You are our top priority. If you have any questions about COVID-19 and your wedding list please see our FAQs

This site uses cookies.
By continuing to browse the site you are agreeing to our use of cookies. Find out more
Back to top

COVID-19 FAQs

COVID-19. We’ve all got questions during this unsettling time. We want to reassure you that we’re here for you. You and our employees are our top priority. We have set up these FAQs to help answer some of your questions. We will be updating them as the situation develops to ensure the advice we give is totally up to date. 

Financial Security

What happens to the money our guests have already pledged? 

Your wedding list is totally secure. Any guest contributions towards your wedding list are securely held in a separate ring-fenced trust, meaning that under any circumstances these monies are always safe.

Showroom & Appointments

Are you open?

It is with a heavy heart that we have decided to temporarily close our showroom and stop hosting face-to-face appointments, effective from Friday 20th March. The safety of our employees and our couples is our main priority.

Are you still taking showroom appointments? 

We are unable to host face-to-face appointments in our Showroom, effective from Friday 20th March. However, we are delighted to offer all our couples a Virtual Appointment.

Until we meet again, our virtual appointments are a brilliant alternative to our London Showroom Appointments. Meet your dedicated Wedding List Advisor via a video call and receive the same tailored experience and product knowledge via Zoom. Find out more here.

What if I want to book a new appointment, since your decision to close the Showroom?

Until we reopen our London Showroom, all new appointments will be hosted virtually. Our Virtual Appointments offer the same personal experience, the only difference is that they are online! Warm, welcoming and tailored to you – find out more here.

Click here to book a Virtual Appointment.

brands.

What if I need to cancel my appointment? 

If you need to cancel your appointment you can reschedule this for a later date. Please let us know with as much notice as possible. 

What if you cancel my appointment? 

If we have to cancel an appointment, we will give you as much notice as possible and give you an alternative time for our Virtual Appointment.

What happens if I need support from an advisor but I can't get to the Showroom?

Our showroom experience is just a small part of our dedicated service. Our expertise is always available via email, phone and video call - you will still have the unwavering support of your dedicated Wedding List Advisor. We can provide you with a tailored, bespoke service through our online showroom, helping you to create a curated list of wedding presents to suit your style from our extensive selection of beautiful brands. Find out more about our Virtual Appointments here.

Building Your List

Can I still build my list? 

Yes, of course! You have full access to our Online Showroom. With thousands of presents to browse we are confident that you will love building your list online. Our wedding list advisors are available to support you at every stage of your wedding list journey.

Why not book a Virtual Appointment with one of our dedicated wedding list advisors? A great way to get you started with your gift list, you’ll receive the same tailored experience as our London Showroom via Zoom.

Are help and support still available? 

Our entire team is still available to give you support and advice whilst building your list, no matter what. They are available by phone, email or video call at every stage of your wedding gift list journey.

Duty Of Care

What are you doing as a business to support your staff?

The health and well-being of our customers and our staff is our utmost priority. We've been taking the necessary steps and following government guidelines to protect our employees and couples. We are ready to react to any new measures announced to ensure we are always following protocol.

Our staff have our full support to stay at home if they are feeling unwell, and are encouraged to follow government advice. It's our intention that staff will receive their regular pay during this period.

Our company ethos remains at the forefront of every decision we make. We are a small business and a family - every member of staff will be supported during this time no matter what.

Deliveries

Can I still book a delivery? 

Together with our brilliant warehouse team, we have decided to re-open our warehouse. This means that we can start delivering to you once again. We have been working hard behind the scenes to introduce new systems and safety measures; the safety and wellbeing of our incredible delivery and warehouse team remains at the forefront of every decision we make.


We are running our warehouse and deliveries with a much smaller team than usual, so please bear with us if it takes us a little longer than usual to deliver your presents.

We are introducing the following initiatives to ensure the safety of both our drivers and you, our couples:

- All our deliveries will be contactless. We will call you when we’re nearby and deliver to your doorstep. Please make sure that you have the man-power to take your presents inside your home

- We will not be delivering any furniture that requires more than one person to lift it

- We will be delivering Monday – Friday between 10am and 2pm

- Our drivers will be equipped with sufficient PPE

To arrange a delivery please reach out to our in-house delivery team here.

Are arranged deliveries still going ahead? 

If you had a delivery booked in prior to the temporary closure of our warehouse which we were unable to fulfil, our delivery team will get in touch with you to rearrange this delivery.

Alternatively, you can always get in touch with them here.

What precautions are you taking to protect customers, warehouse staff and drivers?

We are operating our warehouse with a skeleton team and have carried out extensive training on safe working practices. We will be practicing social distancing within the warehouse and all staff will be equipped with PPE.

Our drivers have received extensive support on the importance of hygiene protocol. They all carry the necessary products in their vans to ensure they can sanitize their hands and van at any point. Drivers will also be equipped with PPE for all deliveries.

Our drivers will be conducting contactless deliveries, to protect both themselves and our customers.

Placing & Tracking Orders

Will this affect my lead times?

We still expect to fulfil your order within our quoted lead times. It is possible that some delays may arise with sourcing due to COVID-19. We will keep you updated and informed at all times if this is the case.

What happens if you can’t source an item?

It is unlikely that that we will be unable to source presents as a result of COVID-19, it may just take a little longer. If we are unable to source a present for you, our standard procedure applies. We will let you know as soon as possible and offer you an alternative option. If the present has been bought from your list we will credit your account.

Postponing our wedding

What if we're postponing our wedding and guests have already purchased presents? 

If your guests have already started purchasing presents, their money is safe and sound in a separate ring-fenced trust account.

If you already have a new wedding date, we can amend this on our website for you. We know you want to keep all of the hard work you have put into building your wedding list. You can continue building your list if needed when you are ready, and your guests can continue to access your list.

What if we're postponing our wedding and guests haven't purchased presents yet?

If you already have a new wedding date, we can amend this on our website for you. We know you want to keep all of the hard work you have put into building your wedding list. You can continue building your list if needed when you are ready, and your guests can continue to access your list.

What if we are postponing our wedding, but do not have a new date yet? 

If you do not have a new wedding date yet, please do not worry. We are here to support you. We can put in a temporary placeholder date so that you can keep all of the hard work you have put into building your wedding list. When you have confirmed your new date, we can apply this to your list for you.

To change the date of your wedding please reach out to your Wedding List Advisor.

Cancellations

What if we have to cancel our wedding? 

To keep all of the hard work you have put into building your wedding list, we would highly recommend putting a temporary future date against your wedding list, rather than cancelling it. This will ensure that you can still access your list, should you set an alternative date for your wedding.

If this isn't possible, and you do need to cancel your wedding, then please reach out to your Wedding List Advisor. We are always here to support you and will help you through this difficult time.

FAQs for Guests

What happens if I have bought a present for a wedding that has been postponed or cancelled?

Rest assured, your money is protected. All guest contributions towards wedding lists are held in a separate ring-fenced trust account. The money is held in this trust until a couple instruct us to purchase their presents on your behalf.

You have the right to cancel your order and receive a full refund if you cancel your purchase within 14 days, starting from your order confirmation date.

If a wedding gets cancelled, we will refund your order.

 

Can't find an answer to your question? Please don't hesitate to get in touch.