Hi, MADE here,
We want you to know we're committed to doing all we can at this time to keep both our staff and customers safe.
We're working hard to ensure deliveries can continue safely for you, our warehouse staff and our delivery partners. To do this, we've enforced measures within our warehouses, including heightened hygiene processes, split shifts and social distancing of at least 2 metres. We also have a no-contact delivery process in place for every order.
We're doing everything we can to get your things to you as quickly as possible, but due to these increased safety measures, delivery may take longer than usual. For any queries regarding an order, please contact Customer Services. For anything else, please continue to check this page – we're updating it daily with the latest information.
Q. Can I still order online?
A. You can still order online, and we're still delivering. We're closely following the Government's advice during this time – we monitor this daily, and will keep you informed should the situation change.
Q. Are your showrooms open?
A. In line with the latest government announcement and for the health and wellbeing of our teams and customers, our Soho and Yorkshire Showrooms are closed, but we’re still here for you if you need some styling advice – simply book a free online consultation with one of our team members, and they’ll be happy to assist you in all your decoration projects. Find a slot here.
Q. Why does my estimated dispatch date keep changing?
A. There’s currently a lot of pressure on global shipping around the world. As a result, our products are taking longer to arrive into ports. This does unfortunately mean that your dispatch date may change, or your order could be delayed, but rest assured that we’re doing all we can to get it out as quickly as possible. We’ll keep you informed of any updates – just check My Account.
Q. Why are your lead times so long at the moment?
A. We know our lead times aren’t great at the moment, but we’ll only make an item after you’ve bought it. This means that there isn’t lots of spare stock sitting around our warehouse – we think it’s more responsible this way. Due to high demand right now, our lead times are longer than usual, but we’re working on getting products made as quickly as we can.
Q. I have an order pending — what will happen to it?
A. If you have an order pending, we'll still deliver it. Please check 'My Account' or contact our Customer Services for the latest information on your delivery. If you're not ready to receive your order, or would prefer to delay the delivery, you can put it on hold in 'My Account' or contact Customer Services to do so.
Please check the latest information on our product pages for lead times on products, or check ‘My Account’ for information on specific orders.
Q. Do you have a no-contact delivery process in place?
A. Yes. All of our carriers offer no-contact delivery as the only current option.
For houses, this means we'll place items in your driveway, rear garden or garage as requested, while maintaining social distancing restrictions. If these locations aren't available, we'll place items outside your house where requested when we arrive.
For flats and apartments, we'll place items in the ground floor communal hallway or doorway. The reason for this is that climbing stairwells whilst carrying furniture would restrict the ability to maintain social distancing.
For all deliveries, our drivers will photograph your items in situ and record this in our Place of Delivery form.
Q. Can I still return something?
A. Yes. For your return to be collected, please package the items yourself and make sure our carriers can collect from the front door of your building. This is to ensure no contact is made. For orders made during lockdown, we’re extending our returns period from 14 to 30 days from time of delivery to give you plenty of time to return your products.
Q. I need something delivered to a room of my choice but you’re not offering this right now. What can I do?
A. If you’re able to wait, you can put your order on hold and have it dispatched once current restrictions are lifted. You can put your order on hold by logging into My Account and selecting ‘Delay this dispatch’. We can hold your items for up to 3 months if it is not dispatched or up to 2 weeks if the product is already with our carrier.
Q. What precautions are your warehouses and couriers taking to prevent the spread of COVID-19?
A. Our teams, carrier partners and customers' health and safety is our number one priority. In our UK warehouses, our safety practices include the following measures:
- Social distancing in line with government protocol
- Clear markings to delineate social distancing and increased signage to explain the hygiene procedures in place
- Frequent deep cleaning and sanitisation
- Hand sanitiser and disposable gloves provided
- Staff temperatures taken on arrival
- Dedicated senior managers responsible for implementing all new protocols
- No physical signatures required in order to limit paperwork and physical contact
Q. Are your Customer Services still open?
A. Yes, you can contact our Customer Services via email or live chat.
Q. I'm worried about keeping up with my Klarna finance payments. Is there anything you can do to help?
A. We understand that you might be facing uncertainty about your finances at this time, so we recommend speaking directly with Klarna who'll be able to listen to your concerns and discuss available options with you. You'll find more information on how they can help, and how to contact them here.