Catalogues & brochures

. Do you have catalogues?
. Can you send me a manufacturer's brochure?

Security

. How safe is it to give my credit card details online?

Ordering & payment

. How can I place an order?
. What methods of payment do you accept?
. Do Sofas Direct's prices include VAT?
. What happens if I cancel my order?
. How do your prices compare to others?

Delivery

. What is Sofas Direct's delivery policy?
. When can I expect my order?
. What if I'm unable to take delivery of my order when its ready?
. What if my delivery contains damaged goods?

Customer service

. How do I contact Sofas Direct?
. What if I have a complaint?

Policies

. How will you use my personal details?
. Does Sofas Direct have a returns policy?
. What is your service policy?
. What is your warranty policy?

Catalogues & brochures

Do you have catalogues?
In an effort to keep our costs (and therefore our prices) as low as possible, we don't print paper catalogues. Please feel free to browse through our online catalogue or alternatively download our broshure should you wish to browse offline. If you have any questions, we are happy to help (please use the Contact us button).

Can you send me a manufacturer's brochure?
Due to frequent changes in styles, fabrics and finishes, most manufacturers don't offer comprehensive brochures of their ranges. However, if there is an item you are interested in that is not shown on our site, we may be able to e-mail a photo for you to look at. Call or e-mail our furniture experts for more information.

Security

How safe is it to give my credit card details online?
None of the customers who have shopped at Sofas Direct have reported fraudulent use of a credit or debit card as a result of purchases made with us. The reason shopping with us is so safe is that we use HSBC Secure ePayment Card Processing. Secure ePayments utilises 128 secure socket layer encryption to process card transactions. Payment details are captured within HSCB's secure infrastructure and therefore you can feel confident that confidential information is secure. In the extremely unlikely event of unauthorised use of your credit or debit card, most banks and card issuers either cover all the charges that result from unauthorised use of your credit or debit card, or may limit your liability to just £50. If you still prefer not to send your credit or debit card number over the Internet you can print out our order form and fax it to us on 01905 621018 or place your order by telephone on 01905 621018.

Ordering & payment

How can I place an order?
You can order online simply by clicking the "Shop" button and select the item you wish to purchase (you can always remove the item from your order later) and when you are done shopping click on the "Checkout" button which takes you to our order form. You may then enter your personal information and credit card details and submit your order via our secure server. Alternatively you can print out the order form and fax it to us on 01905 621018. You can also call us on 01905 621018 to place your order or email us and we will call you back to take your order over the telephone.

What methods of payment do you accept?
We accept payments from the following cards - Visa Credit and Debit, MasterCard, Switch, Solo and American Express.

Do Sofas Direct's prices include VAT?
All prices quoted by us include VAT at 17.5%

What happens if I cancel my order?
Orders may be cancelled at any time before delivery for a full refund. Please contact us immediately on 01905 621018 or use our form.

How do your prices compare to others?
Our prices reflect a saving of between 10% and 30% off the manufacturer's suggested retail price. While list prices and discounts vary from place to place, we are confident that our prices are among the most competitive anywhere in the UK.

Delivery

What is Sofas Direct's delivery policy?
The prices shown on our Website include home delivery anywhere within mainland Britain, except to PA, IV and KW postcodes where there will be a small additional charge which will be advised prior to order confirmation. Large items are transported directly to your home in specially equipped furniture vans and are carried in by trained furniture delivery staff. Smaller items may be delivered by a parcel service. For delivery to Northern Ireland, Isle of Man, Isle of Wight, Scottish Islands and Channel Islands we will deliver free to a nominated mainland GB address e.g. a port. Onward shipping from that point is the responsibility of the customer.

When can I expect my order?
Delivery times vary according to the product and the manufacturer. Approximate times are given next to each product description but these may vary depending on how busy the manufacturer is when you place your order. After your order is confirmed by the manufacturer, we will e-mail you an order confirmation, along with an approximate delivery date. Generally, when more than one item is ordered all items will be delivered at the same time.

What if I'm unable to take delivery of my order when its ready?
If you are having work done in your home please be aware that building projects are frequently delayed. If you are unable to take delivery of your furniture when it is ready we will store it for you free of charge for 21 days. Beyond this time period we are obliged to charge a weekly storage fee of £10 per week.

What if my delivery contains damaged goods?
This happens infrequently, but sometimes furniture sustains minor damage during shipping or contains a manufacturer's defect. If this occurs, contact us immediately on 01905 621018 or use our form. We will arrange for the goods to be repaired in your home if possible, alternatively we will arrange to have them returned to the manufacturer. If items need to be returned please keep the original packaging. All returns and repairs must be arranged through our Customer Service Department (we are unable to pay for returns which we have not authorised).

Customer service

How do I contact Sofas Direct?
Sofas Direct can be contacted by email or telephone on 01905 621018. Telephone calls are charged at local rates. Our customer service centre operates between 9.00am and 5.00pm Monday to Friday. Emails received during these hours will usually be answered within two working days.

What if I have a complaint?
We are determined to provide the easiest and best way to buy furniture online, and we are not satisfied unless all our customers are delighted with their purchase and their experience of shopping at Sofas Direct. In the unlikely event that you do not enjoy your experience of shopping with us, please tell us by email or telephone us on 01905 621018. Telephone calls are charged at local rates. We will acknowledge your complaint within one working day and will do our very best to resolve it speedily as possible. Where a complaint has not been resolved within one week, you will receive weekly updates on its progress.

Policies

How will you use my personal details?
Sofas Direct has a strict policy of keeping all customer information entirely confidential. We will never pass your details on to a third party.

Does Sofas Direct have a returns policy?
Yes, we want you to be delighted with your purchase. Once you receive your furniture you have fourteen days to decide if you wish to return it. If so we will collect the furniture free of charge and issue you with a store credit or a refund equal to the value of the returned goods. All we ask is that the goods are made available for collection in the same condition as they were when they were delivered.
Please note this does not apply to selected items of leather upholstery where there is a 50% cancellation/returns fee unless order is cancelled within 1 week. Such items are clearly marked.

What is your service policy?
We've put our years of experience in the furniture business to good use by selecting high quality products that should not need warranty service. However, if you do have a problem, we will contact the manufacturer to arrange for local repair, under the terms of the manufacturer's warranty.

What is your warranty policy?
All of our products come with a full manufacturer's warranty. These vary in length but are for a minimum of one year. Specifics on getting warranty service will depend on the item, the nature of the problem, the manufacturer and your location. Further details on manufacturer's warranties will generally be attached when you get your new furniture. Your statutory rights are not affected.