Coronavirus update

Updated on: Monday 1st March 2021

Following recent announcements regarding the easing of restrictions, we now hope to be able to re-open our stores on Monday 12th April.  Any actions will, of course, be subject to updated national or local guidelines.  Please keep an eye on our store pages and emails where we will keep you up-to-date with our plans
 
We continue to trade as normal from our website, www.heals.com.
 
If you would like a more human touch, our in-store teams remain available and can be reached in a number of ways.
 
· Our online Live Chat will connect you to an in-store specialist and is available from 9am to 9pm every day. We can show you live images and video of product if available.
· Our specialist telephone Advice Line on 0333 212 1915 (opt.1) is available seven days a week during normal working hours.
· We are still offering scheduled virtual consultations where you can discuss your requirements in detail with specialists in our Tottenham Court Road store and they can demonstrate the product from the store.
· Store phone lines remain operational, although availability may be limited.
 
If you are planning to place, or have already placed, an order you can be reassured that we continue to run our warehouse and delivery teams as normal. Our suppliers also have told us that they plan to operate as normal.
 
Regarding safety, we have worked hard with our furniture delivery partners to create working practices that make two-man delivery safe both for our teams and, of course, for you. If you are self-isolating or have other concerns related to your delivery, we can make special arrangements but we will need to be advised in advance.

Shopping safely at Heal’s

We have put in place a comprehensive list of measures to ensure the safety of our staff and customers, most of which are detailed below:
 
- All stores have a one-way traffic flow.
- Maximum number of customers per department.
- One-in one-out policy on reaching maximum capacity.
- A maximum of one customer at a time per lift.
- All tills are fitted with Perspex sneeze guards. 
- All till points have two-metre markers.
- Till points are cleared of all unnecessary items
- One team member per till point per day.
- All stores are card-only and are not taking cash.
- Returned items are kept in a self-contained area for 72 hours before being cleaned.
- All refunds are processed using gloves.
- Customers wishing to try a furniture product are asked to use a plastic sheet. 
- All stores have sanitising stations for customers to use if they wish to touch a product.
- We are sorry to announce that due to London moving into Tier 3 we will have to temporarily close The Ambrose Café from Wednesday 16th December.  We hope to re-open as soon as restrictions are lifted. 
- Customer toilets, where available, remain open but with reduced capacity. 
- PPE is provided to all team members.
 
New legislation requires all customers to wear face coverings unless they are medically exempt.