- We are committed to the safety and integrity of proper use of your personal details and we use technical and organisation security measures to protect any personal details under our control.
You acknowledge and agree that we will have no liability for any incorrect information provided.
We shall not be liable for any loss, damage, injury or disappointment whatsoever which may be suffered by you (including without limitation direct, indirect, special or consequential losses) as a result of, or in connection with, the Offer except for any liability which cannot be excluded by law. Nothing shall exclude our liability for death or personal injury resulting from our negligence or for fraud.
We make no warranties in relation to any competitions and any implied warranties are excluded to the fullest extent permitted by law. Nothing in these Terms shall affect your statutory rights.
All intellectual property rights, including copyright, existing in and in relation to any competition and any content, characters or trading names used or associated with any competition belonging to Sofology Limited. These Terms apply between you and us. Unless expressly stated no other person may benefit or rely on these Terms. Any rights under the Contracts (Rights of Third Parties) Act 1999 are excluded to the fullest extent permitted by law.
We reserve the right to vary these Terms from time to time. Such variations shall be notified on our website or in store or otherwise notified to you using any contact details provided with any order.
If any provision of these Terms (or part of any provision) is found by any court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed not to form part of the Terms, and the validity and enforceability of the other provisions of this agreement shall not be affected. Where possible, if a provision of these Terms (or part of any provision) is found illegal, invalid or unenforceable, the provision shall apply with the minimum modification necessary to make it legal, valid and enforceable.
The Offer and these Terms shall be governed by and construed in accordance with English Law and subject to the exclusive jurisdiction of the courts of England.
At Sofology, we exclusively design the majority of our own furniture or in partnership with our skilled manufacturers worldwide. These designs are then manufactured by either a single manufacturer or placed with several, in order to ensure that volumes are met and that quality is maintained. As part of this process, we operate a constant improvement methodology where designs are updated and improved when necessary in order to both improve small details in the aesthetics or to improve performance or avoid issues. This means that our specifications may change without notice and that whilst our products remain essentially identical to the sample on display, there may be reasonable changes and updates made over time that mean it is not identical.
When you place an order, you will be asked to confirm the earliest possible date that you can accept delivery of your furniture. We refer to this as your Earliest Customer Acceptance (ECA) date. Once this date is set, it cannot be amended under any circumstances as our supply chain is reliant on it. In setting an Earliest Customer Acceptance (ECA) date, you agree to accept your furniture within 7 days of your goods becoming available for delivery.
The delivery charge is not reflected in the product price online or in store unless specifically stated. A full list of our delivery charges can be found here.
Delivery charges apply to all Sofology products unless otherwise stated. Selected ranges are available with standard delivery included. For further information regarding ranges with standard delivery included please see below.
Standard Delivery Included - Evangeline, Vivienne, Perle, Belgrade, Hollister, Frasier, Cristiana, Emperor, Persia & Anastasia.
Our Evangeline, Vivienne, Perle, Belgrade, Hollister, Frasier, Cristiana, Emperor, Persia and Anastasia ranges have standard delivery included in the price, this means there will be no additional charges added for standard delivery.
What Does Standard Delivery Mean?
The following qualifies as standard delivery:
- Deliveries made between Monday and Friday
- Deliveries made to UK mainland addresses
Will there be any additional charges?
Additional charges apply under the following circumstances:
- If a weekend delivery is selected by the customer
- Deliveries made to UK non-mainland addresses
What if an item from another range is purchased on the same order?
If you purchase an item from another range in addition to item(s) from the Vivienne, Perle, Belgrade, Hollister, Frasier, Cristiana, Emperor, Persia or Anastasia ranges, there will be no additional charges added for standard delivery. Additional charges will only apply as stated above.
Are there any other exclusions
If any item from this range goes into Clearance these items will be exempt from this inclusive delivery and any relevant delivery charges will apply.
What if I Can't Take Delivery When Agreed?
