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FAQS

Your furniture, and particularly your sofa, plays an important role in the comfort and design of your home. It’s a big decision that needs a lot of thought and we understand that you may therefore have many questions. We’ll try to answer them here. If there’s anything else you want to ask, don’t hesitate to contact us at [email protected]

Product and Care Information Buying and Ordering Furniture Delivering Furniture Paying for Goods Cancellations and Refunds Warranty, Returns and Exchanges

Product and Care Information

What is the difference between Made to Order/Bespoke and Stock Items?

Made to Order/Bespoke Goods are made to your specifications, this includes your choice of size, fabrics or leathers, and feet. It can also include changes to frame back height, detachable arms, or any other specific requests we have accommodated to produce your order.

Stock Items are goods we either hold in stock, end of clearance lines, ex-showroom models or refurbished goods. These goods can have no further changes made to them. Please note, if you intend to add new items to a stock item we cannot be responsible for matching of colours as leathers and/or fabrics can change batch by batch.

All our sofas are considered Bespoke, except those in the clearance section, and therefore cannot be returned or exchanged unless faulty or not as described.

Stock items are delivered within 14 days, whilst bespoke items/made to order items are made especially for you and therefore these goods are subject to longer delivery times.

Is there any difference between sitting on a sofa/sofa-bed?

Our sofa beds are designed to be just as comfortable as our regular sofas, however you should keep in mind that the mechanism within the sofa will mean that the sofa has a slightly firmer sit.

What is the difference between a standard and memory foam mattress?

Our standard mattresses are pocket sprung mattresses; this means there are individual fabric pockets sewn throughout the mattress that contain the springs. They offer an excellent level of support and comfort.

Our memory foam pocket sprung mattresses also contain the individually sewn in springs, but also features an innovative layer of memory foam.

Standard pocket sprung mattresses don't mould to your body shape, whereas our memory foam versions do offer this additional level of comfort and support. However, memory foam can get quite warm and some people find the feel of it doesn’t suit them or their sleep needs, preferring a standard pocket sprung mattress. So deciding on the best mattress for you will depend on your preferences in terms of firmness and what you find comfortable.

Can I make design alterations to the sofa or use my own fabric on it ?

All of our sofas are customisable and made to order, so depending on the specific sofa you order you may have a choice of size, fabric/leather, shape of modules, feet, recliner options, etc. With some of our models you can also make slight alterations to the dimensions, as well as supplying your own fabric for the upholstery. For more information please contact your local showroom or email us at [email protected].

Do you sell loose cover sofas?

Some models are available with loose covers, such as the Duresta Wessex sofa and Duresta Nicky sofa.

Do you sell fabrics suitable for young children and pets?

Whilst many people with young children and/or pets prefer leather, due to its hard-wearing nature, it is possible to have a fabric sofa if you want one. We do offer a range of durable fabrics more suited to a family home, including the Darling Cotton range and the Darling Crushed Velvet range, which offer greater stain resistance and tend to be more resilient than other fabrics. We also recommend keeping pets off the sofa if at all possible, to avoid scratches and snags, but we understand this can be hard when they make that face at you.

Can you put sofa covers in the wash?

Some removal sofa covers are machine washable, but this will depend on the fabric, so check the manufacturer guidelines as to the appropriate cleaning method for your specific sofa cover. There is further information on cleaning and caring for you sofa here.

How do you clean a leather sofa?

We recommend using a Soft Leather Cleaner and Leather Protection Cream regularly to keep your leather sofa looking its best. You can also vacuum your leather sofa regularly to keep it free from dust and debris, however it’s best to you a soft brush attachment in order to avoid scratching the leather. For further information on caring for your sofa, take a look at our care guide.

What happens if I spill something on my sofa?

Make sure to try and remove liquid spills quickly by blotting the liquid from your sofa with a clean, damp cloth. However be careful not to rub the area as excess rubbing can also cause damage. If the spill has left a stain, you may be able to remove it with a Textile Cleaning Kit (which recommend keeping in your home), but do not use detergents. Check your sofa’s manufacturer information for any specific care instructions. For further information on cleaning your sofa after a spill, take a look at our care guide.

Are your fabric sofas scotch guarded?

Some fabric sofas may be able to be scotch-guarded for you, but this will depend on the fabric you choose and will cost extra. Your salesperson will able to advise you on whether the fabric you’ve chosen can be scotch-guarded, alternatively you can email us here to enquire about a specific fabric.

Buying and Ordering Furniture

How do I place an order?

