Terms & Conditions

On receipt of your order we will email you to confirm all your order details within 24 hours of ordering. All deliveries are made by our specialist furniture two man delivery partner. Once all your details are confirmed and your order is ready to ship our delivery partner will contact you with a delivery date. 

Where do we deliver to? 

We currently cover mainland England & Wales with our home delivery service. Unfortunately we do not currently deliver to Scotland or NI. 

Am I eligible for finance?

Applying for an instalment plan is similar to applying for a new credit card. The details you provide are checked against public registers, such as credit-rating agencies. To increase the chances of acceptance, ideally, you will have a good credit history. But our finance partner will review all cases on an individual basis. We do accept applicants from all backgrounds. Even if you have low or no credit history. 

What's your returns policy?

We have varying time frames with our handful of specially selected suppliers in which we can make changes to your order with them (Usually within 48 hours from your order been placed). If there is any issue with your order our advice is to call us as soon as you can and we will do our best to help. If you placed your order online or over the telephone please email our dedicated team at sales@sofa-emporium.com

We will only accept returns of stocked products which are brand new still in original packaging, the buyer pays all delivery costs, buyer must return item by their own means. Items must be returned within 14 days of delivery, items returned outside of this time will not be considered for refund. Customer needs to ensure that items are checked on delivery before signing for them. We regret that we cannot be held liable for damaged items which have been signed as checked by the customer. Many of our sofas are hand made to order. Made to order and bespoke products are not eligible to be returned. This does not affect your statutory rights. All returns and cancelled orders are subject to a restocking fee of 20% minimum (This may be higher for specialist products)

If you need to return an item within 14 days of order please submit a returns request by email to our customer care team at sales@sofa-emporium.com

Dimensions

However we may try to be as accurate as possible. All dimensions are approximate. Each sofa is handmade to order and sometimes a small size discrepancy may happen. Please allow a +/- 3cm tolerance.

Scatter Cushion Patterns

The patterns used on scatter cushions may change due to fabric availability. Where pictured cushions are not available an alternative will be provided of equal value and similar style.  

Digital Photography

We try to ensure our product imagery used online is as accurate as possible. 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)

What happens if my new sofa doesn't fit?

Although we understand the difficulties in checking access routes, door sizes and corridors for delivery of oddly shaped sofas and furniture, it is always the customers final responsibility to ensure that your new furniture will fit into your home.  All of the dimensions will have been presented to the customer in the particular product listing. If our delivery team believe that your order cannot be delivered without causing potential damage to the product or your property then they reserve the right to refuse delivery. 

In the event that an item doesn't fit in the desired area. The furniture will be left at the customers premises in a safe place until they can find alternative arrangements to ensure the goods are safely placed into their property. 

What happens should I need to cancel my order?

We understand that unexpected issues can arise after committing to a large purchase like a new sofa which may mean you are unable to complete your purchase. We can cancel any order within 48 hours of it being placed with no issues. However, every sofa is made to order, to your requirements, just for you! Should you need to cancel outside of the 48 hour period we are unable to refund any deposits. If you have paid in full your order will be subject to a 20% re-stocking fee. 

Guarantee

All our fabric and leather style sofas come with a 12-month frame and spring guarantee. General maintenance of all upholstered products is your responsibility from day of delivery. If you have opted to take advantage of our care plan, policy documents will be emailed to you directly by us approximately 7-10 days after delivery. 

Lead Times

All lead times quoted within the product descriptions are approximate. We will always strive to deliver your new furniture within the times quoted. These times may be increased at busy periods (the run up to Christmas for example) Also external factors that are out of our control may affect lead times for example fabric availability etc. 

Removing Old Furniture

Unfortunately we are unable to remove your old furniture. However some charities may collect your unwanted furniture for free. We do not advise that you remove your old furniture until you have received a confirmed delivery date and time slot directly from our delivery team (usually 48/72 hours minimum prior to a delivery) Should you choose to remove your old furniture prior to this point, you do so at your own risk. 

If you have any queries you can contact one of our friendly team by emailing sales@sofa-emporium.com