Coronavirus - information for our customers

Last updated: 8th June 2021

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.

Our stores are OPEN!

In accordance with government guidelines, non-essential retail reopened to personal shoppers on the 12th April 2021. If however you are still not comfortable shopping in person, you can of course telephone or email your nearest store, or contact us via live chat, available here

Out stores teams can help you with:

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

Ensuring our stores are safe shopping spaces so you can shop with confidence

We have continued to enhance further the fully Covid-secure environment in our stores so that customers can 'Shop Safely’. 

As part of the UK Government's workplace testing programme, all our staff working in store are now regularly Covid tested to ensure we offer a safe shopping environment

Other 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) until government restrictions are changed.

Don't forget, you can continue to Shop Online, by Telephone or Video Consultation

If you need help with placing an online order, simply call 01752 408941 during our normal opening hours and one of our 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. We offer a video consultation service, where you can have a personal shopping trip of our products all from the comfort of your own home.  Find out more and book your appointment here.

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.

This includes regular Covid-19 testing of our delivery teams so that we can keep you safe and offer added peace of mind.

We are continue to deliver as normal to customers 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 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 to as near normal schedules as possible, subject to fitting team availability.

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.