Furniture Village and Coronavirus (COVID-19)

In line with government guidance, our stores are now open and deliveries are proceeding as normal. Our number one priority remains the safety of our customers. We are following the government’s COVID-secure guidelines as well as our own strict Shop Safe protocols, so you can visit us and take delivery of your new furniture with complete confidence. We’re expecting an increase in demand following lockdown and this might mean that some lead times will be extended. We apologise in advance if you experience any delays. If you have furniture on order, we will keep you updated on expected delivery dates. Our customer care team is carefully working through your calls and emails so if you’re waiting to hear back, please bear with us. We really appreciate your patience.

As Britain's largest independent furniture retailer, we know that we’ll always have a role to play in helping the nation feel happier at home. Thank you for your continued trust in Furniture Village and for helping us to protect lives and livelihoods.

Your questions answered

About our stores
About our delivery and collection services
About orders
About customer service support
About other services
About finance agreements
About our employees
About our partners

 

About our stores

Are Furniture Village stores open?

Yes, all 54 stores are now open. As always, our focus is on safe shopping and we have a number of important safety measures in place that follow the government’s COVID-secure guidelines and that are designed to keep everyone safe. Find out more about our Shop Safe initiatives.

If you prefer to shop from home, why not book a virtual video appointment with a store consultant at a time to suit you? Or take a stroll round our new Virtual Village, for the store experience from the comfort of your sofa.

Can I book an appointment at my local Furniture Village store?

Yes. We offer 121 appointments in store with a dedicated consultant, so you can enjoy trying out your favourite sofas, dining sets and beds with the undivided attention of your own personal furniture expert. Find your local store to book an appointment.

How is Furniture Village keeping customers safe in stores?

When you visit a Furniture Village store, we want you to feel safe and comfortable. That’s why we’ve introduced a wide range of safe shopping measures.

You’ll notice that, like many shops you may visit, we’re asking customers to stay at least 2 metres from other customers, to avoid physical contact and to wear a face covering at all times. You will be greeted at the door, have your temperature taken and asked to clean your hands with hand sanitiser provided. Each of our team members will have their temperature taken too.

Once inside the store, you’ll see various signs that remind everyone to practise safe shopping. Hand sanitiser points will be readily available as you browse and try our furniture and beds. Safe 2 metre social distancing guidelines require an area of 12.5 sqm per person. In our stores we’re allowing 25 sqm per person and 50 sqm for a family group. Please be patient if we need to limit numbers in store. We are also undertaking enhanced in-store cleaning routines and have provided our consultants with personal protective equipment.

Our café bars are no longer self-service but if you would like a cup of tea or coffee please just ask and we’ll be happy to make it for you. We do ask that you remain seated while you enjoy your drink and that you replace your face covering before continuing to browse. Please also be aware that our toilet facilities are for emergency use only. One thing hasn’t changed, however, and that’s our helpful and knowledgeable sales consultants. Please do turn to them for help and advice.

If you find something you love and are ready to order, you’ll notice that we’ve installed protective screens at our consultants’ desks and provided one-time use pens. For hygiene reasons, our preferred choice of payment is by debit or credit card.

At this time, our stores have slightly reduced opening hours. Please check your local store details before you visit. And, finally, we respectfully ask that if you have any of the symptoms of COVID-19 listed on the NHS website, please visit us when you are no longer contagious.

Do I have to wear a face covering if I am going to a Furniture Village store?

Yes. To help keep everyone safe and to comply with government guidance, we’re asking everyone to wear a face covering at all times when visiting one of our stores, unless exempt. Please note this applies even if you’re lucky enough to be fully vaccinated. Thank you for your understanding and cooperation.

Can I shop online?

As always, our online store is open 24 hours a day, seven days a week, and has everything that you’ll find in our stores and more.

