COVID-19 FAQs

We're doing everything we can to keep both our precious customers and Loafers safe to minimise the risk of spreading Covid-19.

We're still taking orders online and over the phone. Our makers are a-making, our delivery chaps are out delivering stuff and all of our Shacks are now open.

Q. Can I still order?

A. Yes! You can order online or over the phone by calling us on 020 3141 8300 or by visiting one of our Shacks. All of the superb British makers who make our upholstery (including sofas, beds, blinds, curtains and scatter cushions) are open for business. 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 open for business.

Following updated guidance from the Secretary of State for Business, our delivery chaps are offering safe, non-contact deliveries for all large, in-stock items that require a 2-man crew. Health and safety is our top priority so to protect both you and our delivery chaps, we are offering a limited service. They are now able to fulfill the delivery of large items to either a safe place (door step or garage) or room of choice. Whilst we will be able to deliver to your room of choice, we are not currently offering assembly, removal of packaging or removal of your old sofa or mattress.

And our delivery chaps will adhere 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 chaps, all crews will be provided with hand sanitiser, sanitising wipes and PPE. The transport 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 customer's home.

Smaller items, such as mirrors, rugs, bed linen, cushions, lighting and bedside tables, continue to be delivered to your doorstep using 1-man delivery crews from DPD and Parcelforce. DPD are operating as normal. Due to the UK-wide lockdown, Parcelforce are temporarily delaying deliveries. But don't worry! We'll be in touch to book in your delivery.

Q. When are your Shacks re-opening?

A. Great news! Following an update to the 'The Health Protection (Coronavirus, Restrictions) (England) Regulations 2020' our Shacks are now open.

We've put strict procedures in place to prevent the spread of Covid-19 and to keep our staff and customers safe. This includes (but is not limited to):

  • Operating our Shacks with a limited customer capacity to ensure social distance can be adhered to.
  • Advising all staff and customers to stay home if they show symptoms, even mild ones
  • Asking all staff to increase the frequency of handwashing
  • Where handwashing is not readily accessible for customers, we have supplied hand sanitiser, which we advise all customers to use on entry
  • Cleaning all high contact surfaces (such as door handles) every two hours with anti-bacterial wipes
  • Encouraging customers to shop alone where possible/practical
  • Installing signage and floor markings advising all staff and customers to stay two metres apart at all times
  • Installing 12mm thick perspex screens where it is not possible to maintain two metre distance (such as at the till point)
  • Limiting our 'Swatch' area to one set of customers at a time
  • We have reduced the number of high contact surfaces such as product information stands

Q. What if my order is still in production or hasn't yet been delivered? Will it be delivered to me?

A. Yes! After a temporary closure, all of the superb British makers who make our upholstery (including sofas, beds, blinds, curtains and scatter cushions) are back up and running again. If you'd like an update on your order then please give us a call on 020 3141 8300 and press option 2.

Following guidance from the Secretary of State for Business, our delivery chaps are on the road and offering safe, non-contact deliveries for all large items that require a 2-person crew. Health and safety is our top priority so to protect both you and our delivery chaps, we are offering a limited service. We are able to deliver to large items to either a safe place (door step or garage) or room of choice. However, we are not currently offering assembly, removal of packaging or removal of your old sofa or mattress.

And our delivery chaps will adhere to the very strict social distancing guidelines released by the British Retail Consortium while in your home. All crews will be provided with hand sanitiser, sanitising wipes and PPE. The transport 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 customer's home.

Smaller items, such as mirrors, rugs, bed linen, cushions, lighting and bedside tables, continue to be delivered to your doorstep using 1-man delivery crews from DPD and Parcelforce. DPD are operating as normal. Due to the UK-wide lockdown, Parcelforce are temporarily delaying deliveries. But don't worry! We'll be in touch to book in your delivery.

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

A. Health and safety is our top priority so to protect both you and our delivery chaps, we are offering a limited service for large item deliveries (such as sofas, beds and mattresses). While we are now able to fulfil the delivery of large items to either a safe place (door step or garage) or room of choice, we are not currently offering assembly, removal of packaging or removal of your old sofa or mattress.

And our delivery chaps will adhere 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 chaps, all crews will be provided with hand sanitiser, sanitising wipes and PPE. The transport 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.

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 delivery crews from DPD and Parcelforce. DPD are operating as normal. Due to the UK-wide lockdown Parcelforce are temporarily delaying deliveries. But don't worry! We'll be in touch to book in your delivery.

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

A. Yes. Small deliveries (e.g. bed linen or side tables) are delivered by DPD. You can use their app to instruct them to deliver on your doorstep and they will sign for you. Medium deliveries (e.g. coffee tables) are delivered by Parcelforce. Due to the UK-wide lockdown Parcelforce are temporarily delaying deliveries. But don't worry! We'll be in touch to book in your delivery.

Additionally, following updated guidance from the Secretary of State for Business, our delivery chaps are 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 can still collect and exchange small and medium items that do not require a 2-person delivery crew once your quarantine period is over. However, in order to maintain social distancing, they will only be able to collect items in limited circumstances where the item is immediately accessible and does not require dismantling to remove.

If it is not possible to carry out a collection or exchange due to operational limitations imposed by Covid-19, we will carry out the requested action as soon as it is safe for us to resume normal service.

Q. Can I still exchange or return my items?

Yes, we can still collect and exchange small and medium items that do not require a 2-person delivery crew. However, in order to maintain social distancing, they will only be able to collect items in limited circumstances where the item is immediately accessible and does not require dismantling to remove.

If it is not possible to carry out a collection or exchange due to operational limitations imposed by Covid-19, we will carry out the requested action as soon as it is safe for us to resume normal service. If you have requested a refund, we will process this as soon as your collection has taken place and items returned to our warehouse, so long as you have notified us of your intention to return your items within 14 days of taking delivery. If you have purchased a mattress and would like to return it for a refund, please notify us of your intention to return your items within the 100-night trial window and we will process your refund as soon as your collection has taken place and items returned to our warehouse.

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 over this period. Or you can call them 020 3141 8300. They'd be happy to chat!