SOFA operates a delivery/collection service primarily with its own vans for large items. On some occasions SOFA may find it more convenient to use a contracted service or a courier service such as UPS, Parcel2GO, FedEx., or whichever is most convenient and cost effective.
Our normal business days are Monday-Friday. Bank holidays and Sundays are excluded from our own van delivery/collection service. Delivery timelines are estimates and are not guaranteed. For a more specific delivery ETA (estimated time of arrival) based on the exact item(s) you want to purchase, please contact SOFA via our contact details mentioned at the end of this policy before placing an order.
Delivery terms and conditions
These are the terms and conditions (Delivery Terms) which apply to the delivery by us to you of goods purchased by you from us either online at https://sofa.fws.store/or in our store (home delivery service). Our website refers to our online shop (https://sofa.fws.store/) .
The Home Delivery Service is provided by SOFA (referred to here as “SOFA”, “we”, “us” and “our”). Our registered office is at Towles Building, Clarence Street, Loughborough, LE11 1DY (company number 02587766). When we refer to “you” and “your” we mean the purchaser of the goods and user of the Home Delivery Service.
We may sub-contract for our Home Delivery Service to a transport service provider of our choice, but we will nevertheless remain responsible for the performance of the Home Delivery Service to you.
We reserve the right to change the Delivery Terms at any time. Any changes to the Delivery Terms will be effective for all new deliveries placed after the change is published on our website at https://sofa.fws.store/. You should check the Delivery Terms posted on the SOFA websitehttps://sofa.fws.store before each new delivery – they may have changed since your last visit.
If the item/s are being delivered by our in-house team our driver will require a person aged 18 or over to be present to receive the item/s and will require a signature. Sofa does not offer an installation service, for example our crew are not permitted to carry furniture up internal stairs. During the current Covid-19 emergency the van crew will leave items at the entrance to the property.
In most cases the delivery fee payable by you for your order will be that which is given by SOFA Shop Online at the time you place your order.Our delivery fee is based on your postcode prefix and has a value assigned to the weight of the product. If your post code does not appear on the list please call us for a quote.
We will deliver to the delivery address specified for delivery. The location must be within mainland United Kingdom, within our pre-defined delivery areas or arranged otherwise ( exclusions include Northern Ireland, Channel Islands, Isle of Man, Isle of Wight, Scottish islands and other areas which we do not serve). The location must be accessible by road. It is your responsibility to be available to accept delivery at the delivery address or location on the day of delivery. When finalising your purchase on checkout you will notice a postcode list to choose from, these are the main areas our vans operate nonetheless other areas within the UK apart for our exclusions are subject to a quote and sub-contract for our Home Delivery Service.
Some of our furniture is larger than you may expect, particularly sofas. Please check the measurements of the goods you are buying to make sure the item (if large i.e. sofa) will fit through your door and into your entrance room. It is advisable before purchase to make certain that you will be able to move the item through your property to the point where you wish to install it. Prior to the delivery, you must ensure that there is sufficient access and space to complete the delivery and that all staircases and lifts providing access outside your property are suitable for the delivery. You must ensure that your property and the delivery area are safe for delivery staff. All fragile items in the delivery area which could be damaged during the delivery, such as lights, vases, pictures etc, should be moved to a safe place.
To ensure the smooth delivery of your order, you must give us as much detail as possible in advance about particular features of the delivery address which may affect the delivery (e.g. Will there be time to unload / load? Do you live on a red route? Are there any height, width or weight restrictions? Are there any parking restrictions? Will the vehicle require a parking permit? Are there any time restrictions? Will delivery be at non-ground floor level? Is access to the delivery location made difficult due to narrow doors or staircases?) If the delivery is to a business address, are there any restrictions in terms of the opening hours? If you order in store, you can give us this information to one of our staff in store. If you order online, please contact us with your order details or speak to ourreception on 01509 262557.
If you provide us with incomplete, incorrect or inaccurate information or instructions, we may cancel the delivery by giving you written notice.
