Staying Safe - FAQs
At Sofology, the safety of our colleagues and customers comes first. Along with closely following the advice from the Government, we pride ourselves in taking responsible action and ensuring all possible safety measures are in place before reopening our stores. It's our mission to help everybody feel at home on a sofa they love.
Are you making deliveries?
Across, England, Wales and Northern Ireland we are currently delivering as normal, following all Government guidelines. Please be aware that at the moment deliveries may take a little longer to reach you than normal. The recently updated Scottish Government guidance allows us to make deliveries that are essential for our customers; our teams will contact our customers within Scotland in order to confirm their delivery is a requirement for them at this time, either on the day of delivery or beforehand.
What is essential?
A delivery would be classed as essential if it is a necessary requirement for a customer's household for its upkeep, functioning or health and safety. Click here for the latest update on our deliveries.
Are all of your stores open?
England, Scotland & Wales
Our stores in England, Wales and Scotland have now reopened. You can choose to book an appointment to benefit from a 1-to-1 consultation and beat the queues, or you can simply drop in during our opening hours to browse our ranges in person. If you can’t make it into our stores, you can still use our Sofologist Live video call service, call us, talk to our web chat team or browse online to view and order our full range of sofas.
Northern Ireland
Our store in Belfast is closed in accordance with the announced Northern Ireland Executive regulations until further notice. However, you can still shop with us online, or over the phone. All of our products in store, and more besides, are also available on our website. You can also use our Sofologist Live, telephone, web chat or website to access and order our full range of sofas and benefit from expert advice.
I have a question about my order, are customer service still available?
Yes. We're still here if you need to contact us. We ask that you please bear with us during these challenging times as we do our very best to continue to provide help to our customers. Our customer service colleagues can be contacted on 03444 81 81 81, or via WebChat.
What will the lead time be if I order a new sofa?
The lead time for each sofa differs depending on the range you choose. If you're shopping online you'll see an estimated lead time when you reach the basket stage. If you're in-store or placing an order with our colleagues over the phone, the Sofologist will be able to advise you of the lead time for the items you are interested in.
How are you keeping me and your delivery teams safe?
Please note: If you or a member of your family has tested positive for Covid-19, we will be unable to deliver to your home. Please contact us as soon as possible to rearrange. Or if you aren’t comfortable with having a delivery made to your home, please contact us as soon as possible to discuss this with us.
When we make deliveries we know the most important thing we can do is follow the Government's advice about social distancing. Additional time will be scheduled for all deliveries so that our delivery teams can explain the rules to you and ensure that they have plenty of time to adhere to the covid secure measures already in place when they make a delivery. They will ask you to stay at least 2m away from them throughout the delivery and we're also equipping them with Personal Protective Equipment including face masks and hand sanitiser. If possible, please stay in a different room while your sofa is installed.
Once your furniture is safely in place, our teams will wipe down any surfaces they have come into contact with and will use a contactless method of confirming the delivery has taken place. To keep our teams safe, our colleagues are empowered to politely refuse to complete a delivery if they believe the customer has symptoms associated with Coronavirus.
Can you do a doorstep delivery instead?
No. As our furniture is heavy and orders can include large items your order will need to be delivered into your home by our experts. This is the best and safest way to ensure there will be no damage to your items or your home. Our teams are specially trained to install our sofas into your room of choice, including fitting the feet and assembling any modular pieces. We are confident in the safety of our contact-free delivery procedures.
Can I collect my furniture?
Unfortunately not. Due to health and safety reasons our customer delivery centres are not suitable for customer collection.
Will your team come into my house and fully install my furniture?
Yes, if you're comfortable with this. We're able to complete a full installation service, fit feet and remove packaging as long as we can maintain at least a 2 metre distance from the customer at all times. We will discuss this with you before arranging your delivery.
Aren't in-home deliveries against the Government's social distancing guidelines?
Home deliveries are allowed under current Government guidelines. Deliveries can take place so long as nobody within the household is displaying symptoms of Coronavirus, and social distancing and hand hygiene practices are adhered to.
