Delivery and Returns

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Once your order has been processed, carefully manufactured, quality checked and packaged, we will dispatch your item with our experienced furniture home delivery partner. So your sofa will be delivered to you hassle-free, on time and in perfect condition.

All our sofas are delivered using a two-man home delivery service, so here's what to expect:

Once your sofas are ready, we will dispatch your order with our home delivery partner who will then email you to confirm your order and check the address given for delivery. We assume access has been checked prior to you ordering. If there are any problems with the order details you can reply to them, or call them on the number provided, and they will adjust their records accordingly.

Please note that if there is a change of address for your order, could you please email us directly at orders@sofasandsleep.com to let us know in advance.

Once the order has been planned onto a route, our delivery partner will send an SMS (or call you if a mobile number has not been provided) to suggest a delivery date. Please note that this SMS will require a 'yes' or 'no' response.
Not a problem, just reply 'no' and the delivery company will arrange for the order to be delivered on an alternative date and contact you again within 1-4 days.

Reply 'yes' and your response will confirm the delivery of our delivery partner's software. You will receive a 'thank you' response from the delivery company.
Please note that any response needs to be made prior to 3 pm the day before the delivery to ensure the goods are loaded onto the planned delivery route vehicle.

Yes, 24 hours prior to delivery you will again receive an SMS or call to inform you of a 3-hour time window, allowing you to plan the rest of your day accordingly.

Our delivery company will call you en route with an ETA, generally giving 30 mins notice before arrival. When they get there the delivery team will then walk the route to your room of choice, to ensure there are no issues with access, prior to carrying in the goods. The delivery team will then deliver your order to the room of choice, unpack and carry out any assembly required, and finally remove any packaging ensuring you have a pleasant delivery experience without you having to lift a finger. They will even plump your cushions for you.

Any damage-related issues concerning your products or property must be noted on the delivery company's paperwork and reported to us in writing within 48 hours of delivery. Please email us at orders@sofasandsleep.com

 
PLEASE NOTE THAT THE ABOVE SERVICE WILL NOT BE AVAILABLE IN IRELAND, NI, CHANNEL ISLANDS, IOM, SCOTTISH ISLES AND HIGHLANDS OR ANYWHERE ELSE OFF THE UK MAINLAND. IF YOU DO RESIDE IN THE ABOVE LOCATIONS PLEASE EMAIL FOR A QUOTE.
 

We have gone to great lengths to ensure we partner with the correct delivery company and pay above- market rates for a premium service that gives our customers the best delivery experience possible. Please note that any failed deliveries due to access problems or nobody being present at the property during the allocated timeslot will incur a charge.

If you are not ready to accept a delivery, our delivery company can hold onto the goods for you, for up to 2 weeks before a storage fee of £25 per week is charged, for which you would then be liable.

We do provide a collection and disposal service for your old sofas. If you would like to have your old sofas removed at the time of your delivery, please email us at orders@sofasandsleep.com. There will be a flat charge of £60 for this service. The products would need to be on a like-for-like basis.

Please be aware that any moving of old furniture, picture frames, mirrors or other items which restrict access must be completed prior to the delivery team arriving. It is not in the delivery company's remit to carry out these tasks on your behalf. Failure to provide a safe environment to carry out the delivery of oversized and heavy products may result in an aborted delivery for you, which may incur a charge.

 

You have 28 calendar days from receipt of your furniture being brought in within which to advise us that you do not want to keep the order. All you need to do is provide this in writing, either by post or by e-mail.

Please note, we do not accept returns of partially assembled flat pack furniture, pillows or mattress protectors (unless they are unopened, unused and in their original packaging) and mattresses or divans that have been used without a mattress protector.

You can return your order to us at any of our collection points to receive a full refund, including your original delivery charge. If you would like us to collect the items on your behalf, we will charge you for that service.

If we are collecting the items from you, we ask that you do the following to assist with the collection of the goods:

- Ensure that the furniture is returned in the condition in which it was received. We will not be able to refund goods in full if there are any signs of damage or misuse. Mattresses and divans must be used with a mattress protector to be eligible for return within the 28 day limit.
To help you, we will be happy to send out large plastic bags to cover items of upholstery or mattresses. Please retain the packaging for all items.

- Please make the furniture available for collection within 28 calendar days. We will refund all monies paid by you for the items being returned (excluding the cost of collection of the goods), once the goods are back at our local warehouse and have been fully inspected.

Please note, for card refunds, it can take up to 7 working days from the date that we process the repayment for your account provider to re-credit you with the amount due.
Naturally, we aim to deliver all our furniture in perfect condition. At Sofas & Sleep, we have spent a great deal of time talking to our suppliers about packing and shipping so that our products arrive safely.
We are constantly looking for ways to improve these standards and pride ourselves on having the best delivery teams in the industry.
It is disappointing for you and us when occasionally things go wrong. If your order has been unwrapped in your home and there are signs of transit damage, this is what to expect:
If the furniture is usable, despite the damage, we are happy for you to go ahead and use it, but the Sofas & Sleep delivery team will first complete an incident report form to record the problem. You will then be asked to sign it.

They may also take photographs to accompany the paperwork. The incident report form will be returned to the delivering store, where it will be logged against your order number, and assessed for action. A Sofas & Sleep technician will contact you and arrange to visit and repair the problem to manufacturing standards, generally within 7 days. If he/she cannot resolve the matter on the first visit and further parts are required, we will try to source them for you as quickly as possible.
If a repair cannot be made, we will replace the furniture, or give you a refund.
Any goods that are deemed faulty will revert to the ownership of Sofas & Sleep and must be in our possession before monies are refunded. A refund shall be limited and subject to the original purchase price paid for the unsatisfactory merchandise.
You are welcome to contact us anytime if you have any further questions or problems.

E-mail us at contact@sofasandsleep.com or phone us on 0121 530 5555 / 0203 883 3533 and we will do our best to assist you in any way we can.