Contact us
Throughout our 200-year history we’ve always prided ourselves on the expert design advice and services we’re able to offer our customers. Whether it’s in store, online or over the phone, you can rest assured we’re here to help you create the home you’ve always wanted.
Contact stores
To discuss an order placed in one of our stores, please contact the appropriate store directly and they will be happy to help.
For store opening times, directions and parking, please click below.
Customer services
Our team is on hand to help you resolve any issues with your order Monday to Friday 10.00am – 5.00pm. We would ask that where possible, queries should be made via email.
Email: cservices@heals.co.uk
Phone: 0333 212 1915
Product Advice
Our team of product experts is available to assist you in advice and placing orders from Monday to Friday 10.00am – 5.00pm. Call, phone or click the Livechat icon on the bottom right of your screen.
Email: advice@heals.co.uk
Phone: 0333 212 1915 (Option 1)
Trade
Book a virtual or in-person appointment by calling us on 020 7896 7560 or emailing trade@heals.co.uk.
Interior Planning Service
Frequently Asked Questions
Will all my items arrive together?
Not necessarily. If your order includes items which require different delivery types (e.g. parcel and specialist) these will be delivered separately.
Can I book my delivery date now?
Unfortunately not. Once your order has been received at our warehouse, our delivery team will get in touch to arrange a time and date that suits you.
If an item I ordered isn’t suitable, can I return it?
If you’ve bought the item online the item needs to be in a re-sellable condition, in the original packaging and returned within 14 days of order. An item you bought from store is refundable for 28 days from the date of purchase. Unfortunately made-to-order items bought in store are non-refundable. Please check the Terms and Condition as some items are non-refundable.
Can I amend my order?
Yes, if your order is on a lead time this shouldn’t be a problem, just email our customer service team. Online orders can be amended at any time, whereas in-store orders must be amended within 48 hours of placing it.
Do you have a reupholstering service?
Unfortunately we don’t offer a reupholstery service.
What if my order has arrived damaged?
We’re so sorry your order hasn’t arrived looking as it should. Please email customer services with your order number and photos of the damage so we can look into this for you.
Can I track the progress of my order?
Yes. If you placed your order your online account you should be able to log in and track it.
Why are your lead times so long?
A lot of our items are made to order so they aren’t immediately available. Our lead times factor in the time made to craft it as well as delivery to our warehouse. For more information on lead times, head over to the blog.
How do I return my order?
We’re sorry your order wasn’t quite right. To return it, please email our customer services team to get a Returns Authorisation Number (RAN) and arrange your return. Find out more here.
How do I check if you have an item on display?
We recommend ringing your nearest store to check if it’s on display.
Can you hold my order until I am ready?
As soon as your furniture/specialist order is ready, our delivery team will contact you to arrange a convenient date. We are able to hold these orders for up to 4 weeks free of charge. After this, there will be a weekly storage fee charge of £25.
Parcel orders are dispatched as soon as they are ready, and unfortunately we are unable to hold these for you. However, when you receive the DPD tracking details, you will have a number of options change the delivery to something more suitable for you.
- you can change the delivery date
- arrange to leave your parcel somewhere safe at the delivery address
- deliver it to your neighbour
- drop it off at your local shop
Can I get my order any sooner?
We always try our best to deliver orders as quickly as possible, however this isn’t guaranteed. We will always email you with an update if anything changes with your order.
Can I use my gift card online?
Yes, gift cards can now be used online.