Frequently Asked Questions
If you’ve got questions, we’ve almost certainly got the answers here...
Our Lovely Products
- Where are your products made?
All our products are handmade in the UK (Wiltshire to be precise) by a family-run business with over 35 years experience making high-quality furniture. They’re all made to order meaning none of our items are sat around for weeks on end gathering dust.
- Are your sofas, sofa beds and armchairs guaranteed?
We’re super confident about the quality of our furniture, that’s why we offer a 10 year wood frame guarantee on all our sofas, sofa beds and armchairs.
- Can I be certain that my sofa bed, sofa, or armchair will be an exact colour match to my sample?
In short, not always. Fabrics can be an inexact business. Batches can differ in shade and tone ever so slightly which means that if the sample comes from a different batch to what is used to make your item there might be a very slight variation. However, to be honest, the variations are negligible. What we do promise is if you order more than one item with us at the same time they will be made from the same batch and thus will be a perfect match.
- What cushion fillings do you use?
We fill our cushions to make them so comfy you could sit on them for days on end without getting a sore behind. All our back cushions are filled with fibre and our seat cushions come with three options. The first is reflex foam wrapped in stockinette. They provide a very supportive and relatively firm sit and they also keep their shape extremely well and require very little maintenance (a plump and turn every 2-3 months). The second option available is siliconized hollow fibre within individual sewn channels within the cushion. The channels are like in a duvet, they stop the fibre all going into one place and the fibre is silicone treated to stop it from gathering and to keep it supple. If you like a slightly softer sit and a more relaxed look then this option is for you. However, they will need a little more love. We recommend a quick plump-up after use and a real shake down once a month. The third option available is a high quality reflex foam wrapped in Grade A Duck Feathers sewn into individual channels within the cushion to stop the feathers all going into one place. These are really snug on your bum but like our siliconized hollow fibre cushions require a quick plump after use to keep their shape and comfort. Please note: seat heights will vary very slightly depending on your seat choice.
- Can you do bespoke sizes of the sofa beds, sofas or armchairs?
Whilst we will of course try our best to accommodate such requests please understand that very often we have to say no. Extending a dimension which sounds quite simple, such as the depth of a sofa, actually involves some rather hefty changes in frames, cutting patterns and cushions – it can become excessively expensive. Any bespoke changes will add to the cost and delivery time – please call us to chat it over.
- What mattress comes with your sofa beds?
All our sofa beds come with a beautiful, handmade 14cm deep sprung mattress as standard and we also provide the option to have a pocket sprung or memory foam mattress instead.
- What mechanism do your sofa beds use?
We use a fantastic pull-out mechanism – light and easy to use, yet ridiculously hardy with a solid wood-slatted base and high-quality webbing, to offer the best support possible. We don’t believe you should have to compromise on a good nights sleep because you’re on a sofa bed. That’s why you won’t find us using any of those flimsy trampoline type mechanisms you often see.
- Will your mattresses fit on any bedstead or divan?
Yes, as long as the bedstead or divan follows the standard UK sizes of single, double, king size and super king (which they will do unless stated otherwise which is rare) then our mattresses will fit perfectly with any of them.
- How are you able to offer better value than the high street and other online retailers offering a similar high quality?
Here at Willow & Hall we’re passionate about our products and service, not about expensive shops, vast warehouses to hold stock and gimmicky marketing campaigns. This means we’re able to offer you beautiful, high-quality products at affordable prices.
- Do I need to try out some sofa beds, sofas, chairs and mattresses in a shop before buying?
In a nutshell, no, we don’t believe you do. We’ve tried and tested 100s of products and hand-picked all our materials, from fabrics to cushion fillings, so we can give you the best possible quality and value. This, combined with the fact that we give you all the information you need so you can pick the right product for you, means you don’t need to spend evenings and weekends in high-street shops listening to sales guys on commission pushing products that suit them. What’s more, if for whatever reason you don’t love your product, just contact us within two weeks and we’ll collect it completely free of charge and give you a full refund.
- Do you have a catalogue?
