COVID-19 FAQs

Also, we are now offering contactless Click and Collect from all our dwell showrooms.

If you'd prefer to shop in the comfort of your own home why not book a virtual shopping experience with our store colleagues to discuss your requirements, guide you through our collection, and answer any questions you may have.

Please be assured that we are doing everything we can to ensure the safeguarding of the health and wellbeing of all our colleagues and that this is our number one priority at this challenging time. We are closely monitoring the situation and we look forward to opening our doors and making the nation comfortable again once this lockdown has passed.

Can I still order online?

Yes, we continue to be open for business online.

When will my order arrive?

Our usual delivery service continues as normal, therefore there should not be any issues. Please see our delivery page for more information.

Although we are working to ensure that our delivery service remains unchanged, with a higher volume of online orders taking place, please be aware there may be some delays to delivery times, we will contact you should your order be affected.

I have a question about my order, is your Customer Care team still available?

Yes, we are open as normal. Please feel free to contact our Customer Care Team via any channels listed here.

Our Customer Care team is working hard to answer all your emails, calls and live chats as soon as possible, so please bear with us during this time.

Are all of your showrooms closed?

Most of our showrooms are closed. Check our store locator for more details.

Click and collect

We are now offering contactless Click and Collect from all our dwell showrooms.

If I bought something online and collected it from a DFS or Homebase concession store, can I return it there?

No, we cannot accept returns to concession stores. Please contact our Customer Care Team and they will be happy to help assist you.

I need to return an order - what should I do?

Please don’t worry. We will honour a late return as long as you are able to meet the other terms of our returns policy.

If you have any further questions, please contact our Customer Care Team.

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

We understand our customers might be facing uncertainty about their finances at this time. If you’ve already received 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 via email or live chat on our website.