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As Government guidelines continue to evolve, we’ll keep this page updated with all the essential information you need about how this impacts our service and our plans to keep customers and colleagues safe.
We’re pleased to announce that we are back up and running, and you can now book an appointment with your local advisor.
We’re also preparing our showrooms and kiosks for a phased reopening as soon as we can.
We’ve made important changes to both our in-home service and our showrooms and kiosks, designed to keep both colleagues and customers safe, which we’ve outlined below.
Our customers and colleagues are at the heart of our business, so we’ve made important changes to keep you all safe. We’ve introduced strict social distancing rules and our advisors will have protective clothing such as masks, gloves and shoe covers for your peace of mind. Watch the video to find out more.
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 also free from symptoms. We can easily reschedule your appointment 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 for your peace of mind
Your advisor will use disinfectant to wipe down any surfaces they have come into contact with once they’ve finished
We’re currently not taking cash or cheque payments, you can pay with your credit or debit card
You can order samples of your favourite fabrics ahead of your appointment so you can discuss them with your advisor. Your advisor can also order more samples during your appointment if something else catches your eye.
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.
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.
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 1800 882 917 to rearrange 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.
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.
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 1800 882 917 for further advice.
As the Government continues to lift restrictions on retailers, we will begin a phased programme of reopening our showrooms and kiosks.
This will include new social distancing and other safety measures to protect colleagues and customers.
Key changes:
Our colleagues will also be given protective equipment, including gloves and masks
Is my local showroom or kiosk open?
We are phasing the reopening of all our showrooms and kiosks. You can check which ones are open here.
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.
