Fire at our
Furniture Warehouse

In the early hours of Monday 4th February a major fire broke out at Heal’s furniture warehouse in Adlington, Greater Manchester. Nobody was injured in the blaze, but it appears as though all stock held in the warehouse was destroyed.

Many of our furniture orders are handmade to order and are not kept in stock, so these orders will be largely unaffected by the fire. Also, most homewares orders are fulfilled from our London warehouse and these will also be unaffected.

Orders will, however, be affected if we were due to fulfil them out of stock held in the warehouse.

We are working incredibly hard now to establish how we can fulfil all orders and cause as little inconvenience as possible to our customers.

Will my order be affected?

Many of our furniture orders are handmade to order and are not kept in stock so these orders will be largely unaffected. Equally, most of our homewares orders are fulfilled from our London warehouse and these will also be largely unaffected.

Orders will, however, be affected if we were due to fulfil them using stock held in our warehouse. This will include orders where a delivery booking has already been made, but where the stock had not yet left our warehouse. Any orders where the stock had already left our warehouse and arrived at our delivery partners will be unaffected.

I’ve already made a delivery booking – will my order be affected?

If stock has already left our warehouse and arrived at our delivery partner then your delivery will not be affected.

If, however, stock has not yet left our warehouse then your delivery will have to be rearranged. We will organise another delivery once we have re-sourced the stock from our suppliers.

When can I expect to receive my order?

We are working closely with our suppliers now to re-source all stock required to fulfil orders. In some cases, suppliers may hold reserve stock so the lead time may be relatively short. In others, products will have to be built from scratch or shipped from overseas, so it may take a little longer.

As you can imagine, this is a massive exercise comprising 1,000s of items and 100s of suppliers. We will only be able to provide accurate information on every customer’s order once we have received detailed responses from our suppliers. This may take some time given the scale and complexity of the activity.

We will try our best to provide relevant updates as and when we have new information relating to each individual order.

What will happen if I place an order today?

For all items that are made-to-order there should be no impact on your order or the time taken to fulfil it.

Equally, for all (mainly homewares) items held in our London warehouse there will be no impact on your order.

For those items that are normally held in our furniture warehouse we are going through an urgent process to adjust all stock values on our system. The website will therefore reflect the fact that we no longer have any stock in our warehouse and will show revised (longer) lead-times. If you are placing an order and have a particularly urgent requirement please contact our Customer Services Advice line on 0333 212 1915.

Can I change or cancel my order?

Heal’s standard terms and conditions of sale continue to apply, but we do understand that in some circumstances a delay to your order may cause inconvenience. If you wish to cancel or discuss your order in more detail, please contact our Customer Services team on [email protected] and they will get back to you within 48 working hours.

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