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]
Due to government restrictions, all of our showrooms are now closed. However, you can still buy from us via our website, over the phone (01252 372 949) or chat to us using the live chat function. We are posting out leather and fabric samples daily so please request via our website.
Any orders placed with us from 1st April 2020, you can cancel your online or phone order at any time prior to delivery with no charges. All you need to do is advise us in writing by email.
Once your order has been delivered and you are not totally satisfied, then please contact us within 14 calendar days from the day you receive your order - either via chat, over the phone or via email. Just tell us that you no longer wish to keep your order (along with your reason for returning it) and we will then arrange to have the item collected and give you a full refund including any delivery charges. This applies to all made to order products. Our normal terms and conditions apply to clearance.
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.
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.
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.
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].
Some models are available with loose covers, such as the Duresta Wessex sofa and Duresta Nicky sofa.
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.
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.
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.
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.
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.
You can place your order here online, in-store, over the phone or via email.
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.
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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.
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.
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
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.
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.
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.
It is important to check that your furniture will go into your room before placing your order. To avoid disappointment, please refer to our Will It Fit Guide for advice on how to measure and some useful advice.
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
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.
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.
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.
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.
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.
If you wish to check the delivery of your order, please email or phone your sales person or call 020 7371 5745.
Standard deliveries are made Monday to Friday, (excluding Bank Holidays).
We deliver to mainland England and Wales. Additional delivery costs will be payable in the case of deliveries to Scotland or Northern Ireland.
In the case of orders from other locations outside mainland England and Wales, deliveries will be made to a nominated depot in mainland England for collection and onward transportation to be arranged by you at your cost (in such cases you will be responsible for satisfying yourself at the depot as to the condition of the product). We will not be responsible for any customs duties or local taxes payable in overseas locations.
We can arrange delivery to an address outside mainland UK. Additional delivery charges will apply. For further information please contact us via email, quoting: Non-Mainland UK Delivery.
Please note:- warranties and guarantees do not extend to goods that are shipped outside mainland UK.
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.
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?
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.
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.
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.
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.**
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!
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.
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.
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.
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.
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.
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
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.
Once you order has been delivered you will start paying your instalments
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.
Cancelling your order prior to delivery is dependent on what you have ordered:
Made to Order or Bespoke
You have a 2 day cooling off period for Made to Order or Bespoke product. After this time frame, you will not be able to cancel or change your order without incurring additional administration charges of 10% of the cost of your order. This is because your order is already at the factory and costs of production have been incurred. If you would like to cancel or change your order please contact your sales person or email us.
Inventory or Clearance Items
If your items are purchased from inventory or our clearance section you can cancel your order prior to delivery and receive a complete refund including your delivery fee. All you need do is write to us, via email confirming your wish to cancel.
Whether you can return the order to us is dependent on what you have ordered and its condition. It is your responsibility to return your order.
Made to Order Goods
You have 14 days within which to inspect your order to ensure it meets your requirements. If you decide you do not like it you must tell us in writing within 14 days. You then have up to 14 days within which to return your product to us.
As with Made to Order Goods you have 14 days within which to inspect the goods. Sofa Beds can only be returned if the mattress has not been unwrapped and is in as new condition. If you have opened your mattress and want to return the sofa bed you can still return the order, however we will have to deduct the price of the mattress from your refund.
As these orders are made specifically to your requirements returning such an order is subject to a 55% restocking fee, i.e. you will be refunded a sum equivalent to 45% of the purchase price paid.
In the case of bed mattresses, (excluding sofa bed mattresses) you have up to 100 days from the date of receipt to return the item.
Inventory or Clearance Items
If your items are purchased from inventory or our clearance section you are not able to return goods to us.
It is your responsibility to return your order.
Please contact us within 14 days of receiving your order and tell us that you want to return your goods.
Orders need to have their original product and fire retardant tags and where possible original wrapping.
Please return goods to, Darlings of Chelsea, Station Road West, Ash Vale, GU12 5QD. Once goods have been returned to us, we inspect them and if they are in “as new” condition a full refund will be given within 14 days of receipt of return.
If you do not have access to appropriate delivery methods by which to return your order, we can offer a Collection Service.
The Collection Service is subject to a charge of 20% of the value of each item returned.
In the instance where we will be collecting the item, it is your responsibility to disassemble the goods as appropriate ready for packaging for return.
Once goods have been returned to us, we inspect them and if they are in “as new” condition a full refund will be given within 14 days of receipt of return.
Once goods have been returned to us, we inspect them and if they are in “as new” condition a full refund will be given within 14 days of receipt of return.
All our goods come with manufacturer’s guarantees which cover you against manufacturing defects. If you wish to extend your manufacturers guarantee and protect your new goods from accidental damage, spills and other in home damage you have the option to buy an extended warranty which covers your goods for 5 years.
This extended warranty is available on all goods EXCEPT Clearance items.
Please talk to us about whether a 5 year extended warranty is right for you.