For everyone's health and safety, we are now operating a non-contact delivery service and our delivery specialists are adhering to strict safety protocols. Your order will be brought into the room of your choice, and in-room furniture assembly is available for many items. If you prefer, we can also deliver most items just to your doorstep. This does mean, however, that you will have to lift your order into your home and assemble it yourself, which may require two people. Please note, our room of choice delivery service is not available for the Grande Dining Table or the Merlin Dining Table. To arrange doorstep delivery, please call 0800 804 8879 or contact us via Live Chat seven days a week from 9am to 10pm.

If you are awaiting delivery of an existing order, please know that we are contacting customers as soon as we have their furniture to arrange a delivery date. We will update all customers on the status of their orders if the delivery timeframe changes.

If you need help choosing your furniture or placing an order, please call 0800 804 8879 or contact us via Live Chat and one of our experts will be more than happy to assist you. They’re available every day from 10am to 7pm.

You can also book a one to one live online video consultation with a furniture expert who can answer all your questions and show you products in more detail. Or why shop virtually in our new Virtual Village.

About our delivery and collection services

Are you delivering as normal?

Yes. We’re pleased to say that deliveries are, for the most part, continuing as normal. Please note that in response to recent government protocols, some of our trusted suppliers that deliver direct to customers are not currently offering a full delivery and in-room assembly service and are delivering only to hallways. We recommend that you carefully check the delivery details on the relevant product pages of our website.

Please also note that in line with government guidance, some of our trusted suppliers that deliver direct to customers are not currently offering a full delivery and in-room assembly service and are delivering only to hallways. We recommend that you carefully check the delivery details on the relevant product pages of our website.

To help keep everyone safe and healthy, our delivery specialists are following strict safety protocols. These include weekly COVID testing, working in fixed teams, travelling in delivery vans equipped with Perspex dividing screens, and using personal protective equipment and hand sanitiser. We are also checking the temperature of each delivery specialist daily.

All deliveries are non-contact. If you live in an apartment we offer doorstep deliveries to the main door of your apartment building. For other deliveries, you can specify your room of choice, subject to certain supplier exceptions. Please note that if you live in an apartment we can only deliver to the main door of your apartment building. When we call to schedule your delivery, we’ll discuss the options that are available to you and help you decide on the one that's most appropriate.

If you choose doorstep delivery, please remember that your order will most likely require two people to carry it into your home. You will also be responsible for any assembly required and to dispose of the packaging.

If we haven’t yet scheduled your delivery, it’s most likely because we haven’t received your furniture from the manufacturer. Unfortunately, we are still experiencing delays from some of our suppliers. We’re in constant communication with them and are doing everything we can to expedite the situation.

Do you have a contact-free delivery service?

Yes. We are currently offering a non-contact delivery service to hallway or the room of your choice. Please note that some of our trusted suppliers that deliver direct to customers are not currently offering a full delivery and in-room assembly service and are delivering only to hallways.

Our delivery service adheres to carefully designed safety protocols. Our delivery specialists work in fixed pairs and travel in vans which have been fitted with Perspex dividing screens. Delivery specialists are also supplied with extensive personal protective equipment and use hand sanitiser before and after every delivery. We are also taking the temperature of every delivery specialist daily, and have introduced enhanced cleaning routines for our vehicles, equipment and warehouses.

To ensure that deliveries are entirely non-contact, we ask that one hour before the scheduled delivery time customers open windows in the room where the order will be placed and along the access route to the room. We also request that you stand outside your home while our delivery specialists are inside. Most importantly, we ask that you confirm that neither you nor anyone in your household has any of the symptoms of COVID-19 listed on the NHS website or are self-isolating in your home.

If you prefer, we can deliver your order to your doorstep instead. In this case, it's likely that your order will require two people to lift and carry it into your home along, take care of any assembly required and dispose of the packaging. Please note, our room of choice delivery service is not available for the Grande Dining Table or the Merlin Dining Table. To arrange a doorstep delivery, please call 0800 804 8879 or contact us via Live Chat seven days a week from 9am to 10pm.

Are there any products that you are unable to deliver?

