COVID-19 FAQs

FAQs

Due to the lockdown currently in place in England all of our Shacks are temporarily closed. We're expecting to re-open on 3rd December. We will update this page as soon as we know more.

In the meantime, our makers and our delivery service is unaffected by the new lockdown restrictions.

For more 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 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 operating as normal and are unaffected by the second nationwide lockdown, as per government guidance. 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 during the second nationwide lockdown?

A. Absolutely! All of the superb British makers who make our upholstery (including sofas, beds, blinds, curtains and scatter cushions) are operating as normal and are unaffected by the second nationwide lockdown, as per government guidance.

Our delivery crew is providing safe, non-contact deliveries for all large, in-stock items that require a 2-man crew. They can fulfil the delivery of large items to either a safe place (door step or garage) or room of choice. They will also be able to assemble your large item and take away the packaging. This service is also unaffected by the second nationwide lockdown, in line with government guidance.

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 and are also unaffected by the second nationwide lockdown.

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

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

A. Yes! All of the superb British makers who make our upholstery (including sofas, beds, blinds, curtains and scatter cushions) will continue to operate as normal and are unaffected by the second lockdown, in line with government guidance. If you'd like an update on your order then please give us a call on 020 3141 8300 and press option 2.

Our delivery crew is providing safe, non-contact deliveries for all large, in-stock items that require a 2-man crew. Our large item delivery service is currently unaffected by the second lockdown and they will continue to either a safe place (door step or garage) or room of choice. They will also be able to assemble your large item and take away the packaging.

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 and are also unaffected by the second nationwide lockdown.

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 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.

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 and are also unaffected by the second nationwide lockdown.

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. Will your Shacks remain open during the second nationwide lockdown?

A. We are urgently seeking clarification as to whether our Shacks can remain open from 5th November 2020. We will update this page as soon as we know more.

Q. What precautions are your Shacks taking to protect against COVID-19?

A. 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
  • New government legislation means all customers will need to wear a face covering while loafing in one of our Shacks. This is required for everyone except children under the age of 11 and adults with pre-existing health conditions or disabilities.

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 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.

Q. Can I still exchange or return my items?

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. 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 020 3141 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.