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Latest update 19th July 2021

As lockdown begins to ease, we’re pleased to be able to continue offering in-home appointments in line with government guidance.

For helpful advice on our service, please scroll down to the FAQ section.

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Important changes to our service to keep you safe

We’ve made important changes to our in-home service to keep you and our advisors safe. These changes include strict social distancing rules and protective equipment for our colleagues. Watch the video to find out more.

Keeping you safe in home

  • Our advisors will only come to work if they, and the rest of their household, are free from Coronavirus symptoms. We’ll also call you on the day of your appointment to check that you and your household are free from symptoms and discuss the appointment. We can easily reschedule if needed.
  • Your advisor will observe strict social distancing measures throughout your appointment.
  • In Wales and Scotland, face coverings are still a legal requirement, so advisors will wear masks at all appointments.

Customer and colleague safety is our priority

  • All of our advisors have safety clothing such as gloves, masks and shoe covers with them. You may ask your advisor to wear them during your appointment. They will also disinfectant any surfaces they come into contact with.
  • For the time-being, we are not accepting payment by cash or cheque. Please pay using your credit or debit card
  • You can order samples online of your favourite fabrics during or ahead of your appointment

FAQs about our in-home service

Before your appointment >

During your appointment >

Information about your order >

General FAQs >

Showroom and Kiosk FAQs >


Before your appointment

How do I rearrange my appointment if I feel unwell?

If you feel unwell, are self-isolating or you or someone in your household has any symptoms of Coronavirus, we ask that you call us on 0800 916 1094 to rearrange your appointment.

I am self-isolating. Can I book an appointment?

For the welfare of our colleagues, we will only be carrying out in-home appointments where we can safely do so. If you, or someone in your household is self-isolating, please wait until your self-isolation period has finished before you make your appointment.

I’ve made an appointment but would prefer to postpone it until I feel safer. What should I do?

Please call us on 0800 916 1094 if you would like to delay your appointment.

During your appointment

What precautions will my advisor be taking?

Your advisor will call you before your appointment to check your household is free of COVID symptoms and to discuss your appointment. They will also bring PPE, hand sanitiser and disinfectant wipes with them. Your advisor will stay two metres away from you during your in home appointment.

Will I be able to browse the fabric samples during the appointment?

Your advisor will bring a range of samples for you to choose from and will be able hold the samples at your window for you to look at in situ. For a closer look, we ask that you wear gloves while handling the fabrics, your advisor will bring a supply of gloves to the appointment. Your advisor will also be able to order samples to be delivered to your home after your appointment for you to keep. 

I've already ordered samples. Does it matter if I haven't received them ahead of my appointment?

Don't worry if your samples haven't arrived or if you need a little help in selecting your products. Your advisor will bring samples along to your appointment. You can view these samples in home and your advisor can hold up the samples for you to view at the window. For a closer look, we may ask that you wash or sanitise your hands or wear gloves while handling the fabrics, and your advisor will bring a supply of gloves to the appointment.

Do I need to stay in the room while the advisor fits my new window dressings?

We would prefer your advisor to be left alone in the room while they fit your new window dressings, if you feel comfortable with that.

How many people from Hillarys will attend the appointment?

Just one advisor will be at your appointment. If another person needs to be there, we will call you before the appointment to check that you are happy with this.

I don’t want to use the chip and pin machine, is there another way to pay?

Your advisor will have disinfectant to clean the chip and pin machine ahead of use, alternatively you can call a telephone payment service using your own telephone.

Information about your order

I'm waiting for an update on my order, how can I find out when it will be fitted?

We are calling all customers who still have an order outstanding to confirm the next steps and to book a fitting appointment. Social distancing means our team is smaller than at other times and getting through all of our customers is taking longer than we would like. Please be patient with us, we are sorry for the delay and will be in touch with you as soon as possible. If you would like to get in touch with us about your order, email [email protected] including your address and order number. We aim to get back to you within 36 hours.

General FAQs

How are you following social distancing at your head office?

Where possible, the head office team is working at home. Where teams need to be in the workplace, for example our manufacturing and customer service teams, we have taken steps to make the workplace as safe as possible. This includes social distancing measures and working in smaller teams. Please be patient with us while things take a little longer.

Showroom and Kiosk FAQs

Keeping you safe in our showrooms and kiosks.

We are delighted to welcome you back to our showrooms Bristol, Cheltenham, Harrogate and Guildford.

As always, the health and well-being of our colleagues and customers is our priority, and there is a number of ways we’re keeping everyone safe:
- We are limiting the number of customers in our showrooms or kiosks at any one time
- Customers will be asked to remain 2 metres apart at all times
- All surfaces will be regularly sanitised, and fabrics will be steam cleaned
- Hand sanitiser, gloves and masks are available for customers and colleagues

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