Delivery & Returns

Please see our Terms & Condition for full delivery advice and information

We use Royal Mail and Parcel Force to deliver your order except for Furniture and Large Items, which are delivered by a specialist courier and we will arrange a convenient time for delivery.

Standard stock products can be delivered to Mainland UK, Northern Ireland, and the Isle of Wight (excludes offshore UK Islands, Channel Islands, and the Isle of Man)

The charge for UK delivery is £12 per order.

We aim to deliver your order within 10 working days of accepting your order however delivery times cannot be guaranteed.

We will send you an email once your order has been dispatched from the warehouse, containing details on how to track your order online.

Products on large orders may be despatched separately.

Fabric samples are sent by Royal Mail (Standard UK first class) FREE of delivery charge

Fabrics can be delivered to Mainland UK, Northern Ireland, and the Isle of Wight (excludes offshore UK Islands, Channel Islands, and the Isle of Man)

The charge for UK delivery is £12 per order.

We aim to deliver your order within 10 working days of accepting your order however delivery times cannot be guaranteed.

We will send you an email once your order has been dispatched from the warehouse, containing details on how to track your order online.

Products on large orders may be despatched separately.

Fabrics are normally shipped on rolls to prevent creasing in transit

Made to Measure products can be delivered to Mainland UK, and Northern Ireland and Isle of Wight, (excludes offshore UK Islands, Channel Islands, and the Isle of Man)

The charge for UK delivery is £12 per order.

Deliveries are made within 2 weeks for our Express Made to Measure service or 4-6 weeks for our regular Made to Measure service, unless otherwise stated.

Depending on the products ordered, the product with the longest time to completion may determine your estimated delivery week.

Multiple types of products may be despatched separately.

If at any time you need to change your delivery address, please contact our Customer Services

You can also supply your own fabric for our made to measure, Curtain, Blind and Upholstery services. You can also drop these to one of our workshops directly by making a prior appointment through your local UK store for free.

It is the customer’s responsibility to ensure that the Upholstery and Furniture products will fit into the home and that there is sufficient access for our delivery lorry to reach the delivery address.

On delivery of such items, an adult must be in attendance to check and sign for the products delivered. Any defects must be reported to Customer Services immediately and certainly within 3 days. We will not accept liability for visible damage not reported within 3 days of delivery.

Delivery charge within M25(Greater London) is £50. Outside M25 (Greater London) cost of delivery will be quoted individually.

We also collect furniture for re-upholstery. Collection within M25(Greater London) is £50. Outside M25 (Greater London) cost of collection will be quoted individually.

We collect Furniture for re-upholstery.

It is the customer’s responsibility to ensure that the Furniture / Large Item can be taken out of the home and that there is sufficient access for our delivery lorry to reach the collection address.

At the time collection of such items, an adult must be in attendance to check and sign for the products collection.

Collection within M25(Greater London) is £50. Outside M25 (Greater London) cost of collection will be quoted individually.

Your furniture will be delivered by a nominated carrier. Our delivery drivers will survey delivery access and take all possible precautions to ensure damage free delivery. Furniture will be put in place, unwrapped and the packaging taken away (excludes self assembly items). We are unable to remove old furniture. Charges will apply for redelivery caused by cancellation so please fully consider the information in this section.

Are there any access problems?
Please tell us at point of order if your home, or room is difficult to access. This will affect how we deliver your furniture and may involve an additional charge.

Have you ordered a large piece?
Certain pieces are large (all dimensions are featured on individual product pages).Please take extra care to ensure they will fit into your home on delivery.

Please be at home at the scheduled delivery time.
We will send an SMS text at least 24 hours prior to the selected delivery date to confirm a 4 hour time window for delivery. To help in planning, we will also call en route prior to delivery.If you are not at home when the delivery arrives it is likely to be taken away to avoid delay to other customers. Charges will apply for redelivery caused by cancellation. In the UK, a charge of £60 will be made for re-delivery or collection.

You will be asked to check and sign for your furniture.
Your furniture will be unwrapped on delivery. You will be asked to check the furniture and sign a Proof of Delivery document. This document confirms that you have received your order in satisfactory condition, that you have been given a copy of the Furniture Care and Information Guide and that there has been no damage to your property. Goods cannot be left unchecked. Any issues must be reported to Customer Services immediately.

An adult must be present.
An adult must be present to accept delivery. Only an adult can sign the Proof of Delivery document.

Furniture Legs
Furniture legs and castors can cause marking to floor coverings (particularly wooden/laminate floors) – if this concerns you please take steps to minimise such damage by using felt pads or castor cups.

On ordering Made to Measure, Upholstery or Furniture products an estimated week for delivery is provided. This date is an estimate only. Our carriers will contact you to confirm an exact date for the arrival of the products near this time.

We shall not be liable for delays and/or failures in delivery if we cannot gain access to the property.

Additional charges may apply for the storage of the products if the customer delays delivery, for more than three weeks after the estimated date for arrival.

Delivery dates and weeks are not guaranteed but we will do our utmost to ensure goods are delivered within the stated date or soon afterwards. If you have not received your order within the above time-scale please leave 7 days before contacting our customer service team to investigate the non-arrival.

We carry the risk of loss or damage to the Products until you receive them.

The Products belong to you when you have received them and have paid us in full.