If you cancel your order we will refund the purchase price of the goods and the delivery fee but we may charge a return fee which will be the same amount you paid for delivery please read our Refund and Returns policy for more information. If delivering upstairs and the delivery staff deem it unsafe to carry the items upstairs and is likely to cause damage to the goods or to your property, they will inform you and record the concern on the delivery document. You may accept delivery in spite of such concern but we will not be liable for any damage caused to the goods or your property as a consequence of us attempting delivery on your instructions, (provided that reasonable care is taken in delivering the goods).
Delivery staff will carry out a risk assessment before moving any products and assess the health and safety risks on a case by case basis. Delivery staff will not move any products other than those agreed and documented in the delivery confirmation and shall not move any products where to do so is deemed to constitute a safety risk following the risk assessment.
Delivery staff are not permitted to and shall not: remove doors, windows, doorframes etc in order to complete the delivery (if these measures are required they must be undertaken before delivery takes place; we will not carry any specialised lifting equipment); unpack or construct delivered items or remove any packaging; or remove their footwear whilst making deliveries (if you are concerned about possible damage to carpets or laminate flooring, you should ensure that the adequate protective sheets are provided to cover the floors in question).
You are solely responsible for ensuring that we are able to make delivery to the delivery address and that you are available to accept delivery at this address on the delivery date. Please try to inform us as soon as possible if you know that you are not going to be in to accept delivery. You may choose during the checkout process a different delivery addresses if this helps.We shall not be liable in respect of any delay in delivery as a result of any act or omission by you.
If you are not personally available to accept delivery, you may appoint a representative to do so in your place. The representative must be an adult, over 18 years of age, capable of receiving delivery on your behalf, and you agree that we will be entitled to rely on the representative’s instructions as if they were your own. Delivery staff are not permitted to leave any items that have not been signed for.
On delivery, you will be asked to examine the goods, check the condition of the packaging and whether the correct number of packages have been delivered. You will be asked to sign the delivery document confirming that the delivery has taken place, the number of items delivered, that delivery of the goods has not caused any damage to your property, that items are delivered “free of visible damage” and that you are happy with the service you have received. If there is obvious damage or items are missing or incorrect, you should record this on the delivery document. Missing items will be re-ordered and damaged/incorrect items will be returned and replaced and delivered free of charge. This will not affect your legal right to notify us at a later date if you subsequently find a defect in your goods. You must let us know about any damaged, missing and/or incorrect goods within a reasonable period of time after you have had an opportunity to inspect the goods. If you refuse to sign the delivery document, this will be taken as refusal to accept delivery.
Large items have their measurements and weight on their description when selecting the item on our website. Please ensure your item will fit through the door. If the item does not fit through your door e.g. you chose a large sofa and you would like our drivers to return the item, a Re-stock fee is applicable of £20
Delivery time scale
Online delivery process
Once you have placed your order online, we will send you an order acknowledgement email of your purchase.
We will do our best to meet the estimated delivery dates, however, there are times where we are unable to do this and your confirmed delivery date may be different. We would advise you not to make any plans to accept your delivery, for example booking time off from work, until we have confirmed the date with you.
We aim to deliver your order within 14 days of placing your order, depending on stock availability and where you live. We will in any event deliver the goods within 20 days of your order unless otherwise agreed with you.
Within 3 days of placing your order online, we will send you a delivery confirmation by email with the planned delivery date and specify whether delivery will be made by our 2 person van delivery team, or by a parcel courier. It will also set out your delivery number. If you have included a mobile number, we will also send you an SMS text message or an email to confirm the delivery date.
You agree to check the delivery advice email and make sure that you will be available to accept delivery of the goods on the delivery date. If you will not be available please request a different date as soon as possible and, in any event, no later than 48 hours before the planned delivery date by contacting SOFA on 01509 262557.
