Covid-19 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 all of your stores open?
Yes, all of our stores are now open. We tested our safety measures in our Bolton, Leicester and Milton Keynes stores and found that they were successful in keeping our customers and colleagues safe.
We are also still open for business online or over the phone. All the products displayed in our stores, and more besides, are available on our website. You can use our Sofologist Live, telephone, web chat or website to access and order our full range of sofas and benefit from expert advice.
To safeguard our colleagues and customers, we are only offering a limited number of deliveries from each distribution centre but your estimated delivery date at the time of purchase will reflect this.
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 a good standard of service. Our customer service colleagues be contacted 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.
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 from our store pages. Select the store you'd like to visit and click on 'book an appointment'. A series of available dates and times will be displayed to choose from. We'll then email you confirmation of your appointment.
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.
What will the lead time be if I order a 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.
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.
Are you making deliveries?
From 1 June we will start to make a limited number of deliveries from each of our distribution centres, giving priority to those whose delivery had to be cancelled as a result of the pandemic. Anyone awaiting their order will be contacted as soon as they are able to book a delivery date. Please be understanding that we are running a reduced team so it may take a little longer to reach you than usual. In the meantime, please don’t worry, your furniture is safely stored in our warehouse, ready to come home to you. We apologise for any inconvenience and we'll be in touch as soon as we can to arrange your delivery.
How are you keeping me and your delivery teams safe?
When we start to make deliveries we know the most important thing we can do is follow the Government's advice about social distancing. Our teams 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.
My furniture is on order but according to 'track my order' it is going to be longer than quoted. What happens now?
Please don't worry, although we haven't been able to meet the original delivery time, your furniture is still on order and is simply on hold by us until we're able to deliver. All outstanding orders are being prioritised and we'll be in touch as soon as we can to rearrange delivery.
What will happen to my furniture if you can't deliver it now?
Please don't worry, your furniture is safely stored in our warehouses until we are able to schedule a delivery.
I have a problem with my furniture, are your service managers still working?
Following government guidelines we are commencing technician visits from 1st June. We will be in contact shortly to arrange your visit.
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 for Coronavirus?
We will test the temperatures of our delivery colleagues 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.
Is it fair to make your teams deliver?
All colleagues who have returned to work have volunteered to do so. We have asked only those delivery colleagues that feel safe and well to return to their normal duties. All Sofology colleagues are being paid during the pandemic if they can't work or aren’t comfortable to do so.
Can I collect my furniture?
Unfortunately not. Due to health and safety reasons our customer delivery centres are not suitable for customer collection.
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.
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.
Covid-19 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 all of your stores open?
Yes, all of our stores are now open. We tested our safety measures in our Bolton, Leicester and Milton Keynes stores and found that they were successful in keeping our customers and colleagues safe.
We are also still open for business online or over the phone. All the products displayed in our stores, and more besides, are available on our website. You can use our Sofologist Live, telephone, web chat or website to access and order our full range of sofas and benefit from expert advice.
To safeguard our colleagues and customers, we are only offering a limited number of deliveries from each distribution centre but your estimated delivery date at the time of purchase will reflect this.
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 a good standard of service. Our customer service colleagues be contacted 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.
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 from our store pages. Select the store you'd like to visit and click on 'book an appointment'. A series of available dates and times will be displayed to choose from. We'll then email you confirmation of your appointment.
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.
What will the lead time be if I order a 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.
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.
Are you making deliveries?
From 1 June we will start to make a limited number of deliveries from each of our distribution centres, giving priority to those whose delivery had to be cancelled as a result of the pandemic. Anyone awaiting their order will be contacted as soon as they are able to book a delivery date. Please be understanding that we are running a reduced team so it may take a little longer to reach you than usual. In the meantime, please don’t worry, your furniture is safely stored in our warehouse, ready to come home to you. We apologise for any inconvenience and we'll be in touch as soon as we can to arrange your delivery.
How are you keeping me and your delivery teams safe?
When we start to make deliveries we know the most important thing we can do is follow the Government's advice about social distancing. Our teams 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.
My furniture is on order but according to 'track my order' it is going to be longer than quoted. What happens now?
Please don't worry, although we haven't been able to meet the original delivery time, your furniture is still on order and is simply on hold by us until we're able to deliver. All outstanding orders are being prioritised and we'll be in touch as soon as we can to rearrange delivery.
What will happen to my furniture if you can't deliver it now?
Please don't worry, your furniture is safely stored in our warehouses until we are able to schedule a delivery.
I have a problem with my furniture, are your service managers still working?
Following government guidelines we are commencing technician visits from 1st June. We will be in contact shortly to arrange your visit.
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 for Coronavirus?
We will test the temperatures of our delivery colleagues 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.
Is it fair to make your teams deliver?
All colleagues who have returned to work have volunteered to do so. We have asked only those delivery colleagues that feel safe and well to return to their normal duties. All Sofology colleagues are being paid during the pandemic if they can't work or aren’t comfortable to do so.
Can I collect my furniture?
Unfortunately not. Due to health and safety reasons our customer delivery centres are not suitable for customer collection.
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.
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.
Covid-19 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 all of your stores open?
Yes, all of our stores are now open. We tested our safety measures in our Bolton, Leicester and Milton Keynes stores and found that they were successful in keeping our customers and colleagues safe.
We are also still open for business online or over the phone. All the products displayed in our stores, and more besides, are available on our website. You can use our Sofologist Live, telephone, web chat or website to access and order our full range of sofas and benefit from expert advice.
To safeguard our colleagues and customers, we are only offering a limited number of deliveries from each distribution centre but your estimated delivery date at the time of purchase will reflect this.
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 a good standard of service. Our customer service colleagues be contacted 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.
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 from our store pages. Select the store you'd like to visit and click on 'book an appointment'. A series of available dates and times will be displayed to choose from. We'll then email you confirmation of your appointment.
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.
What will the lead time be if I order a 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.
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.
Are you making deliveries?
From 1 June we will start to make a limited number of deliveries from each of our distribution centres, giving priority to those whose delivery had to be cancelled as a result of the pandemic. Anyone awaiting their order will be contacted as soon as they are able to book a delivery date. Please be understanding that we are running a reduced team so it may take a little longer to reach you than usual. In the meantime, please don’t worry, your furniture is safely stored in our warehouse, ready to come home to you. We apologise for any inconvenience and we'll be in touch as soon as we can to arrange your delivery.
How are you keeping me and your delivery teams safe?
When we start to make deliveries we know the most important thing we can do is follow the Government's advice about social distancing. Our teams 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.
My furniture is on order but according to 'track my order' it is going to be longer than quoted. What happens now?
Please don't worry, although we haven't been able to meet the original delivery time, your furniture is still on order and is simply on hold by us until we're able to deliver. All outstanding orders are being prioritised and we'll be in touch as soon as we can to rearrange delivery.
What will happen to my furniture if you can't deliver it now?
Please don't worry, your furniture is safely stored in our warehouses until we are able to schedule a delivery.
I have a problem with my furniture, are your service managers still working?
Following government guidelines we are commencing technician visits from 1st June. We will be in contact shortly to arrange your visit.
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 for Coronavirus?
We will test the temperatures of our delivery colleagues 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.
Is it fair to make your teams deliver?
All colleagues who have returned to work have volunteered to do so. We have asked only those delivery colleagues that feel safe and well to return to their normal duties. All Sofology colleagues are being paid during the pandemic if they can't work or aren’t comfortable to do so.
Can I collect my furniture?
Unfortunately not. Due to health and safety reasons our customer delivery centres are not suitable for customer collection.
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.
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.