COVID-19 (Coronavirus) Information

Category_Expert Advice coronavirus covid-19

COVID-19 (Coronavirus) Information We understand during this time of uncertainty, our customers are keen to know what impact Covid-19 will have on RAFT and your orders. Please note all our stores and warehouses are currently closed due to the Covid-19 outbreak. All of our telephone lines, live chat and social channels are operating as normal, as is our online shop. For any orders made now, we have the stock ready to go, as soon as the Government lifts the lockdown your orders will be processed and despatched. For new sofa orders please allow four weeks from when the lockdown is lifted. Q: Is there a delay on sofas following the Covid-19 scare? A: Everything is on pause until the Government lifts the lockdown restrictions. We will begin handmaking all our upholstered items as soon as this restriction is lifted. Everyone who had been given a date for delivery before the lockdown will be contacted and will receive their deliveries within the first few days. From this point we will operate as usual and customers can rest assured orders will be processed promptly as all our sofas are handmade in England and are not shipped. For anyone who had not been given a date for delivery of their English made upholstered items prior to the outbreak, we will start the production the day they lift the lockdown and you will be contacted to make sure you can take delivery shortly after. Please note, a number of our fabric houses are based in Italy which is currently in lockdown, we believe this will have a knock-on effect on upholstery orders including beds in later months. Each customer will be informed at check-out should there be a possible delay on future orders. Q: Is there a delay on accessories? A: Everything is on pause until the Government restrictions are lifted but we have plenty of stock on all our hero pieces to get orders out the door quickly as soon as the lockdown is lifted. Should this change we will update customers and manage expectations. Q: Is there a delay on teak products? A: There are no delays on shipments. Items that have been made and shipped from our factory in Indonesia and are in transit. Once they are in our warehouse in London and the lockdown is lifted, we will begin deliveries from the first day we are allowed to and people will be contacted in regards to their delivery slot. Q: Is there a delay on bed orders? A: Everything is on pause until the Government lifts the lockdown restrictions. We will begin handmaking all our upholstered items as soon as this restriction is lifted. Everyone who had been given a date for delivery before the lockdown will be contacted and will receive their deliveries within the first few days. From this point we will operate as usual and customers can rest assured orders will be processed promptly as all our sofas are handmade in England and are not shipped. For anyone who had not been given a date for delivery of their English made upholstered items prior to the outbreak, we will start the production the day they lift the lockdown and you will be contacted to make sure you can take delivery shortly after. Please note, a number of our fabric houses are based in Italy which is currently in lockdown, we believe this will have a knock-on effect on upholstery orders including beds in later months. Each customer will be informed at check-out should there be a possible delay on future orders. Q: Is there a risk of contamination on any imports? A: Current government guidance doesn’t suggest this is a risk, however, we have taken measures to reach out to all of our suppliers, particularly our fabric houses in Italy, to ensure they are taking the right precautions. All stock we hold currently was ordered prior to the Covid-19 outbreak. Q: Is it safe to come in store? A: We have taken Government advice and closed all of our stores for the safety of our employees and our customers alike. All of our phone lines are open and operating as usual, as is our live chat and of course our online shop is still open for business. Q: Is it safe for your delivery team to deliver to my house? A: Until the Government lockdown is lifted we are unable to make any deliveries. Once this is lifted we will continue to use only fit and healthy team members to deliver to fit and healthy customers. We will also continue to make sure that all appropriate health and hygiene standards are adhered to. Once the lockdown is lifted and you are still concerned about receiving deliveries, we are happy to leave smaller deliveries at your door and not have our team cross the threshold. If you feel you are in a vulnerable position and would rather not receive your order from our delivery until a later date, we can hold your items in our warehouse and rearrange delivery for a better time. Q: Will I still receive my order? A: Please be assured that we're monitoring the situation very closely and will be in touch if there's any delay or update to your order. It is business as usual and all orders are guaranteed. As soon as the Government lifts the lockdown restrictions, production will proceed as normal and orders will be processed promptly. Q: I am in self-isolation but still want to receive my order, is this possible? A: Once the lockdown is lifted, we are still able to deliver certain items to customers in self-isolation, but with certain restrictions. It is essential that you notify us of your situation as soon as possible so we can assess the options on our end. If we do go deliver we ask you to remain inside your home. Our drivers will be able to leave items on your doorstep or in a safe space, but for larger furniture, we will hold these pieces until your isolation period is over and we can rebook a delivery. Q: Can I get a refund on my existing order? A: Unfortunately we are unable to refund processed orders that are impacted by Covid-19. We are happy to hold orders in our warehouse until a time when customers are feeling more confident in receiving deliveries. For further information and guidance on Covid-19, please see the government website here. As always, we thank you for your continued patience and understanding.

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