Frequently Asked Questions
If you’ve got questions, we’ve almost certainly got the answers here...
WHERE ARE YOUR FURNITURE DESIGNS MADE?
We believe in the beauty of British design and craftsmanship, which is why we are proud to nurture close partnerships with established British fabric artisans as well as to make all our furniture in workshops with over 45 years’ experience based in Wiltshire, Lancashire and Mid Glamorgan.
DO YOU HAVE A SHOWROOM?
Our showroom is now closed. In the light of COVID-19 and the current and future increasing retail pressures, we have decided to revert back to being an online only furniture retailer so we can continue to offer unparalleled quality and value for money, along with our free returns policy, so you can shop with us in total confidence.
CAN I USE A FABRIC I HAVE SOURCED ELSEWHERE FOR UPHOLSTERY ON MY ORDER?
If you would rather use your own fabric instead of choosing one from our collections, we are able to offer bespoke upholstery on any of our designs. Our expert craftsmen have collated the below checklist to use when picking your bespoke fabric:
1. Your fabric will need a fire-retardant certificate that can be sent to our workshop.
2. Your fabric will need to be back coated and not interlined. This means the fire retardancy treatment needs to be applied directly to the back of the fabric rather than in a second inner lining of material.
3. Your fabric will need to be checked by our craftsmen before you place your order. Normally this can be done by emailing a photo, but in rare cases we may need to ask you to send a sample of your fabric to the workshop. This will allow our craftsmen to see and feel the fabric to confirm they are confident it will look beautiful on your chosen design.
HOW ARE YOU ABLE TO OFFER BETTER VALUE THAN THE HIGH STREET AND OTHER ONLINE RETAILERS OFFERING A SIMILAR HIGH QUALITY?
We are passionate about our furniture and service, not about expensive shops and marketing campaigns. This allows us to keep our costs lower than most and continue to offer beautiful, high-quality furniture at affordable prices.
DO YOU HAVE A CATALOGUE?
We do not have a traditional catalogue. Instead we offer product information cards for each of our designs that you can download or order to receive in the post with your chosen fabric samples. We do recommend that the best way to get a complete understanding of our products is to look around our website which provides all the information you should need.
IS YOUR FURNITURE GUARANTEED?
We’re confident about the quality of our furniture, that’s why we offer a 25 year wood frame guarantee on all our items and a 10 year guarantee on all our sofa bed and bed mattresses.
In addition we offer Staingard Protection.This covers your item for 5 years against accidental spills, stains, marks and damage such as wine spillages, tea disasters, tears, pet scratches and much more. Read more about Staingard Protection here.
WHAT CUSHION FILLINGS DO YOU USE?
When choosing your sofa beds, sofas or armchairs to relax on it is important to select a seat which gives you the right sit. We understand that comfort is subjective, so we’ve handpicked three seat cushions of varying firmness and bounce for you to choose from. You can discover the difference between each of our seat cushions in our personalisation guide.
CAN I GET FREE FABRIC SAMPLES?
Please do – we recommend you do this so you can look at and feel the fabric before you order. We offer up to eight fabric samples for free. Explore our fabric collections and order a free sample pack of your favourites to try at home here.
CAN I BE CERTAIN THAT THE FABRIC ON MY FURNITURE DESIGN WILL BE AN EXACT COLOUR MATCH TO MY SAMPLE?
Batches can differ in shade and tone very slightly which means that if the sample comes from a different batch to what is used to make your furniture there might be a small variation. However, the variations are negligible. Of course, if you purchase more than one product with us on an order they will be made from the same batch.
CAN YOU DO BESPOKE SIZES?
Unfortunately we have to say no. Extending a dimension which sounds quite simple, such as the depth of a sofa, actually involves significant changes to the frame, cutting pattern and cushions.
WHAT MATTRESS COMES WITH YOUR SOFA BEDS?
We are proud to create handmade sofa bed mattresses which friends and family will actually look forward to sleeping on. We’ve designed three luxury mattresses for you to personalise your sofa bed with. Our 14cm deep open sprung mattress is included in the price and customers can choose to purchase a pocket sprung or memory foam mattress if preferred instead.
CAN I STORE YOUR SOFA BED MATTRESSES IN THE SOFA?
All our sofa bed mattresses fold away underneath the seats so there is no need to store separately.
HOW DO I OPEN YOUR SOFA BEDS?
Remove the back and seat cushions. Grip hold of the metal frame and pull it up until you are able to bring the frame towards you and it unfolds onto the floor.
WHAT MECHANISM DO YOUR SOFA BEDS USE?
We use the highest quality pull-out mechanism available. It has a solid wood slatted base and webbing to offer the best support possible. We don’t believe you should have to compromise on a good nights sleep because you are on a sofa bed.
