Covid-19 Coronavirus Information
Over the last few weeks we've gone from normal service to closing our stores and website, to changing the way our warehouse colleagues work, slowly reintroducing online shopping with contact-free deliveries, and most recently we've rolled out contact-free collections too.
At the start of May, the Government gave their approval for homeware stores to re-open, but we've waited until we feel ready and confident in our safety measures. During this time we've enlisted the help of experts from the NHS, Government and Trading Standards to advise us of what we needed to do, and what we must continue doing to ensure that we are helping everyone stay safe and well. After much planning and preparation, we know we can safely begin to re-open our stores.
As with everything we've done so far we have approached this carefully.
Of course we're very happy to welcome back our colleagues and customers, but we will continue to take hygiene and safety very seriously. Our stores are re-opening with guidelines in place to make sure we can all stay safe, from limiting the amount of people in-store at once, to social-distancing guidance, protective equipment for all colleagues, and rigorous cleaning of all areas.
We know that many of you are looking forward to visiting your local store again, but we also understand that some people might feel uncertain about it. For those of you who feel more comfortable staying in your own space, we've introduced contact-free ways to shop, and with options that include contact-free deliveries to 24 hour chat assistance on our website, we hope there's something for everyone.
So we're back, we're safer than ever, and we can't wait to see you again soon.
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. For more information, please see our FAQs and if we've missed anything, please contact us.
When are your stores re-opening?
All our stores are now open with reduced hours. Please 'Visit Our Showrooms' for individual opening hours.
We have implemented social distancing protocols across all our stores, with clear signature and floor decals. We have redesigned the layout of some of our stores to allow for more space between people.Personal Protection:
We have increased personal protection for employees and customers. Hand sanitiser stations are available at the entrance and on the shop floor and back of house for employees and customers. Perspex screens have been installed on tills to protect customers and employees. Customers are asked to sanitise their hands upon entry.In-Store Cleaning:
We have increased significantly the frequency and rigour of our cleaning policy across all our stores: giving particular attention to high frequency touchpoints such as tills, escalators, lifts and employee areas back of house. A deep clean of each store is carried out before re-opening. We have increased the frequency of cleaning throughout the day. Sanitising spray has been made available for employees to sterilise soft furnishing which cannot be wiped down.
Can I now place a 'Collect In Store order'?
Yes, we are pleased to be able to re-offer our 'Collect In Store' option in a number of our stores. This service will be limited whilst we work to ensure it is as safe as possible for both our customers and employees.
I live outside the local delivery area of Kent, is UK Shipping available?
All UK Shipping deliveries are currently estimated to take between 5 - 7 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 firstname.lastname@example.org.
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 email@example.com and one of our colleagues will be in touch as soon as possible.