Here are some of the most common questions for you to consider before placing an order:
If you are unsure about anything, please contact us on 0800 774 7224 or 01422 751371
We will confirm your delivery via phone call or e-mail one day before delivery. You must check to ensure we have your correct address, telephone/mobile number and order details. We also ask you to confirm that you are happy with the allocated delivery date. PLEASE NOTE that we would not attempt the delivery till you have confirmed the date with us.
After you have confirmed that all details are correct and that you can accept delivery we will pass on all your details to our delivery team. We deliver between 9am – 10pm Monday to Sunday. Due to the nature of the delivery routes we can not provide you with an estimated delivery time however our drivers will call you 1-2 hours before they are due to arrive to your house.
If you are unsure about what delivery charges apply to you please get in touch with us before placing your order. Please note that our shipping amount at checkout is system generated and does not include all postcodes at the same rate i.e £85 delivery charge is up to London only and beyond this it varies.
If within 14 days you inform us that you have changed your mind and want to return the item it must be returned to us at your own cost in the condition that it was sent out in along with the correct packaging, so that we can sell it again. If an item is not returned to us in the original condition then we reserve the right not to issue a full refund. We will ask for photographic evidence to show that the item is in its original packaging before we accept the return. Once we have received the item we will inspect it and make sure that it is free from any defects before refunding you. We can arrange a collection from you if required however charges of £100 - £200 will be incurred depending on where we are collecting from.
Refunds will be made within 30 days of notification, via the same method that was whichever method was originally used for the transaction.
Depending on the item you order we can request a deposit between £20-£100. The reason for taking a deposit is to secure your order. All deposits are non-refundable as we have to order stock in depending on what you have requested. You can either make payment of your deposit over the phone or make a bank transfer into our account.
If a sofa is made-to-order and produced precisely to your requirements, no cancellation, refunds or exchanges can be made unless your instructions have not been carried out, or the item is found to be faulty.
A cancellation fee of £100 will be deducted off the refund due to customers mistake in order (wrong corner, wrong colour, not fit through entrance or room etc.) This will be in addition to deducting the delivery charge off the refund.
We work hard to keep our delivery promises, however delays can occur that are outside our control. We will not be liable for any late or missed delivery. The drivers will call you one hour prior to delivery. They will ring you as they complete the delivery prior to yours, to give you an estimated time of arrival. The drivers provide you with their mobile number so you can contact them. If you would like to track the whereabouts of the driver you can request the driver to send you an email request and you can live track the location of the driver via GPS.
We offer a two man delivery service to the ground floor only. Higher floors with adequate lift access are ok but there will be an additional charge between £20 – £80. Please ask a member of staff if this concerns you. Packaging is left with yourselves to dispose of and we do not remove old sofas.
Please ensure that you inspect the goods when unpacked, before you sign for them as we cannot accept any responsibility for damages found by you after you have signed for the item. Risk of damage to or loss of the products shall pass to you upon delivery.
Please note: we do not accept responsibility if the furniture ordered will not fit through doorways or becomes stuck in narrow areas within your property and we do not accept responsibility for any damages in this case. It is the customer’s responsibility to measure all spaces before placing an order. It is your responsibility to measure all door frames, hall way etc. In case a sofa does not fit, we can leave it outside for you to make arrangements or alternatively we can take your sofa back, however, we will charge you a fee of £150 and refund remaining balance.
For security reasons, a signature is required upon delivery of your order.
You must note any packaging or product damage clearly on the dispatch note (do not sign if unchecked) as we cannot accept liability for any damage reported to us at a later date. You must call us while the driver is still there if you wish to return the item. We will require photos (via email, text or post) showing the damage or fault before we can determine the best course of action. Damaged or faulty products will where ever possible be fixed by sending out a replacement.
All our products come with a 1 year manufacturer’s guarantee, unless otherwise stated. The guarantee starts from the date of delivery and covers the framework of the item. The guarantee DOES NOT cover wear and tear.
Payment methods include debit or credit cards, Visa, MasterCard, Electron or Maestro. Payments can be also be made electronically by bank transfer. Payments may also be made in cash.
