FAQ's
I’m wanting to place and order via website, but have a few questions about the item.
We recommend if you have any questions, or initial queries about our products, that it is best to call 01777 854440 between the hours of 9am to 5pm on Monday to Fridays. We cannot guarantee our sales team will be available at weekends.
If you prefer you can email us as sales@sofa-emporium.com
We will endeavour to answer your query as soon as possible however please allow 48hr for a response.
I’ve placed an order, now what happens?
On receipt of your order, we will email you to confirm all your order details within 24 hours of ordering, please check through your order as an mistakes or issues cannot be rectified 48 hours after ordering.
I still have a balance remaining after my order, what do I need to do?
All items will remain the property of Sofa Emporium Limited until they have been paid for in full. All orders must be paid for within 28 days of arrival into our warehouse at which point your order will be stored free of charge for 30 days. If for any reason the goods cannot be paid for within the time frame stated then your goods will be sold and re-ordered for you when you are ready. ( Please re-allow selected delivery time schedule). Your deposit is not refundable in this case!
Who delivers my new furniture?
Depending on your postcode area, deliveries are either made by our own in house professional two-man delivery team or by one of our 3rd party delivery carriers.
How will I be notified about delivery?
Once the items are at our warehouse you will get a notification to say it has arrived. If the full balance has been paid within 7 – 10 working days you will get a 2nd notification with a date and time slot, there you can either confirm or reject that slot. If rejected, we will be back in contact to arrange a new date and time. If order is being delivered by a 3 party delivery team, you will be contacted by them directly once they have your items at their distribution centre.
What if I need to cancel/change my delivery slot?
You would need to notify Sofa Emporium via our Customer Services team by emailing sales@sofa-emporium.com or you can call us on 01777 854440 at least 24 hours before delivery. If you cancel on the day of delivery or are simply not present on day of delivery you will be charged an additional delivery fee.
My order has been delayed and I don’t have anything to sit on!
Unfortunately, sometimes unforeseen events can occur which can lead to your items being delayed. We STRONGLY advise that you do not get rid of your old sofa until we have made contact to arrange your delivery, and if you do so then that is at your own risk. If however we arrange delivery and something goes wrong then we can arrange a loan sofa until we resolve your issue. Any damages to the loan sofa will be chargeable.
My new furniture won’t fit through my door!
Size and access is and always will be the customer responsibility, you will have been sent links with terms and conditions on that both state you need to check your access before delivery and shows you how to properly do this. If the furniture will not go in, our delivery team will contact our Customer Services team whilst they are there, to go through the available options you can take. You have the option to leave the sofa in situ and arrange someone to help get the items into your property yourself (usually via window or removal of doorframes). Alternatively we can bring the sofa back to our warehouse and you can re select minus 20% re stocking fee or if a full cancellation is made then the 20% re stocking fee will also be charged.
We can bring the furniture back to our warehouse and re deliver at a more convenient time when suitable work or access has been provided, this will be subject to a re delivery charge.
My new furniture wont fit through my main door but will fit through a different access point.
This will be dealt with on a case by case basis. Our delivery crew will not perform any deliveries that risk their health and safety or property/goods damage. We recommend reading the size and access instructions and removing all potential hazards from and beyond the entry points. If the delivery crew feel their safety is at risk, they have the right to reject the delivery and can then either leave the items for you to bring in or re-deliver it at a later date but a re-delivery fee will be payable by the customer.
What is our cancellation policy?
If you cancel your order within 48 working hours, you will be refunded the full amount of the order. However, if you cancel after 48 hours you will be charged 20% of your order total (minus delivery and any care plan purchases). This is simply because our manufacturer will purchase your cloth specifically for your purchase.
I’ve made an order and now wish to cancel after a delivery!
As the items you purchased are custom made to order and have been delivered to you, there would be a restocking fee of 20% of your order.
The delivery fee is non refundable and a collection fee will be charged. This fee is depending on your location.