We may use a parcel delivery service to deliver small items weighing up to 20kg. A parcel delivery can comprise multiple small packages up to a total order weight of 70kg. Some of our products are not suitable to be delivered via parcel, for example items over 140cm long. These will be transferred automatically to van delivery.
Parcel courier service we may choose will deliver orders Monday to Friday between 9am and 6pm. Delivery will only be made to the point of entry of the delivery address. You don’t need to be at home to accept delivery. The parcel courier service will leave a card informing you that they will rearrange delivery at your convenience or you can collect from your nearest depot. Alternatively you can arrange for your order to be delivered to a different work address if this is easier for you.
The charge for parcel delivery is from £6.50 quotes available upon request.
A two man crew will deliver all orders we classify as”large deliveries” (items over 20kg), and any products we deem unsuitable for parcel delivery.
Van delivery charges start from £10. Your delivery charge will be calculated at the checkout by choosing a postcode location, if your postcode is not listed please call 01509 for a quote. Van deliveries take place on nominated days depending on where you live. Approximately 48 hours before your delivery we will text your with your AM or PM 4 hour delivery window (providing we have your mobile number through the order process).On the day of delivery, our delivery crew will call you 1 hour before your delivery is due.
In store purchase - Delivery terms and conditions
Types of delivery
We will use a van delivery service to deliver orders for goods purchased in store. The delivery charges are applied to a limited list of postcode zones. The delivery charges are based on delivery to a single property or address and are displayed at our reception. Prices for delivery outside the listed postcode zones are available from our staff at reception. Promotional customer delivery charges will apply at our discretion and may be withdrawn at any time before the booking is taken.
Where our storeoffers“same day delivery” or “next day delivery”, this is applicable onlyto specifiedlocal postcodes and is subject to availability. We will offer the earliest available delivery time slot when we are unable to meet our “same day delivery” or “next day delivery” offer.
Customer payment for deliveries will be collected by us at the time of booking and arrangements for delivery will be based on your postcode. We will agree a delivery date with you at the time you order the goods. Our Home Delivery Service will offer the next timeslot and date available. Deliveries cannot be booked in advance without purchase of SOFA products.
You will be issued with a sales receipt detailing the goods to be delivered, the timeslot and date of the delivery, which you are required to sign. We will do our very best to deliver all items to the address at the timeslot and date specified on the sales receipt.
Amend/Cancel delivery date
If you change your mind, act quickly! We turn around and process orders extremely quickly.
Orders can be rescheduled or cancelled if the goods have not been despatched or loaded for delivery. Once an order has been loaded for delivery and you would like to cancel or reschedule then re-stocking fees will apply. However, where the amendment or cancellation is due to our failure to comply with these Delivery Terms, you shall have no liability to us for costs incurred in relation to such amendment or cancellation.
Order and collect
Collecting from our warehouse is a free service.
When purchasing your item through our website, on our checkout page select “Collect it yourself (free)”. You can now finalise your payment and you will receive an order confirmation email. Once we have processed your order we will contact you to inform that your order is now ready for collection.
When you are ready to collect your order, please present the following
• Your order Confirmation
• The card you paid your order with
If an item arrives visibly damaged due to transport handling a return is offered free of cost, please contact SOFA immediately. If claims are handled through acourier service SOFA will assist our customers with these claims to the best of our ability. More information on returns of damaged goods here Refund and Returns policy.
None of these Delivery Terms shall affect your statutory rights. To find out more information contact your local Citizens Advice Bureau www.citizensadvice.org.uk.
How to contact SOFA
SOFA offers refunds within 14 days of receipt of delivery. Most items sold on https://sofa.fws.store/ follow our general return policies, but some products have different policies or requirements associated with them e.g. follow manufacturer’s policies and procedures.
Your Rights to Cancel your order
You are entitled to cancel your order within 14 days without giving any reason for doing so.
The deadline for cancelling an order is 14 days from the date on which you received the items
In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement by one of the following ways at the end of this policy.