Our suppliers have also been affected by the current situation and this may impact product availability and delivery schedules. Please bear with us as we work to minimise delays. We will, of course, update customers on the status of their orders if the delivery timeframe changes.

Are you able to take away my old furniture?

If you’re buying a divan bed and/or mattress our home delivery specialists can dispose of your old bed when they deliver your new one, with zero waste to land fill, on a ‘like for like’ basis. Ordering online? Simply tick ‘Recycle my old furniture’ at checkout. Ordering in store or by phone? Please arrange with your sales consultant.
For safety reasons, we’re currently asking customers to ‘bag and seal’ furniture prior to collection, with bags provided in advance. Only fully wrapped and sealed furniture can be accepted for recycling.

For all other furniture, our partner Speedy Clear offers a next day collection service. They will take your old furniture away and recycle it responsibly. Prices start at £55 for the first item and £45 for the second item.

For full details, please see our Furniture Collection page.

Can I change my delivery time or location?

If you would like to change your delivery time and date or the location, please call either 0800 804 879 or the store where you placed your order. Please have your order number to hand.

Are Furniture Village collection points open?

Yes, our Furniture Village collection points are now open.

I'm self-isolating. Are you still able to deliver anything I order?

Yes, we are. Along with our room of choice delivery service, we also offer a non-contact doorstep delivery option, safely delivered by our team of Covid-tested drivers. You are not required to sign anything. Please note that this does mean that you will need to bring your furniture into your home, assemble it yourself if necessary and dispose of the packaging. To arrange doorstep delivery for your order, please call 0800 804 8879 or contact us via Live Chat seven days a week from 9am to 10pm.

I requested furniture assembly when I placed my order. What happens now?

Our regular delivery service includes professional in-home furniture assembly and installation. At the moment we are operating a non-contact delivery service, and while we will deliver your order to the room of your choice, our strict safety protocols mean that our delivery specialists can assemble only certain items. We will discuss this with you when we call to schedule your delivery.

Are you delivering to Scotland and Wales?

Yes, but only safe, contactless delivery. If you live in Scotland we can deliver to your doorstep or to the building threshold. If you live in Wales we can deliver to the room of your choice as well as your doorstep.

About orders

How might my order be affected by COVID-19?

If your order hasn’t yet been delivered, please know that we are doing everything we can to hurry things along. As soon as we have an update from the manufacturer of your furniture, we will schedule your delivery.

It’s also possible that we may already have your furniture. If that’s the case, please know that it’s being safely stored in one of our warehouses. We'll be getting in touch very soon to offer you a convenient delivery date and time.

I’m trying to place an order online and need some help. Can I call you?

We’ll be more than happy to assist you. We understand that being comfortable at home is more important than ever before and we’re here to help. Please call 0800 804 8879 or contact us via Live Chat seven days a week from 9am to 10pm. You’ll be connected with one of our experts who can answer questions about any product and walk you through the ordering process. If you prefer, you can also book a one to one live online video consultation with a furniture expert who can answer all your questions and show you products in more detail.

Are you delivering?

Yes. Deliveries are continuing. If your order has been affected, please accept our apologies and know that we’re working very hard to minimise delays.

To help keep everyone safe and healthy, our delivery specialists are following strict safety protocols. These include working in fixed teams, travelling in delivery vans equipped with Perspex dividing screens, and using personal protective equipment and hand sanitiser. We are also checking the temperature of each delivery specialist daily.

All deliveries are non-contact, and you can choose to have your order delivered either to your doorstep or to the room of your choice. Please note that if you live in an apartment we can only deliver to the main door of your apartment building. When we call to schedule your delivery, we’ll discuss the options that are available to you and help you decide on the one that's most appropriate.

If you choose doorstep delivery, please remember that your order will most likely require two people to carry it into your home as well as any self-assembly and disposal of packaging.

Will I have to assemble my furniture?