Are you testing your delivery teams and service managers for Coronavirus?
We will test the temperatures of our delivery colleagues and service technicians each day. Any colleagues suffering from Coronavirus symptoms, or living in a household with others suffering from Coronavirus symptoms, will be asked to stay at home. We're paying our employees sick leave so anyone who is suffering from the virus will be paid as normal.
I have a problem with my furniture, are your service managers still working?
Following government guidelines we can continue with technician visits at our customers’ homes. If you want to cancel/rearrange your technician appointment, please contact our customer support team who will be happy to help you.
Our Service Managers will call you ahead of their visit. The purpose of this call will be to ensure that you are happy for us to carry out the repair and that you are clear on the safety rules we need to follow during the visit.
When our technicians arrive at your home they will follow safety measures throughout their visit to keep both you and them safe following the Government’s guidelines on social distancing. If possible, stay in a separate room whilst the technician does their work.
Please note: If you or a member of your family has tested positive for Covid-19, we will be unable to send a technician to your home. Please contact us as soon as possible to rearrange your visit.
Will you remove my old sofa?
Our responsible removal service Sofa Rescue is still available via our partners, Clearabee. If you have already booked your Sofa Rescue, Clearabee will honour your request. If you have not already purchased Sofa Rescue please contact us or visit sofology.co.uk/sofa-rescue to learn more.
I'm worried I might not be able to keep up my finance payments, is there anything you can do?
We understand our customers might be facing uncertainty about their finances at this time. If you've already taken delivery of your product then you should speak directly with your finance provider - we're confident they’ll be able to listen to your concerns and discuss the available options with you.
If you're still waiting for your delivery and want to discuss the various finance options we have available, then please get in touch with us on 03444 81 81 81.
Can I cancel my order?
You can amend your order within the first 7 days of ordering, so if you have a change of heart or fancy a different colour, just let us know and we’ll help you switch. If it's been more than 7 days please contact our customer service team on 03444 81 81 81.
What safety measures do you have in your stores?
In order to keep all of our colleagues and customers safe we have implemented several measures in our stores. Government guidelines state that customers entering our stores must wear a face mask. Please safely dispose of all used face masks in the dedicated bins provided.
Luckily, our stores are large, making it much easier to keep a safe distance from our Sofologists and other shoppers. At busy times, we will need to limit the number of people in our stores which may mean you are asked to wait outside, at least 2m apart from other customers.
Once inside the store, you will be asked to follow the directional arrows to maintain a one way system as you browse. This will help to ensure that you are a safe distance from other shoppers at all times. Inside the store there will be several hand sanitiser dispensers that you are encouraged to make use of.
In-between customers we are also implementing enhanced cleaning. We will regularly test the temperatures of our colleagues. All consultations and transactions can be done contact free in-store or you have the option to return home and complete your order online if you prefer. We ask that anyone displaying any symptoms of Covid-19 does not enter any of our stores.
Can I make my visit to store quicker?
We understand that, given the current situation, you may wish to spend a little less time in-store than usual. We never want you to feel rushed to make a decision - choosing the right sofa takes time and careful consideration.
That's why our whole shopping experience is designed around being able to shop your way. You can visit us in-store to try out the sofas and then complete your order later at home using our website or by calling our sales teams on 0800 140 40 40. We also offer our Sofologist Live service which allows you to video call a colleague in store to take a closer look at any sofas, ask any questions you may have or even place an order.
If you'd like to skip the queue, we offer the option of making an appointment at your local store. You can visit us at a time that suits you and one of our colleagues will be expecting you.
How do I book an appointment?
You can book an appointment to visit us in-store or to video call us with our Sofologist Live feature. Select the date you wish to make your appointment and click on “book an appointment”. A series of available dates and times will be displayed to choose from, once you’ve booked we’ll email you a confirmation.
Are there any dedicated hours for the vulnerable and elderly or NHS workers?
Whilst we don't have specific hours dedicated to vulnerable people and key workers, our store managers will endeavour to accommodate requests for appointments outside of our core trading hours. We recommend you call the store of your choice directly to request this option.
