To our Early Settler family,
We’re delighted to announce that our stores have reopened and are safe to visit. We thank you for your support during this difficult time and we will continue to do everything within our power to keep the community safe by following strict social distancing and rules and hygiene practices. If you prefer to shop from home, our online store is still operating 24/7 as usual.
Importantly, our delivery service and Click & Collect are still operating. If you currently have an order with us, we will send you a personal email if there is any additional information or changes.
Q. Are any of your showrooms still open?
A. Yes, all of our stores have reopened and are safe to visit under strict social distancing and hygiene practices. Please check our website for the trading hours of your local store.
Q. Can I still order online?
A. Yes, you can still order online as normal and we can still deliver as normal (with a no-contact service).
Q. How do I shop?
A. You can shop:
- In-store: All of our stores have reopened and are safe to visit.
- Online: Shop online at any time from the comfort of your home.
- Phone: Call our Customer Service team to place an order on 1300 653 969.
Q. How do I get my order?
- Home delivery for large bulky items. We have a no-contact service.
- General courier for smaller items. We have a no-contact service.
- Pick up at a store or warehouse location near you. If you’re unhappy with your purchase, we have a 100% guarantee to refund you if you decide it’s not what you wanted.
Q. How do I Shop By Appointment?
- We no longer offer Shop By Appointment as our stores have reopened.
- If you want to talk to our Customer Service team, please don’t hesitate to contact them on 1300 653 969 and they can book in an appointment for you.
Q. I have an order pending — what will happen to it?
A. If you have an order pending, we will still deliver it. If you’re not ready to receive your order or would prefer to delay the delivery, contact Customer Service and we can work on a solution together. This situation is changing daily. At the moment, our carriers are delivering as normal. Please check the latest information on our product pages for lead times on products. If anything changes to impact the fulfilment of your order, our Customer Service team will be in touch with you to make alternative arrangements.
Q. What about Click and Collect?
A. Our outlets are all open By Appointment – please contact us to organise Click & Collect here. Given the current situation, we would recommend you collect your order sooner rather than later. If you are self-isolating or prefer to delay collection, please email or call our Customer Service team on 1300 653 969 or firstname.lastname@example.org.
Q. Are your Customer Service team still available?
A. Yes, you can contact our Customer Service team on 1300 653 969 or email@example.com over this period. They are working remotely and would love to talk to you.
Q. Are you changing your returns policy/process during this time?
A. Over this period we don’t want you to worry, so we’ve extended our returns period from 14 days to 30 days to give you plenty of time to book a return with us.
Q. What if I’ve requested and paid for assembly with my delivery?
A. While we’re working hard to keep everything running as normally as possible during this time, the safety of our teams and customers is our top priority. With that in mind, we’ve decided to cancel all product assemblies, with immediate effect. This is to minimise the time that our customers and delivery partners are in contact. If you’ve selected and paid for this service, we’ll be in touch soon to discuss the next steps.
Q. I’m self-isolating. Can I still get my delivery?
A. Yes, of course. We’re now providing no-contact delivery or, if you’d prefer, we can hold your order at our warehouse until you’re ready to receive it. You can do this via email or phone with our Customer Service team on 1300 653 969 or firstname.lastname@example.org.
Q. I’m self-isolating. Can I still return my items and have a collection?
A. Yes, of course. Please let us know if you’re self-isolating and we can make a no-contact pickup. Please email or call our Customer Service team to arrange on 1300 653 969 or email@example.com.
Q. Can I change my delivery time/location?
A. Yes. Please email or call our Customer Service team to arrange on 1300 653 969 or firstname.lastname@example.org.
Q. I’m self-isolating and getting a large item delivered (2 man). What happens with this delivery process now?
A. Your delivery will still happen as normal, but as we’re now only offering no-contact delivery, we won’t be able to deliver to your room of choice. If you’ve paid for assembly we can no longer provide this service, so we will refund you. Please contact our Customer Service team on 1300 653 969 or email@example.com to arrange for this to happen.
Q. Do you have a no-contact delivery process in place?
A. Yes. All of our carriers are now providing no-contact delivery only. 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, please contact our Customer Service team so we can work on alternative arrangements. For all deliveries, our drivers will photograph your items in situ and record this as proof of delivery.
Q. What precautions are your warehouses/couriers taking to prevent the spread of COVID-19?
A. Our teams’, carrier partners’ and customers’ health and safety are our number one priority. In our warehouses, we’ve increased our hygiene regimes to ensure that hand washing and cleaning are much more frequent. Our carriers have all deployed similar working practices and we continue to work with them on a daily basis to share our latest thinking. All of our carriers are now providing no-contact delivery only, and will refrain from coming into your home during this time.