You can place your order here online, in-store, over the phone or via email.

How do I make sure my order is correct?

When placing your order we will take you through your selected products and services in detail, giving you all the information required, including maintenance and care information. All details will be checked thoroughly and you will be asked to confirm the order.

You will receive an email confirming your order that will also include a copy of our terms and conditions, caring for your sofa/bed guidelines and a PDF of our Premier Care Programme.

It is important you to check your order. Once your goods are manufactured we cannot exchange or refund your order unless it is faulty or not as described.

Once completed, your order forms part of a legally binding contract, which cannot be cancelled by either party without charge.

Will I receive an order confirmation?

You will indeed.

If ordering in store you will receive a written receipt of your order from your sales person. Your sales person will also give you important documentation on our 5 year Premier Care Programme, Caring for your Sofa hints and tips and our full terms and conditions, along with their contact details.

If ordering online you will receive a confirmation of your order along with information on our 5 year Premier Care Programme, Caring for your Sofa hints and tips and our full terms and conditions.

Within 48 hours of placing your order you will receive an email with your invoice which will contain all the details of your order. It is important you check your invoice and let us know of any mistakes or changes you would like to make within 2 days of placing your order. Once the goods are manufactured we cannot exchange or refund your order unless it is faulty or not as described.

Can I make changes to my order?

If you want to make any changes to your order, e-mail us or telephone us within 48 hours of placing your order. After this time, your order will be in production at the manufacturers and as such no further changes can be made; cancellations cannot happen without incurring charges.

Changing an order may cause a delay with your delivery time and may alter the price you have been quoted.

How safe is shopping on darlingsofchelsea.co.uk?

All our payments are processed by NatWest Streamline and they process approximately 1 in 2 online transactions in the UK. The process is absolutely secure.

For the technically minded - the payment processing section of our site is protected by Verisign encryption, and your credit card details are further encrypted using the Data Encryption Standard (128 bit) before being processed by our order system.

Our secure-server software encrypts all your personal information including credit or debit card number and name and address. You can find out more here

Can I have a discount if I’m purchasing more than one sofa?

For orders involving a large number of sofas, you can discuss your needs with your salesperson and they’ll work with you to offer the best possible price. Alternatively contact us here to discuss your order.

I’m an Interior Designer. Can I have a trade discount?

For contract orders, we are able to offer a discount if you are able to provide us with a VAT number and company letter head. For more information contact us here.

Do you make sofas suitable for contract use (hotels/restaurants / etc.)?

At Darlings of Chelsea, we have a great deal of experience working with contract projects, producing beautiful bespoke furniture in quick timeframes that surpass UK fire and safety regulations. We are happy to work closely with interior designer to help make your contract project a success. For more information on working with us on a contract project, click here.

Will my furniture fit?

It is important to check that your furniture will go into your room before placing your order. To avoid disappointment, please refer to our Online Measuring Guide for assistance.

While your sales person can offer advice about measuring the entryways to your home and can guide you to smaller furniture if needed, you are ultimately responsible for determining if the products will fit.

Failing to disclose any property access difficulties might cause issues on delivery as well as extra costs to your order.

How long will it take to get my order?

This is dependent on the lead times of the manufacturer of your chosen sofa. At the point of ordering your will be advised of the current lead times on your goods.

Once your order has been confirmed, you will be given an estimated delivery time by our sales staff; you will also receive a call from our delivery company who will plan and book a delivery date with you a week in advance of your due date.

Can you fast track my order?

As our sofas are bespoke and custom-made especially for you, unfortunately there isn’t a way to fast track the process. However we will endeavour to make sure you receive your order as quickly as possible, within the given lead time for the items you’ve ordered.

I can’t wait the lead time. Can I buy a showroom model?

We have clearance items available that have quicker delivery times. Some of these items are ex-showroom models, as well as sofas used for photo-shoots. However it is not possible to purchase a current showroom model.

I can’t wait the lead time. Can I collect a sofa from in store on the day of purchase?

We don’t currently offer collection from store for any of our sofas. As all our sofas are custom-made, the lead-time reflects the time it takes to build and deliver your sofa to you. However, we do have clearance items available that can be delivered in a shorter timeframe.

What if my order is late?

At the time of ordering you will have been given an estimated delivery timeframe. If this changes, we will let you know straight away. While Darlings of Chelsea cannot be held liable for any delays that are beyond our control, we will make every effort to keep you informed. Remember you can always contact your Sales Person for an update or call 020 7371 5745.

