COVID-19 FAQ

UPDATED 9th September 2020:

Are we still taking orders?

Yes we are.

You are still able to place orders online or over the phone on 01726 884123. Our customer service team will be able to answer all questions/queries you have. 

 

Are we still delivering?

Yes we are.

Most of our delivery services are still operating although due to the social distancing restrictions our two man service for larger, heavier and bulky items has been suspended. This means that we are currently unable to deliver these items into your home.

If you are able to receive delivery yourself and have help to take the item off the delivery vehicle and are happy to place the item in your house then on some items we can use our pallet delivery service which is delivered to the pavement.  You will be responsible for removing all packaging and will need to dispose of the pallet too.  

If you would prefer to wait until our Two man service is up and running we will keep your order on hold until the service resumes

Our Parcel and Pallet services are still currently running as normal. We will update this if the situation changes.

Smaller items like chairs, tables (under 240cm), folding garden furniture sets, storage units and benches are all delivered via courier services and are unaffected.

Is there a delay in deliveries at the moment?

As of right now there is minimal delay across our courier deliveries, however the volumes of freight currently passing through the courier networks is extremely high and may result in minor delays.  We will keep you updated if the situation changes.

 

Are we still accepting viewings?

Unfortunately due to the transmission risk and Government guidelines we are unable to book any viewings at the moment.  We will commence viewings when it is safe to do so.

 

Are we still accepting returns?

Yes we are.

We are still happy to accept returns as normal.

We would like to request anyone looking to return an order who is currently self isolating to email us at [email protected] within 14 days of delivery. We will log your return request and arrange the collection once your quarantine period has expired.

If the couriers are unable to collect the item/s due to any further COVID-19 restrictions we will delay the collection until it is possible to do so. Please ensure the item/s are unused and in their original packaging for collection. 

What are we doing to reduce the risk of transmission/spread of the virus?

Everything we possibly can. We are monitoring and following all Government Guidelines as they are announced.

  • All of our Sales advisors and customer support staff are working from home where possible.
  • Our Two man delivery services have been suspended.
  • Our warehouse team has been limited to a minimum number of staff and have been instructed to follow all distancing guidelines and hygiene procedures.
  • We have  installed 4x sanitiser stations and provided all of our onsite staff with masks, gloves and pocket hand sanitisers.
  • All delivery drivers arriving onsite are instructed to stay in their vehicles.