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COVID-19 (Coronavirus) FAQ's

COVID-19 (Coronavirus) FAQ's


To all our customers,

Out of courtesy, we are aiming to keep you informed during these unprecedented times by updating this page as and when we receive further government advice.

At Annetts, for 96 years, our mission has been to deliver a customer experience deserving of recommendation – and rest assured, that will continue. However, during this time the safety and health of our customers, colleagues and communities is our first priority.

Please see below frequently asked questions:    


Q. Is your store open?

Following updated government guidelines we are delighted to announce our showroom is reopening this Saturday (30th May). 


During the 10 weeks we’ve been required to close by law, we have been working hard to create a safe environment for our customers and colleagues as keeping everyone safe is our priority. Some of the measures we have put in place include conducting temperature checks every morning before work, instructing staff not to attend work if they (or anyone in their house) are displaying Coronavirus symptoms, having several hand sanitiser stations in our store, regularly cleaning any high contact areas and keeping 2 metres apart to enable social distancing between customers and colleagues. 


As you know, our showrooms are spacious and have the benefit of only a small number of customers at any one time. To be extra safe we will limit the number of customers within our store (if necessary) to provide you plenty of space to browse. Safe social distancing guidelines require an area of 12.5 sq m per person. The great news is that in our store you will have at least 5 times more space because we are allowing every customer 62.5 sq m. 


The measures we have put in place mean that we go above and beyond government secure guidelines and the British Retail Consortium’s recommendations.   


For over 96 years, our mission has been to deliver a customer experience deserving of recommendation – and we seek to continue this for many more years to come. We look forward to welcoming you back into our store in the near future. In the meantime please take care and stay safe. 


Once again, sincere thanks for your patience and continued support.


Q. I placed an order but have not been contacted regarding delivery?

Since Tuesday 24th March (10 weeks ago), when Boris Johnson instructed all retailers to close, every furniture store and manufacturer alike temporarily ceased trading. As you can imagine these have, without question, been the most challenging times our company and industry has faced since World War II.  


We are delighted to advise the manufacturer of your furniture will restart their phased return no later than Monday 8th June after up to eleven weeks of closure. This will enable us to advise you of an approximate delivery date by no later than Friday 12th June. Please be assured that your order remains of the utmost importance to us and we are doing everything possible to deliver at the earliest opportunity.


It would help us enormously if you could extend your patience and continued support a little longer. Initially we are running on reduced staffing levels during our phased return and therefore have limited resources to answer phone calls. We would therefore, be really grateful if you could direct any delivery queries to the email address below:


[email protected]

We will be in touch with further updates before Friday 12th June.


Q. What precautions are your delivery teams taking to prevent the spread of COVID- 19?

Our delivery teams take the health and safety of our customers very seriously. 

  • Any staff with symptoms of COVID-19 - or staff who live in a household with someone with symptoms - have been instructed not to come into work.
  • We have issued strict instructions on good handwashing techniques and have issued all of our employees with hand sanitiser.
  • Our employees will wear disposable gloves when making deliveries to your property.
  • We will not be wearing masks because we are following the advice of the World Health Organisation which advises that masks should only be worn when caring for someone with suspected COVID-19 infection or by those who are sick and showing symptoms of infection.
  • We will maintain a 2m distance between us during delivery and would be grateful if you could respect this too.
  • Finally, we will not carry out deliveries to households who are self-isolating.

Q. I had a home visit booked?

We will rearrange the technician’s visit as soon as it is safe to do so. In the meantime you can contact us on [email protected] if you have any queries (please don’t forget to include your name and postcode).  


Q. Is my deposit safe?

Please be reassured we have been a family business for 96 years and during this time we have bought our store, warehouse and vehicles. Unlike others, this means we don’t have expensive rents to pay! In our opinion we are the UK’s most secure furniture retailer.  

For 96 years, our mission has been to deliver a customer experience deserving of recommendation - and rest assured, that will continue.

Please take care and stay safe.

Sincere thanks for your patience and continued support during this time. 

ben sullivan

Ben Sullivan - Store Manager



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