Delivering Furniture

Where is my order?

If you wish to check the delivery of your order, please email or phone your sales person or call 020 7371 5745.

When do you deliver?

Standard deliveries are made Monday to Friday, (excluding Bank Holidays).

Where do you deliver?

A Standard Delivery is a delivery made to a destination other than a Special Destination (as defined below), and where delivery is to a basement, ground, first or second floor and access is through a door at ground floor level.

Deliveries to each floor above the second floor are charged (in addition to the Standard Delivery charge) at our then current rate per floor per item.

Special Destinations are the AB, PA, IV and KW postcodes, Northern Ireland, Isle of Man, Isle of Wight, the Scottish Highlands and the Channel Islands. In these cases an additional delivery charge of £75 (so £150 total) will be incurred, of which you will be advised prior to confirmation of your order.

Do you deliver overseas?

Yes. We mainly deliver to mainland UK or those areas stated in Special Destinations, however we do offer delivery to destinations overseas through a specialist company. For a quote on international delivery, please contact us via email, quoting: international delivery.

We will inform you of the rates based on the country and volumetric dimensions of your selected items.

Our warranties and guarantees do not extend to goods that are taken or shipped outside the UK.

How do you notify me about my delivery?

At the point of purchasing your goods, your sales person will inform you of the estimated lead-time. Once the goods are completed you will be contacted by your sales rep if you have any outstanding balance to pay. Once this is settled (or immediately if there is no balance outstanding) we will pass your delivery details across to our courier company who will be in touch with you directly to organise delivery. Deliveries are generally scheduled at least a week in advance, and 48 Hours prior to delivery you will be provided with a 2 hour time slot on your delivery day.

On the delivery day you will be contacted in the morning by a member of the Delivery Team to reconfirm the time slot.

What happens on the day of delivery?

On the delivery day a member of the Delivery Team will contact you in the morning to reconfirm your time slot. Please make sure all entryways and access points are clear of obstacles. You need to also ensure there is someone in your property to receive and sign for the furniture.

The delivery team will position the Goods in a room of your choice, unpack, assemble where necessary and take away all packaging.

Goods will not be placed in the specified room if this is not feasible due to difficulties of access or if the room has not been cleared to allow sufficient space for the Goods to be manoeuvred into and placed there. Find out more on Will My Furniture Fit?

What happens if I am out when you deliver?

As all deliveries need to be signed for, we will be unable to leave your furniture and it will be returned to the distribution centre. A member of the Delivery Team will contact you to arrange a further delivery date. This will result in an additional delivery charge.

Can I nominate a day or time for delivery?

Once the goods are released from the manufacturer, we will endeavour to deliver your order as swiftly as possible, usually no later than 7 days after it becomes available. We would appreciate you accepting your goods within the same timeframe. You can agree with our Delivery team a suitable day within the 7 day time-frame, and they will try and accommodate as much as possible however we cannot guarantee that they will be able to match your exact requirements.

Do you do window deliveries?

For London-based addresses we can specially organise a window delivery, however this will be subject to additional delivery fees, based on the specifics of the delivery required. If you would like a quote for such a service, ask your salesperson or contact us here.

Can you store my goods?

We have limited storage facilities and consequently cannot store goods without prior agreement. You should contact us well in advance to ensure we can accommodate your request. If you delay delivery to a date more than 14 days after we notify you that the goods are ready, we will charge you for storage and insurance costs at the daily rate then current until the goods are delivered.**

Will you buy my old sofa or take my old furniture away when you delivery my new furniture?

We don’t buy or exchange old sofas, and the removal of your old furniture can only be done by the delivery company if you have agreed this with them when arranging your delivery, as there may not be sufficient space. This would incur additional charges, which you would need to pay direct to the delivery company.

However, you can donate it to charity. The British Heart Foundation offers a free collection service. Alternatively you can arrange collection with your local council, or even put it on Gumtree!

I’ve just taken delivery and the sofa is too big/too small. Can I change it?

When ordering furniture it is important to check that it will fit into your house and your room. Please check all doors, stairways and the space it has to go into carefully. You can refer to our Will It Fit? guide for help with this.

While your sales person can offer advice about measuring the entryways to your home and can guide you to smaller furniture if needed, you are ultimately responsible for determining if the merchandise will fit.

As each sofa is custom made to order, we can’t exchange it for another; you would have to order a new sofa.

Can I order from Darlings of Chelsea and collect my goods from a store to save on the delivery fee?

