CORONAVIRUS (COVID-19) INFORMATION FOR OUR CUSTOMERS

We know these are worrying times for everyone and hope that you and those around you are all staying safe.

Please find some FAQs below. As the situation is changing daily, we will be updating this page with up-to-date information regularly.

Can I still order online?

Yes, you can still order online as normal and we can still deliver to you. Specific delivery details and delivery times can be found on the product page when you come to purchase.

When will my order arrive?

We are aiming to keep to all our delivery times but please bear in mind that your order may take a little longer to arrive than usual. If you are concerned, please contact our Customer Service Team via our social channels, but note that they may take longer than usual to get back to you.

Are your stores still open?

Due to the unfolding situation with Coronavirus (COVID-19), sadly our Habitat flagship stores and Mini Habitat stores in Sainsbury’s are now temporarily closed. However, you can still shop with us online as normal.

When will your stores reopen?

This is a rapidly changing situation and we will continue to follow the advice of the Government and Public Health England. We will keep you updated.

Can I still receive a delivery?

Yes. Public Health England have said that there’s no current evidence to suggest that the virus can be transmitted from packages. It is understood that these types of viruses don’t survive long on objects such as letters or parcels.

Are there any changes to deliveries of larger items?

Deliveries of larger items are still going ahead as usual, however they will be doorstep only to ensure the safety of all and to comply with social distancing regulations. If this is a problem please get in touch with our delivery company, Panther, when you receive your confirmation text message from them the night before delivery.

How do I return online orders?

For any purchases made from 1 March 2020 we are extending our returns period for online orders to 30 days beginning on the day our stores re-open, as long as the item meets the other terms of our returns policy including a valid proof of purchase such as a receipt or delivery note. If you urgently need to organise a return, you will need to contact our Customer Services Team via our social media channels, but please bear in mind it will take longer than normal for them to get back to you. This is because, as part of Sainsbury’s, our Customer Services Team will now be focused on working to Feed the Nation and supporting our vulnerable customers. This means we’re currently running a reduced service and have temporarily closed our customer helpline so are unable to respond to phone calls, customer emails or live chat messages at this time.

How do I return in-store purchases?

For any purchases made from 1 March 2020, we are extending our returns period to 30 days beginning on the day our stores re-open, as long as the item meets the other terms of our returns policy including a valid proof of purchase such as a receipt or delivery note.

If I’m self-isolating, how do I return a product?

If you have been unable to return an unwanted item due to self isolation restrictions, we will honour a late return as long the item meets the other terms of our returns policy including a valid proof of purchase such as a receipt or delivery note.

Can I still use your Click & Collect service?

Due to the unfolding situation with Coronavirus (COVID-19), our Click & Collect service is currently unavailable. We’ll update you if the situation changes.

What happens if I am self-isolating and need a collection?

We’re happy to honour late returns as long the item meets the other terms of our returns policy including a valid proof of purchase such as a receipt or delivery note. If you urgently require a collection, please contact our Customer Service Team via our social channels. Notify them if you are self-isolating or if someone in your home has symptoms and we’ll help you organise a date.

Can I still receive deliveries if I’m self-isolating?

If you are getting a large item delivered (2 man delivery) let our Customer Services team know and they will happily reschedule your delivery for you.

The delivery of smaller items (1 man delivery) will still go ahead as normal. The only difference is the driver will place the delivery in a safe place and you will no longer be asked for a signature to avoid contact.

How do I contact Habitat?

Habitat are part of Sainsbury’s, and our Customer Service Team will now be focused on working to Feed the Nation and supporting our vulnerable customers. This means that we’ve temporarily closed our customer helpline and we are unable to respond to phone calls, customer emails or live chat messages at this time. If your query is urgent, you can still contact our Customer Services Team via our social media channels, however, it may take us longer than usual to get back to you. Please regularly check this page for further updates. Thank you for your support and understanding.

Do you deliver to the Republic of Ireland?

We are no longer able to deliver to the Republic of Ireland due to the Covid-19 situation.