Covid-19 Coronavirus Information
Over the last few weeks we’ve worked hard to carefully reintroduce home delivery. We took the necessary time to review how we work and how we needed to change, and added in new precautionary measures to make sure every step of the process is safe for all of our colleagues. We’re confident that we’ve made the right choices, and we’re pleased to say that now we are able to offer almost our full range.
After taking the time to work out a safe solution, we have re-introduced our two-person delivery service, for furniture and larger items. For the safety of you and our colleagues these deliveries are completely contact-free, so we will place your order on your doorstep and confirm delivery verbally instead of taking a signature.
We really appreciate your support and understanding at this time, and we will continue to respond as the situation develops and share any further changes with you.
Are stores open?
Currently all our stores across Kent remain closed. As part of a careful and gradual process, we will look to re-open our stores in line with Government guidelines. Once your local store is open, you will have the added option of ‘Collect In Store’ when checking out.
I've placed a 'Collect In Store order', what should I do?
Please do not worry, we are now offering a completely free local delivery service to all our customers. We'll call you to arrange a suitable and convenient delivery date to the best of our ability.
I live outside the local delivery area, is UK Shipping available?
We are currently running a reduced UK Shipping service. All UK Shipping deliveries are currently estimated to take between 7 - 10 working days. Our third party pallet courier are operating a contact-free system in line with Government guidelines and your items along with pallet and packaging will be delivered to your doorstep or nearest access point only. Should you have any questions please send us a message on our contact us page or via email at email@example.com.
I’m concerned about accepting my home delivery order, what do I do?
We've made a few changes to our deliveries to make them safer for everyone.
All of our deliveries are now contact-free. For all deliveries you’ll received a text message with your estimated time slot the day before your delivery. We will place your order in a safe place or on your doorstep, knock on your door, and stand at a safe distance while we verbally confirm your name and delivery. This is instead of asking for a signature. We will take photographs of the delivered goods and their condition for our records. To protect the health and safety of you and our colleagues we will not be able to bring any items into your home, we will only deliver to the doorstep.
Will my home delivery take longer?
Our delivery drivers are an integral part of our team, so to keep them safe we may need to reduce our delivery service. This could mean your delivery takes longer to get to you, but we will let you know by email if we expect any delays. We’d like to thank you for your patience during this time. For deliveries requiring a 2 person team, our drivers will maintain social distancing, and will wear protective facemasks when bringing the item to your doorstep. We will not enter your home, so please make sure you are able to bring the item inside yourself.
Can I order large items for home delivery?
Yes you can. These deliveries will be completely contact-free to your doorstep, and won’t require a signature. To protect the health and wellbeing of you and our colleagues we will not be able to enter your home, so please bear in mind that you will need to bring your item inside without our assistance.
What if my order is cancelled?
We will let you know by email if we need to cancel your order for any reason. You will receive a cancellation and refund notification by email. Please be aware that due to some of our suppliers being closed, some cancellations are taking longer to process than usual, however you will receive notification when your refund has been processed.
If you’ve already spoken to us about arranging a collection you don’t need to get in touch again, we have your details and we will call you to make arrangements.
For any items purchased before 1st March 2020, our usual returns policy applies. Please see our Returns and Refunds policy for full details.
What if I wish to cancel my order?
Please contact us if you wish to cancel your order. Please be aware we are dealing with a high volume of contacts and will respond to you as quickly as possible.
What if my gift card is about to expire?
If your gift card has expired after 1st March 2020 or you have one that is due to expire before our stores reopen, let us know via our contact us form and we will extend this for you.
How do I return my online order?
We are now operating a contact-free collection service for any items you wish to return. Please bear in mind that you’ll need to place the item on your doorstep so we can safely pick it up without entering your home. Our standard Returns and Refunds policy applies on all orders. Proof of purchase must be available and all items must be in it's original packaging. When your item reaches our distribution centre, your refund will be processed. Once we’ve received your item, you should receive your refund within 3-5 working days.
I have a question about my order and need to contact someone.
We're still here for you. We have arranged for our customer support colleagues to work remotely to answer your questions, though due to the volume of enquiries it may take us a little longer to respond. Alternatively, you can contact us using our contact us form, 24 hour chat or email us at firstname.lastname@example.org and one of our colleagues will be in touch as soon as possible.