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COVID-19 (Coronavirus) FAQ's

COVID-19 (Coronavirus) FAQ's


To all our customers,


Great news, we are now open!


At Lucas Furniture, for 122 years, our mission has been to deliver a customer experience deserving of recommendation – and rest assured, that will continue. However, during these unprecedented times the health and safety of our customers, colleagues and communities is our first priority.


Please see below frequently asked questions:


Q. Is your store open and what safety measures have you implemented?

Yes, following updated government guidelines our showroom reopened Saturday 30th May. 


We have been working hard to create a safe environment for our customers and colleagues as keeping everyone safe is our priority. Some of the measures we have put in place include:


  • Temperature checks of all staff are taken every morning before work
  • Instructing staff not to attend work if they (or anyone in their house) are displaying Coronavirus symptoms 
  • Asking staff to regularly wash their hands
  • Having several hand sanitiser stations in our store 
  • Regularly cleaning high contact areas
  • Installing signage to remind everyone to respect each other’s space, keep 2 metres apart and sanitise their hands. 

 shop safe

Our showrooms are spacious and have the benefit of only a small number of customers at any one time. To be extra safe we will limit the number of customers within our store (if necessary) to provide you plenty of space to browse. Safe social distancing guidelines require an area of 12.5 sq m per person. The great news is that in our store you will have at least 5 times more space because we are allowing every customer 62.5 sq m. and every family group 125 sq m. 


The measures we have put in place mean that we go above and beyond government secure guidelines and the British Retail Consortium’s recommendations. 


Q. Are you delivering? What precautions are your delivery teams taking to prevent the spread of COVID- 19?

Yes, our installation teams are back on the road delivering into the room of your choice and removing all packaging.  


Please be reassured our delivery teams take the health and safety of our customers very seriously. 


  • Any staff with symptoms of COVID-19 - or staff who live in a household with someone with symptoms - have been instructed not to come into work
  • Temperature checks of all staff are taken every morning before work
  • We have issued strict instructions on good handwashing techniques and have issued all of our employees with hand sanitiser
  • Our employees will wear disposable gloves when making deliveries to your property
  • We will maintain a 2m distance between us during delivery and would be grateful if you could respect this too
  • We will not carry out deliveries to households who are self-isolating
  • Installation teams are supplied with personal protective equipment


Our non-contact delivery consists asking all customers to: Confirm (before delivery) that no-one in their household is displaying Coronavirus symptoms, ventilate the room we will be installing the furniture into and not entering the room whilst we are installing your furniture.  


Q. I placed an order but have not been contacted regarding delivery?

Our manufacturers have been closed for the past 11 weeks but will have all returned to production no later than Monday 8th June. This will enable us to advise you of an approximate delivery date by no later than Friday 12th June. Please be assured that your order remains of the utmost importance to us and we are doing everything possible to deliver at the earliest opportunity.


It would help us enormously if you could extend your patience and continued support a little longer. Initially we are running on reduced staffing levels during our phased return and therefore have limited resources to answer phone calls. We would therefore, be really grateful if you could direct any delivery queries to the email address below:


[email protected]



Q. I require service?

Please get in contact and we will arrange the technician’s visit as soon possible. The best way to get in contact is via email:

Please don’t forget to include your name and postcode.


Q. Is my deposit safe?

Yes, your deposit is safe. Please be reassured we have been a family business for 122 years and are in the fortunate position whereby we own our store, warehouse and vehicles. Unlike others, this means we don’t have expensive rents to pay! In our opinion we are the UK’s most secure furniture retailer.  


Sincere thanks for your patience and continued support during this time.


Please take care and stay safe.

neal thomas

Neal Thomas - Store Manager



Why Buy From Lucas Furniture?