How we are dealing with coronavirus (COVID-19)

Version 1.0 - 30 March 2020

During these unprecedented times, the health of our customers and our staff and delivery drivers is paramount. We continue to follow the Government’s advice and are continually updating our processes to take account of the evolving situation. Our online store remains fully operational. We have taken steps to continue to ensure an uninterrupted and safe service for everyone:

  • Our team is working remotely
  • Flexible trial period. In the event of disruption to delivery networks and isolation protocols, we will honour any return request made within the 101-day trial period even if the return collection is substantially delayed by ongoing events.
  • Our standard delivery is 5-7 days. We have an excellent delivery partner, but there may be delays during this period. We will keep you up to date on your delivery. We are available to respond to any delivery inquiries (within office hours) at support@owllark.com.

Safety and Installation

We still offer an installation service for customers that are unable to install a heavy mattress themselves. If you do not require this service, we will conduct a no-contact delivery by leaving the mattress by your front door.

For all deliveries:

  • Our fulfilment centre and delivery drivers have substantially increased their cleaning protocols.
  • Our mattresses are stored in airtight packaging, and have been unopened for over least 6 weeks. According to latest WHO guidance and medical advice, this virtually eliminates the possibility of any contamination of the mattress itself.
  • We disinfect the exterior packaging of the mattress before delivery.
  • Strict-enforcement of self-isolation protocols if a member of staff feels unwell, following the government’s advice.

For installation services:

  • We adopt strict physical distancing measures during delivery and ask that drivers and customers keep well apart, ideally in separate rooms.
  • Our drivers wear protective disposable surgical masks and use alcohol-based hand-sanitizer before, during and after delivery.
  • We will not request physical signatures on documentation.

We offer a bespoke service and discuss and agree on the delivery protocol with each customer.

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Winterman House, 11 Old’s Approach, Tolpits Lane, Watford, WD18 9QY | Company number 12398178

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