Have a holly jolly Christmas!  See our order deadline for guaranteed Christmas delivery and festive opening times here.

Updates from Sueno

UPDATE 01/07/2021: WE HAVE REOPENED

We have reopened for new orders (01/07/2021).

To avoid delay and disappointment, we encourage all customers to place their orders as soon as convenient.

Thank you from all of us, and we look forward to serving you soon.

Sueno


 

UPDATE 21/06/2021: WE'RE HITTING PAUSE

WOW! Since our relaunch on 11 June 2021, we have been amazed by the number of orders we have received. Thank you to everyone that has placed an order.

Regrettably, we need to pause accepting new orders so we can accommodate the ones we have received.

Don't panic! We'll be back soon, making beds as unique as you are.

Sueno


 

UPDATE 11/06/2021: NOW OPEN FOR ORDERS

Our staff have displayed remarkable resilience and determination to get us to this milestone. It would also not have been possible to start up again without the groundswell of support and understanding we have had from our customers.

Thank you from all of us, and we look forward to serving you soon.

Sueno


 

UPDATE 06/05/2021: When do we expect to open again?

A new month brings further optimism to our recovery. We have shifted operations from our temporary base to premises that we will call home for a while. This move is another important milestone for us.

 

 

In the meantime, we continue to follow our phased recovery plan. Deliveries are leaving every day as we prioritise and fulfil commitments we have with our customers.

Our progress suggests that we will be ready to open up for new orders at the end of May or early June.

We must walk before we can run, so we may need to limit orders to ensure our high standards of quality and service are maintained. We'll let you know closer to the time.

We can't thank you enough for all the well-wishes and messages of support we have received. We're lucky to have you on our side.

Sueno

 


 

UPDATE 29/04/2021: Positive news (on a couple of fronts)!

Our team have done amazingly well over the past week.

We have created a production plan for all current orders that respect our operational limitations and capacity. We have now informed all affected customers of the week to expect their order and look forward to providing accurate dates and times closer to the time.

Last week we were able to send out some deliveries that brought tears (and smiles) to our team - a glimmer of light at the end of what felt to be an infinite tunnel. Make no mistake that the heart of Sueno beats, and we'll be back soon making beds as unique as you are.

Thank you for all the well-wishes, patience and support.

Sueno

 


 

UPDATE 20/04/2021: Command centre

A week after our lives turned upside down, we have set up a command centre and have commenced supplementary production again.

 

 

We have contacted all affected customers explaining our factory fire. We are following a phased recovery program that prioritises current orders from our command centre. Only when we have fully addressed current orders will we begin to open our portfolio to new orders.

We have come a long way in a week, and this could not have happened without the generosity of spirit shown by our amazing customers.

Thank you.

Sueno

 


 

UPDATE 13/04/2021: Temporary Shutdown

It is with regret that we will have to temporarily suspend production and pause further sales enquiries to avoid any disappointment.

We need a short pause in our day-to-day operations following a fire at our factory which has disrupted operations. This will allow our team time to relocate and set up an interim operation at our sister facility so that we can continue to serve customers as we have for the last 12 years. Lead times on current orders will, unfortunately, be affected. We will, however, do everything we can to keep you informed of timescales. Rest assured that your order remains a priority for us.

This is a challenging time for all of our team. Occurring on the back of a COVID pandemic where our hardworking staff did extraordinary things over the last 14 months. We will use this temporary suspension in operations to regroup, plan and deliver on our long-term commitments to staff and customers.

We ask for your patience as we adapt to an overnight change. For updates on existing orders, please contact us on our dedicated email address: help@sueno.co.uk.

We will be back very shortly, making beds as unique as you are. Thank you for your support at this time.

Sueno

 


 

UPDATE 04/01/2021: Changes to our International Delivery & Showroom

We have decided to pause accepting international orders for reasons of uncertainty around COVID-19 and the new cross-border trade arrangements that came into force on 31 December 2020.

This includes Northern Ireland, the Republic of Ireland and the rest of the world.

We look forward to restarting fulfilment to our international customers when confidence returns to cross-border trade.

 


 

UPDATE 14/01/2021: National Lockdown 3 - Open for Business

The Government's National lockdown rules for England, published on 04/01/2021, allow us to remain open for business. You can order online or over the phone by calling 01924 456 330.

Our top priority is the health & welfare of our staff and valued customers. We're doing everything within a controlled & safe environment to keep our families and yours safe from the risk of spreading COVID-19.

We remain committed to the highest standard of service and delivery. We continue to offer a choice between a 2-man delivery to the room of your choice or a 'contactless' delivery option.

Our showroom remains closed until further notice.

