FAQs
FAQs
Here you can find our most asked questions.
Frequently asked questions
We do not know everything but we try our best, for simple answers try us at @ 024 7658 1053
Please be aware our FAQs apply to our website and we cannot guarantee they apply to our other areas.
Ordering furniture
Q. How secure is shopping on this website?
Your details are safe with us, We take your security seriously, that’s why we invest in our website security. We take all precautions to make sure your details and personal information are safe.
Q. Can I make changes to my order?
Everyone is guilty of this once in a while, If you want to make any changes to your order please notify us via email or you can call us on our contact number 02476705600 for further help. Please note changing details can delay delivery dates and could alter prices depending on the situation.
Q. What is the availability of a specific item?
We try our best to keep a good stock availability for our customers, we show customers what’s available to purchase, if you cannot see an option to buy a certain combination/size it is because it is most likely out of stock. Sofa Direct cannot be held responsible for delays beyond our control such as suppliers, we always try to keep our stock levels as accurate as possible.
Q. Where is my order?
If you would like to check the status of your order, please email sales@sofa-direct.co.uk, call us for free on 0800 804 8879 for further assistance.
Q. Do you price match?
If the product is like for like and from a genuine retailer we try our best to match, please contact us on 02476705600 or email at sales@sofa-direct.co.uk
Q. What if my order is late?
Please do not worry, we always try to contact our customers if we encounter a problem, some delays are beyond our control, if you experience any issues please contact us.
Q. What if my item is not available due to limited stock availability?
It is extremely rare for this to occur and if it does happen will we try our best to remedy the situation either by supplying an alternative product or offering a refund.
Q. Do you offer a trial period on your products?
Unfortunately, we do not offer any trial periods on our products unless stated
Delivery questions
Q. What is your standard delivery service?
Sofas - Our standard delivery service is a two-man delivery service into the ground floor, all of our products come in protective wrapping, which varies per product.
Beds – We use an experienced courier service who aim to deliver your goods within 2 working days, we will provide a tracking number which give you details including a 2 hour time slot.
Dining - Our standard delivery service is a two-man delivery service into the ground floor, all of our products come in protective wrapping, which varies per product.
Rugs – We use an experienced courier service who aim to deliver your goods within 2 working days, we will provide a tracking number which give you details including a 2 hour time slot.
Q. Does the furniture need assembling?
The majority of the time it will need some basic assembling, it varies per product some will be a simple job of screwing some legs into a sofa by hand, some will require a complete flat pack build.
Q. What is the premier delivery service?
The premier delivery service is a complete white-glove approach, we place the goods on the ground floor where you like and remove all packaging and assemble the products completely and dispose of packaging associated with your new order. This service is only £20 on the day in cash to the couriers on the day.
Please note this is only available on our sofas.
Q. How long is delivery?
We try and deliver all our orders within 7-10 working days but this can take longer depending on your area.
Q. How will I know when my delivery is?
We book in all of your deliveries via a phone call to our customers to provide a time slot and a date for yourself, we make all of routes two days prior to the actually delivery date.
Q. Are they surcharges for upper floor deliveries?
Yes in short, please see below for charges
Floor | With Lift | No Lift |
First Floor | £20 | £20 |
Second Floor | £20 | £30 |
Third Floor | £20 | £40 |
Fourth Floor | £20 | £50 |
Q. What if my furniture does not fit into the property?
The dreaded situation where the product will not fit in the property or the home’s doorways. We try and make every effort to package the products in a way to reduce bulk for accessibility. Please make every effort to measure and check all spaces where the product will need access, we cannot be held responsible for the goods not having access to the ground floor.
Q. Can I collect my order?
Yes, We have our warehouse located in Coventry, but you will need to notify us of this request and provide ID with matching details of the customer’s order details.
Q. Do you deliver overseas?
We do not deliver overseas at this current moment. We often get requests for this service but we recommend using a shipping company to handle your goods outside of the UK, we are more than happy to deliver to a shipping company.
Our warranties or guarantees do not cover goods outside of the UK.
Q. Where do you deliver to?
We deliver to England, Wales free of charge, this takes approx. 7-10 working days but may take longer for more remote areas such as Penzance. We can also deliver to Scotland but this may take longer and has a surcharge for delivery, depending on the location the cost can vary but will not exceed £150.
Isle of man, Isle of Wight, Channel Islands or Northen Ireland
We reserve the right to cancel orders.
Please remember the more remote location may lead to early morning deliveries ( approx. 5am ) or longer lead times.
Q. What do you charge for delivery?
All of our deliveries are free to England & Wales. ( Scotland can vary but will not exceed £150 )
Payment
Q. What are the payment options online?
We are proud to offer cash on delivery as an option for the majority of our goods we also offer a finance option provided by Snap Finance.
Customer Care
Q. What happens if my furniture is damaged on delivery?
Our delivery courier treats every piece of furniture as if it was their own sofa, chair, bed or furniture. In the unlikely event if you notice the goods have been damaged please notify us with an explanation and a photograph(s) showing the issue, this should be sent to us via email to sales@sofa-direct.co.uk. We then evaluate the issue and provide a solution to remedy the situation.
- If the goods are useable, despite the issue, we are ok with you using the product.
- We can either provide a repair service, replacement or refund to fix the issue. ( we serve the right to provide a repair/replacement service first )
Q. What if I discover a fault with my furniture after delivery?
If you have ordered from our website and your goods/products develop a fault. Your options may vary depending on the nature of the issue and time you've had the item.
Please contact us to discuss your options.
Q. What do I do if I have a complaint?
You can always phone us or email us at the following:
Alternatively, you can write to us at the following address:
Unit 4 Durbar Industrial Estate
Durbar Ave
Coventry
CV6 5LU
Your statutory rights are not affected.