Staying Safe - FAQs
At Sofology, the safety of our colleagues and customers comes first. Along with closely following the advice from the Government, we pride ourselves in taking responsible action and ensuring all possible safety measures are in place before reopening our stores. It's our mission to help everybody feel at home on a sofa they love.
Are you making deliveries?
Across, England, Wales and Northern Ireland we are currently delivering as normal, following all Government guidelines. Please be aware that at the moment deliveries may take a little longer to reach you than normal. The recently updated Scottish Government guidance allows us to make deliveries that are essential for our customers; our teams will contact our customers within Scotland in order to confirm their delivery is a requirement for them at this time, either on the day of delivery or beforehand.
What is essential?
A delivery would be classed as essential if it is a necessary requirement for a customer's household for its upkeep, functioning or health and safety. Click here for the latest update on our deliveries.
Are all of your stores open?
England, Scotland & Wales
Our stores in England, Wales and Scotland have now reopened. You can choose to book an appointment to benefit from a 1-to-1 consultation and beat the queues, or you can simply drop in during our opening hours to browse our ranges in person. If you can’t make it into our stores, you can still use our Sofologist Live video call service, call us, talk to our web chat team or browse online to view and order our full range of sofas.
Northern Ireland
Our store in Belfast is closed in accordance with the announced Northern Ireland Executive regulations until further notice. However, you can still shop with us online, or over the phone. All of our products in store, and more besides, are also available on our website. You can also use our Sofologist Live, telephone, web chat or website to access and order our full range of sofas and benefit from expert advice.
I have a question about my order, are customer service still available?
Yes. We're still here if you need to contact us. We ask that you please bear with us during these challenging times as we do our very best to continue to provide help to our customers. Our customer service colleagues can be contacted on 03444 81 81 81, or via WebChat.
What will the lead time be if I order a new sofa?
The lead time for each sofa differs depending on the range you choose. If you're shopping online you'll see an estimated lead time when you reach the basket stage. If you're in-store or placing an order with our colleagues over the phone, the Sofologist will be able to advise you of the lead time for the items you are interested in.
How are you keeping me and your delivery teams safe?
Please note: If you or a member of your family has tested positive for Covid-19, we will be unable to deliver to your home. Please contact us as soon as possible to rearrange. Or if you aren’t comfortable with having a delivery made to your home, please contact us as soon as possible to discuss this with us.
When we make deliveries we know the most important thing we can do is follow the Government's advice about social distancing. Additional time will be scheduled for all deliveries so that our delivery teams can explain the rules to you and ensure that they have plenty of time to adhere to the covid secure measures already in place when they make a delivery. They will ask you to stay at least 2m away from them throughout the delivery and we're also equipping them with Personal Protective Equipment including face masks and hand sanitiser. If possible, please stay in a different room while your sofa is installed.
Once your furniture is safely in place, our teams will wipe down any surfaces they have come into contact with and will use a contactless method of confirming the delivery has taken place. To keep our teams safe, our colleagues are empowered to politely refuse to complete a delivery if they believe the customer has symptoms associated with Coronavirus.
Can you do a doorstep delivery instead?
No. As our furniture is heavy and orders can include large items your order will need to be delivered into your home by our experts. This is the best and safest way to ensure there will be no damage to your items or your home. Our teams are specially trained to install our sofas into your room of choice, including fitting the feet and assembling any modular pieces. We are confident in the safety of our contact-free delivery procedures.
Can I collect my furniture?
Unfortunately not. Due to health and safety reasons our customer delivery centres are not suitable for customer collection.
Will your team come into my house and fully install my furniture?
Yes, if you're comfortable with this. We're able to complete a full installation service, fit feet and remove packaging as long as we can maintain at least a 2 metre distance from the customer at all times. We will discuss this with you before arranging your delivery.
Aren't in-home deliveries against the Government's social distancing guidelines?
Home deliveries are allowed under current Government guidelines. Deliveries can take place so long as nobody within the household is displaying symptoms of Coronavirus, and social distancing and hand hygiene practices are adhered to.