 


 

UPDATE 04/01/2021: Changes to our International Delivery & Showroom

We have decided to pause accepting international orders for reasons of uncertainty around COVID-19 and the new cross-border trade arrangements that came into force on 31 December 2020.

This includes Northern Ireland, the Republic of Ireland and the rest of the world.

We look forward to restarting fulfilment to our international customers when confidence returns to cross-border trade.

 


 

UPDATE 24/11/2020: Christmas Schedule

COVID-19 has presented many challenges in 2020, and we are forever grateful to our wonderful customers who have continued to support our growing business.

We are taken aback by the demand we received throughout the year, and the run-up to Christmas has not been different.

Our incredible staff have worked tirelessly throughout the pandemic, and it's almost time for them to take a well-earned break to be with their family and friends.

We hope our collective efforts throughout December bring comfort and joy to you and your family this Christmas.

 

Guaranteed Christmas delivery

The deadline for guaranteed Christmas delivery has passed (22/11/2020).

Our Christmas operational capacity has almost been reached. This means that we cannot guarantee Christmas delivery on orders received after the 22/11/2020 unless previously arranged.

For this reason, we encourage new customers to contact the office with enquiries.

Christmas Schedule

We will be providing reduced support between 17 December and 4 January 2021. We ask for your patience in responding to queries and requests. Delivery estimates may also be affected during this time.

Our office fully reopens on 4th January 2021 and any orders received during Christmas & New Year will be scheduled for delivery starting w/c 4 January 2021.

Looking ahead

In the face of this pandemic, we have progressively adapted, streamlined and improved our working practices. We feel that this has resulted in a more efficient, more sustainable operation as we head into 2021.

Merry Christmas from us all at Sueno.

 


 

UPDATE 18/10/2020: In time for Christmas

 

The run-up to Christmas is usually a busy time for Sueno, and even more so this year considering the operational challenges of COVID-19. We have planned and prepared well for a unique Christmas, and we aim to bring a smile to our wonderful customers this festive season.

We encourage all customers to plan and place orders as early as possible to negate any unforeseen difficulties.

Our delivery flexibility will reduce as the clock ticks towards Christmas, so we ask that you help us by accepting the delivery slot and time we have for you.

Order by 22 November 2020 for Guaranteed Christmas Delivery for all of our standard delivery postcodes.

This date is a guideline, and we will always try our very best to bring cheer to your home, so feel free to contact us with any questions or concerns you have regarding our Christmas delivery cut-off date.

Our factory will be closed 17 December 2020 - 4 January 2021 as our staff join their families to celebrate the festive period so please allow for these two weeks on top of the above quoted times.

Sueno

 


 

UPDATE 12/10/2020

We continue to follow and revise our process to adhere to the latest Government guidelines so that we protect our staff members, their families and our local community.

COVID-19 presents unique and ongoing challenges for UK businesses, and we're not immune to its impact. We have experienced a surge in online orders, and our challenge is to maintain our high standard of service and quality whilst we operate safely on reduced production capacity. We are also witnessing the impact that COVID-19 is having on raw material supply chains as suppliers experience a similar sort of disruption.

We have planned and prepared well for an extended period of uncertainty. Sueno is suitably stocked and geared to continue to serve our wonderful customers in the best way we can. 

We have extended our estimated delivery times by 2 to 3 weeks as a reasonable expectation for delivery but this advice is subject to change.

We feel the best course of action is to offer transparent communication with you throughout the COVID-19 period.

Please also note that our showroom will now be closed until the new year, at the very least.

We ask for your patience during this time.

Keep safe. Remember to smile.

Sueno

 


 

UPDATE 26/08/2020

Our revised production programme adheres to Government guidelines and WHO recommendations. 

Please allow for up to 2 to 3 weeks extra on our quoted delivery times. These delays are unlikely but possible considering our adopted safety precautions & any disruption to supply chains.

 

Delivery

 

We remain committed to the highest standard of delivery. We offer you the choice of a two-man delivery to the room of your choice or a 'contactless' delivery option.

 

Our two-man delivery option will strictly adhere to health guidelines by:

Maintaining a safe distance away from you and your family

Washing and sanitising our hands before & after every delivery

Removing any packaging and wrappers for you

 

Our new option of a contactless delivery means that:

We will leave your product(s) at your front door

We won't enter your property

We won't ask you to sign any hand-held devices or paperwork. Our delivery staff can do this on your behalf, witnessed by you.

 

Both delivery options are offered free of charge. A small delivery charge will apply to remote areas.

As in usual times, our delivery team will call you 30 minutes to an hour before your delivery to understand whether you prefer our two-man service or you prefer our contactless delivery option.

