Frequently Asked Questions
Got questions? We've got you covered — from delivery and sizing to returns and refunds, everything you need to know is right here
Common Queries Answered
Can't find what you're looking for? We're here to help.
Delivery FAQs
When will I receive my order?
Your sofa will be with you within 7–10 working days.
Will I be contacted before delivery?
Absolutely. We'll give you a call around 2 days before your delivery to sort out a convenient time.
What time do you deliver?
Our delivery teams are usually out on the road from 6:00 AM, with most deliveries completed by 2:00–4:00 PM.
Do you deliver across the UK?
Yes — we deliver nationwide across the UK.
Are there any postcodes that cost extra to deliver to?
There can be. Some UK postcodes carry an additional delivery charge, usually somewhere between £25 and £75. You'll see this clearly flagged at checkout before you pay.
What does standard delivery include?
Standard delivery covers ground floor delivery and placement in the room of your choice — as long as access allows.
Do you deliver to upper floors?
Upper-floor delivery may be possible, though an additional charge payable to the courier may apply.
Do you remove old furniture?
Unfortunately, we don't offer old furniture removal as part of our service.
What happens if I miss my delivery?
A re-delivery charge of up to £150 may apply if we're unable to complete the delivery on the agreed day.
Sofa Sizing & Access FAQs
How do I know if my sofa will fit through the door?
Take measurements of your sofa's width, height and depth, then walk your delivery route and check every access point along the way.
What access points should I check before ordering?
Work through the full route — front door, hallways, staircases, landings, lifts and any internal doors.
Should I measure the narrowest point?
Yes, always. It's the tightest spot on the route that matters most.
Do I need to check the turning space?
Definitely, as corners and landings can make or break a delivery.
What if my sofa doesn't fit on delivery day?
If access prevents delivery, re-delivery or return charges may apply.
Can the delivery team bring the sofa into my room?
Yes, where access allows. Room placement is included as standard.
Can I check this before ordering?
We'd always recommend measuring carefully beforehand.
Can sofas be taken apart for delivery?
Some sofas come in sections or modular parts, but this varies by design.
Will the packaging affect whether the sofa fits?
Yes — always allow extra space for packaging during delivery.
Product Material & Fabric FAQs
What materials are your sofas made from?
It varies by design — full material details are listed on each individual product page.
Do you offer leather sofas?
Yes. A number of our ranges are available in genuine leather.
Are colours exactly the same as shown online?
Shades can look slightly different depending on your screen settings and the lighting in your home.
What is a pre-order sofa?
A pre-order lets you reserve an out-of-stock item.
Which fabric is best for everyday use?
For busy households, you'll want something durable and easy to clean.
Are your sofas pet-friendly?
Some materials hold up much better to claws and hair than others.
Where can I find material specifications?
Everything you need is on the individual product page.
Do you offer stain-resistant fabrics?
Some ranges include easy-care or stain-resistant materials — check product details.
Which fabric is easiest to clean?
Synthetic and treated fabrics are usually the easiest to maintain.
Comfort & Support FAQs
Are your sofas firm or soft?
It really depends on the model. The product description will guide you.
Will my sofa feel different when it first arrives?
It might. New cushions often feel firmer at first and soften with use.
Do cushions need regular plumping?
Yes — this helps maintain shape and comfort.
Do sofas lose shape over time?
With proper care, they hold their shape well for years.
Can I test comfort before buying?
If possible, visiting a showroom is the best option.
What type of cushion filling do you use?
This varies by sofa — check the product description for details.
Are seat cushions removable?
Some are, depending on the design.
Packaging FAQs
Will my sofa arrive packaged?
Yes — all sofas are delivered in protective packaging.
Should I allow space for packaging?
Yes — packaging adds extra bulk during delivery.
Do you remove packaging?
Packaging removal may be available with installation service.
Should I keep the packaging?
Yes, until you're certain you're keeping the sofa.
Can I return an item without the original packaging?
No — original packaging is required.
How large is the packaging compared to the sofa?
It can add a few extra inches on each side.
Will packaging fit through my door?
You should measure both the sofa and access points to be sure.
Sofa Care & Cleaning FAQs
How do I care for my sofa?
Vacuum regularly and clean spills quickly.
Can I use household cleaning products?
Only if suitable for your sofa’s material.
How do I maintain cushion shape?
Plump and rotate cushions regularly.
Can sunlight damage my sofa?
Yes — prolonged exposure can cause fading.
Where can I find care instructions?
They are included with your sofa.
How often should I clean my sofa?
Light cleaning weekly, deeper cleaning as needed.
Can I use a steam cleaner?
Only if recommended for your sofa’s material.
Orders, Pre-Orders & Bespoke FAQs
What is a pre-order sofa?
A pre-order lets you reserve an out-of-stock item.
How long do pre-orders take?
Estimated dates are shown at checkout but may change.
Do you sell items from other brands?
Yes, from selected UK partners
Do supplier items have different delivery times?
Yes, depending on the supplier.
Can I cancel my order?
Yes, if it hasn’t been dispatched.
Do you offer custom or bespoke sofas?
Only where specified before ordering.
Can bespoke items be cancelled?
No — bespoke orders cannot usually be cancelled.
Returns & Refunds
Can I return my sofa?
Yes — within 14 days if unused and in original packaging.
What items cannot be returned?
Used, damaged or unpackaged items.
Should I measure the narrowest point?
Yes, always. It's the tightest spot on the route that matters most.
How much does a return cost?
Typically between £100 and £150.
Can I arrange my own courier?
Yes, if returned safely.
When will I receive my refund?
After inspection and approval.
How long do refunds take?
Usually within 7 working days after processing.
Are delivery fees refundable?
Usually not.
Warranty FAQs
Do sofas come with a warranty?
Warranty varies by product.
What does the warranty cover?
Manufacturing faults only.
What is not covered?
Wear and tear, misuse or accidental damage.
How do I claim warranty?
Contact support with photos and order details.
Do I need proof of purchase?
Yes.
How long is the warranty?
This depends on the product — check the product page.
Contact & Order Support FAQs
How can I contact Sofa Direct?
By phone or email.
What details should I provide?
Name, order number, postcode and product.
Can I change my order after placing it?
Yes, if not dispatched.
Can I update my delivery details?
Yes — contact us quickly.
Who do I contact about delivery issues?
Our support team.
Can I get help before ordering?
Yes — we’re happy to help you choose.
Still got questions?
Our Sofa Direct team is always on hand to help — just get in touch and we'll do our best to sort you out.