Pooky and the Coronavirus
Updated: Friday 14th May 2021.
OUR SHOWROOMS
Our London showroom is open again. We will need to maintain social distancing procedures so visits will be by appointment, so that we can ensure that the numbers in the showrooms are managed. Please contact the sales team on 020 7351 3003 or hello@pooky.com to make an appointment. Drop-ins will be accommodated if possible but priority will be given to customers with an appointment so we do strongly advise making one.
Our Gloucestershire showroom will be moving to a new location and will therefore be closed from Monday 17th May. We look forward to opening our doors to you in our new showroom very soon!
ONLINE
Our website will of course be processing online orders as normal.
Although we do not offer a design service, we are always more than happy to help any customers that might like any extra guidance before making their choices. So if you do feel like you need some extra help, then do get in touch with our customer service team on hello@pooky.com. They’d love to hear from you, even if just for a chat.
CUSTOMER SERVICE
Our customer service team members are split between the showrooms and working from home. They are fully available by email on hello@pooky.com or call on 020 7351 3003. Opening hours can be found here.
CUSTOMER DELIVERIES
The warehouse team too is fully operational, with measures in place to ensure their safety, and we are continuing to pack and despatch orders. All of the warehouse team are fully briefed on social distancing and taking appropriate protective measures against infection and transmission.
Our couriers, DPD & Parcelforce, are working hard to maintain their normal service, whilst having to prioritise certain essential goods deliveries over others which will occasionally cause some small delays or split deliveries. To find out more please look here
Some International deliveries may be affected due to the restrictions, this could lead to slightly higher shipping costs or delays to deliveries in some areas but we will contact any customers affected during the current restrictions.
RETURNS
Returns of small to medium sized items are being processed normally through the Collectplus network and larger items via DPD but we do advise a call to your chosen outlet to make sure they can accommodate your parcel (some of them are quite small and on occasion they get full). Our returns policy requests for all returns to come back to us within 30 days of receipt however please do let us know if your current situation restricts your return within that time frame and we can of course extend that for you. For more information on our returns process please view our Returns page. As ever, we are unable to accept returns in our London showroom so please do follow the returns instructions provided within your order.
As stated above, the advice may change regularly and require us to change our response and the way we operate. If you have any questions then the best thing you can do is to email (hello@pooky.com) or call (020 7351 3003) and we will try and give you as much information as we can.
We hope to have things back to normal as soon as possible but we thank you for your patience and look forward to welcoming you back to our showrooms!