COVID-19 FAQs

Hello, Sofas & Stuff here.

In line with government lockdown restrictions, all of our showrooms will be closed from Thursday 5th November to Tuesday 1st December 2020, with the exception of Edinburgh, which remains open.

During this time, you can still shop online, order fabric samples, talk to us on live chat, and book a design consultation via live video link.

You can also call your local showroom to pre-book a private design consultation ready for when our stores re-open.

We look forward to welcoming you back very soon.

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

A. Yes. As of 24th July, 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 government lockdown restrictions, all of our showrooms will be closed from Thursday 5th November to Tuesday 1st December 2020, except Edinburgh, which remains open. During this time, you can still order online, talk to us on live chat, email us at [email protected] On weekdays, you can speak to Head Office on 01798 300350, or contact your local showroom. You can also order fabric samples online, and book a design consultation via live video link.

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

A. 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 November 2020 have an estimated delivery date of February 2021, with the exception of our Sofa Pronto range, which can be delivered in 7 days.

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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