No. Your goods are made to order and once the manufacturer releases them they will be delivered direct to your home. There is a delivery cost regardless of whether we deliver the goods to your home or to one of our stores.

Paying for Goods

How do I pay for my Goods?

 When ordering online, after choosing your furniture you will be asked to select your preferred method of payment from our card payments, or you can select to pay by finance. Once you have made your choice, simply follow the instructions on screen until the process is complete.

We accept all major credit and debit cards including MasterCard, Visa, Visa Electron, Delta, Solo and American Express.

Upon our receipt of your card payment, and the successful processing of your order, we will send you an order confirmation. This also serves as a receipt.

When ordering in-store, after choosing your furniture you will be asked by our staff to select your preferred method of payment from the different options, cheques or credit card payments. Once the payment is processed you will be given a copy of your order, which also serves as a receipt.

Can I just pay a deposit?

As a rule, we do not accept deposits. Should you want to discuss this option further please contact one of our stores directly for information:

FULHAM - 020 3411 4506

BIRMINGHAM - 0121 667 4657

ST ALBANS - 01727 238 291

SURREY - 01252 759 047

The outstanding balance has to be paid before goods are dispatched from our distribution centre.

In the event that you choose to cancel your order, once you have advised us in writing, by email, any deposits paid will be refunded back to your card. This, in some cases, can take up to 7 working days to be credited back to your account.

How do I pay my balance?

When your Goods have been completed you will be contacted by a member of our sales team to complete the balance payment. Once this has been processed, your goods will be dispatched.

How do I apply for Interest Free Credit online?

On all orders above £1,000 in value, and with a deposit of 10%, Darlings of Chelsea is pleased to offer you the option of paying for your furniture in easy to manage instalments, which are completely interest free.

To take advantage of this payment method first you must fulfil the following criteria:

  • Be 18 years of age or above;

  • You or your partner are in permanent paid employment (over 16 hours per week), retired (receiving a pension) or self employed

  • Been resident in the UK for at least 12 months and will continue your residency in the UK

  • Have Bank or Building Society current account details available to be able to complete the direct debit instruction

Applications will not normally be accepted in the following circumstances:

  • You and your partner are both unemployed

  • Students

What happens after my online Interest Free Credit application has been approved?

Following final confirmation, Darlings of Chelsea will process your order, and an order confirmation will be sent to you. We strongly recommend that you print out your Interest Free Credit agreement and retain a copy for your own records.

On some occasions Hitachi Capital Finance may require you to sign the forms personally. If this is the case they will instruct you on screen and they will send the forms to you requesting a signature before proceeding with the order.

IMPORTANT NOTE: Delivery of your items cannot be made until Hitachi Capital Finance has confirmed with Darlings of Chelsea your approved application has been processed.

When do I start paying my Interest Free Credit instalments?

Once you order has been delivered you will start paying your instalments

What happens if my online Interest Free Credit application is declined?

If, for whatever reason, your loan application is not approved, Hitachi Capital Finance will contact you immediately regarding their decision. Darlings of Chelsea will also contact you separately and ask if you would like to select another payment method such as cheque, cash or card to continue with your order.

Hitachi Capital Finance will send you by email or post a leaflet with details of how you can get further advice regarding their credit decision.

Cancellations and Refunds

What if I wish to cancel my order before delivery?

Items from Stock
If, after having placed your stock order, you have a change of heart for whatever reason, you may cancel your order at any time prior to delivery and up to 7 working days after the date the goods are received. All you need to do is advise us in writing, via e-mail. Once we acknowledge receipt of your cancellation, you will receive a full refund less delivery costs, using the same method as your original payment.

Bespoke Items or Special Orders
If the items ordered are not from stock, we will have commissioned a supplier to make them specifically for you. Unless we receive your written notification to cancel within 48 hours of you receiving our first order confirmation e-mail or paper copy in-store, we regret to advise you that we will not be able to cancel your order.

What if I don’t like it after it’s been delivered?

Stock Orders

If you have purchased a stock item, you have 7 working days from receipt of your furniture in which to advise us in writing that you do not want to keep the goods. Notification can be sent via e-mail or contact us on 01252 372949.

After we have acknowledged your request, we ask that you do the following to assist with the collection of the goods:

a) Ensure that the furniture is returned in the condition in which it was received. We will not be able to refund the goods in full if there are any signs of damage or misuse.

b) We will refund to you all the monies paid by you for the goods in question, excluding the cost of delivery and collection of the goods.

c) Please note we cannot accept the return of mattresses and divan beds unless un-opened and in their original packaging.