No, we don’t, but we do offer product info cards for each of our lovely designs that you can order to receive in the post with your chosen fabric samples as part of our cosy pack. The product info cards can also be downloaded directly from our website from the ‘Product Info Card’ link in the top menu. We do recommend that the best way to get a complete understanding of us and our products is to have a look around our website which shows all our products and the relevant information. However, if you’d still prefer product info cards then please either call us on 020 8939 3800 or order online via the "Free Samples" page.
- Can I get free fabric samples?
Please do – we recommend you do this so you can look and touch the fabric before you order. We offer up to eight fabric samples for free. Just click here to order and we’ll put them in your cosy pack and pop it in the post for you right away.
- How can I order?
You can order online (just add the items to your basket and proceed to the secure checkout page when you’re happy with your selection). Alternatively, you can give us a call on 020 8939 3800 or send an email to email@example.com with your order and contact details.
- How can I pay?
We accept all major credit and debit cards except American Express.
- Are my bank details safe with you?
Yes, very safe. Our payment gateway is provided by Sage Pay and is extremely secure. In addition we use high-level SSL encryption technology – the most advanced security software currently available for online transactions ensuring the details you provide us are protected to the highest of standards. You can tell that our page is secure as 'https' will replace the 'http' at the front of your browser address window as soon as you begin to checkout securely.
Delivery & Service
- How much will delivery cost me?
We offer standard delivery for free on all our lovely products anywhere in the UK Mainland except for certain parts of Scotland as these deliveries are quite far flung and often a wee bit tricky.
The standard delivery is a two man delivery to any room of choice where the item is unpacked, assembled (if required) and the packaging disposed of for you.
- How soon can you deliver?
We normally estimate delivery in around 4-5 weeks for all Products. Please note however that all projected delivery times are, as stated, estimates only and timelines can extend slightly for more remote delivery locations.
- Can you take away and recycle any of my old furniture?
Yes we can take away your old items for recycling (£40 per piece). Just select this option when you checkout or let us know over the phone when you order.
- Do you deliver outside of the UK?
I’m afraid at the moment we only provide our products to the UK Mainland however we are more than happy to deliver to a port or shipping company of your choice. Give us a bell and we'll talk you through how this works.
- Can I have a weekend delivery?
We deliver from 7am-6pm Monday to Friday. We do also deliver at the weekend to certain areas. If a weekend delivery slot is available for your area, you will be given this as an option when you book in your delivery.
- How can I amend my delivery details?
If you wish to amend your delivery details then that shouldn’t be a problem so long as the order has not already been despatched. Please call us on 020 8939 3800.
Returns & Refunds
- What happens if I don’t like my item when it arrives?
Just let us know within 14 days of receiving your item and we’ll collect it and give you all your money back (excluding certain parts of Scotland delivery costs).
Please note that ex-showroom clearance items and bespoke items can be returned however a restocking fee of 55% will be deducted from your refund as well as any delivery costs (certain parts of Scotland delivery costs). Please see our Terms & Conditions for full details.
- How long will it take to get a refund?
We'll credit your debit or credit card within a maximum of 14 days (but usually 2-3 days) of the items being returned to us. You don't need to contact us to inform us that you have sent an item back for a refund. Once we've received the items, we will automatically action your refund.
- How do I exchange an item I have bought online?
You need to reorder the new item online or over the phone and follow our returns procedure outlined above for your unsuitable item.
- Can I return sale items?
Yes, of course you can. All of the refund procedures outlined above apply.
- Can I cancel an order online?
In some circumstances we may be able to cancel your order, so please call us. However, if your order has already been despatched or delivered, then you’ll need to follow our returns policy in the event of an unwanted product.
- How will I know if you have successfully received my order?
Once the order has been processed an order confirmation email will be sent to you. If you placed your order online you will also receive a call to confirm we have received your order.
Can’t find the answer to your question here?
We hope our FAQs have been of help. If you’ve got any further questions, do give our friendly Customer Services team a call on 020 8939 3800 or drop them an email at firstname.lastname@example.org. We're always on hand and happy to help.