Furniture Village and Coronavirus (COVID-19)

In light of the uncertainty we all face due to the outbreak of coronavirus (COVID-19), we want you to know that no matter what happens, our number one priority remains the safety of our customers, our employees and the greater community.

We’re also determined to ensure that we can continue to help you to live and work as comfortably as possible. We hope that our website can be a source of support, inspiration and solutions for you – because sometimes we all need a break from the news. And while things might look a little different around here, please know that we are not going anywhere. 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 orders
About customer service support
About our delivery and collection services
About other services
About finance agreements
About our employees
About our partners
About our plans to reopen

 

About our stores

Are Furniture Village stores still open?

In response to government announcements, we took swift action to temporarily close all our stores. We are determined to do our part to help limit the spread of COVID-19, and the health and safety of our employees and our customers will always be our top priority.

Our online store is open and taking orders 24 hours a day, seven days a week, and we will recommence our delivery service just as soon as it is safe to do so.

Can I shop online?

Yes. We know that now, more than ever, home is the most important place for us all. Our online store remains open 24 hours a day, seven days a week, and has everything that you’ll find in our stores and more. If you find something you love, you can place your order online and we’ll deliver it just as soon as it is safe to do so.

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 expert sales consultants will be more than happy to assist you. They’re available every day from 10am to 7pm.

About orders

How might my order be affected by the current situation?

This depends on what you ordered.

Some of our suppliers have been forced to temporarily close their manufacturing facilities in order to help contain the spread of COVID-19. This will, inevitably, cause some delays in getting orders to our customers once we recommence our delivery service. However, as Britain's largest independent furniture retailer we have very close relationships with our suppliers and are able to ensure that our customers’ orders are receiving high-priority attention.

It’s quite likely, however, that your new furniture is being safely stored in one of our warehouses. If that’s the case, we promise to get it to you as soon as we are informed that we may recommence our delivery service.

I’m waiting for my order to be delivered. Where is my furniture now?

While we’ve suspended deliveries for the time being, please know that your new furniture is currently safely stored in one of our warehouses. When it’s safe for us to recommence our delivery service, all outstanding orders will be prioritised and we will be in touch to arrange your delivery day and time.

I placed an order but had not been told that my furniture was ready to be delivered. What’s happening with my order?

Please know that we are still progressing your order. Because of the worldwide impact of COVID-19, your order may take longer than usual to manufacture but we will contact you to schedule delivery as soon as we are able to do so.

If your order is ready, we will keep it for you safely in one of our warehouses. When it’s safe for us to recommence our delivery service, all outstanding orders will be prioritised and we will be in touch to arrange your delivery day 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 10am to 7pm. You’ll be connected with one of our expert sales consultants who can answer questions about anything you’ve seen in our online store and walk you through the ordering process.

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. Under normal circumstances, we’d be in touch with you as soon as possible but we have, in the interests of the health and safety of our employees, temporarily paused all support services until we can find a way for our employees to safely work from home. Just as soon as we have that in place, we’ll contact you.

About our delivery and collection services

Why have deliveries been stopped?

As the health and safety of our customers and our employees is our top priority, we recognise the vital importance of following all social distancing requirements at this time. It would be impossible for us to continue making deliveries and keep everyone safe as our delivery professionals work in teams of two in order to offer the most careful and efficient service. Additionally, our delivery service automatically includes our professional in-home furniture assembly service.

Can I change my delivery time or location?

If your scheduled delivery day falls during the current lockdown period, please don’t worry. When we recommence our delivery service, we will be in touch with you to reschedule your delivery day and time. If, after then, you would like to change your scheduled delivery time and date or the location, please call your local store, or 0800 804 8879 if you ordered online, with your order number.

Are Furniture Village collection points open?

Unfortunately, all Furniture Village collection points are closed at this time. We’ll be in touch to let you know when you may collect your order.

About our other services

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

We’ll be resuming home visits, along with all other Furniture Village support services, just as soon as the government tells us that it is safe to do so. At that point we’ll get in touch with you to rearrange your home visit.

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. Following information from the government, we took swift action to close our stores and suspend our delivery and support services to help stop the spread of COVID-19. Where possible, our employees are working from home and are fully committed to progressing our customers’ orders as quickly as possible. This is a new way of working for us but we are up for the challenge.

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, such as Italy, 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.

About our plans to reopen

When will Furniture Village stores be open again?

The current situation is unprecedented and we’re working diligently to help our customers and employees through it. While we’re looking forward to reopening our stores and resuming deliveries and other services, we will be guided by government advice and continue to do all we can to help stop the spread of the virus. We’ll post any important updates so please keep an eye on this page.