On this page, you will find all of our T's & C's & Website Policies

Our Website Terms & Conditions

Our Cookie Policy

Our Privacy Policy

Our Shop Terms & Conditions

Our Returns Policy

Our Delivery Policy

Covid-19 Update

F A Q's

Note: You should read each of the above terms and policy sections before using our website, as the use of our website and webshop should only be done so on the sole basis you agree to our terms, conditions and policies in full. Using our website in any way automatically deems that you agree to these terms and policies, therefore if you do not agree with any of our terms or policies, you should leave this website and refrain from using it in the future.

Some of our policies have options that you can control such as the use of cookies; if you turn these off its fine,  however, this will limit the website functions for you, and you will not be able to use our shop to purchase items.

Please also note; We value your privacy wholeheartedly and we too hate spam... You can rest assured that we will never sell your data or personal information to anyone ever...!

 

Covid-19 Delivery Update


Firstly, we hope that you and all your loved ones are safe and well...!

We continue to operate the business with the website open 24/7 and our customer service (phone, chat, email) available during normal business hours.
 

We are taking all necessary precautions to deliver safely to your homes and our steadfast teams of delivery drivers are now providing doorstep or curbside deliveries.
 

In order that we can practice the safest and most reassuring delivery service, we have decided to temporarily remove the option of ‘White Glove - Room of Choice’ delivery services from our shop where possible. If you have placed an order and paid for any of these delivery services, we will, of course, cancel and refund these additional charges for you – please just get in touch by email or telephone on info@housesurgery.co.uk or 0208 222 6667
 

We have additionally put a number of measures in place to help ensure we're being as safe as possible during and before delivery to you. We have provided masks, gloves, wipes, and hand sanitiser to all our delivery teams who will be using these before and after each drop. We will not be asking for customers to sign for their delivery and will enforce social distancing measures when delivering to ensure we are doing everything we can to keep you and our teams safe.

 

If you are self-isolating and concerned about receiving a delivery and wish to discuss this or postpone the delivery, just give us a call as soon as possible and we can inform the delivery drivers of postponement for you.

 

If you would prefer to receive a no contact doorstep delivery due to self-isolation, that could be fine providing its safe to do so – again, please just get in touch, we are happy to deliver safely to your doorstep or curbside.

Please rest assured, we and our suppliers will continue to monitor this closely and update you with any changes to our delivery service.

Due to restrictions still in place by the government, and our own moral compass on protecting the health and safety of all, we are not able to offer some of our delivery services at present, such as in some cases ‘white-glove' a room of choice with the unwrapping of sofas and assembly. This is being consistently reviewed so we can offer the full service as quickly as possible when it is safe and appropriate to do so.

Please note that whilst we do our best to keep our delivery terms as clear and up to date as possible, during any time of crisis or when things may be different to the norm this can affect the delivery services offered. Please rest assured, we and our suppliers will continue to monitor this closely and update you with any changes to our delivery services as soon as we can.

However, delivery services may also be subject to change quickly in line with government announcements and the importance of the safety of everybody.
 

Whilst everyone is trying to get back to some sort of normality, things are not yet as they were, and many more safety procedures are having to take place to protect both you and our teams. This means, our normal delivery processes may be affected by the current situation even whilst lockdown has opened up, and this may also reflect in delivery times from time to time.
  

We please ask you to appreciate that our different suppliers and delivery teams may have slightly different protocols for their team’s safety during this difficult time for all and that generally, things may change quickly, and you may not always be pre-warned of such changes.
 

We also ask that you be patient, polite and courteous to the delivery teams at all times. They do a strenuous and busy job and have been working very hard to supply many households during these months that many of us have been at home. They are the unsung heroes of this time and continue to do an important job delivering to the world during dangerous and unprecedented times and we want them to feel appreciated.
 

Of course, if you have any issues or problems with the quality of your delivery service, please report these directly to us at info@housesurgery.co.uk and we will address these fully with the relevant teams.
 

We really appreciate your understanding in relation to any changes that may be made in line with these unusual times even if they are a bit annoying to you.
 

We thank you for your kindness and support and we want to assure you we strive to do our very best for you always.

 

We hope that you and your loved ones remain safe and well…! However, if you or anyone in your household becomes ill, even if mildly before your delivery is due please contact us as soon as possible to let us know?

 

If you have booked a white glove or assembly delivery:

 

Have you or anybody living at this address displayed possible coronavirus symptoms resulting in any of you having to self-isolate?
 

If yes - the delivery will be cancelled and rebooked for at least 14 days later. If no - please read the following statement:
 

On arrival at your property, we will only be able to deliver your goods to either your doorstep or to a garage or outbuilding. Regretfully, we will not be able to enter your main premises or undertake any assembly services that you may have booked. Alternatively, we might be able to hold onto your order until it is safe to proceed with a full assembly delivery if required.

Our Warmest Wishes Always 

Emma & The Team

 

020 8222 6667

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© The House Surgery Ltd 2003 All rights reserved.

The House Surgery Ltd, Unit 3 & 4 Leyland's House, Molesey Road, Walton on Thames, Surrey, KT12 3PW