These are not only unprecedented times but also extremely worrying times, and our absolute priority is to make sure our customers and our F&B team are looked after and kept safe. As we navigate through this storm day-by-day, we wanted to let you know everything we’re doing to help prevent the spread of Covid-19 and keep our business running safely.
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 still shop online?
Yes, our website remains online and you can order as you would normally. The vast majority of our products are in stock and can be delivered within normal timescales.
Q. Are stores still open?
To protect our staff and our customers, we have sadly closed our stores temporarily. However, we’re very much still open online 24/7, so you can still find the perfect cosy beds and accessories to transform your home into the haven you’ve always dreamed of. If you have an order or a quote outstanding with us and you’d like to talk about it, our customer services team would love to hear from you.
Customer Services: 01243 380 600 | Contact Form
Q. Will deliveries be affected?
We are working 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 and we can rearrange your delivery slot.
To keep you and our delivery teams safe, we will only be able to deliver all items to the threshold of your property (rather than the room of your choice), and we will not be able to unpack items or provide an assembly service. Our customer services teams are working hard to contact any customers affected by changes in our processes such as this. If this will make it difficult for you to receive your order, please let us know in advance and we can look at alternative options such as delaying your delivery until a later date.
Additionally, some of our made to order products may have longer lead times than usual. We’ll do our very best to keep you informed about the status of your order so that you know when to expect it.
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 including frequent handwashing and cleaning. Our delivery drivers are being trained to practice preventative measures to reduce the risk of spreading the virus and have been advised to wear gloves at all times.
Additionally, our delivery drivers will no longer be entering 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.
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 process.
Q. Can I still return my items?
Unfortunately, we are unable to collect any items for return at the moment. However, please call our Customer Services team who will arrange a collection once restrictions have been lifted.
Wherever possible, please contact us within usual timescales so that we can authorise your return. This will help us to ensure that we can arrange it promptly once we're able to provide this service again.
Q. Are you still offering your assembly service?
Unfortunately, we are temporarily unable to provide our assembly service. 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 still open?
Yes, Head Office remains open, but all of our teams are now working remotely in line with government advice.
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.