Should your goods arrive prior to your ECA date, we will store your furniture up to that date and 7 days beyond, free of charge. If you cannot accept delivery 7 days after your ECA date, you will incur automatic storage charges. This charge is applied due to warehouse storage constraints. Excess storage is calculated as a daily charge. Storage is available for a maximum of 21 days only, which consists of 7 days free storage and a maximum of 14 days chargeable. Storage charges must be paid in advance, with a delivery date set within the 21 day limit at the point of payment. Goods exceeding the maximum storage time or without payment for storage after the first 7 days will be restocked for resale. Goods restocked for resale will fall under the rules for cancellation. Please see the ‘Cancellation’ section for further information on cancellation charges.
Goods restocked for resale will be subject to any storage charges outstanding, which will be chargeable on top of any cancellation charges. Goods restocked for resale may require re-ordering as new from the supplier once all charges are paid in full. We recommend that where extended storage is required that it will be more cost effective to arrange delivery and self storage than to use our storage services.
What if My Delivery is Delayed?
Occasionally, delivery of goods can be delayed. This can be due to production issues, shortage of raw materials, a quality failure of components or materials or delays in shipping. In all of these cases we will endeavour to provide regular updates on progress. Sofology operate a unique on time delivery guarantee. This means that if your delivery extends greater than 7 days past agreed delivery date (subject to your ECA date having passed), you will be automatically entitled to a £50 reduction in your order value as part of our confidence and commitment to delivering your goods ahead of or on time.
If delivery is delayed or forecast to be delayed for a prolonged period, we will offer the option of re-selection to an alternative product.
What if My Furniture or Home is Damaged During Delivery?
Delivery of large and irregularly shaped furniture including sofas can be very difficult in many homes. There are often narrow doors, corridors and obstacles that restrict access and make installation difficult. Our delivery teams are trained to install your furniture successfully into your home without damage to either the furniture or your home. They will normally install it in a trouble free way and often against the odds, without incident. Inevitably, there will be occasions where fragile furniture is slightly or superficially damaged during installation. This is quite common and in order to provide for it, our teams carry spares for all of the furniture being delivered. They are also trained in and carry “first aid” equipment that can resolve most delivery issues such as scuffs on leather, transit marks and creases as well as many other minor issues.
In the unlikely event that a delivery team cannot resolve an issue, it will be reported to our in house service team who will usually be able to resolve it quickly and easily with a technician call out to your home. In order to reach you, your furniture has usually been through many processes and risks. It has been manufactured, loaded and unloaded several times, shipped and handled many times. It then faces its greatest moment of risk of damage during delivery and installation, so finally getting it into your chosen room means it is now safe and unlikely to be damaged. This is why it is much more successful to do simple repairs in your home, rather than to consider replacement of the furniture at this point.
When safely installed, it will not be subject to further risk and we find that most often, the cause of any initial damage to the original product will ironically re-occur with a replacement, incurring long delays in the process. With this in mind, we find that replacement is not usually an effective solution unless it can’t be avoided and we are confident in the ability of our technical team to correct any issue within your home to your full satisfaction. We ask you to consider this when making any such replacement request
By accepting installation you acknowledge that you understand the risks to both the furniture and your home during installation. This means that it is your responsibility to ensure our delivery teams have easy access to your room of choice and that the route is clear and free from any obstruction. Our delivery team will exercise to you reasonable care when installing furniture in your property.
To place an order requires a deposit to the value of 10% of the order value, or £100, whichever is greater, unless payment is by a qualifying low deposit finance agreement. Goods will remain the property of Sofology until such time as payment is made in full or where an approved and executed finance agreement is in place and delivery has been made.
All finance is subject to status. We will make an application on your behalf through one or more finance providers at the point of order. The finance provider will complete all necessary credit checks on the applicant and return an approved or failed status. Sofology have no influence over the status returned.
Orders will be placed for manufacture and/or stock goods allocated only after payment is approved. Some agreements will be delayed in decision making while status is checked, this is called referral.
Once approved, your credit agreement forms part of a linked and legally binding contract even when the agreement is without a deposit. This means that by entering into such an agreement, you are obliged to pay the specified amount as detailed on your finance agreement. Transferring orders from cash or credit card payment onto finance after the date of purchase will only be possible at the discretion of Sofology and is subject to status and approval.
