Terms & Conditions
What happens after I have ordered?
On receipt of your order we will email you to confirm all your order details within 24 hours of ordering. All sofa deliveries are made by our specialist furniture two man delivery partner. Beds, Mattress's, Appliances and Dining sets are delivered by courier. Once all your details are confirmed and your order is ready to ship our delivery partner(s) will contact you with a delivery date.
Where do you deliver to?
We currently cover mainland England & Wales with our home delivery service. Unfortunately we do not currently deliver to Scotland or NI.
Uno Mattress Delivery
Next working day delivery (Between 8am - 6pm) is included on all Uno stand alone mattress orders. This covers the UK mainland but excludes north of Dundee and North Scotland. This is a one man delivery to the door.
A North Scotland and North of Dundee delivery do carry a surcharge of £15.
Deliveries to Northern Ireland do carry a surcharge of £15.
8am - 12 noon deliveries are available for a surcharge of £15.
Saturday deliveries are subject to a £25 surcharge.
Orders must be placed and paid for in full before 11am for next working day delivery. As we use an external courier service, in extreme circumstances delivery may take up to 48 hours. The next working day service is only available to the UK mainland. Special deliveries to other areas may take up to 7 days.
Don't want finance?
No problem! Please call our sales team on 0330 124 4323 and place your order by phone. We accept all major credit and debit cards as payment or place your order securely online.
Am I eligible for finance?We partner with several finance providers to help our customers spread the cost of their items. For more information please click the links below to the relevant finance company.
What's your returns policy?
We have varying time frames with our handful of specially selected suppliers in which we can make changes to your order with them (Usually within 48 hours from your order been placed). If there is any issue with your order our advice is to call us as soon as you can and we will do our best to help. If you placed your order online or over the telephone please call 0330 124 4323.
Please allow up to 10 working days for refunds to be processed. Refunds can only be processed once the goods have been confirmed as returned to the warehouse by the relevant fulfilment teams.
We will only accept returns of stocked products which are brand new, unused and still in original packaging, the buyer pays all delivery and return costs, buyer may return item by their own means, if buyer requires us to arrange for them to be returned cost is £80. You must notify us of your intentions to return your order within 14 days of the delivery of your entire order. You then have a further 14 days to return, items returned outside of this time will not be considered for refund.
Bespoke/Made To Order Items
Many of our products are hand made to order. Made to order and bespoke products are not eligible to be returned. This does not affect your statutory rights. All returns and cancelled orders are subject to a restocking fee of 20% minimum (This maybe higher for specialist products)
Sleep products (Mattresses and beds) may only be returned if they are unused and in the original sealed packaging.
Customer needs to ensure that items are checked on delivery before signing for them. We regret that we cannot be held liable for damaged items which have been signed as checked by the customer.
If you need to return an item within 14 days of order please submit a returns request by email to our customer care team at email@example.com
However we may try to be as accurate as possible. All dimensions are approximate. Each sofa is hand made to order and sometimes a small size discrepancy may happen.
We try to ensure our product imagery used online is as accurate as possible. Due to the nature of digital photography some colours may appear slightly different online (this can also depend on the device in which you using to browse our website)
What happens if my new sofa doesn't fit?
Although we understand the difficulties in checking access routes, door sizes and corridors for delivery of oddly shaped sofas and furniture, it is always the customers final responsibility to ensure that your new furniture will fit into your home. All of the dimensions will have been presented to the customer in the particular product listing. If our delivery team believe that your order cannot be delivered without causing potential damage to the product or your property then they reserve the right to refuse delivery.
In the event that an item doesn't fit in the desired area. The furniture will be left at the customers premises in a safe place until they can find alternative arrangements to ensure the goods are safely placed into their property.
What happens should I need to cancel my order?
We understand that unexpected issues can arise after committing to a large purchase like a new sofa which may mean you are unable to complete your purchase. We can cancel any order within 48 hours of it being placed with no issues. However, every sofa is made to order, to your requirements, just for you! Should you need to cancel outside of the 48 hour period we are unable to refund any deposits. If you have paid in full your order will be subject to a 20% re-stocking fee.
All our fabric and leather style sofas come with a 12-month frame and spring guarantee. Our Italian leather sofas come with a 10-year frame and spring guarantee. General maintenance of all upholstered products is your responsibility from day of delivery. If you have opted to take advantage of our Staingard care plan, policy documents will be emailed to you directly by Staingard approximately 7-10 days after delivery.
All lead times quoted within the product descriptions are approximate. We will always strive to deliver your new furniture within the times quoted. These times may be increased at busy periods (the run up to Christmas for example) Also external factors that are out of our control may affect lead times for example fabric availability etc.
Removing Old Furniture
Unfortunately we are unable to remove your old furniture. However some charities may collect your unwanted furniture for free. We do not advise that you remove your old furniture until you have received a confirmed delivery date and time slot directly from our delivery team (usually 48/72 hours minimum prior to a delivery) Should you choose to remove your old furniture prior to this point, you do so at your own risk.
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If you have any queries you can contact one of our friendly team on 0330 124 4323 or firstname.lastname@example.org