Will I receive an order confirmation?
Yes, every customer gets a confirmation. If you order in-store, you receive a receipt with details about care programs and terms. For online orders, confirmation emails include similar information. An invoice is also sent by email within 48 hours. Be sure to check the invoice for any mistakes within two days.
Can I make changes to my order?
You can make changes only within 48 hours of placing your order. After that, production starts, and changes or cancellations may incur charges. Adjustments may also delay delivery or change the quoted price. To make any changes, contact the sales team directly by phone or email.
How long does it take to get my order?
Delivery times depend on the manufacturer’s lead times for your chosen sofa. When you purchase, we will share the estimated lead time. A delivery company confirms the date one week before delivery. Sales staff always keep customers informed about expected timelines.
Can I fast track my order?
Unfortunately, there is no fast track option for custom sofas. Each piece is made to order and requires specific lead times. However, we do our best to ensure timely delivery. Orders are fulfilled as quickly as possible within set timeframes.
What happens if my order is late?
An estimated delivery timeframe is provided at the time of ordering. If there are delays, we will contact customers right away with updates. While some delays are beyond our control, we prioritize communication. Customers can also reach out to their sales person for information or updates.
When are deliveries made?
Standard deliveries occur Monday to Friday. Bank holidays are not included in this service. Delivery staff will reach out to coordinate suitable times. Customers will be informed before delivery takes place.
Can I cancel my order before delivery?
Yes, cancellations depend on whether the item is custom-made or in stock. You can cancel made-to-order items within two days only. After that, a 10% charge applies due to production costs. Clearance or inventory items can be canceled anytime before delivery for a full refund.
How do I return my order?
Returns must be arranged within 14 days of receiving your goods. Items should include original tags and packaging where possible. Customers need to return items to the Ash Vale address provided. Once inspected and found to be in “as new” condition, refunds are processed within 14 days.
How long will it take to get my refund?
Refunds are issued within 14 days of inspecting returned items. Goods must arrive in “as new” condition to qualify. Once checked, the full amount is refunded to your original payment method. This ensures a quick and secure process.
What extra protection can I add to my order?
Customers can add a five-year extended warranty at checkout. This covers spills, stains, and other unexpected accidents. Warranty details are included with important documents at the time of purchase. It provides peace of mind for long-term sofa care and protection.