We will give your refund no later than 14 days from the day on which we receive the returned items. We will use the same means of payment as you used for the order, and you will not incur any fees for such refund.
Returns, Costs and Methods
At SOFA we want you to enjoy your shopping experience positively every time you shop with us. In the event that you are not completely satisfied with your order, you have 14 days to return the goods to the address located at the end of this policy.
Please note that items must return in the same condition in which you have received them. Used items must not have additional signs of damage or use. Return of New products need to be in an unused and undamaged condition.
· Return period
· Refund of original delivery costs if Item/s are defective, incorrect or damaged in transit?
· Cover the costs for sending the item/s back to us if defective, damaged or incorrect item/s?
· If items are not defective, damaged or incorrect then you are eligible to the refund of the cost for returning the items to SOFA?
Collection charges may apply or you may return at your own cost.
· Refund of original delivery costs if cancelled?
· If an appliance installed/connected by our technician but then Item is cancelled by you, is the service refundable?
Note: If we install/connect your appliance and afterwards you decide you do not want the appliance a fee to disconnect the appliances applies. You will be charged the same amount as per initial service charge. The appliance must be disconnected by one of our technicians or asuitably certified person (proof of thislast option required).
If your Item is a new appliance you may wish to visit the manufacture’s website or even contact them directly as they may offer you troubleshooting and support with the issue. Remember, we are always here to help.
Defective Items after 14 Days
If your item becomes defective after the 14 day return period SOFA may repair the defective item for you. The repair will be carried out effectively and if the item is newthe repair will follow the manufacturer’s procedures same as by a third party service provider authorised by the manufacturer. If the item is unrepairable we may send a replacement but if we don’t have a replacement available we will refund you the purchase price if in same condition as of when you purchased or offer you a credit note whichever you prefer. Repairs are only available for qualifying items sold by SOFA. On return if the defective item is due to deliberate damage, caused by external factors or general wear and tear you may not be entitled to part or full refund.
Return and Refund process
Items can be returned to our store within 14 days from the day you have received your delivery. Your item/s can take up to 2 weeks to reach our store. Once your items reach our store there will be up to 72 hours processing allowance and your refund will reflect in your account within the next 10 days.
SOFA may collect your item/s with our on vans or may arrange to be collected by a courier service.
SOFA will meet your return costs at our cheapest or most convenient method.
You have other rights in relation to goods that are defective, damaged or incorrect. You can find further information by visiting the Citizens Advice website at http://www.adviceguide.org.uk/. Here you may find help where the goods are not fit for purpose, not as described or not of satisfactory quality.
If you wish to contact us please use one of the following ways:
Terms and Conditions
2. Our Service.
Our web site and services provided to you on and through our web site on an "AS IS" basis. You agree that the owners of this web site exclusively reserve the right and may, at any time and without notice and any liability to you, modify or discontinue this web site and its services or delete the data you provide, whether temporarily or permanently. We shall have no responsibility or liability for the timeliness, deletion, failure to store, inaccuracy, or improper delivery of any data or information.
3. Your Responsibilities and Registration Obligations.
5. Registration and Password. You are responsible to maintain the confidentiality of your password and shall be responsible for all uses via your registration and/or login, whether authorized or unauthorized by you. You agree to immediately notify us of any unauthorized use or your registration, user account or password.
6. Your Conduct.
You agree that our web site may expose you to Content that may be objectionable or offensive. We shall not be responsible to you in any way for the Content that appears on this web site nor for any error or omission.
You explicitly agree, in using this web site or any service provided, that you shall not:
(a) provide any Content or perform any conduct that may be unlawful, illegal, threatening, harmful, abusive, harassing, stalking, tortious, defamatory, libelous, vulgar, obscene, offensive, objectionable, pornographic, designed to or does interfere or interrupt this web site or any service provided, infected with a virus or other destructive or deleterious programming routine, give rise to civil or criminal liability, or which may violate an applicable local, national or international law;
(b) impersonate or misrepresent your association with any person or entity, or forge or otherwise seek to conceal or misrepresent the origin of any Content provided by you;
(c) collect or harvest any data about other users;
(d) provide or use this web site and any Content or service in any commercial manner or in any manner that would involve junk mail, spam, chain letters, pyramid schemes, or any other form of unauthorized advertising without our prior written consent;
(e) provide any Content that may give rise to our civil or criminal liability or which may constitute or be considered a violation of any local, national or international law, including but not limited to laws relating to copyright, trademark, patent, or trade secrets.