WILL YOUR BED MATTRESSES FIT ON ANY BED OR DIVAN?
DO I NEED TO TRY BEFORE BUYING?
We don’t believe you do. We have designed and tried and tested thousands of products and hand-picked all our materials, from fabrics to cushion fillings, so you know with us, with any choice you make, that high quality comes as standard.
HOW CAN I PAY?
We accept all major credit and debit cards except American Express. You can also pay using our 0% finance Read more here.
HOW WILL I KNOW IF YOU HAVE SUCCESSFULY RECEIVED MY ORDER?
Once the order has been processed an order confirmation email will be sent to you.
HOW CAN I ORDER?
You can order online or by phone.
CAN I AMEND MY ORDER ONCE IT HAS BEEN PLACED?
Unfortunately, once your order has been placed any changes means that we will need to cancel your original order and replace the new order for you. Please note that this also means the delivery lead time will reset based on the new order date.
CAN I PURCHASE WITH FINANCE?
Yes, we offer 6 or 9 months 0% Interest Free Credit on all purchases of £1,800 and above. Read more here.
ARE MY BANK DETAILS SAFE WITH YOU?
Yes, our payment gateway is provided by Sage Pay, one of the biggest online payment providers. Sage Pay are regularly audited by an independent auditor to make sure they comply with the latest security standards. In addition we use high-level SSL encryption technology for online transactions ensuring the details you provide us are protected to the highest of standards.
HOW MUCH WILL DELIVERY COST ME?
Delivery is £70 per order to any UK Mainland postcode.
HOW SOON CAN YOU DELIVER?
We estimate delivery within 4-5 weeks for our handmade, personalised designs, within 2 weeks for our fast delivery designs and within 1-2 weeks for our clearance items, unless stated otherwise on our website at the time of your order. Please note that orders can only be delivered up/down a maximum of 2 flights of stairs. If your property or room of choice requires traversing more than 2 flights of stairs, then delivery will only be possible using a lift.
HOW CAN I AMEND MY DELIVERY DETAILS?
If you need to notify us of a change to your delivery details, please call us on 020 8939 3800. Please note the only restriction on this is for an order placed with Interest Free Credit, in this scenario for security purposes we cannot amend the delivery address and the order would have to be cancelled and replaced with the new details.
CAN YOU TAKE AWAY AND RECYCLE ANY OF MY OLD FURNITURE?
Yes we can take away your old furniture for recycling from £70 per piece. Please select this option when you checkout online or let us know over the phone when you order. As per our delivery service, recycled items can only be removed across a maximum of 2 flights of stairs. If your property or room of choice requires traversing more than 2 flights of stairs, then collecting your item for recycling will only be possible using a lift.
WILL ALL OF MY FURNITURE ARRIVE AT THE SAME TIME?
If you have ordered multiple products your delivery will be organised once we have all of your furniture ready to be delivered. If you need to organise an urgent delivery of one of your products, please call and we can look to organise an additional delivery for a small charge.
DO YOU DELIVER OUTSIDE OF THE UK?
We only provide our products to the UK Mainland however we can deliver to a port or shipping company of your choice. Give us a call and one of our experts can discuss how this works.
CAN I HAVE A WEEKEND DELIVERY?
We deliver from 7am-6pm Monday to Friday and are happy to work with you to accommodate deliveries before leaving for work and/ or around school runs. However, please do note that our delivery availability is dependant on the area that you live in and therefore it will not always to possible to accommodate an exact day of the week and time for delivery. In order to get your furniture to you as quickly as possible, please try to be as flexible as possible with the delivery team when booking this in.
CAN I CANCEL AN ORDER?
We can cancel your order if it has not yet been delivered so please call us. However, if your order has already been delivered, then you’ll need to follow our returns policy in the event of an unwanted product.
HOW LONG WILL IT TAKE TO GET A REFUND?
We'll refund your credit or debit card within a maximum of 14 days of the furniture being returned to us. You don't need to contact us to inform us that you have sent your product back for a refund. Once we've received your return we will automatically action your refund.
WHAT HAPPENS IF I DON’T LIKE MY FURNITURE WHEN IT ARRIVES?
Let us know within 14 days of receiving your product(s) and we will refund you in full. Please note that bespoke furniture can be returned however a restocking fee of 55% will be deducted from your refund. Please see our Terms & Conditions for full details.
HOW DO I EXCHANGE A PRODUCT?
You need to reorder the new product and follow our returns policy for your unsuitable design.
CAN I RETURN SALE AND DISCONTINUED DESIGNS?
Yes, of course. Let us know within 14 days of receiving your product(s) and we will refund you in full. Please note that bespoke furniture can be returned however a restocking fee of 55% will be deducted from your refund. Please see our Terms & Conditions for full details.
If you have any further questions then please do call us on 020 8939 3800.