Hi, SOFAFANS here.
As we navigate this uncertain time, we want you to know we’re doing all we can to keep our staff and customers safe. Sofafans.co.uk is open, and we’re working hard to ensure deliveries continue as usual. We’ve put new measures in place to keep our warehouse staff safe, including heightened hygiene processes, split shifts and social distancing, and we’ve introduced no-contact delivery options.
Q. Can I still order online?
A. Yes, you can still order online as normal and we can still deliver as normal.
Q. I have an order pending — what will happen to it?
A. If you have an order pending we will still deliver it. Please check 'My Account' or contact our Customer Services for the latest information on your delivery.
If you're not ready to receive your order or would prefer to delay the delivery, you can put it on hold in 'My Account' or contact Customer Services to do so.
This situation is changing daily. At the moment, our carriers are delivering as normal. Please check the latest information on our product pages for lead times on products, or check 'My Account' for information relating to specific orders.
Q. What precautions are your warehouses/couriers taking to prevent the spread of COVID-19?
A. Our teams, carrier partners and customers' health and safety is our number one priority. In our warehouses, we've increased our hygiene regimes to ensure that hand washing and cleaning are much more frequent, and have deployed split shifts to minimise the number of people working together. Our carriers have all deployed similar working practices and we continue to work with them on a daily basis to share our latest thinking. All of our carriers now offer no-contact deliveries, and will refrain from coming into your home during this time.
Q. Do you have a no-contact delivery process in place?
A. Yes we do. All of our carriers have the ability to deliver with no contact. Simply let them know that you wish for this to happen when they contact you to arrange delivery, or when they arrive at your address.
Q. I'm self-isolating. Can I still get my delivery?
A. Yes, of course. Please let us know if you're self-isolating and we'll ensure that we make a no-contact delivery or, if you prefer, we can hold your order at our warehouse until you're ready to receive it. You can do this in 'My Account' or arrange it via email with our Customers Services team.
Q. I'm self-isolating. Can I still return my items and have a collection?
A. Yes, of course. Please let us know if you're self-isolating and we can make a no-contact pickup, or if you prefer, we've extended our returns period to 30 days to give you some extra time before we need to do a pickup. Please email with our Customer Services team to arrange.
Q. Can I change my delivery time/location?
A. Yes. Please visit our help centre for more details or contact Customer Services.
Q. I'm self-isolating and getting a large item delivered (2 man). What happens with this delivery process now?
A. This process is working as normal, however, if you'd prefer a no-contact delivery, you can request this when our carrier calls to arrange the delivery, or when they arrive at your address.
Q. Are you changing your returns policy/process during this time?
A. Over this period we don't want you to worry, so we'll still keep our returns period 30 days to give you plenty of time to book a return with us.
Q. Are your Customer Services still open?
A. Yes, you can contact our Customer Services via email this period.