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The Conran Shop Chelsea Store | About Us

An Update from The Conran Shop

Dear Customer,

We are writing to apologise for your recent experience with The Conran Shop. We are sorry about any issues caused by an exceptionally high volume of website orders in the run-up to the festive period.

Despite having handled the first lockdown very well, the second lockdown has tested our team. Store closures throughout the month of November created an increased volume of stock in our warehouse that we have never seen before.

As a consequence, our Customer Service team experienced a record volume of calls and emails. Combined together, in simple terms, we became overwhelmed.

We have taken actions to solve the problem, and we would like to reassure you that it remains our mission to deliver all remaining available stock items to you by 24th December 2020.

We are deeply sorry that we have caused frustration and disappointment. The Conran Shop has enjoyed furnishing your homes for the past 47 years, and we are honoured to provide you with the highest level of customer service.

We look forward to re-establishing our trust with you in 2021, and endeavour to deliver the great experience that you have come to expect at The Conran Shop.

Best wishes,

The Conran Shop

UK Delivery FAQs

  • Where is my order?

    Unfortunately, some customers are experiencing delays to their orders due to an exceptionally high volume of website orders in the run-up to the festive period.

    Despite having handled the first lockdown very well, the second lockdown has tested our team. Store closures throughout November created an unprecedented increased volume of stock in our warehouse. Like many retailers, e-commerce has become central to our business, and we have had to quickly adapt to accommodate the sharp rise in online purchases. Unfortunately, with record-breaking online sales throughout December, we are now experiencing a backlog of orders that we are still processing.

    Please rest assured, we are doing absolutely everything we can to get your delivery to you by 24th December 2020 latest. We are so sorry if you have experienced a delay to the original delivery timeframe for your order.

    Thank you for your patience and understanding. We hope to resume our normal levels of service as soon as possible.

  • Why is it so difficult to contact your Customer Service team?

    As a business, we made promises on delivery times, but the number of delays escalated quickly due to a high volume of Christmas orders. Our Customer Service team has been experiencing a high volume of calls and continues to deal with queries 24/7. To allow us to respond to customers as rapidly as possible, we significantly expanded the team. However, frustratingly, customers are still experiencing a lack of response on all our channels.

    If you are still encountering issues, please be assured that you will be contacted as soon as possible. It is our mission to deliver all available stock items in our warehouse by 24th December 2020.

  • Why have I been given a refund?

    If your order has been cancelled, you will receive a separate email from our Customer Service team with further information. Unfortunately, if all or part of your order is out of stock, we have had no other choice than to refund you. Please rest assured that your refund will be processed shortly and will take three to five working days to clear. You will receive a confirmation once this has been actioned.

    We are deeply sorry for any inconvenience this may have caused, and we would like you to know that this is not a reflection of the usual Conran Shop experience.

  • I don’t want a refund; can I still have my items?

    Unfortunately, if all or part of your order is out of stock, we have had no other choice than to refund you. Our stock inventory is fluid, and items frequently change availability. If you see an item flagged as ‘out of stock’ on our website, you may request ‘email me when back in stock’ to receive priority attention.

  • Why are you advertising pre-Christmas delivery when you can’t fulfil?

    We remain fully functional and continue to pick, pack and dispatch orders as quickly as possible. Unfortunately, we cannot guarantee Christmas delivery for orders placed after Thursday 17th December 2020. 

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