Are you testing your delivery teams and service managers for Coronavirus?
We will test the temperatures of our delivery colleagues and service technicians each day. Any colleagues suffering from Coronavirus symptoms, or living in a household with others suffering from Coronavirus symptoms, will be asked to stay at home. We're paying our employees sick leave so anyone who is suffering from the virus will be paid as normal.
I have a problem with my furniture, are your service managers still working?
Following government guidelines we can continue with technician visits at our customers’ homes. If you want to cancel/rearrange your technician appointment, please contact our customer support team who will be happy to help you.
Our Service Managers will call you ahead of their visit. The purpose of this call will be to ensure that you are happy for us to carry out the repair and that you are clear on the safety rules we need to follow during the visit.
When our technicians arrive at your home they will follow safety measures throughout their visit to keep both you and them safe following the Government’s guidelines on social distancing. If possible, stay in a separate room whilst the technician does their work.
Please note: If you or a member of your family has tested positive for Covid-19, we will be unable to send a technician to your home. Please contact us as soon as possible to rearrange your visit.
Will you remove my old sofa?
Our responsible removal service Sofa Rescue is still available via our partners, Clearabee. If you have already booked your Sofa Rescue, Clearabee will honour your request. If you have not already purchased Sofa Rescue please contact us or visit sofology.co.uk/sofa-rescue to learn more.
I'm worried I might not be able to keep up my finance payments, is there anything you can do?
We understand our customers might be facing uncertainty about their finances at this time. If you've already taken delivery of your product then you should speak directly with your finance provider - we're confident they’ll be able to listen to your concerns and discuss the available options with you.
If you're still waiting for your delivery and want to discuss the various finance options we have available, then please get in touch with us on 03444 81 81 81.
Can I cancel my order?
You can amend your order within the first 7 days of ordering, so if you have a change of heart or fancy a different colour, just let us know and we’ll help you switch. If it's been more than 7 days please contact our customer service team on 03444 81 81 81.
What safety measures do you have in your stores?
In order to keep all of our colleagues and customers safe we have implemented several measures in our stores. Government guidelines state that customers entering our stores must wear a face mask. Please safely dispose of all used face masks in the dedicated bins provided.
Luckily, our stores are large, making it much easier to keep a safe distance from our Sofologists and other shoppers. At busy times, we will need to limit the number of people in our stores which may mean you are asked to wait outside, at least 2m apart from other customers.
Once inside the store, you will be asked to follow the directional arrows to maintain a one way system as you browse. This will help to ensure that you are a safe distance from other shoppers at all times. Inside the store there will be several hand sanitiser dispensers that you are encouraged to make use of.
In-between customers we are also implementing enhanced cleaning. We will regularly test the temperatures of our colleagues. All consultations and transactions can be done contact free in-store or you have the option to return home and complete your order online if you prefer. We ask that anyone displaying any symptoms of Covid-19 does not enter any of our stores.
Can I make my visit to store quicker?
We understand that, given the current situation, you may wish to spend a little less time in-store than usual. We never want you to feel rushed to make a decision - choosing the right sofa takes time and careful consideration.
That's why our whole shopping experience is designed around being able to shop your way. You can visit us in-store to try out the sofas and then complete your order later at home using our website or by calling our sales teams on 0800 140 40 40. We also offer our Sofologist Live service which allows you to video call a colleague in store to take a closer look at any sofas, ask any questions you may have or even place an order.
If you'd like to skip the queue, we offer the option of making an appointment at your local store. You can visit us at a time that suits you and one of our colleagues will be expecting you.
How do I book an appointment?
You can book an appointment to visit us in-store or to video call us with our Sofologist Live feature. Select the date you wish to make your appointment and click on “book an appointment”. A series of available dates and times will be displayed to choose from, once you’ve booked we’ll email you a confirmation.
Are there any dedicated hours for the vulnerable and elderly or NHS workers?
Whilst we don't have specific hours dedicated to vulnerable people and key workers, our store managers will endeavour to accommodate requests for appointments outside of our core trading hours. We recommend you call the store of your choice directly to request this option.
