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, Scotland, Wales and Northern Ireland we are 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.
For the latest update on our deliveries, please click here.
Are all of your stores open?
England, Scotland, Wales & Northern Ireland
All of our stores in England, Scotland, Wales and Northern Ireland are open. You can choose to book an appointment to benefit from a 1-to-1 consultation, 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.
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, our delivery teams will ask you to stay at least 2m away from them throughout the delivery and will be wearing face masks. If possible, please stay in a different room while your sofa is installed and ensure windows are open.
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.
Are in-home deliveries against the social distancing guidelines (where these are still in place)?
Home deliveries are allowed under all current 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.
Equally any colleagues suffering from Coronavirus symptoms, or living in a household with others suffering from Coronavirus symptoms, will be asked to stay at home.
I have a problem with my furniture, are your service managers still working?
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 guidance to follow during the visit.
When our technicians arrive at your home they will continue to follow safety measures throughout their visit including social distancing. If possible, stay in a separate room whilst the technician does their work and ensure the windows are open.
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?
It is still mandatory for Sofologists and customers to wear a mask in our stores in Wales, Scotland and Northern Ireland. In England, wearing a mask is now optional in our stores but encouraged - our colleagues will continue to wear masks and we will continue to provide masks for those who wish to wear one. Please safely dispose of all used face masks in the dedicated bins provided.
As some restrictions start to lift, we know that the most important things we can do to continue to protect ourselves and others is to maintain social distance and practice good hygiene. That’s why, when you visit our stores, you’ll find that measures are in place to ensure you can still stay a safe distance apart from our colleagues and other customers.
Luckily, our stores are large, making it much easier to keep a safe distance from our Sofologists and other shoppers. At busy times, we may need to limit the number of people in our stores.
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.
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.
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, Scotland, Wales and Northern Ireland we are 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.
For the latest update on our deliveries, please click here.
Are all of your stores open?
England, Scotland, Wales & Northern Ireland
All of our stores in England, Scotland, Wales and Northern Ireland are open. You can choose to book an appointment to benefit from a 1-to-1 consultation, 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.
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, our delivery teams will ask you to stay at least 2m away from them throughout the delivery and will be wearing face masks. If possible, please stay in a different room while your sofa is installed and ensure windows are open.
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.
Are in-home deliveries against the social distancing guidelines (where these are still in place)?
Home deliveries are allowed under all current 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.
Equally any colleagues suffering from Coronavirus symptoms, or living in a household with others suffering from Coronavirus symptoms, will be asked to stay at home.
I have a problem with my furniture, are your service managers still working?
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 guidance to follow during the visit.
When our technicians arrive at your home they will continue to follow safety measures throughout their visit including social distancing. If possible, stay in a separate room whilst the technician does their work and ensure the windows are open.
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?
It is still mandatory for Sofologists and customers to wear a mask in our stores in Wales, Scotland and Northern Ireland. In England, wearing a mask is now optional in our stores but encouraged - our colleagues will continue to wear masks and we will continue to provide masks for those who wish to wear one. Please safely dispose of all used face masks in the dedicated bins provided.
As some restrictions start to lift, we know that the most important things we can do to continue to protect ourselves and others is to maintain social distance and practice good hygiene. That’s why, when you visit our stores, you’ll find that measures are in place to ensure you can still stay a safe distance apart from our colleagues and other customers.
Luckily, our stores are large, making it much easier to keep a safe distance from our Sofologists and other shoppers. At busy times, we may need to limit the number of people in our stores.
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.
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.
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, Scotland, Wales and Northern Ireland we are 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.
For the latest update on our deliveries, please click here.
Are all of your stores open?
England, Scotland, Wales & Northern Ireland
All of our stores in England, Scotland, Wales and Northern Ireland are open. You can choose to book an appointment to benefit from a 1-to-1 consultation, 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.
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, our delivery teams will ask you to stay at least 2m away from them throughout the delivery and will be wearing face masks. If possible, please stay in a different room while your sofa is installed and ensure windows are open.
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.
Are in-home deliveries against the social distancing guidelines (where these are still in place)?
Home deliveries are allowed under all current 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.
Equally any colleagues suffering from Coronavirus symptoms, or living in a household with others suffering from Coronavirus symptoms, will be asked to stay at home.
I have a problem with my furniture, are your service managers still working?
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 guidance to follow during the visit.
When our technicians arrive at your home they will continue to follow safety measures throughout their visit including social distancing. If possible, stay in a separate room whilst the technician does their work and ensure the windows are open.
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?
It is still mandatory for Sofologists and customers to wear a mask in our stores in Wales, Scotland and Northern Ireland. In England, wearing a mask is now optional in our stores but encouraged - our colleagues will continue to wear masks and we will continue to provide masks for those who wish to wear one. Please safely dispose of all used face masks in the dedicated bins provided.
As some restrictions start to lift, we know that the most important things we can do to continue to protect ourselves and others is to maintain social distance and practice good hygiene. That’s why, when you visit our stores, you’ll find that measures are in place to ensure you can still stay a safe distance apart from our colleagues and other customers.
Luckily, our stores are large, making it much easier to keep a safe distance from our Sofologists and other shoppers. At busy times, we may need to limit the number of people in our stores.
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.
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.
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.