Bespoke Sofa Orders FAQs
Bespoke Sofa Orders FAQ’s
What happens after I have ordered?
On receipt of your order we will contact you to confirm all your order details within 24 hours of ordering. All deliveries are made by our own in house professional two man delivery team. Once all your details are confirmed and your order is ready to ship our delivery team will contact you with a delivery date and time slot.
How Long Does Production/Delivery Take on Bespoke Sofas?
Usually our Factory Can Manufacture your order within 4 Weeks. Once completed We will contact you to arrange delivery.
Due to our agreement with our suppliers we are unable to provide precise order updates from the point of ordering until we receive your order into our distribution warehouse. Upon receiving your order a member of our delivery team will contact you 48/72 hours before delivery and provide you with a delivery date and time slot.
DUE TO THE COVID-19 THREAT OUR DELIVERY DRIVER CAN ONLY PLACE YOUR ORDER BY YOUR DOORSTEP. Please note that standard delivery is to the ground floor only and we are unable to dispose of any packaging.
Delivery is to UK mainland and excludes Scottish Highlands Please Contact First For Price. Please note that standard delivery is to the ground floor only and we are unable to dispose of any packaging.
What's your returns policy?
Your furniture is hand made to your specific requirements. We have varying time frames with our handful of specially selected suppliers in which we can make changes to your order with them (Usually up to 48 hours after your order is placed). If there is any issue with your order our advice is to contact us as soon as you can and we will do our best to help. If you placed your order in store please contact the store directly.
Most of our sofas are made to order so returns are not accepted. Bespoke items are also excluded from our returns policy.
We will only accept returns of stocked (off the shelf) products which are brand new 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 the cost is £99.00. Items must be returned within 14 days of delivery, items returned outside of this time will not be considered for refund. 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 firstname.lastname@example.org
Made to order and bespoke products are not eligible for refund. This does not affect your statutory rights.
Dimensions & Colour
Whilst every effort is made to ensure the consistency of colour and fabric slight variations can occur. However we try to be as accurate as possible, all dimensions are approximate and have been provided to us by the manufacturer. Each sofa is hand made to order and sometimes a small size discrepancy may happen. Pleas allow a tolerance of +/- 4cm.
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.
In the event that an item doesn't fit in the desired area, our delivery team will present the customer with two choices. The furniture can be left at the customers premises, or in some cases the delivery team can remove the furniture and return with a re-selected item that will fit (any extra cost to be covered by the customer) FHI will charge a £200 re-selection fee (on the returned item) and you must cover the delivery teams return and re-delivery fee.
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 you.
All lead times quoted are estimated and intended as a guide only. 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) and to factor in manufacturer holidays. External factors that are out of our control may affect lead times for example fabric availability, transport 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 prior to a delivery) Should you choose to remove your old furniture prior to this point, you do so at your own risk.
If you are contemplating ordering an extra item (i.e. armchair, footstool etc.) We would highly recommend you do this with your original order. Due to the manufacturing process and characteristics of leather/fabric, we cannot guarantee a 100% match of leather/fabric if these items are ordered at a later date.
The product images used on our site are subject to copyright. Any copying and/or distribution of our digital imagery using the internet or other means is strictly prohibited. Some images have been provided to us by our manufacturing partners under licence. These are for the exclusive use by FHI and not by any other party unless written authorisation has been given.
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