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 Shacks, however, are temporarily closed. Our delivery chaps are also temporarily delaying 2-man deliveries for large items until the UK-wide lockdown is lifted.

Have a read below to learn more about the measures we are taking.

Q. Can I still order?

A. Yes! You can order online or over the phone by calling us on 020 3141 8300. Our warehouse (where we keep large stocks of items), delivery and customer service teams continue to operate (while of course taking precautions to minimise the risk of transmission of Covid-19).

However, due to the recent lockdown in the UK, all made-to-order upholstery (including sofas, beds and scatter cushions) is subject to a longer than usual lead time. We're expecting this to be approximately 9-13 weeks, although this is subject to change as the situation evolves.

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

A. Due to the recent lockdown and social distancing measures introduced in the UK, all our made-to-order upholstery (including sofas, beds , blinds, curtains and scatter cushions) is subject to a longer than usual lead time. We're expecting this to be approximately 9-13 weeks, although this is subject to change as the situation evolves.

Additionally, our delivery chaps are temporarily delaying deliveries for all large items that require a 2-man crew. This is to ensure the safety of our customers as well as our delivery chaps. You can continue to order large items that require a 2-man crew for delivery and we'll aim to get these to you as soon as the Covid-19 lockdown is lifted.

Smaller items, such as bed linen, cushions, lighting and bedside tables, continue to be delivered using 1-man delivery crews from DPD and Parcelforce.

Q. Are any of your Shacks open?

A. All of our Shacks are temporarily closed. However, the situation is continuously under review. So please check the Shack page on our website for opening times, as this may change.

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

A. Due to the recent countrywide lockdown there will be some disruption to the production of made-to-order upholstery items like sofas, beds and scatter cushions.

Due to the recent lockdown and social distancing measures introduced in the UK, all our made-to-order upholstery (including sofas, beds , blinds, curtains and scatter cushions) is subject to a longer than usual lead time. We're expecting this to be approximately 9-13 weeks, although this is subject to change as the situation evolves.

Additionally, our delivery chaps are temporarily delaying deliveries for all large items that require a 2-man crew. This is to ensure the safety of our customers as well as our delivery chaps. You can continue to order large items that require a 2-man crew for delivery and we'll aim to get these to you as soon as the Covid-19 lockdown is lifted.

Smaller items, such as bed linen, cushions, lighting and bedside tables, continue to be delivered using 1-man delivery crews from DPD and Parcelforce.

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

A. Our delivery teams take the health and safety of our customers very seriously. Any 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.

Additionally, our delivery chaps are temporarily delaying deliveries for all large items that require a 2-man crew. This is to ensure the safety of our customers as well as our delivery chaps. You can continue to order large items that require a 2-man crew for delivery and we'll aim to get these to you as soon as the Covid-19 lockdown is lifted.

Smaller items, such as bed linen, cushions, lighting and bedside tables, continue to be delivered using 1-man delivery crews from DPD and Parcelforce.

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. Parcelforce have waived the need for a signature to reduce the risk of virus transmission, so you can now accept our deliveries by verbally providing your name.

All deliveries for large items that require a 2-man delivery crew have been temporarily delayed. This is to ensure the safety of our customers as well as our delivery chaps. You can continue to order large items that require a 2-man crew for delivery and we'll aim to get these to you as soon as the Covid-19 lockdown is lifted.

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

A. Not a problem. Please let us know if you're self-isolating and we'll organise a collection when your quarantine period has ended.

Q. Can I still exchange my items?

Yes, we can still collect and exchange small and medium items that do not require a 2-man 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.

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!