Staying Safe - FAQs
At Sofology, the safety of our colleagues and customers comes first. Along with closely following the advice from the Government, we pride ourselves in taking responsible action and ensuring all possible safety measures are in place before reopening our stores. It's our mission to help everybody feel at home on a sofa they love.
Are you making deliveries?
Across, England, Wales and Northern Ireland we are currently delivering as normal, following all Government guidelines. Please be aware that at the moment deliveries may take a little longer to reach you than normal. The recently updated Scottish Government guidance allows us to make deliveries that are essential for our customers; our teams will contact our customers within Scotland in order to confirm their delivery is a requirement for them at this time, either on the day of delivery or beforehand.
What is essential?
A delivery would be classed as essential if it is a necessary requirement for a customer's household for its upkeep, functioning or health and safety. Click here for the latest update on our deliveries.
Are all of your stores open?
England, Scotland & Wales
Our stores in England, Wales and Scotland have now reopened. You can choose to book an appointment to benefit from a 1-to-1 consultation and beat the queues, or you can simply drop in during our opening hours to browse our ranges in person. If you can’t make it into our stores, you can still use our Sofologist Live video call service, call us, talk to our web chat team or browse online to view and order our full range of sofas.
Northern Ireland
Our store in Belfast is closed in accordance with the announced Northern Ireland Executive regulations until further notice. However, you can still shop with us online, or over the phone. All of our products in store, and more besides, are also available on our website. You can also use our Sofologist Live, telephone, web chat or website to access and order our full range of sofas and benefit from expert advice.
I have a question about my order, are customer service still available?
Yes. We're still here if you need to contact us. We ask that you please bear with us during these challenging times as we do our very best to continue to provide help to our customers. Our customer service colleagues can be contacted on 03444 81 81 81, or via WebChat.
What will the lead time be if I order a new sofa?
The lead time for each sofa differs depending on the range you choose. If you're shopping online you'll see an estimated lead time when you reach the basket stage. If you're in-store or placing an order with our colleagues over the phone, the Sofologist will be able to advise you of the lead time for the items you are interested in.
How are you keeping me and your delivery teams safe?
Please note: If you or a member of your family has tested positive for Covid-19, we will be unable to deliver to your home. Please contact us as soon as possible to rearrange. Or if you aren’t comfortable with having a delivery made to your home, please contact us as soon as possible to discuss this with us.
When we make deliveries we know the most important thing we can do is follow the Government's advice about social distancing. Additional time will be scheduled for all deliveries so that our delivery teams can explain the rules to you and ensure that they have plenty of time to adhere to the covid secure measures already in place when they make a delivery. They will ask you to stay at least 2m away from them throughout the delivery and we're also equipping them with Personal Protective Equipment including face masks and hand sanitiser. If possible, please stay in a different room while your sofa is installed.
Once your furniture is safely in place, our teams will wipe down any surfaces they have come into contact with and will use a contactless method of confirming the delivery has taken place. To keep our teams safe, our colleagues are empowered to politely refuse to complete a delivery if they believe the customer has symptoms associated with Coronavirus.
Can you do a doorstep delivery instead?
No. As our furniture is heavy and orders can include large items your order will need to be delivered into your home by our experts. This is the best and safest way to ensure there will be no damage to your items or your home. Our teams are specially trained to install our sofas into your room of choice, including fitting the feet and assembling any modular pieces. We are confident in the safety of our contact-free delivery procedures.
Can I collect my furniture?
Unfortunately not. Due to health and safety reasons our customer delivery centres are not suitable for customer collection.
Will your team come into my house and fully install my furniture?
Yes, if you're comfortable with this. We're able to complete a full installation service, fit feet and remove packaging as long as we can maintain at least a 2 metre distance from the customer at all times. We will discuss this with you before arranging your delivery.
Aren't in-home deliveries against the Government's social distancing guidelines?
Home deliveries are allowed under current Government guidelines. Deliveries can take place so long as nobody within the household is displaying symptoms of Coronavirus, and social distancing and hand hygiene practices are adhered to.
