For over 130 years, my family has served the Saffron Walden, Essex (and now) Cambridge community – don't worry, this will continue, but it might just look a little different for a while.
We are pleased to say that after very careful planning, we are able to begin the re-opening of our shops. We have followed advice from the Government and Public Health England to put the necessary safety measures in place, such as sanitising stations, members of staff to greet you at the door, perspex screens at pay points and additional cleaning practices. Read more about what we are doing to make our stores safe here.
To help our customers in these uncertain times, we have listed below some frequently asked questions and answers about shopping and delivering during the coronavirus pandemic. As always, please do not hesitate to contact us if you have any further questions.
QUESTIONS & ANSWERS
Q.Can I still place an order?
Yes, of course! Delivery might be a little slower than usual, but we have a small, dedicated team working carefully and at a safe distance in our warehouse.
Q.When will my order be delivered?
As you can probably imagine, deliveries are taking a little longer than usual to arrive with us and get to you. Most couriers have either paused their business or are operating at a reduced capacity.
For Standard Delivery on items in-stock, please allow 3-5 days for delivery. For non-stock items, we will liaise with you directly regarding any lead times.
Q.How will my items be delivered?
For smaller items such as home accessories, you will not be required to sign for your parcels. If you’re home, your driver will happily leave the parcel on your doorstep.
For our larger furniture delivery items such as beds, sofas and floor mirrors, you have a choice of delivery option. Our staff will liaise with you directly.
Q. My ‘made to order’ item was already in production before lockdown, when will it be ready?
Due to coronavirus, the workshops making our made-to-order designs (such as sofas, armchairs and footstools) are currently closed. As soon as they re-open again, your order will be prioritised and we will arrange your delivery when it is safe to do so. We are very sorry for the delay and are grateful for your patience. We will liaise directly on this.
Q. I’m planning to order a ‘made to order’ item, when will it be ready?
Due to closures to help prevent the spread of coronavirus, our made to order designs (such as sofas, armchairs and footstools) will take a little longer than usual. At the moment we cautiously estimate a lead time of 10-14 weeks, though we will liaise with you directly.
Q. What if I’d like to return my order?
During this time we are unable to accept any returns or arrange Parcelforce and furniture collections. We have extended our returns policy by 30 days from the date we fully re-open again. If you would like to make a return, please contact us and we will do our best to keep you updated.
Q. Are any of your stores open?
We are planning on opening our Saffron Walden shop on 16th of June 2020. More details will be published here in due course. In the interim, all of our shops are closed.
Q. How do I get in touch with you?
We are still manning phones and computers – mostly from home – so our speed of reply may be a little slower than normal, but we will usually get back to you within the same day.
Thank you for your custom and support,
Wishing you all well,
David Reed and family