Until payment has been made in full we may ask you to return the Products to us at any time.

If you return the Products to us for any reason, they will become our property and be at our risk from the time we receive them

What is Self Service (PICK UP)?
You can buy online and have your order delivered to your local UK store for free. We will send you an email once your order is ready for collection.

What is Self Service (DROP)?
As we do a made to measure service using fabric supplied by you and/or re-upholster your furniture. You can also drop these to one of our workshops directly by making a prior appointment through your local UK store for free.

Which products are eligible for Self Service?
All Standard Stock products and most made to measure items are eligible Furniture and Large items are not eligible. These will have to be collected or delivered directly from/to your address.

Returning Standard Stock products

When you are returning Standard Stock products, you should return them to us by one of the methods set out below, with proof of purchase (receipt or dispatch notes), unopened, unused and in their original packaging within 14 days of receipt of delivery; unless they are faulty.

A full refund can be given within 14 days for full price items that are unused, in their original packaging and are re-saleable. A valid receipt showing the original purchase is required. This applies to goods purchased from UK, ROI, Mail Order and Internet.

We do not accept items back without a valid receipt.

We do not accept items back after 14 days, even with a receipt.

Refunds must use the same method of payment as the original purchase.

Product bought at a store.

Products should be returned in person or by post to the store where it was bought.

Furniture and Large Items that were delivered to your address cannot be returned direct to our stores. For these items you should contact our customer service for collection at a cost (£8-£60).

Products bought online and by Mail Order

Products bought online can be returned to the following address:

Returns Department Sofin Interiors Unit 5, 201-22 Northfields Avenue London W13 9QU

Furniture and Large Items that were delivered to your address cannot be returned direct to our stores. For these items you should contact our customer service for collection at a cost (£8-£60).

Products bought online and by Mail Order

Products bought online can be returned to the following address: Returns Department Sofin Interiors Unit 5, 201-22 Northfields Avenue London W13 9QUFurniture and Large Items that were delivered to your address cannot be returned direct to our stores. For these items you should contact our customer service for collection at a cost (£8-£60).

Made to measure products Returns

Once order has been processed, these Products cannot be cancelled or returned unless confirmed defective or mis-described by a Sofin Interiors appointed inspector.

Unfortunately cut fabric is non-returnable unless the fabric is faulty.

We cannot accept returns in situations where we have been given incorrect measurements. All customers will receive an order confirmation email, this outlines your order in full including the exact measurements (in centimetres) of your order – please always check this and if there are any amendments to be made to the order please ensure these are made to us by email within 24 hours of placing the order. If we have not been contacted within the 24 hour period we shall assume that all the details are correct.

It is your responsibility to provide accurate and complete measurements when ordering Made to Measure Products.

We are not liable for any inaccurate and/or incomplete measurements provided.

Collect

You can return parcels using the Collect+ service by visiting the Collect+ website, printing a label, then taking the labelled parcel to your nearest shop or store that is part of the Collect+ scheme. To find your nearest store please visit: http://www.collectplus.co.uk/contact#nearest-store

Parcels should be no bigger than 60 cm in height, 50 cm in width or depth, and no heavier than 10 Kg in weight.

To use this service simply follow these easy steps:

• 1. Go to https://www.collectplus.co.uk/returns/new/sofininteiors
• 2. Fill in the very quick and simple form and click proceed to generate your label.
• 3. Print off your label and affix it to your parcel.
• 4. Take the parcel to your nearest Collect+ store.
• 5. You will be issued a tracking number on your receipt; please retain this as your proof of return. Please allow 7 days from the date we receive the parcel for us to process your return.

Returns Guidelines

When returning Take Home Stock products, please return with proof of purchase (a receipt or despatch note) within 14 days, unused and in a saleable condition with the original packaging where possible. We are unable to accept products back without a receipt. Please take reasonable care of the Products while in your possession and when returning the Products, package properly and securely to prevent damage or loss in transit.

We ask that you obtain proof of posting from the post office. You bear the risk of loss and damage to the Products until we have received them.

For hygiene reasons, fabric items with opened packaging, cannot be returned or cancelled, unless in accordance with your legal rights e.g. if confirmed as defective by us.

Self-assembly products must be returned unused and in their original packaging and cannot be returned once assembled or part assembled unless confirmed as defective. A £60 collection charge for UK customers will apply.

Refunds will only be given through the original payment method, where appropriate.

Products will remain your responsibility until we receive them.

When we receive the products we will refund you any payment that you have made using your original payment method where appropriate.

When do I get a refund once I have returned an item?

Once the products you wish to return have been received by us, a refund for the agreed amount will be actioned to the original method of payment.

Please allow 14 days from return for this process to be completed.

Defective & Damaged Products

On delivery, it is your responsibility to check and immediately report to Customer Services* any damage or defects to products. We will not accept liability for visible damage not reported within three days of delivery. Defective Products

If you believe your products to be of an unsatisfactory quality, please contact Customer Services* immediately and treat the products with utmost care while your claim is being investigated.

Our Customer Services will arrange for your product to be inspected.

On inspection, if your products are found to be defective, we will at our discretion attempt to restore the product or offer a replacement as soon as reasonably possible.

Where you have more than one item on your order, we may request for any other items to be returned to obtain a suitable colour match on the replacement product.