Are you testing your delivery teams and service managers for Coronavirus?
We will test the temperatures of our delivery colleagues and service technicians each day. Any colleagues suffering from Coronavirus symptoms, or living in a household with others suffering from Coronavirus symptoms, will be asked to stay at home. We're paying our employees sick leave so anyone who is suffering from the virus will be paid as normal.
I have a problem with my furniture, are your service managers still working?
Following government guidelines we can continue with technician visits at our customers’ homes. If you want to cancel/rearrange your technician appointment, please contact our customer support team who will be happy to help you.
Our Service Managers will call you ahead of their visit. The purpose of this call will be to ensure that you are happy for us to carry out the repair and that you are clear on the safety rules we need to follow during the visit.
When our technicians arrive at your home they will follow safety measures throughout their visit to keep both you and them safe following the Government’s guidelines on social distancing. If possible, stay in a separate room whilst the technician does their work.
Please note: If you or a member of your family has tested positive for Covid-19, we will be unable to send a technician to your home. Please contact us as soon as possible to rearrange your visit.
Will you remove my old sofa?
Our responsible removal service Sofa Rescue is still available via our partners, Clearabee. If you have already booked your Sofa Rescue, Clearabee will honour your request. If you have not already purchased Sofa Rescue please contact us or visit sofology.co.uk/sofa-rescue to learn more.
I'm worried I might not be able to keep up my finance payments, is there anything you can do?
We understand our customers might be facing uncertainty about their finances at this time. If you've already taken delivery of your product then you should speak directly with your finance provider - we're confident they’ll be able to listen to your concerns and discuss the available options with you.
If you're still waiting for your delivery and want to discuss the various finance options we have available, then please get in touch with us on 03444 81 81 81.
Can I cancel my order?
You can amend your order within the first 7 days of ordering, so if you have a change of heart or fancy a different colour, just let us know and we’ll help you switch. If it's been more than 7 days please contact our customer service team on 03444 81 81 81.
What safety measures do you have in your stores?
In order to keep all of our colleagues and customers safe we have implemented several measures in our stores. Government guidelines state that customers entering our stores must wear a face mask. Please safely dispose of all used face masks in the dedicated bins provided.
Luckily, our stores are large, making it much easier to keep a safe distance from our Sofologists and other shoppers. At busy times, we will need to limit the number of people in our stores which may mean you are asked to wait outside, at least 2m apart from other customers.
Once inside the store, you will be asked to follow the directional arrows to maintain a one way system as you browse. This will help to ensure that you are a safe distance from other shoppers at all times. Inside the store there will be several hand sanitiser dispensers that you are encouraged to make use of.
In-between customers we are also implementing enhanced cleaning. We will regularly test the temperatures of our colleagues. All consultations and transactions can be done contact free in-store or you have the option to return home and complete your order online if you prefer. We ask that anyone displaying any symptoms of Covid-19 does not enter any of our stores.
Can I make my visit to store quicker?
We understand that, given the current situation, you may wish to spend a little less time in-store than usual. We never want you to feel rushed to make a decision - choosing the right sofa takes time and careful consideration.
That's why our whole shopping experience is designed around being able to shop your way. You can visit us in-store to try out the sofas and then complete your order later at home using our website or by calling our sales teams on 0800 140 40 40. We also offer our Sofologist Live service which allows you to video call a colleague in store to take a closer look at any sofas, ask any questions you may have or even place an order.
If you'd like to skip the queue, we offer the option of making an appointment at your local store. You can visit us at a time that suits you and one of our colleagues will be expecting you.
How do I book an appointment?
You can book an appointment to visit us in-store or to video call us with our Sofologist Live feature. Select the date you wish to make your appointment and click on “book an appointment”. A series of available dates and times will be displayed to choose from, once you’ve booked we’ll email you a confirmation.
Are there any dedicated hours for the vulnerable and elderly or NHS workers?
Whilst we don't have specific hours dedicated to vulnerable people and key workers, our store managers will endeavour to accommodate requests for appointments outside of our core trading hours. We recommend you call the store of your choice directly to request this option.