IFC is available with flexible repayment terms. Choose to repay over a term of 12 - 48 months. IFC is available at 0% APR, deposit and minimum spend applies, please speak to a Sofologist for further information The interest rate is fixed for the duration of the agreement, however if you miss a payment the lender may charge you late payments fees (please refer to your lender for such charges). You have the right to repay all or part of the credit early at any time. Sofology is the Broker not the Lender.
Buy Now, Pay Later
Sofology no longer offer BNPL as a payment option. If you are already on a BNPL payment plan click here.
Delivery to an address other than that of the cardholder or collection from a distribution centre
Where a finance agreement is in place for full or part payment of the order, identification and electronic signature must be supplied prior to delivery. We are unable to deliver to an address other than that of the card holder and/or the address noted on any finance agreement where the relevant documents have not been supplied in person at the store. For delivery to an address other than that of the cardholder, all outstanding balances must be paid by either cash or secure chip and pin. Not all finance providers support the option of delivery to an address other than that on the agreement. This may limit your options in obtaining credit.
Clearance furniture consists of (but is not limited to) ex-display, discontinued products, cancelled orders or "Like new" furniture. Clearance furniture will be free from major defect but is not in a new condition and is therefore reduced to reflect this. Clearance furniture is processed by our technicians before delivery at one of our distribution centres. When buying clearance furniture, it is important to note that the furniture seen on display will not always be the furniture received.
This furniture is offered for sale from a pool of stock held at both stores and distribution centres, so your order may be fulfilled from elsewhere. Availability is subject to location and product is exclusive to the store of purchase. We will require your postcode in order to assess availability.
"Clearance stock" is fast moving and is sold subject to availability on a 'first come first served' basis. Available in store or via our Direct Sales Team.
Clearance Payment and Delivery
The order must be paid for at the point of sale and delivery accepted within 14 days of purchase. Collection is not permitted and standard delivery rules apply.
Methods of payment accepted are:
- Debit/Credit Card
- Finance, subject to status, approval and, minimum order value of £500. Please see full terms and conditions for further information. Sofology are the Broker and not the Lender.
Our 20 Year Structural Guarantee covers your furniture against manufacturing defects or failures of the frame construction and suspension (springs or webbing). This does not apply to the fabric or leather.
Warranty excludes accidental damage and wear and tear. Warranty covers domestic use only.*
"Rehome me furniture" consists of (but is not limited to) furniture that has been returned from a customer. The furniture will have been inspected by one of our fully qualified upholsterers and will be free from major defects. The price is reduced to reflect its non new status and the furniture will not be in a new condition.
"Rehome me" product is fast moving and is sold subject to availability on a 'first come first served' basis.
This event is available in most stores, excluding:
Payment and Delivery
The order must be paid for at the point of sale and delivery accepted within 14 days of purchase. Finance options are not available for furniture that is in this category. Collection is not permitted and standard delivery rules apply.
Methods of payment accepted are:
- Debit/Credit Card
Sofashield and additional warranty services are not available on "rehome me" furniture.
Our 2 Year Structural Guarantee covers your furniture against manufacturing defects or failures of the frame construction and suspension (springs or webbing). This does not apply to the fabric or leather.
Warranty excludes accidental damage and wear and tear. Warranty covers domestic use only.*
The Sofology extended 20 year warranty does not apply.
Your Non-cancellable order
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, items and colours will be thoroughly checked and verified by you and your Sofologist. In confirming your order, you agree that the order and its contents are correct. Once completed, your order forms part of a legally binding contract, which cannot be cancelled by either party without charge.
Orders are not subject to cancellation without charge under any circumstances.
We find that most customers wishing to cancel have underlying reason for doing so that often relate to a wrong choice or other furniture related issues. As such we are committed to finding an alternative solution including re-selection to other furniture, a change of payment method or change of combination and will help with a solution where possible.
Where we cannot reach a final, alternative solution and cancellation remains as the only option, a cancellation charge of 30% of the order value plus any delivery and re delivery costs will be forfeit or due. Any amount paid over 30% will be given to you as a credit note and can be used as part or full payment for furniture for up to 6 months after cancellation. Where goods are cancelled under distance selling regulations, the cancellation charge will not be applied. Please refer to the “Web orders and distance selling regulations” section for further information around processes and costs associated.
