01. When will my products be delivered?

Your products will be delivered to you with a parcel courier company and will arrive in a pre-allocated time slot Monday to Friday, between 9am and 7pm.

02. Can I arrange a collection from your warehouse?

Yes. Customers can arrange collections from our warehouse. However, we require a 30-minute advance notice for the collection of furniture that is in stock.

03. Will all products in my order be delivered at the same time?

If you have placed multiple orders and the goods are present in stock, we try our best to send all the items together for your convenience. However, for items that are not in stock, delivery dates might be different.

05. Can products be made to measure?

Sofa Bespoke has a vast experience in making customized furniture and we do make products made to measure, catered specifically to your taste!

06. What are the available materials and color options?

We have four types of materials available: Velvet, Linen, Wool and Leather, with multiple colour options that are mentioned under each piece of furniture. Our fabric has options to select the Martindale rub counts in three different categories:

1. Group A, 25 to 30000 rub counts
2. Group B, 45 to 50 rub counts
3. Group C, 90 to 100000 rub counts.

Our leather comes in: graded leather, top grated leather, thick top grated leather, vintage leather, semi aniline leather and full aniline leather.

07. What is your refund and return policy?

Made to measure order cannot be canceled or returned unless a manufacturing is found in it. 

Regular stock furniture can be returned in its original packing. Sending the goods back is the customer’s responsibility. We also offer to arrange collection on the customer’s expenses.

Damaged items must be reported within 48 hours upon receiving. However, our company takes full responsibility for a 1-year guarantee against all manufacturing faults.

08. Can I get samples of your fabrics?

We offer free samples for all the fabric options on our bespoke ranges. Customer can choose up to six different fabrics sample. (Leather fabric samples are not available for postages)

Follow the instructions on “Order a FREE swatch” on our website.

Your swatches will be sent to you via Royal Mail (free of charge to the UK and the Republic of Ireland) and will arrive within 3-5 working days.

09. How can I place an order?

Placing an order from our bespoke range adheres to the following procedure:

1. Select the sofa.
2. Send us your dimensions.
3. We make a free of cost professional model which will be sent to you before the confirmation of your order.
4. An in-dept in discussion with our design team will be arranged, over the phone or in person, regarding all technical and material needs of the sofa.
5. Once satisfied with the model, you can proceed to place your order.
   

Stock orders

Order for regular stock items can be placed directly through our website or on call.

10. What payment methods do you accept?

You can pay directly through our website via credit/debit card and PayPal.

We also accept COD (cash on delivery) payments.

11. Can I see the furniture before buying?

You can see our furniture by visiting our showroom at Unit 1 & 2 Twickenham Trading Estate, Rugby Road, Post code TW1 1DQ or our warehouse in Birmingham.

Pre-booked appointments are highly appreciated in order to check if the product is available in our showroom or warehouse.

12. Does the furniture come with a guarantee?

We provide a 1-year full manufacturing warranty.

Our sofa frames have a 5-year warranty for soft wood frames and a 15-year warranty for hard wood frames.

13. How can I track my order?

To track your order, simply:

• Log into your sofa Bespoke account and then navigate to ‘My Account’ - ‘My Orders’.
• Once here, click ‘View Order’ and you will see the breakdown of where each of your items are.
• Click the icon at the end of each tracking line and it will show you a detailed description of

  where your order is.

Please note, you will only be able to track your order if you were logged into your account when you checked out.

If you’re having trouble tracking your order, please call us on 02087442000

14. How long should a lounge chair last?

Chairs with fabric upholstery can last as long as sofas, typically from seven to 15 years. If you go for leather upholstery, you may get a bit more longevity. Chairs with sturdy wooden frames and dense cushions usually last even longer

15. What sort of furniture is generally tough?

At Sofa Bespoke, We believe that high-quality furniture, made from sturdy materials such as plywood frames, top-grain leather, and high-density foam, is generally tough and durable. Our range of fabrics is also designed to be resistant to wear and tear.

