COVID-19 FAQs

For information about what we're doing to keep both our precious customers and Loafers safe and to minimise the risk of spreading COVID-19, please have a read of our frequently asked questions below. Stay safe!

Q. Can I still order?

A. Yes! You can order online, over the phone by calling us on 0203 141 8300 or by visiting one of our Shacks (all of which are now open). All of the superb British makers who make our upholstery (including sofas, beds, blinds, curtains and scatter cushions) are operating as normal. And our warehouse, delivery and customer service teams continue to operate (while of course taking precautions to minimise the risk of transmission of COVID-19).

Q. I'm thinking of placing an order? Will you be able to make and deliver it?

A. Absolutely! All of the superb British makers who make our upholstery (including sofas, beds, blinds, curtains and scatter cushions) are operating as normal. Please check the webpage of the item you're interested in for lead times and availability.

Due to the easing of lockdown restrictions, our assembly service of large things is back up and running. However, this does mean we are seeing a very high demand, so deliveries by Wincanton are being made up to 21 days after items are made available in our warehouse.

Smaller items, such as mirrors, rugs, bed linen, cushions, lighting and bedside tables, continue to be delivered to your doorstep using 1-man, non-contact delivery crews from DPD and Parcelforce. DPD and Parcelforce are operating as normal.

We will update this page should there be any changes to the government guidance that affects our delivery service.

Q. What precautions are your delivery teams taking to prevent the spread of COVID-19?

A. Health and safety is our top priority. To protect against COVID-19, our delivery crew is adhering to the very strict social distancing guidelines released by the British Retail Consortium while in your home. To ensure safety of our customers and delivery crew, all staff will be provided with hand sanitiser, sanitising wipes and PPE (this includes face masks, manual handling gloves and shoe covers). The delivery crews will be planned in a consistent partnership and vehicle while social distancing is in place. If requested to do so the crews will wash their hands on entry and exit of the customers home.

Due to the easing of lockdown restrictions, our assembly service of large things is back up and running. However, this does mean we are seeing a very high demand, so deliveries by Wincanton are being made up to 21 days after items are made available in our warehouse.


Any delivery staff with symptoms of COVID-19 - or staff who live in a household with someone with symptoms - have been asked not to come into work.

Smaller items, such as mirrors, rugs, bed linen, cushions, lighting and bedside tables, continue to be delivered to your doorstep using 1-man, non-contact delivery crews from DPD and Parcelforce. DPD and Parcelforce are operating as normal.

Q. What precautions are your makers taking to prevent the spread of Covid-19?

A. All makers have very strict procedures in place to prevent the spread of COVID-19 and keep their staff safe. This includes:

  • Operating with lower staff numbers to ensure staff can maintain adequate social distance
  • Staggering working times to minimise risk of people coming into close proximity to each other
  • Ensuring every worker has their own work station that is never shared with other members of staff
  • Staggering tea and lunch breaks to minimise staff numbers in communal areas
  • Cleaning high contact areas with anti-bacterial wipes regularly throughout the day

Q. Are your Shacks open?

A. Good news! All of our Shacks are now open. We are doing everything to keep our customers and loafers safe.

We're sticking to social distancing, so there might be a short wait if we're busy. Why not read up on the rules and check out what's on display at your local Shack before planning your trip?

If you can't make it to a Shack, the team are still available for in-store video consultations. They love to have a natter about everything from interior concepts and colour palettes to choosing fabrics and taking measurements. Just fill in this form and we will contact you to confirm a consultation over the phone. Easy!

Q. Can I still exchange or return my items?

A. Yes, we are offering safe, non-contact collections and exchanges for all item sizes. To book in a return or exchange then please click here.

Q. I'm self-isolating. Can I still get my delivery?

A. Yes. Small items (e.g. bed linen or side tables) are delivered by DPD while medium items (e.g. coffee tables) are delivered by Parcelforce. They are providing a non-contact, doorstep delivery service.

Additionally, our delivery crew is offering safe, non-contact deliveries for all large items that require a 2-person crew.

Q. I'm self-isolating. Can I still return my items and have a collection?

A.Yes, we are offering safe, non-contact collections and exchanges for all item sizes once your quarantine period is over. To book in a return or exchange then please click here.

Q. Can I still get in touch with your customer services team?

A. Yes, you can contact our customer team via email or live chat as normal. Or you can call them 0203 141 8300. They'd be happy to chat! Please note we are experiencing a high volume of queries at the moment but we'll do everything we can to get to you as quickly as possible.