Coronavirus - information for our customers

Last updated: Wednesday 4 November 2020

Our number one priority as a 160 year old family owned business has always been to maintain the safety and wellbeing of all our customers and hard working staff, whether that is in store or during delivery of furniture, beds or flooring. The ongoing coronavirus outbreak means that we have made some changes to our normal operating processes, and we thank you for all your support and understanding.


Here for you 7 days a week - by phone, email and live chat

Our stores are temporarily closed until 9am Wednesday 2nd December

In accordance with the UK Government’s latest lockdown regulations, our stores are now closed to personal shoppers until 9am on Wednesday 2nd December 2020. 

However, we want to keep our customers fully informed about their orders, so we have a customer contact team available during normal opening hours 7 days a week, via telephone, email and live chat.  They will be able to help with:

  • Order lead time updates and delivery queries
  • Help with ordering via our website or over the telephone
  • Product support questions
  • Service requests

Shop Online or via Telephone - available throughout lockdown as normal

Throughout the duration of the current lockdown, you can continue to shop the vast majority of our range online from the comfort of your own home at www.fairwayfurniture.co.uk

If you need help with placing an online order, simply call 01752 408941 during our normal opening hours and one of our contact team will be happy to assist you.

Alternatively, you can choose what you want to order online and then call your local store and they will take your order over the telephone. If you need advice before deciding, they can help with that too!


Deliveries and flooring installations operating as normal

Customer deliveries - continue to operate as normal

We have worked hard to ensure that our delivery processes are compliant with the 'Covid Secure' standards set-out by the UK Government guidance.

We are therefore continuing to deliver as normal to customers through the latest England-wide lockdown using our 'contactless' delivery protocols, which  enable us to ensure both the customer and our staff remain safe.  Here is how the process works:

  • You will be called to arrange a delivery date
  • You will be asked to confirm that noone in your household is currently displaying any symptoms of Covid-19
  • A delivery date will be agreed and we will then advise you on the evening before delivery (by text message, email or automated call) of the 90 minute delivery time window
  • On the day of delivery, the team will telephone you to confirm they have arrived at your home
  • They will then stand at least 2m from your property entrance and ask you to confirm again that there is still noone in your household currently displaying any Covid-19 symptoms
  • They will request that you explain where you want your furniture, and then ask that you ensure that you and anyone else in your household refrain from coming within 2 metres while they make the delivery - ideally you should stay in a separate room
  • The delivery team will then photograph the items in-situ in your home as proof of delivery and leave your property when finished

For your added peace of mind, we are using the following protective measures among our delivery teams:

  • Delivery crews must confirm on arrival to work each day that neither they or anyone in their household has any symptoms of Covid-19
  • Delivery crews will wear masks and gloves when carrying out your delivery
  • Delivery vehicles are regulary cleaned with anti-bacterial treatments

For customers not wishing us to make a delivery into their home, we offer the option to have the goods delivered to the front door or other suitable and easily accessible entrance instead.


Carpet fitting and installation services - continue to operate as normal

As with normal furniture deliveries to customers, we will continue to operate our carpet fitting and other installation services as normal throughout the lockdown period.

Our installation teams will continue to observe the 'Covid Secure' standards as set-out in UK Government guidance.

If however you feel that you would rather cancel and reschedule your carpet fitting or installation, then please contact the team at the store from where you made your purchase and they will be happy to help rearrange your appointment.



Ensuring our stores are safe shopping spaces for when we reopen in December

When our stores reopened back in June, we established a fully Covid-secure environment in our stores so that customers can 'Shop Safely’.  Measures that are now routinely in place include:

  • Hand sanitising stations at customer entrances and around the store
  • Social distancing floor stickers to help customers maintain suitable space from others
  • All display models - from sofas to beds, dining furniture to bedrooms - are being sanitised with the unique Sanitiser+ system from Staingard on a regular basis
  • Stores are being cleaned with increased frequency, especially key touchpoints such as toilets and in store payment devices
  • Staff have full access to appropriate PPE (personal protective equipment) in accordance with latest guidelines
  • Customer service desks have been fitted with protective screens

PLEASE NOTE:  It is mandatory for all our staff and for customers visiting our stores to wear a face covering (unless exempt).