I still order?
Yes, currently our website is running as normal and you can still browse your favourite products, place orders online and via email. If you have any order or products queries, you can contact us at email@example.com
I'm thinking of placing an order for a Made to Order piece? Will you be able to make and deliver it?
Yes. However, due to the recent lockdown in the UK, all made-to-order are subject to a longer than usual lead time. We're expecting this to be approximately 9-14 weeks, although this is subject to change as the situation evolves.
in regards to delivery, due to the UK-wide lockdown and to keep everyone safe our furniture delivery drivers have suspended delivery to room of choice. When they book in your delivery, if they can't safely deliver to an out building, doorstep or hallway, they will postpone until it is safe to do so
What if my order is still in production or hasn't yet been delivered? Will it be delivered to me?
Due to the recent countrywide lockdown there will be some disruption to the production of made-to-order items. If your order has been delayed then our customer service teams will be in touch to advise you of the expected delivery date. We thank you for bearing with us at this difficult time. If you have any concerns please email us at firstname.lastname@example.org
In regards to delivery, due to the UK-wide lockdown and to keep everyone safe our furniture delivery drivers have suspended delivery to room of choice. When they book in your delivery, if they can't safely deliver to an out building, doorstep or hallway, they will postpone until it is safe to do so
Is there any risk my delivery will be delayed?
All in stock items are still available for immediate delivery, however because of the current situation there might be small delays of a day or two but currently all our delivery partners are operating as normal.
Do you have a no-contact delivery process in place?
Yes. All our couriers have no-contact deliveries in process. Please let them know your wishes when they contact you to arrange delivery, or when they arrive at your address.
For smaller orders, delivered with Parcelforce or Royal Mail, if you’re unable to come to the door you can ask your driver to leave the parcel on your doorstep, or just inside your door.
For larger furniture deliveries, due to the UK-wide lockdown and to keep everyone safe our furniture delivery drivers have suspended delivery to room of choice. When they book in your delivery, if they can't safely deliver to an out building, doorstep or hallway, they will postpone until it is safe to do so
Upon delivery there will be a contactless handover - we would respectfully request that you or others in your household keep 2 metres distance from our delivery teams.
What precautions are you taking to prevent the spread of COVID-19 and keep your team and customers safe?
We have closed the office temporarily and everyone is now working from home. Our warehouse remains open but with minimum staff maintaining a 2-metre distance at all times and taking extra precautions, with regular hand washing and regular surface sanitising.
Our delivery partners have employed similar practises as well as offering no-contact deliveries and we are speaking to them on a daily basis to share information. Our furniture delivery drivers are having their temperatures tested as a precaution each morning as well as being given anti-bac wipes, soap and disposable paper towels
I'm self-isolating. Can I still get my delivery?
Yes. All our couriers have processes in place to be able to deliver to customers who are self-isolating, just let us know when you place your order, or let the courier know your wishes when they contact you to arrange delivery or when they arrive at your address
I'm self-isolating. Can I still return my items and have a collection?
Yes. Please let us know if you’re self-isolating and we can arrange a non-contact collection, just contact us at email@example.com
Please note that we have suspended collection of larger furniture items for now. If you wish to return your item, please let our customer service team know and we will help with a postponed collection when such services are back to normal. Our usual returns period will be extended in these cases.
Can I change my delivery time/location?
Yes. Please contact our customer service team at firstname.lastname@example.org and we’ll help with this
Are your Customer Services still open?
Yes, our Customer service team is running as normal, you can contact our Customer Services on email@example.com Our Customer Service team is working as usual, from Monday – Friday, 9am – 5pm