MG_8434_CHELSEA_WINDOW_FEB_2020-1

Our COVID-19 Statement

Dear all,

These are truly unprecedented times and we wish to extend our compassion to you and your loved ones. As the COVID-19 pandemic develops, we are more appreciative than ever of our unique position in a truly global network of dedicated patrons, suppliers and staff members.

As an independently owned business, The Conran Shop intends to remain alert and empathetic to our extended community by staying abreast of national and international health recommendations and the British and French government’s ever-evolving guidelines.

Since opening in 1973, the nature of our business has remained the same; to bring together the very best design-led products from independent suppliers and artisans across the globe. As one of the UK’s original home stores, we have worked consistently to provide notable and useful furniture and housewares. The current conditions mean that our physical stores are now closed. Therefore, as the situation stands, we continue to remain operational through conranshop.com. Please see the product pages for more information about availability and lead times. Similarly, across all our territories, our devoted customer service teams are operating as best they can under limiting circumstances. Most of our teams are now working from home, and where this is not possible, we aim to comply with current government guidelines to ensure appropriate social distancing.

In difficult times, design seeks to respond, inspire us and help us move forward. We ask for your continued patience and understanding as we move through this together.

The Conran Shop team

Frequently Asked Questions

To keep our customers informed, this page will be continually updated, including store information, delivery leadtimes, and customer service channels. We are committed to remaining operational, but the safety of our customers and staff members is our highest responsibility.

For more information, please review our frequently asked questions below.

  • What precautions have The Conran Shop taken to limit the spread of COVID-19?

    Throughout lockdown, we have continued to provide the best service under unusual circumstances. The safety and wellbeing of all our teams, how we interact with each other, and most importantly, how we safeguard you as a valued customer, remains of the utmost importance. The teams in our shops, head office, and warehouse work in very different environments and each team has embraced measures accordingly. We will also work to ensure appropriate standards of safety as we prepare our stores for re-opening.

    We are working within the framework of government guidelines to comply with prudential standards in our retail environments. Our office teams continue to work from home until such time there is absolute clarity to ensure their safe return to work.

    To thoroughly safeguard our warehouse and delivery teams against COVID-19, and to comply with the government’s social distancing guidelines, please note that orders may be processed at a slower rate than usual. As of June 2nd, we are seeing an increase in activity from our suppliers resulting in increased delivery fulfilments.

    We are re-assessing our procedures daily to ensure that the safety and security of all customers and staff members are not at risk. You can download our risk assessment here.

  • Can I still shop in store?

    All of our stores have now re-opened. We are following the latest government guidelines to maximise the health and safety of our teams and customers, with more information to be found throughout this page.

    We are also offering complimentary consultations, allowing you to skip potential queues and convene with one of our furniture, lighting, lifestyle or trade experts. Alternatively, enjoy your consultation online, from the comfort of your home. Click here to secure your booking.

    Please note that the Conran Kitchen in Marylebone will be closed for the foreseeable future.

  • How are you keeping me safe in store?

    Throughout lockdown, the government has designated ‘homeware stores’ as essential retail. The Conran Shop falls into this categorisation and has done so since its inception in 1973. In the best interest of our teams, we decided to close our stores at the start of lockdown in March, and re-opened starting with Marylebone on June 6th.

     

    As part of our responsibility in keeping our staff and customers safe, the following will be evident in all stores:

    • Reduced opening hours for the time being
    • A limited number of people allowed in at one time, including a one-in-one-out policy
    • A one-way shopping system
    • Clear markings and signage as well as staff training regarding proper social distancing
    • Where applicable, only one customer in a lift at a time
    • Full implementation of personal protective equipment for staff, as well as masks and gloves for customers
    • Frequent cleaning of the premises and products
    • Hand sanitisers on every floor and in key locations
    • Perspex screens at till points and staff desks, with only one staff member allowed on a station at one time
    • Plastic sheets for furniture trials
    • Returned items safely stored for 72 hours, with refunds processed using gloves
    • Customer bathrooms and changing rooms will be out of use

     

    We kindly ask that our customers please:

    • Shop with no more than two members of the same household, with exceptions for those requiring special assistance or offering childcare
    • Keep two metres apart from other customers and staff at all times
    • Keep product touching to a minimum
    • Make use of anti-bacterial products before and during each visit
    • Pay by card only
  • Can I still shop online?

    We remain fully operational at conranshop.com and currently able to take orders 24/7. Our Price Promise remains in place. If you find it cheaper elsewhere we will match the price. You can also request ‘contactless’ delivery.

    Please be aware that it is taking us longer than normal to pick, pack and ship orders due to precautions we’ve taken around COVID-19 and a very high order volume. Your order should be shipped to you within 7-10 working days, but please note some orders could take longer. This excludes furniture orders where we need to book a delivery slot. We sincerely apologise for any inconvenience this may cause and remain thankful for your patience, understanding and kindness under these exceptional circumstances.

  • Can I still use Click & Collect?

    Our Click & Collect facility is available again, and we are also continuing with contact-free delivery for further assurance.

  • Do you offer contact-free delivery?

    Anyone who is self-isolating and still wants their delivery, we will offer 'To Door' until further notice. This is to protect the customer and our drivers.

    All drivers will be wearing disposable gloves for their safety and that of the customer.

  • I recently placed an order; will it be affected?

    Our delivery centres remain operational, and we maintain the safety of all warehouse staff members. Shipping and delivery times are now returning to normal. However, deliveries from some suppliers may still be affected in the upcoming weeks, and should this happen; we will communicate any changes to our customers.

    With regards to all Build Your Own and bespoke furniture orders, many of our suppliers are now operating a business-as-usual service. However, due to various international restrictions, we may still see affected lead times. We will endeavour to keep you up-to-date with these changes, as soon as we are notified.

    Furniture deliveries will continue as usual with additional safety precautions in place, in line with government guidelines. Please inform us if you are in self-isolation or have any COVID-19 symptoms. Your health and the safety our team members is our highest priority as we work together to delay the spread of this virus.

  • Can you gift wrap my order?

    Unfortunately, in safeguarding our teams against COVID-19 and implementing social distancing, we are unable to offer our complimentary gift wrapping service at this time.

  • How can I speak to a member of staff?

    If you can't find your answer to your question on this page, you can also contact us via our online chat facility, via email at customerservices@theconranshop.com or call us at 0344 848 400 in the UK.

    You can now enjoy The Conran Shop at home with complimentary online consultations. Please click here to secure your booking.

    As you can appreciate, we are dealing with a high volume of enquiries at this time and are working to respond as soon as possible.

Updated: 22nd July 2020

Any other questions?

If you have further questions on any aspect of The Conran Shop, please contact us by email at customerservices@theconranshop.com, by phone on  0344 848 4000 (International: +44 (0) 116 269 1083), by using the below form or via post to Customer Service Team, The Conran Shop, 3 Flatten Way, Syston, Leicestershire, LE7 1GU






Subscribe to Our Newsletter

Subscribe to Our Newsletter

Be the first to hear about the latest news, events and product launches directly from the home of iconic designs and future classics.