If your item was purchased in store, cancelling your order can only take place at point of delivery eg. Won’t fit into your property. The items will then be taken back to our warehouse. We do not accept cancellations after you have signed for delivery unless in the very unlikely event the quality is sub standard (this will be determined by a 3rd party evaluation company).
If it is a website or phone order and you have not physically seen the items before delivery, you have 14 days to reasonably cancel, restocking and collection charges will be applied. Any questions regarding cancellations please contact our Customer Services team at sales@sofa-emporium.com *Subject to terms and conditions .
I have changed address before delivery, who do I need to tell?
If you have moved address before delivery, ideally at point of sale the showroom staff should have been notified as this may invalidate any credit agreement and may result in the cancellation of your order and charges taken from your balance. In any circumstance, it is best to contact our Customer Services team at sales@sofa-emporium.com who can update your records and inform the delivery crew of this new address.
Will you take my old sofa away?
Sofa Emporium will not be able to remove any of your old items upon delivery, however if you call your local council they most likely will dispose of your old furniture.
If the council will not do it we highly recommend asking for help on social media as people are always wanting to collect furniture for the more needy.
I’ve had a personal issue and cannot pay the full amount of my order, what can I do?
Whilst we do feel for our customers who experience personal problems before delivery, we are an extremely small family run business who work on tight margins. We will of course help in any way we can and depending on the circumstances and the amount owed, we can hold onto the furniture for a period of up to 2 months free of charge. This would need to be discussed with our Customer Services team by emailing sales@sofa-emporium.com and is dealt with on a case by case basis.
My new sofa is making a sound (noises, creaks etc), is this a fault?
Hearing slight creaks and noises on new furniture is nothing to be worried about. As the furniture is brand new, and has a frame built from hard wood, may have metal springs, and other moving parts, and has parts rubbing against each other, it is completely normal for it to make slight sounds during its first few weeks during the normal settlement period. Over a period of time, this should reduce. However, if you are worried about this, especially after a few weeks, please contact our Customer Services team by emailing sales@sofa-emporium.com
My seat cushions don’t seem as plump as they did before, is there anything I can do for this?
Yes there is, with usage the seat cushion interiors can start to compress and this will cause the seats to flatten. This is normal and to be expected, the best way to improve this is to make sure the seats are rotated, if possible and that you use your sofa evenly. If your seat cushions can be removed, try regularly plumping them and rotating (please see guides for this above). For seat cushions that are fixed you would need to apply firm pressure to the sides and front, this will encourage the fillings back into place and plump your seat cushions back up. The same will apply to formal back cushions and pillow back cushions.
There are marks/scars on my leather sofa!
Don’t worry, this is a perfectly natural characteristic of real natural leather. Natural leather will sometimes show marks and scars, as this is an authentic hide from an animal. Like with any scarring, the skin will have healed, and the scar tissue will be more dense and stronger than before, so there is no worry that these marks are weakness in the material. As no 2 leather hides are the same, this distinct quality will add a more natural and individual presence to your furniture and will show its quality and authenticity.
My new sofa looks great! But I think it looks slightly different from the showroom/website model I’ve seen?
Whilst we make every effort to ensure there is a consistency of colour and material, slight variations can occur. Due to the nature of digital photography some colours may appear slightly different online (this can also depend on the device in which you using to browse our website)
All dimensions are approximate and are given to us by the manufacturer. Each sofa / sofa bed / chair / footstool is handmade and so a small discrepancy may happen (please allow a tolerance of +/- 4cm).
The same applies to colour, e.g. Due to the nature and process of dying leather, there may be slight variants of shade, but these will not be drastic.
I have an issue with my item, what should I do?
We will always work with you to get the best possible outcome. As there are many variables to consider eg, whether in warranty, type of issue, age of product, issue that’s occurred etc. The best thing to do is to take any photographic and/or video evidence as soon as possible and contact our Customer Services team, who will log all the information and advise on what can be done. You can do this by emailing sales@sofa-emporium.com
I have accidentally damaged my items and have Staingard, what should I do?
Any Staingard claims need to be raised directly with Staingard, either via https://myfurnitureinsurance.co.uk/# or 01384 473017.