COVID-19 Delivery Update
Through the current situation, at NCF Living it has been key for us to keep the safety and well-being of our colleagues and customers our number one priority.
We are continually monitoring the guidelines from both the English and Scottish governments, along with Public Health England, and are committed to making the right decisions for our customers and staff.
Our customer service team is currently experiencing exceptionally high call volumes due to not only ourselves catching up from the full lockdown, but also all our manufacturers and suppliers both in the UK and overseas.
If you are thinking about contacting us, we strongly advise you check the below frequently asked questions below in the first instance.
How can we help, FAQ’s?
Q1) Are your stores open as normal?
Yes, all our stores are fully open and trading normal hours, please check our website for your nearest store opening hours.
Q2) Can I still touch/sit/lie on your products instore?
Yes, this is encouraged by our sales team to help ensure you pick the perfect item you find comfortable. Our stores are supplied with hand sanitizer and all our stores do regular cleaning of stock.
Q3) Are you still delivering inside the house?
Yes, our Delivery teams are delivering as normal, this includes delivering to the room of choice whether it be up or downstairs. We will also assemble certain furniture ranges such as upholstery/dining tables & divan beds and we will recycle all the packaging for you too.
Q4) My order has gone past the quoted lead time, why would this be and what should I do?
If your item(s) are coming from Overseas. After most of the world being on lockdown for several months, all logistics have now resumed however every logistics company in every country is playing catch up and for this transportation process there is a que like system. As well as this a lot of the manufactures and logistic partners are running on a lower staff capacity than usual. Think back to March/April when you could not pasta or toilet paper for love nor money due to supply and demand, however now you can. In May/June you could not buy facemasks or hand sanitizer for love nor money, however now you can. We are in that position now, however just with the other items during this pandemic - Rest assured, your items will get to us, it may just take a few weeks longer than you would have been originally quoted. Unfortunately, this is out of our control, however rest assured as soon as we receive your item(s) you shall be contacted immediately to book a delivery date.
If your item(s) is a Special-Order product. There are many aspects to having a bespoke special-order sofa or bed made. Each aspect of the item must be specially ordered before it is built. Once the main frame is built, then the upholstery must be specially sourced and made. The process then continued where the upholstery will be put onto the product along with any fillings, this will then be finished off with any fine stitching details as required. If one single link is delayed in this chain process, then there is a delay thus causing a knock-on-affect. As well as this a lot of the manufactures and logistic partners are running on a lower staff capacity than usual. Rest assured, we are in regular communication with our suppliers receiving regular updates. Your special-order item(s) will reach us, it may just require a little more time than what you would have been originally quoted as they complete each order to the highest standard and best quality.
Q5) What are my rights regarding cancelling my products due to it being delayed past the lead time I was quoted?
As per your terms and conditions which you signed at the point of sale, this pandemic and any delay coursed by it as such is completely out of our control.
As per our terms and conditions
Q5) I have a customer service query that is not about lead times, are your customer service department available?
Step 1 - The first thing we ask is if you believe this can be dealt with from store level, go and kindly ask for the manager at the store the product was ordered from. If they are unable to resolve the issue. If you have any form of customer service issue, the fastest route to a resolution is to send an email to firstname.lastname@example.org.
Step 2 - If you leave us a brief description of the enquiry along with your full name, order number, along with any photos which show any issues and the store name you purchased from (you will find all of this information on your order invoice). We kindly ask that you bear with us during these unusual times to allow us the correct time required to look into every customer service enquiry and collect the correct information which can take a little time as we may need to contact suppliers to get the updated correct information.