16. What is the most durable wood for beds?

At Sofa Bespoke, we use high-quality extra-thick 100% MDF wood ( 36cm) which is one of the strongest headboards, so far, been introduced in the UK.s. MDF is a reliable, affordable, and durable option for furniture as it resists warping, cracking, and splitting!

17. Is it better to have a 2 or 3 seat couch?

Deciding between a two or three seat sofa depends on how many people you want to seat comfortably. Three-cushion sofas are best for three people, while two-cushion sofas can seat two or four.

18. How do I measure my sofa?

To measure your sofa, start by measuring from the outside edge of one arm to the other. Next, measure from the floor to the highest point of the backrest. Finally, measure the depth from the front of the sofa to the back cushion.

19. I have placed my order online, what happens next?

For in-stock items, delivery within 7 working days of purchase will be made, with prior contact to the provided working phone number. Non-stock items take up to 8 weeks for delivery, requiring a 30% deposit for order confirmation.

21. Can I pay cash on delivery for my sofa bespoke order?

Yes, we accept cash on delivery payments.

23. Can I directly pick my order from the store?

Absolutely! You are welcome to collect your order from our warehouse in Twickenham.

24. Can I track my order?(Check the current status)

To track your order, simply:

• Log into your sofa Bespoke account and then navigate to ‘My Account’ - ‘My Orders’.
• Once here, click ‘View Order’ and you will see the breakdown of where each of your items are.
• Click the icon at the end of each tracking line and it will show you a detailed description of where your order is.
• Please note, you will only be able to track your order if you were logged into your account when you checked out.

If you’re having trouble tracking your order, please call us on 02087442000

25. What happens if my order is delayed?

While Sofa Bespoke strives to keep delivery promises, we are not liable for late or missed delivery due to circumstances beyond our control. On delivery day, our driver contacts you via mobile to provide an estimated arrival time.

26. When will my order be delivered?

Delivery for in-stock items is 7 working days and "made to measure" items is 8 weeks, respectively. Contact is made before delivery to the provided phone number.

27. Can I track my delivery?

To track your order, simply:

• Log into your sofa Bespoke account and then navigate to ‘My Account’ - ‘My Orders’.
• Once here, click ‘View Order’ and you will see the breakdown of where each of your items are.
• Click the icon at the end of each tracking line and it will show you a detailed description of where your order is.
• Please note, you will only be able to track your order if you were logged into your account when you checked out.

If you’re having trouble tracking your order, please call us on 02087442000

28. Do you deliver on weekends?

Yes, the availability of weekend delivery depends on the delivery service's schedule and availability. Reach out to us at info@sofabespoke.co.uk or +02087442000 for more information!

29. What happens if I can’t take delivery of my order on the agreed date?

To ensure safe delivery, please have someone present during Sofa Bespoke delivery. If you need to reschedule or cancel, let us know 2 working days before.

Reach out to us at info@sofabespoke.co.uk or +02087442000 for more information!

30. What happens if I miss my delivery?

To ensure safe delivery, please have someone present during Sofa Bespoke delivery. If you need to reschedule or cancel, let us know 2 working days before.

Reach out to us at info@sofabespoke.co.uk or +02087442000 for more information!

31. Who can I contact if I have any queries before my furniture is delivered?

Feel free to share your queries on the following details.

Contact Number: 02087442000, 07761975326

Email Address:  info@sofabespoke.co.uk 

32. What if my furniture doesn’t fit on delivery?

Please ensure furniture can fit through entryways and passageways. If access is restricted, our delivery staff will leave the goods at the nearest convenient point. We are unable to unpack or assemble furniture in locations with no reasonable access.

35. Who do I contact if I have to claim on my policy? 

Reach out to us at info@sofabespoke.co.uk or +02087442000 for more information on claims on your policy!