7. Third Party Services.
Goods and services of third parties may be advertised and/or made available on or through this web site. Representations made regarding products and services provided by third parties are governed by the policies and representations made by these third parties. We shall not be liable for or responsible in any manner for any of your dealings or interaction with third parties.
9. DISCLAIMER OF WARRANTIES. YOU UNDERSTAND AND AGREE THAT YOUR USE OF THIS WEB SITE AND ANY SERVICES OR CONTENT PROVIDED (THE "SERVICE") IS MADE AVAILABLE AND PROVIDED TO YOU AT YOUR OWN RISK. IT IS PROVIDED TO YOU "AS IS" AND WE EXPRESSLY DISCLAIM ALL WARRANTIES OF ANY KIND, IMPLIED OR EXPRESS, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE MAKE NO WARRANTY, IMPLIED OR EXPRESS, THAT ANY PART OF THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, VIRUS-FREE, TIMELY, SECURE, ACCURATE, RELIABLE, OF ANY QUALITY, NOR THAT ANY CONTENT IS SAFE IN ANY MANNER FOR DOWNLOAD. YOU UNDERSTAND AND AGREE THAT NEITHER US NOR ANY PARTICIPANT IN THE SERVICE PROVIDES PROFESSIONAL ADVICE OF ANY KIND AND THAT USE OF SUCH ADVICE OR ANY OTHER INFORMATION IS SOLELY AT YOUR OWN RISK AND WITHOUT OUR LIABILITY OF ANY KIND. Some jurisdictions may not allow disclaimers of implied warranties and the above disclaimer may not apply to you only as it relates to implied warranties.
10. LIMITATION OF LIABILITY. YOU EXPRESSLY UNDERSTAND AND AGREE THAT WE SHALL NOT BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL OR EXEMPLARY DAMAGES, INCLUDING BUT NOT LIMITED TO, DAMAGES FOR LOSS OF PROFITS, GOODWILL, USE, DATA OR OTHER INTANGIBLE LOSS (EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES), RESULTING FROM OR ARISING OUT OF (I) THE USE OF OR THE INABILITY TO USE THE SERVICE, (II) THE COST TO OBTAIN SUBSTITUTE GOODS AND/OR SERVICES RESULTING FROM ANY TRANSACTION ENTERED INTO ON THROUGH THE SERVICE, (III) UNAUTHORIZED ACCESS TO OR ALTERATION OF YOUR DATA TRANSMISSIONS, (IV) STATEMENTS OR CONDUCT OF ANY THIRD PARTY ON THE SERVICE, OR (V) ANY OTHER MATTER RELATING TO THE SERVICE. In some jurisdictions, it is not permitted to limit liability and therefore such limitations may not apply to you.
11. Reservation of Rights. We reserve all of our rights, including but not limited to any and all copyrights, trademarks, patents, trade secrets, and any other proprietary right that we may have in our web site, its content, and the goods and services that may be provided. The use of our rights and property requires our prior written consent. We are not providing you with any implied or express licenses or rights by making services available to you and you will have no rights to make any commercial uses of our web site or service without our prior written consent.
12. Notification of Copyright Infringement. If you believe that your property has been used in any way that would be considered copyright infringement or a violation of your intellectual property rights, our copyright agent may be contacted at the following email address:
13. Applicable Law.
By continuing to browse or otherwise accessing the web site, you signal acceptance of the terms and disclaimer set out above. If you do not accept any of these terms, leave this Web Site now.