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Update on appointments for customers in Wales

If you already have an appointment booked between 24th October – 8th November your local advisor will be in touch to discuss this with you.

New appointments in Wales will be available from 9th November.

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Important changes to our service to keep you safe

At Hillarys, our customers and colleagues are at the heart of our business. During this time, we’ve made important changes to both our in-home service and our showrooms and kiosks to keep everyone safe, including strict social distancing rules and providing protective equipment for our customers 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. We can easily reschedule if needed.
  • Your advisor will observe strict social distancing measures throughout your appointment
  • All of our advisors have safety clothing such as gloves, masks and shoe covers and will disinfectant any surfaces they come into contact with
  • We’re currently not taking cash or cheque payments, you can pay with your credit or debit card
  • You can order samples online of your favourite fabrics during or ahead of your appointment

Keeping you safe in our showrooms and kiosks

  • 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

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

When will I be able to book an in-home appointment?

You can now request an appointment with your local advisor click here. There may be limited availability in some areas.

Can I book an appointment if I live in a Tier 2 or Tier 3 area of England?
You can still book an appointment wherever you live in England. Although socialising with other households indoors is restricted in Tier 2 and Tier 3 areas, the Government has set out an exemption for people working in other homes. This means our advisors are still able to attend appointments and fit, no matter what Tier you live in.

Can I book an appointment if I live in Wales?

New appointments in Wales will be available from 9th November.

If you have an appointment booked between 24th October – 8th November, it could still go ahead as planned, your local advisor will be in touch to talk to you about this.

Can I book an appointment if I live in Ireland?

Our in-home service is currently suspended in Ireland due to the latest government guidance. Our service will resume on 1st December. If you already have an appointment booked, your local advisor will be in touch to rearrange. Thank you for your patience during these unusual times.

How do I rearrange my appointment if I feel unwell?

If you feel unwell, 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 vulnerable or is experiencing Coronavirus symptoms, please contact our customer service team on 0800 916 1094 for further advice.


During your appointment

What protective clothing will the advisor be wearing?

Our advisors will be wearing face masks, gloves and shoe coverings. They also have hand sanitiser and disinfectant wipes.

How will you ensure social distancing whilst choosing/suggesting the right blind, curtains or shutter for me?

Your advisor will stay 2 metres away during your in home appointment, whilst you’re discussing the best solution for your windows your advisor can hold up appropriate samples and discuss from a safe distance.

Will I be able to browse the advisors sample books during the appointment?

Your advisor will bring a range of samples for you to choose from, your advisor can hold the samples up for you to take a look at. For a closer look, we’d ask that you wear gloves whilst you handle the fabrics if at all possible. Your advisor will also be able to order samples to be delivered to your home after your appointment.

Does it matter if I haven’t ordered/received my samples 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 the appropriate samples along to your appointment. You can view the books in home and your advisor can hold up the samples for you to view at the window. For a closer look, we’d ask that you wear gloves whilst you handle the fabrics if at all possible. Your advisor will also be able to order samples to be delivered to your home after your appointment.

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

Our preference would be for the advisor to be left in the room whilst they fit your new window dressings, if you feel comfortable with that.

How many people from Hillarys will attend the appointment?

There will be just one advisor at your appointment, if for any reason there needed to be another person present, you will receive a phone call ahead of the appointment to check that you would be happy with that.

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

Don’t worry, 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 live in Wales and have a fitting date booked between 23rd October and 8th November, will it go ahead?

Unfortunately due to the announcement of the  Firebreak lockdown in Wales we are having to re-arrange all appointments during these dates, your advisor will be in touch ASAP to re-arrange. If you wish to contact them you can find their contact details on your confirmation email. We kindly ask for your patience in this matter and not to contact our contact centre if avoidable as your  advisor is best placed to re-arrange your appointment.

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

Our team of local advisors are busy contacting all customers with outstanding orders, we’re sorry for the delay. We’re currently working with much smaller teams in order to ensure the safety of our employees, so if you’d like to speak to someone about your order please could you email [email protected] detailing your address and order number and we’ll aim to get back to you within 36 hours.

I am waiting for my products to be fitted, when will this be?

We are busy calling all customers who still have an order outstanding to confirm the next steps and hopefully book a fitting appointment. Please be patient we will be in touch with you. Apologies for the delay, we are working through the changing circumstances as quickly as possible.

General FAQs

How are you following social distancing at your head office?

Our manufacturing and customer service teams are returning to work and are busy working through your orders and enquiries. For the safety of our colleagues, we are working in smaller teams and learning to adjust to new social distancing measures, so please be patient with us for a little longer as we get back up to speed.

Showroom and Kiosk FAQs

My local showroom or kiosk is closed. When will it be open?

We are currently planning a phased reopening of all our showrooms and kiosks. You can check which ones are open here.



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