Coronavirus - an update for our customers

Keeping our customers and the Thomas Sanderson team safe

 

In these unusual and unsettling times we understand that your home is a place of sanctuary, which is why we’ve made some short-term changes to our business.

In line with Government advice, our manufacturing facilities are now closed so that our production team can stay at home. Our design consultants and installers are also following this advice and staying at home.

As soon as this guidance changes and it is safe for us to return to work, we will pick up where we left off and resume our usual service to our customers.

We understand that you may have some questions about an order you have placed or a design consultation you are waiting for. Take a look at our FAQs below. Alternatively email our customer service team at [email protected]. Our team is being kept to a minimum, so it may take a little longer for us to get back to you.

We would like to thank you for your support, patience and understanding, and hope above all, you stay safe and well. We look forward to seeing you in your homes when the time is right.

Kind regards

Craig Edwards and the team at Thomas Sanderson

 

About my design consultation

I have booked a design consultation. What will happen now?

All of our consultations have been cancelled. As soon as the time is right for us all to return to work, our customer service team will be in touch to rearrange this for you.

I am self-isolating. Do I need to cancel my consultation?

Please don’t worry about getting in touch. We have now cancelled all design consultations. As soon as the time is right to return to work, our customer service team will be in touch to discuss re-arranging your consultation.

About my installation appointment

I have booked an installation appointment. What will happen now?

Our installation appointments have all been cancelled. Our customer service team will be in touch to rearrange your appointment as soon as the time is right for us to return to work.

I am self-isolating will you still fit my order?

All of our installation appointments have been cancelled. As soon as the time is right to return to work, our customer service team will be in touch to discuss re-arranging your appointment. There is no need to contact us.

About my order

Where is my order now? When will it be ready to be fitted?

Your order is in our production facilities. We had to make a quick decision to send our team home following Government advice. As soon as we return to work we will be able to finish your product to our usual high standard, and our customer service team will be in touch to arrange an installation date.

Can I cancel my order and have a refund because of the delays?

All our products are bespoke and made to your exact requirements. That means we can’t sell them to another customer. This is why we do not offer refunds on our products. Please be assured that we will get your products to you as soon as it is safe to do so.

For my information around cancelling orders, please refer to our Terms and Conditions.

 

Contacting Thomas Sanderson

I need to contact someone at Thomas Sanderson about my order or my design consultation. What should I do?

If you have questions, you can email our team at [email protected].   Please bear with us though. As the majority of our team is now keeping safe at home, our response may take much longer than usual.

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