Please note, all items must be returned in their original packaging and they are subject to a collection fee of £75.

Once the products have been returned to us, and if in good condition a full refund will be processed. Please allow up to 7 working days for the money to show in your account; banks and credit card providers might take slightly longer than 7 working days however this delay is not linked to Darlings of Chelsea.

Bespoke Items or Special Orders 
We regret we are unable to accept the return of these goods as they have been specially made at your request.

Warranty, Returns and Exchanges

How long is the warranty on my Sofa?

All of our sofas come with a standard manufacturer’s warranty (which varies depending on the manufacturer), with the option to extend by 5 years. Your salesperson will be able to advise you on or you can contact us here to discuss these options. You can also find further information about our 5 year warranty here.

Is there a warranty available for ex-display/ex-photo shoot model?

Unfortunately Castelan warranties are not applicable to these items.

What do I do if my new goods are damaged in transit?

 It is disappointing for you and us when occasionally things go wrong.

When your order has been unwrapped in your home and there are signs of transit damage, you have the right to the following options:

a) Reject the goods

You will be asked to complete an Incident Report form by our delivery team. Our delivery team will take photographs and ask you to sign the report.

The incident report form and the goods will be returned to the delivering warehouse. It will be logged against your order number and our Customer Services team will be notified, who will then get in touch with you to discuss how you would like to proceed.

b) Keep the goods

If the furniture is useable, despite the damage, we are happy for you to go ahead and use it.

Our delivery team will ask you to complete an incident report form to record the problem. They will also take photographs to accompany the incident report form and ask you to sign it. The Incident Report form will then be returned to our Customer Services team. It will be logged against your order number, and assessed for necessary further action.

Our Customer Care team will then contact you within 72 working hours to arrange a technician to visit and repair the problem to manufacturing standards. If the technician is unable to resolve the matter on the first visit and parts are required, we will endeavour to source them as quickly as possible.

In the event that a repair cannot be made, we will replace the furniture, or give a full refund including any delivery charges (where applicable). The goods that are deemed faulty revert to the ownership of Darlings of Chelsea, and must be in our possession before monies are refunded.

What if I discover a fault with my furniture after delivery?

If the pre-existing fault or damage is discovered after delivery, you should contact us as soon as you notice the defect or at the latest within 14 days of delivery of the goods.

Our customer services team will then contact you to arrange a technician to visit and inspect the goods and discuss your options including returning the goods or repairing the problem to manufacturing standards. If the technician is unable to resolve the matter on the first visit and parts are required, we will endeavour to source them as quickly as possible.

In the event that a repair cannot be made, we will replace the furniture, offer a reselection to the value of the purchase price less any discounts or give a full refund including any delivery charges (where applicable). The goods that are deemed faulty revert to the ownership of Darlings of Chelsea, and must be in our possession before monies are refunded. A refund may be subject to a usage charge depending on the period of time that has elapsed since delivery.

In the unlikely event that one of your goods develops a fault after 14 days please contact our customer services team on 0121 745 3857 or via email to discuss your options. Your options may vary depending on the individual circumstances including the length of time that you have had the item and the nature of the fault.

I have just bought an ex-display model & it has damage that I was not made aware of when I bought it. What happens now?

Firstly, we apologise that you were not made aware of this before you purchased the item.

Some of our clearance items do have some minor damage or imperfections and are sold as seen. These defects do not generally affect the use of the furniture. However, we do try to make sure that we make our customers aware of any such defects before they purchase the item.

If your furniture has damage that you weren’t made aware of at the time of purchase, contact our customer service team as soon as you notice the defect and they will discuss your options with you. If you do not wish to keep the item because of the defect, as you were not made aware of it at the point of sale, we will offer a reselection to the value of the purchase price less any discounts or give a full refund including any delivery charges (where applicable).

My goods do not look exactly as the one in the showroom what can be done?

All our furniture is handmade using natural materials. As such the goods will have natural marks such as healed scars and barbed wire nicks, which signify genuine leather, and will not have the even and consistent finish appearance and shape found in machined goods made with artificial materials or materials treated in order to achieve that effect. There will be variations in colour and appearance between the Goods you receive and pieces on display in our showrooms, our samples, and pictures in our brochures, or on our website. You acknowledge that such characteristics and variations are not to be regarded as defects for the purpose of assessing whether or not the Goods are of satisfactory quality or otherwise in accordance with the order.

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