Coronavirus Update

July 2020

As we all adapt to the 'new normal', here's some useful information for shopping with us.

Our continuing priority is to keep our teams and customers safe, and we're working closely with our suppliers, manufacturing and delivery teams to ensure we do just that and stay in line with Government guidelines.

Whilst we adapt to ever changing situations and World Health Organisation and Government guidelines, we are grateful for your patience and understanding.

Customer Services: 01243 380 600 | Contact Form

Q. Can I shop online?

Yes, our website is firing on all cylinders 24/7 and you can order as you would normally. We have good stock availability on almost all of our products, which can be delivered within normal timescales. For anything in stock, you can normally expect to receive your order within two weeks, though it is often much faster than this.

Q. Are your stores open?

Unfortunately, our Feather & Black stores will not be reopening. Our goal now is to constantly improve our website to make your online shopping experience the best it can be, and to ensure we help you make confident, informed choices when buying our products and services online. 

Customer Services: 01243 380 600 | Contact Form

Q. Can I purchase a made to order item?

We're very pleased to tell you that our manufacturing partners have now reopened, which means our Handmade For You service is back up and running and you can expect normal lead times on all made to order items.

If you are considering using our Handmade For You service, why not order your free fabric samples? If you have already chosen your fabric and would like to go ahead, we recommend ordering soon as we expect they'll be busy catching up with existing orders as well as processing new ones.

Q. Are deliveries affected?

We continue to work closely with our delivery partners and currently, there are no reported difficulties with orders being fulfilled within their normal delivery timescales. If you are in self-isolation or quarantine and you’re expecting a larger delivery, please let us know by contacting our Customer Services team on 01243 380 600.

We are now able to deliver larger items to your room of choice, however we will not be able to unpack items or provide our assembly or recycling service for the time being. If you would prefer us to deliver to the threshold of your property, that’s no problem – please just instruct the delivery team on arrival.  

Q. What are your delivery partners doing to prevent further spread of the virus?

We want to deliver to you as safely as possible. Both our delivery partners and our customers’ health and safety are of paramount importance, so our already rigorous hygiene practices have been enhanced to include the following procedures…

- All delivery vehicles have been deep cleaned and daily cleans happen each evening 

- Delivery crews are sanitising their cabs before and after each delivery 

- Gloves are worn at all times - in vehicles and when completing deliveries

- Delivery briefs are provided in such a way so to avoid any group gatherings

- In support of social distancing guidelines, a trial has started to separate crew members with a follow-on vehicle

- Measures are in place to reduce the number of people in delivery dispatch yards at any one time 

Additionally, our delivery drivers no longer enter customer homes to minimise the amount of contact they have. This helps to keep both them and you safe.

Q. Can I request a no-contact delivery?

All deliveries of smaller items such as bedding, bed linen and accessories, will be a contact-free delivery by DPD. 

For larger items such as beds, mattresses and furniture, please contact our Customer Services team who will work through your requirements and arrange a suitable delivery.

Q. Will you deliver if I’m self-isolating?
If you are self-isolating, please let us know as soon as possible

Smaller items - we are continuing to deliver smaller items (bedding, bed linen and accessories) if you are self-isolating and these will be delivered contact-free to your doorstep.

Larger items – please call our Customer Services team to let us know you’re self-isolating as soon as possible, and we will move your delivery slot to a later date once you’re out of self-isolation. This protects both you, our delivery teams and your product from going through unnecessary warehouse moves and returns processes.

Q. Can I still return or exchange my items?

Whilst we are accepting return requests, we are, unfortunately, still unable to collect the items from you for a return or exchange at the moment due to current restrictions that remain in place.

For anything you wish to return, please call our Customer Services team within 14 days of receiving them so we can authorise your return and arrange a future date for collection. Once we’ve been able to successfully collect your items, we will process your refund straight away.

Please note, any items you’re returning must remain unused and be in its original packaging.

We really appreciate your patience as we wait for restrictions to lift and endeavour to process your return and refund as soon as we’re able to.  

Q. Are you offering your assembly service?

Unfortunately, we remain unable to provide our assembly service for the time being. If you have already purchased this, our Customer Services team will be in touch to offer you three different options: a full refund for the service, a later delivery at a time when we will be able to offer the assembly, or a delivery when your item is ready with our teams returning to you at a later point to assemble your furniture.

Q. Can I still call your Customer Services team?

Yes, our dedicated Customer Services team are ready and waiting to help with your request, so please don’t hesitate to pick up the phone.

Q. Is your Head Office open?

Yes, Head Office remains open, but all of our teams are now working remotely in line with government advice. We're also working hard to deliver a personal experience such as you may be used to in stores, such as through increased staff availability on our phone lines and through online chat (which will show in the bottom right of your screen when available).

If you have any questions at all, please don’t hesitate to call us. We will remain diligent in our approach and we thank you for your support.

Above all, stay safe, stay kind and look after each other.

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