FAQ

Find answers to our most frequently asked questions.

Do you have a showroom?

Yes, we have a number of showrooms nationwide. To find the showroom nearest to you, please visit our showroom page.

What do I do if I don’t want to place my order online?

If you would like talk to a person, rather than placing your order online, then you can call us on 0800 668 1434 any time between 9am - 8pm Monday to Friday, 9am – 6pm Saturday or 11am – 5pm Sundays. Alternatively, come and visit us at our one of our SofaStore.com showrooms where our knowledgable staff are on hand to help you with any questions you may have.

How can I pay for my purchases?

We accept most forms of payment and the easiest method is to order online using our fully automated credit card processing system. We understand that some people are not comfortable entering their credit/debit card details on the the internet, so if you would prefer we can process your credit card payment over the phone. Just call call 0800 668 1434 with the product details making sure you have your card details to hand.

We have a number of interest free finance options possible, please call the number above to arrange this.

For orders over £1,500 we will also accept cheques.

How secure are my credit/debit card details?

To ensure our customer data is protected, we encrypt all credit card numbers using 256-bit encryption when the order is placed. Payment is then collected through our secure online credit card system. There have been no documented cases of credit card fraud using our shopping system over the Internet.

I cannot find the specific product I am looking for on your website

If you cannot find a specific product on our website there is a good chance that the product is unavailable to buy at that time. Please get in touch through our Contact Us page with any feedback or suggestions; these are always welcome.

I have found the product I want to buy cheaper somewhere else

We ensure that our prices are incredibly competitive as we cut out the middleman when it comes to delivery. However, if you have found an identical product elsewhere, please let us know via our Contact Us page, as we will always beat any competitor's price.

How long will I have to wait for my order to be delivered?

Each product on our website is advertised with an estimated delivery date. Once the order has been dispatched you will receive a call from the carriers to arrange delivery.

When you place an order, you will receive an order confirmation email with an estimated delivery date*. This date is dictated by the item on the order with the longest lead time. If there are any further unforeseen delays, a member of our team will contact you as soon as possible to rearrange delivery.

* Unless you have paid for our Custom Delivery, where the date is confirmed.

How much will delivery cost me?

We do not charge you for delivery of your order. Yes, that's right FREE delivery!

Can you deliver outside Mainland UK?

At the moment we are unable to deliver outside Mainland UK & Northern Ireland therefore deliveries to Channel Islands, Isle of Man, Scottish Islands, Isle of Wight are not possible at this time.

Please note, if you live in any of the following post code areas, your order may be delivered using a one man palletised distribution service:

KW11, KW13-14, IV27

Are my goods guaranteed?

All of the products sold on SofaStore.com come with a full one year warranty, which means that the product is guaranteed forr the first year of ownership.

Can I return goods if I am not satisfied?

As all of our sofas, armchairs and footstools are made to order, we are unable to accept returns unless there is a fault. Please refer to our Refund Policy for full details.

How do refunds work?

When we issue a refund, it will be processed in the same way that your order was created. Therefore, if you paid by credit card we will refund the same credit card with the relevant value.

What information do you need to process a replacement, collection or refund?

For enquiries related to a return or refund, please use our Contact Us page. Filling in the contact us form will ensure we receive all the necessary information to resolve the matter as quickly and efficiently as possible.

How can I contact you?

If you have any questions about an existing order, including delivery and after sales, please send us a message via our Contact Us page.

Alternatively you can call our Customer Service Team, Monday to Friday between 9am and 6pm, on 0800 668 1434.

If I have a complaint, what should I do?

We hope that you will never need this, but if you are unhappy with any aspect of our service, please contact us as soon as you can through our Contact Us page and a member of our Customer Service Team will be in touch.

In the unlikely event that you need to escalate your complaint further, you can also contact our Executive Director of Retail Operations, Paul Burgham.

A copy of our full complaints process can be found here.