Covid-19: Updates and FAQs
As Government guidelines continue to evolve, we’ll keep this page updated with all the essential information you need about our service and our plans to keep our customers and colleagues safe.
Latest update 5 May 2021
As restrictions begin to ease, we’re pleased to be offering in-home appointments in line with government guidance.
For helpful advice on our service, please scroll down to the FAQ section.
Keeping you safe in home - when we are able to make appointments
- 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
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.
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.
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’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 to 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 will 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.
How are you following social distancing at your head office?
Where possible, are 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.