COVID 19 FAQ
Hello, Sofas & Stuff here.
In line with the latest COVID-19 government update, we are delighted to say we plan on reopening our England sofa stores on Monday 12th April, and intend to open our Edinburgh showroom at the end of April.
In the meantime, you can still shop online, order free fabric samples, or book a live video design appointment from the comfort of your home. You can also get in touch with your nearest showroom by email or phone. Our team would love to hear from you.
For information on a particular store, please visit the invidual showroom page.
Q. Do I need to wear a face covering in your stores?
A. Yes. As of 24th July 2020, following government legislation it is a legal requirement for you to wear a face covering on before you enter shops and keep it on while you are are shopping unless you are exempt. It is not 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. In line with the latest COVID-19 government update, we are delighted to say we plan on reopening our showrooms in England on Monday 12th April, and intend to open our Edinburgh showroom at the end of April.
Q. Is COVID-19 still affecting existing orders and deliveries?
A. All our factories remain open, and we are still delivering goods as normal from orders placed online. Our delivery service continues as 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.
Government guidelines state that deliveries into the home are still possible. However, if you are not comfortable receiving a home delivery, we can arrange a doorstep delivery.
If you do not wish to receive your delivery during lockdown, we will be more than happy to reschedule, but please note, this may mean that you won’t receive your order until the new year.
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. Orders placed in December 2020 have an estimated delivery date of February 2021.
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.