COVID-19 Frequently Asked Questions
Questions you may have during the current Covid-19 national emergency
Please be assured we are attempting to keep everyone updated about this rapidly changing situation. We are contacting anyone who was expecting an order this week to let them know the situation. The health and well being of you and our colleagues, is of utmost importance to us.
We would urge you to take a look at our Frequently Asked Questions below and if your question hasn’t been answered here please contact us. To help us answer all your enquiries quickly, please contact us using email. Please remember to quote your order number, postcode and name:
Thank you for your understanding, during this difficult time and please stay safe and well.
David & Miles
How can I contact Indigo during the COVID-19 crisis?
We are doing what we can to keep in contact with all of our customers during this crisis. We would recommend contacting us via email email@example.com as other channels may be busy at this time. Please bear with us, we are working hard to keep you fully updated.
I ordered with my work details, can I change them?
If you ordered using your work email address but no longer have access to it, then please get in touch with us via our customer services email address firstname.lastname@example.org. All our updates have been going out via email.
Please quote your name, order number, your postcode and your alternative email address, we will make the change. If you no longer have access to an email account, please give us a call
Can I change my email address?
If you ordered using your work email address but no longer have access to it, then please get in touch with us via our customer services email address. All our updates have been going out via email.
Please quote your name, order number, your postcode and your alternative email address, we will make the change. If you no longer have access to an email account, please give us a call and we will make sure you are contacted by text or phone call.
I was expecting a delivery, why haven’t you contacted me?
Please be assured that we have attempted to contact everyone before a delivery was to be made. We have found, however, that some customers have used their work email address and phone number as their contact details when ordering and are now, for obvious reasons not at work.
If you are in a similar predicament, please email us quoting your name, order number, your postcode and your alternative email address, we will make the change. If you no longer have access to an email account, please give us a call and we will make sure you are contacted by text or phone call.
When can I expect delivery of my order?
We will keep you updated on a regular basis about the status of your order and our service will continue as they left off. You will be contacted as usual about the suitability of a delivery date, but we would appreciate it if you could take the earliest date so that we can clear any backlog caused by the COVID-19 crisis.
What has happened to my order?
Please be assured that your order is safe with us and we have merely paused production and despatch. All stages of production, quality control and despatch are carefully tracked in our manufacturing systems, so we know the progress of your order. When we are given the indication that we can get resume operations we will continue as we left off.
When we deliver your order, we will include a gift from Indigo for your patience and understanding during this emergency.
Why can’t you deliver if the likes of Amazon can?
All our furniture is delivered by our own delivery teams and items cannot generally be left on the doorstep or in a safe place. Many items are assembled for you by our teams in the room of your choice, under the current circumstances of social distancing, we do not feel that this is a service we can, or should, operate. The safety and well-being of yourselves and our colleagues has to be our priority.
We will keep you updated as and when we have more information, however the Government are advising that this period of containment will last at least 3 weeks.
I’m self-isolating, can I still receive my delivery?
Due to the escalation of the measures put in place by the Government, we cannot deliver to your property until after the crisis has passed.
If you have symptoms related to COVID-19 please follow the advice on the NHS website (https://www.nhs.uk/conditions/coronavirus-covid-19/). Please be aware that your household must be clear of all symptoms before we can organise the delivery of your order. It is important that everyone respects the health of others at this time.
Can I come and collect my furniture myself?
We appreciate that in some cases you may have already removed furniture from your home in readiness for your new furniture arriving. However, while Government emergency restrictions are in place, we feel we must act responsibly and ask that you remain in your own homes. Our Warehouse is currently closed, but should this change, we will keep you updated.
Can I visit any of your showrooms?
All of our showrooms including Matlock, Harrogate and Tunbridge Wells have now temporarily closed until further notice. Further to the Prime Minister’s announcement, the health of our colleagues and the community must be our priority. We will, of course, let you know when we have re-opened and we will look forward to seeing you again soon.
Can I change my mind about Finance to help me spread costs?
For some people the Coronavirus Outbreak will cause some financial difficulty. The Government is providing assistance to businesses for example, to help cover 80% of wages. We realise though that this does not cover everyone. If you would like to discuss your finance options, please email us on email@example.com with your phone number and order number and one of our team will be in touch as soon as possible. This may cause a slight delay to your order, but we will do what we can to mitigate this.
Can I still get advice on caring for my furniture?
With the temporary closing of our showrooms, the number of telephone lines we have is much reduced. We would urge that maintenance advice which would normally be dealt with by our After-sales team, be deferred until after the crisis has passed.
If you feel your enquiry needs urgent attention, please email us using the customer care email address firstname.lastname@example.org and we will get back to you as soon as we possibly can. We will be able to advise over email and log your enquiry.
Can I still get advice about problems with my furniture?
We would advise that any customer service issues be emailed to us direct at email@example.com and we will get back to you as soon as we possibly can. We are running with a reduced team across the business, but we will do our very best to get back to you quickly. As always, even in times like this, your satisfaction of our product is of the utmost importance.