 


 

UPDATE 28/03/2020

Our top priority is the health & welfare of our staff and valued customers. We're doing everything we can to keep our families and yours safe from the risk of spreading COVID-19.

We're still taking orders online and over the phone.

As a preventative measure, our factory has stopped production until w/c 6th April. We have also temporarily paused our 2-man assembly service until the UK-wide lockdown is lifted. A new contactless delivery option is available.

Find out some answers for questions we are receiving.

 

Q. Can I still order?

A. Yes! We're open for business. You can order online or over the phone by calling us on 01924 456 330. As a preventative measure, our factory has stopped production until w/c 6th April. Our delivery and customer service teams continue to operate in a limited capacity within a controlled & safe environment that adheres to social distancing guidelines.

All orders are subject to a temporary delay. Please add an extra 2 - 3 weeks to our quoted timescales. This is a subject to change as the situation evolves.

 

Q. Will you be able to make and deliver my order during the lockdown?

A. Yes. Please expect a temporary delay of 2 - 3 weeks on our quoted timescales. 

As a preventative measure, our factory has stopped production until w/c 6th April. 

We have also temporarily paused our 2-man assembly service until the UK-wide lockdown is lifted. We offer a new  contactless delivery option. This means that:

We will leave your product(s) at your front door

We won't enter your property

We won't ask you to sign any hand-held devices or paperwork. Our delivery staff can do this on your behalf, witnessed by you.

As in usual times, our delivery team will call you 30 minutes to an hour before your delivery.

 

Q. Is your showroom open?

A. Our showroom is temporarily closed until the lockdown is lifted.

 

Q. What if my order hasn't been delivered yet? Will it be delivered to me?

A. Yes, we continue to process orders. The recent UK lockdown and social distancing guidelines have brought some disruption to our operations. Your order may, therefore, be subject to a longer than usual lead time. Please expect a temporary delay of 2 - 3 weeks on all orders in production.

 

Q. What precautions are you taking to prevent the spread of COVID-19?

A. Our factory has stopped production until w/c 6th April. We will be operating to social distancing guidelines when we return to work. All staff members will be instructed to wash & sanitise their hands thoroughly and at regular intervals during their working day. 

Any staff member presenting symptoms of COVID-19 will be asked not to come into work. 

We have also brought preventative measures into our delivery process that adhere to Public Health England guidelines.

Q. I'm self-isolating. Can I still receive my delivery?

A. Yes. Although we have paused our 2-man assembly service until the UK-wide lockdown is lifted we can offer you contactless delivery. 

We will leave your product(s) at your front door

We won't enter your property

We won't ask you to sign any hand-held devices or paperwork. Our delivery staff can do this on your behalf, witnessed by you.

One of our delivery team will call you 30 minutes to an hour before your delivery.

 

Q. I'm self-isolating. Can I return my items?

A. Not a problem. Please let us know if you're self-isolating and we'll organise a collection when your quarantine period has ended.

 

Q. Can I still speak to someone?

A. Yes, you can contact our customer team on Call us 01924 456 330. We're here & happy to help!

 


 

UPDATE 16/03/2020

Our top priority is the health & welfare of our staff and valued customers.

Protecting you

We are currently following official advice from the Government to safeguard all parties from any unintended transmission of the Coronavirus.

All staff members presenting any symptoms of COVID-19 or who have been in contact with anyone showing symptoms will be asked to self-isolate for a minimum of 14 days.

To remove justified anxieties around our two-man delivery & assembly option, we will strictly adhere to Public Health England guidelines by:

Maintaining a safe distance away from you and your family
Wearing new PPE safety equipment with every delivery
Washing and sanitising our hands before & after every delivery
Removing any packaging and wrappers for you

We can also offer a new option of contactless delivery. This means that:

We will leave your product(s) at your front door
We won't enter your property
We won't ask you to sign any hand-held devices or paperwork. Our delivery staff can do this on your behalf, witnessed by you.

As in usual times, our delivery team will call you 30 minutes to an hour before your delivery to understand whether you prefer our assembled service or you prefer our contactless delivery option.

Protecting us

We have a duty of care to protect our delivery teams from infection. Delivery to your room carries more risk. Therefore, we kindly ask that if you or a member of your family are self-isolating or have had any symptoms consistent with COVID-19, please let us know before delivery. We will have to delay delivery for a minimum of 14 days.

 

Showroom visits

Our showroom is closed to appointments until further notice.

These collective measures and your continued support allow us to remain open for business and will continue to operate as normally as possible. We aim to provide you with transparent customer service during this uncertain time and if you have any questions about an existing or future order or delivery, please do not hesitate to contact us on 01924 456 330.