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 our number one priority remains the safety of our customers, our employees and the greater community.

In recent weeks we’ve been able to welcome you back to our stores and resume deliveries thanks to our Shop Safe initiative, which follows the government’s COVID-19 Secure guidance. While we’re still experiencing some delays as our worldwide manufacturing partners establish their own safe working practices, please know that we’re doing everything we can to speed things along.

We are also carefully working through the calls and emails that we received during and since the lockdown period, and this means that response times may be a little longer than usual. If you’re waiting to hear back from our customer care team, 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?

The Health Protection (Coronavirus Restrictions)(England) Regulations 2020, Schedule 2, Part 3, paragraph 28, states ‘Homeware, Building Supplies, and Hardware Stores, are permitted to trade’. We’ve sought legal and regulatory advice on this matter and both our lawyers and our Trading Standards Primary Authority support our conclusion that furniture comes under the definition of homeware and as such we are trading under this provision.

We’ve launched a wide range of safe shopping measures including 2 metre social distancing, limiting store numbers to give everyone plenty of space to browse and taking the temperature of all employees and customers. We’ve also introduced enhanced in-store cleaning routines, added hand sanitising stations, and provided our sales consultants with personal protective equipment.

Our focus is on safe shopping and we have a number of important new safety measures in place that follow the government’s COVID-19 Secure guidelines and that are designed to keep everyone safe. Find out more.

We are now also offering appointments in store with a dedicated consultant, which means 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.If you aren’t able to get to us, remember our online store is open and taking orders 24 hours a day, seven days a week, with many items available for quick delivery.

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. Every one of our team members will have their temperature taken too. For everyone’s safety, if you have any symptoms of coronavirus, please come back and visit our stores when you're feeling better.

Once inside you’ll see various signs throughout the store to remind everyone to practise safe shopping, and hand santiser 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. Please also be aware that we’re limiting our toilet facilities to 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 are experiencing any of the symptoms of COVID-19 listed on the NHS website you visit us another time.

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

Yes. To help keep everyone safe, we’re asking everyone to wear a face covering at all times when visiting one of our stores to comply with the latest government guidance. Thank you for your understanding and cooperation.

Can I shop online?

Yes. We know that now, more than ever, home is the most important place for us all. 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, this service isn't 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 10am to 7pm.

If you are awaiting delivery on 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.

About our delivery and collection services

Are you delivering?

Yes. We’re pleased to say that we have resumed our delivery service and 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.

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 the room of your choice. This 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.

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 in to your home along with some self-assembly and disposal of packaging. Please note, this service isn't 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 10am to 7pm.

Are there any products that you are unable to deliver?

As our furniture making partners resume production, we hope to be able to schedule delivery of all items before too long. At the moment we are offering non-contact delivery to the room of your choice on a wide range of items. Some made to order furniture may take longer to deliver as estimated delivery times are subject to change in accordance with our furniture manufacturers being able to resume full production safely and in line with government guidelines. 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?

We’re happy to say that we can collect and dispose of divan beds and mattresses on a ‘like for like’ basis, for a one-off fee of £60. This is managed with zero waste to land-fill and we collect at the same time as we deliver.

To keep everybody safe we are currently asking customers to ‘bag and seal’ furniture prior to collection with bags provided in advance. We can only accept furniture for recycling that’s wrapped and fully sealed.

For all other furniture, (excluding accessories) our partner, Speedy Clear offer a next day collection service. They will take your old furniture away and recycle it responsibly. Prices start at £55 for the first item, £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 0800 804 8879 with your order number. If your scheduled delivery day fell during the time when we suspended our delivery service, we will contact you to reschedule your delivery date as soon as your furniture is available. We are now offering non-contact deliveries for many items, and we will be in touch very soon if your order can be delivered.

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. 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 10am to 7pm.

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?

Yes, to room of choice as well as doorstep.

Are you delivering to Wales?

Yes, to room of choice as well as doorstep.

About orders

How might my order be affected by the current situation?

This depends on what you ordered and where the manufacturer of your furniture is based.

Some of our suppliers have been forced to temporarily close their manufacturing facilities in order to help contain the spread of COVID-19, and this is still causing some delays. 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. Fortunately we enjoy very close relationships with our suppliers and we’re confident that our customers’ orders will receive high-priority attention as soon as they return to full production.

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. As we are now able to offer a non-contact delivery service, 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 10 am to 7 pm. You’ll be connected with one of our experts who can answer questions about anything you’ve seen in our online store and walk you through the ordering process.

Are you delivering?

Yes. We’re pleased to say that we have resumed our delivery service and 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 you 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 in to your home as well as any self-assembly and disposal of packaging.

Now you've started making deliveries, are you able to deliver my order?

If you haven’t yet received your order, it’s probably because the manufacturer of your furniture is not yet back to full production. As soon as we have an update from them, we’ll be able to schedule your delivery.

If we are able to deliver your furniture we will be in touch very soon to arrange a delivery date and time. There is no need to contact us.

We are currently able to deliver many items to the room of your choice thanks to our safe, non-contact delivery service. Some made to order furniture items may take longer to deliver as estimated delivery times are subject to change in accordance with our furniture manufacturers being able to resume full production safely and in line with government guidelines. All deliveries follow our strict safety protocols.

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 10am to 7pm. 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 waiting for my order to be delivered. Where is my furniture now?

While deliveries were suspended, we kept your new furniture safely stored in one of our warehouses. As we are now providing a non-contact doorstep delivery service, we will be in touch to offer you a convenient delivery date and time. We promise to take very good care of your furniture until we bring it to your home.

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 packagaing. 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.

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.

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

We’ll be resuming home visits, 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. Where possible, our employees are working from home and are fully committed to progressing our customers’ orders as quickly as possible. We have also been able to resume our delivery service by introducing carefully designed safety protocols that follow important health and social distancing requirements. This is a new way of working for us but we are up for the challenge.

What steps are your employees 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 stores, warehouses, equipment and vehicles are cleaned thoroughly every day, and our sales consultants and delivery specialists only work if they are healthy. To confirm this we 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. To confirm this we 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, 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.