COVID-19 (Coronavirus) FAQ's

To keep our customers and colleagues safe we’ve temporarily closed our showrooms and paused all visits and deliveries to customer homes. However, we remain very much open for business online at dfs.co.uk.

Your safety and that of our employees remains our number one priority and we are taking our responsibility to protect the NHS very seriously. Our Head of Health and Safety is currently preparing our distribution centres and delivery teams to adapt our working practices to safely accommodate social distancing measures, with a view to start a limited number of deliveries as soon as we feel it’s safe to do so.

We want to thank all of our customers for their continued patience and all our employees for their dedication and hard work throughout these challenging times.

If you’ve placed an order with us, please be reassured that we’ll keep it safe until we can deliver it to you.

We have been trading successfully for over 50 years and as the UK’s leading sofa company we look forward to opening our doors again soon.

In the meantime, please take care of yourselves and your community.

Are all of your stores closed?

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We’ve closed all of our showrooms, however we continue to be open for business online or over the phone. All our products displayed in our stores, and more besides, are available on our website. You can use our phone, Live Chat or website to access our full range and benefit from expert advice.

We are currently adapting our working practices to safely accommodate social distancing measures so we can soon restart limited deliveries, prioritising outstanding orders to symptom-free households.

I was expecting delivery of my furniture, will you still deliver it?

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We’re not delivering at present but we are currently adapting our working practices to safely accommodate social distancing measures so we can soon restart limited deliveries, prioritising outstanding orders to symptom-free households.

We are also implementing a number of new social distancing and hygiene practices in store including keeping 2m apart from employees and other customers; introducing hand sanitiser stations, increased frequency of cleaning high contact areas and providing employees with personal protective equipment when requested.

In the meantime your furniture is being held by us. As soon as we’re confident we can deliver safely we will be back up and running. All outstanding orders will be prioritised and we’ll be in touch to rearrange delivery once the situation changes.

What will happen to my furniture if you can’t deliver it now?

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Please don’t worry, your furniture is on order and is simply being held by us. We are the UK’s largest furniture retailer and manufacturer so as soon as we’re confident we can deliver safely we will be back up and running. All outstanding orders will be prioritised and we’ll be in touch to rearrange delivery once the situation changes.

My furniture is on order but according to your ‘track my order’ my furniture is going to be longer than quoted. What happens now?

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Please don’t worry, although we haven't been able to meet the original delivery time, your furniture is still on order and is still in our production schedule during this lockdown period.

Although we’re not delivering at present, we are currently adapting our working practices to safely accommodate social distancing measures so we can soon restart limited deliveries, prioritising outstanding orders to symptom-free households.

Some other retailers are delivering, why can’t you?

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At DFS, the safety of colleagues and customers comes first. Due to the size of the furniture it requires a two man team to deliver it into your home. We are currently adapting our working practices to safely accommodate social distancing measures so we can soon restart limited deliveries, prioritising outstanding orders to symptom-free households. We’re very sorry for the inconvenience.

Can you do a doorstep delivery?

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We’re not delivering at present but we are currently adapting our working practices to safely accommodate social distancing measures so we can soon restart limited deliveries, prioritising outstanding orders to symptom-free households. Doorstep deliveries will be part of the new ways of working.

Can I come and pick up the furniture myself?

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I’m afraid not. Unfortunately for health and safety reasons our distributions centres aren’t suitable for customer collection

I have a problem with my furniture, are your service managers still working?

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I’m afraid not. Following government guidelines we have temporarily stopped all service visits until further notice. At this time we feel it simply isn’t the responsible thing to do under these unique circumstances; especially due to the often complex nature of these visits. We apologise for any inconvenience, however, we’ll be in touch as soon as we can once the situation changes to rearrange your visit.

I have a question about my order, are customer service still available?

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Yes, we’re still here if you need to contact us for other enquiries. We ask that you please bear with us during these challenging times as we do our very best to continue to provide a good standard of service. Customer service can be reached on 0333 9999 777.

I’m worried I might not be able to keep up my finance payments, is there anything you can do?

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We understand our customers might be facing uncertainty about their finances at this time. If you’ve already taken delivery of your product then you should speak directly with your finance provider, we’re confident they’ll be able to listen to your concerns and discuss the available options with you.

If you’re still waiting for your delivery and want to discuss the various finance options we have available, then please get in touch with us on 0333 9999 777.

When will DFS be open again?

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This is an unprecedented situation that is changing daily. We are constantly evaluating the situation and closely following government guidelines. Please keep an eye on our website or social media channels for the latest up-to-date information.