Covid FAQs
Do you have questions about your order or an order you potentially wish to place with us?
Please read the answers to some frequently asked questions below.
Please read the answers to some frequently asked questions below.
Can I have an update on my order?
Even in normal times we don't spend our time sending lots of email updates to people - we feel that our time is always best spent on making and finishing furniture first and foremost.
Our order process is as follows; the order is placed, you will receive confirmation by email. If you don't receive this in your inbox, please check your junk folder. When your order is ready, you will receive a dispatch notification by email to let you know that your order is complete and with the courier. Please try to be patient while we work hard on what has been a huge surge in orders over the past few months. Rest assured though, if you really feel the need for an update on your order we can provide you with one - we aim to respond with one working day.
We understand the desire for more updates with orders, but the fact is that we are so busy in the core operation of our business (producing furniture) that we simply cannot spend so much of our time writing emails with updates. Please trust that we will be finishing and dispatching your order as soon as we possibly can, and will write to you to advise of any significant delays beyond our estimated lead times.
Why can't I reach you on the phone?
We've had to make some ruthless time management decisions in order to maximise our productivity and minimise any delays, and this has included removing lost production time on the phone. We will check voicemails once a day and aim to respond by email within one working day. Please understand we are working every possible minute on making and finishing furniture.
When will I receive my order?
Firstly, please note that our lead times are estimated. It's our best guess and it's normally about right. In normal times it's very rare we go beyond our lead times. At the moment, it is more difficult to adhere to them. We continue to face significant issues such as supply chain delays, couriers working well over normal capacity, and the increased time it can take to simply work on producing furniture with rules such as social distancing to adhere to. We truly are doing everything we can to avoid delay and deliver your furniture to you as quickly as possible.
Please note it is also possible that as a small business we could potentially be hampered by any unexpected quarantine or illness on our households which would mean lost production time. Although it may seem obvious, it's also worth mentioning here that a regional or national lockdown scenario will inevitably impact our estimated lead times beyond our control.
Finally, on a more positive note - the vast majority of our orders we're sending out are still within our estimated lead times. We just want customers and potential customers to be aware of where they stand with the potential for delay.
Can I come and view your furniture?
Due to the recently extended Covid restrictions in England, we are no longer offering appointments for viewings until further notice.
I want to place an order and want it delivered before Christmas!
If this is you, place your order as soon as you can in order to give yourself the best chance of a pre-Christmas delivery. We work sequentially in chronological order from when orders are received to keep it as fair as possible. We've never left a customer without a dining table for Christmas, and we don't intend to start now - but of course this is less in our hands this year.
We truly appreciate your custom and sincerely apologise for any decreased levels of customer service you may receive while we try to focus on producing furniture for all the orders we receive.
Even in normal times we don't spend our time sending lots of email updates to people - we feel that our time is always best spent on making and finishing furniture first and foremost.
Our order process is as follows; the order is placed, you will receive confirmation by email. If you don't receive this in your inbox, please check your junk folder. When your order is ready, you will receive a dispatch notification by email to let you know that your order is complete and with the courier. Please try to be patient while we work hard on what has been a huge surge in orders over the past few months. Rest assured though, if you really feel the need for an update on your order we can provide you with one - we aim to respond with one working day.
We understand the desire for more updates with orders, but the fact is that we are so busy in the core operation of our business (producing furniture) that we simply cannot spend so much of our time writing emails with updates. Please trust that we will be finishing and dispatching your order as soon as we possibly can, and will write to you to advise of any significant delays beyond our estimated lead times.
Why can't I reach you on the phone?
We've had to make some ruthless time management decisions in order to maximise our productivity and minimise any delays, and this has included removing lost production time on the phone. We will check voicemails once a day and aim to respond by email within one working day. Please understand we are working every possible minute on making and finishing furniture.
When will I receive my order?
Firstly, please note that our lead times are estimated. It's our best guess and it's normally about right. In normal times it's very rare we go beyond our lead times. At the moment, it is more difficult to adhere to them. We continue to face significant issues such as supply chain delays, couriers working well over normal capacity, and the increased time it can take to simply work on producing furniture with rules such as social distancing to adhere to. We truly are doing everything we can to avoid delay and deliver your furniture to you as quickly as possible.
Please note it is also possible that as a small business we could potentially be hampered by any unexpected quarantine or illness on our households which would mean lost production time. Although it may seem obvious, it's also worth mentioning here that a regional or national lockdown scenario will inevitably impact our estimated lead times beyond our control.
Finally, on a more positive note - the vast majority of our orders we're sending out are still within our estimated lead times. We just want customers and potential customers to be aware of where they stand with the potential for delay.
Can I come and view your furniture?
Due to the recently extended Covid restrictions in England, we are no longer offering appointments for viewings until further notice.
I want to place an order and want it delivered before Christmas!
If this is you, place your order as soon as you can in order to give yourself the best chance of a pre-Christmas delivery. We work sequentially in chronological order from when orders are received to keep it as fair as possible. We've never left a customer without a dining table for Christmas, and we don't intend to start now - but of course this is less in our hands this year.
We truly appreciate your custom and sincerely apologise for any decreased levels of customer service you may receive while we try to focus on producing furniture for all the orders we receive.