We will deliver anything you order to the room of your choice. In-room assembly may be available and we will discuss this with you when we call you to schedule delivery. If you prefer doorstep delivery, please call 0800 804 8879 or contact us via Live Chat seven days a week from 9am to 10pm. Remember that many items are large and heavy and so may require two people to bring into your home and assemble safely. Detailed assembly instructions will be included within the packaging, and you can also download assembly instructions from your product's information page on our website.

I'm exchanging my order. Is there anything I need to do before you arrive?

For everyone's health and safety we ask that one hour before our delivery specialists are scheduled to arrive, you open the windows in the room where your order will be delivered to and collected from, and along the access route to the room. Please also make sure that the furniture you are exchanging is fully wrapped in its original packaging. We also request that you stand outside your home while our delivery specialists are inside. Most importantly, please confirm that neither you nor anyone in your household has any of the symptoms of COVID-19 listed on the NHS website or are self-isolating in your home.

About our customer service support

I contacted you recently with a question about my order. When will I hear back from you?

If you’ve recently been in touch with us with a query about your order or to process a return, please be assured that your issue has been logged with our customer care team. A team member will be in touch as soon as possible.

I had a home visit booked in. Is this going to happen?

YYes. Our home visits are permitted to continue as normal. If you wish to postpone your booking, please contact our customer services team.

About finance agreements

I’m worried about making repayments at this time. What should I do?

This is a challenging time for many and we understand your concern. Your interest-free credit arrangement is provided by our partner Hitachi Capital PLC, and we encourage you to reach out to them with any questions as soon as possible. You’ll find their contact information on your credit agreement.

As my order has been delayed, what will happen to my interest free credit arrangement and can I defer payments?

Our interest-free credit is provided by our partner Hitachi Capital PLC, and we encourage you to reach out to them with any questions. You’ll find their contact information on your credit agreement. As a reminder, payments typically start about four weeks after your furniture is delivered to you.

About our employees

What precautions are Furniture Village employees taking to stay healthy?

The health and safety of our customers and our employees is extremely important to us and we’ve introduced stringent COVID-secure protocols across the company. These include weekly Covid testing, strict social distancing measures, sanitising of stores and offices, and daily temperature-taking. Our delivery service also adheres to carefully designed safety protocols that follow important health and social distancing requirements.

What steps are your employees taking to prevent the spread of COVID-19?

TTo ensure everybody’s safety, we've embraced new ways of working that maintain high standards of hygiene as well as strict social distancing requirements. Our stores, warehouses, equipment and vehicles are cleaned thoroughly every day, and our sales consultants and delivery specialists only work if they are healthy. We Covid-test each and every employee on a weekly basis and take each person’s temperature when they arrive for work each day. Our sales consultants and delivery specialists are also required to wear appropriate personal protective equipment and to use hand sanitiser frequently. For our delivery specialists, this means before and after every delivery. Our vehicle cabs have been fitted with Perspex dividing screens. Please know that these safety protocols are being continually reviewed in line with government guidance, and we will make any changes necessary to keep our customers and our employees safe at this time.

What steps are your delivery teams taking to prevent the spread of COVID-19?

To ensure everybody’s safety, we've embraced new ways of working that maintain high standards of hygiene as well as strict social distancing requirements. Our warehouses, equipment and vehicles are cleaned thoroughly every day, and our delivery specialists only work if they are healthy. We Covid-test our delivery drivers every week and take each person’s temperature when they arrive for work each day. Delivery specialists are also required to use hand sanitiser before and after every delivery, and to wear appropriate personal protective equipment. Our vehicle cabs have also been fitted with Perspex dividing screens. Please know that these safety protocols are being continually reviewed in line with government guidance, and we will make any changes necessary to keep our customers and our employees safe at this time.

About our partners

How is Furniture Village supporting its brands and suppliers?

We are very privileged to work with some of the world’s finest furniture brands, many of which are located in regions that have been disproportionately affected by COVID-19.

We intend to be as supportive as possible to our valued partners during these unprecedented times and to be flexible and accommodating if orders and supply chains are affected.

This is a challenging time for all of us and we know that we all have to work together and stay positive.