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COVID-19 FAQs

Hello, Sofas & Stuff here.

All our stores reopened in June, with social distancing and other safer shopping measures in place including:

  • 2m social distancing measures.

  • No more than 5-6 couples in our showrooms (dependent on size of store) at any one time.

  • Hand sanitising stations at the entrance of every showroom and in key places around the showroom.

  • Increased regular cleaning of our showrooms.

  • We have provided our staff with personal protective equipment (PPE).

  • Out of hours exclusive private in-store appointments for the over 55s. From 9am till 10am and 5pm tlll 6pm. You will have the store totally to yourself.

  • Normal hours private in-store appointments for all ages. With the maximum of 5-6 couples (dependent on store size) in our showrooms at any one time. Full social distancing measures.

  • Live video consultations from the comfort of your own home. We can walk you round the products in store, and advise on what would look and fit best in your home, all by video call.

You pop into a store or can contact us for private in-store appointments, or if you would like to have a live video consultation to discuss your sofa, chair and bed needs, in one of our stores, then book one here. We can also chat to you online with Live Chat, look out for the blue icon in the bottom right hand of your screen when you are on our website, or we can chat to you over the phone on 01798 300353.

If you have any other sales or support enquiries, please contact the main number 0808 1783211 or contact your nearest showroom.

Q. Do I need to wear a face covering in your stores?

A. Yes you do need to wear a face covering in our stores. As of 24th July following government legislation it now a legal requirement for you to put a face covering on before you enter shops and keep it on whilst you are are shopping unless there is a health, age or equality reason not to do so. It is not a compulsory for store staff to wear them. We would encourage you to bring your own face covering, but we can provide masks if you forget yours. For more information on face coverings, when to wear one and how to make one visit the government website page on face coverings.

Q. Are your showrooms open as normal?

A. Yes with the above social distancing and other safer shopping measures in place. As well as visiting our showrooms you can also order online, and speak to us via our online live chat, emailing us at [email protected] as well as by calling us on 01798 300350. There are four ways to visit us find out more here.

We would ask that if it is at all possible that you don't bring your children with you to the showrooms when you visit, however we completely understand if you need to bring your children with you, and we will of course welcome you all when you visit. If you are visiting with children we would ask that you ensure that they follow all the social distancing and other safer shopping measures in the showroom.

Q. Is COVID-19 still affecting existing orders and deliveries?

A. Our delivery service has returned to normal, with some extra social distancing precautions in place (see below). We will be contacting all customers to confirm when your order is due to be completed, and then our delivery partners will get in touch to arrange a delivery date with you. If you have a query on an existing order, please contact the showroom you purchased from. Your patience is sincerely appreciated.

Our team will deliver to your room of choice, unwrap the sofa, put on the feet and take away the packaging as normal.

However in order to keep our colleagues and customers safe we must follow some rules for social distancing.

Please let us know if you are self-isolating for any reason as unfortunately we will not be able to deliver to you in this case.

Our delivery partners will email you to arrange a day for delivery and the day before delivery you will receive a 3 hour time slot.

Q. Will an online order be delivered?

A. Yes, we continue to take orders through our website. If you have any questions, you can use the live chat function on our website where one of our team members will be able to assist with anything you may need. We are currently working to a 10 weeks lead time for new bespoke furniture and 7-10 days for our instock Sofa Pronto collection, however this is dependent on any changes in Government policy and advice.

Q. Should I be concerned about touching an order I have received or collected?

A. There is no evidence to suggest that the virus can be transmitted from packaging, according to Public Health England.


Q. Are you changing your returns policy / process during this time?

A. No, we are not.


Q. Is your Customer Services department open as normal?

A. Yes. You can contact them by emailing [email protected] or telephoning our Head Office on 0808 01783211. 

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