Please see the ‘what if it doesn’t fit’ section for further information on cancellation charges.
Amending your Order
We often find that our customers need to amend or confirm combinations and colours after placing their initial order. Amending your order is a free of charge option that is only possible within 48 hours of purchase. Please contact your original store of purchase to effect such changes. After 48 hours, there will be a cancellation/administration charge of 30% for each item that you wish to change on your order. This cost covers any charges incurred by Sofology for processing, transporting, restocking and/or manufacturing costs with the suppliers. Please see the ‘'Cancellation' section for further information on cancellation charges.
What if it Won't Fit?
Although we understand the difficulties in checking access routes, door sizes and corridors for delivery of oddly shaped sofas and furniture, it is always your final responsibility to ensure that your new furniture will fit into your home. If we are unable to deliver your furniture but access is viable, we will normally attempt a second delivery with a different delivery team completely free of charge to you. This is because often there are several ways to approach the installation and every delivery team is different. In the infrequent cases where it is not possible to install all or selected items of furniture, we will endeavour to find a solution to exchange the order for furniture that will install more easily at minimal charge. All cases are dealt with on a case by case basis and at the discretion of Sofology in the hope of finding an alternative to the cancellation of the order. Please see the ‘Cancellation' section for further information on cancellation charges.
Unsuitable on Delivery
In an effort to avoid such situations, the Sofology team support our customers at the point of sale to assist you in choosing appropriate products based on information provided, followed by your verification and confirmation of the order. Once an order is raised and confirmed by you the customer, the specific goods are allocated/released to our suppliers to enter manufacture. As such, the suitability of the product is your full and complete responsibility once confirmed at the point of order. If you deem that your goods are unsuitable for any reason, your order will become subject to the rules for cancellation. Please see the 'Cancellation' section for further information on cancellation charges. Web or telephone orders where goods have not been inspected in store are subject to distance selling rules. See ‘Web orders and distance selling regulations’ for details.
Web Orders and Distance Selling Regulations
The following applies only to orders placed online, by mail order or by telephone on the web, for items not inspected in one of our retail stores.
Orders considered to fall under the distance selling regulations are subject to a 14 day return or exchange right. This must be requested in writing in the period immediately following the day of delivery. This period is to help you to inspect the goods and correct any wrong choices made without having the benefit of seeing the furniture prior to purchase. As such, it is not a period where you can make normal use of that furniture and impact its condition. Until returned, the furniture is under your ownership and it will be your responsibility to maintain and protect it, keeping it in "as new" condition. Failure to return goods in perfect condition may result in additional charges. We recommend that goods are kept and returned in the appropriate packaging to minimise risk.
Return of the items to Sofology in these circumstances is your responsibility and must be actioned to your closest distribution centre. As many of our customers do not have access to appropriate delivery vehicles or professional teams who can care for the product, we can offer this service subject to a charge of up to 20% of the value of each item returned, plus any claim for deterioration in condition.
Please contact our Customer Experience team in writing should you feel that you would like to exchange or return your furniture.
Campaigns & Competitions
Be in with a chance of winning a £500 Sofology voucher to spend in store.
This offer is provided by Sofology Limited (company no. 1778734) registered address is Golborne Point, Ashton Road, Golborne, Warrington, WA3 3UL (“we/us”).
To participate in the competition you must:
- Be a resident in the UK;
- Be over the age of 18 years old;
- Upload your Sofology Sofa picture on Instagram
- Use the #sofologyhome
The competition opens at 9am on Wednesday 3rd April 2019 and will be launched on Instagram only. A winner will be selected by the general public* every month and will be contacted by Sofology directly before the 28th of every month. If no response is received another winner will be selected. Entering the competition allows Sofology to use any written content and imagery in further marketing activities.
Sofology hold all rights to cease this competition at any time, without notice given.
*Random images will be selected and entered onto the voting platform, sofological.sofology.co.uk. There will be an open voting function.
- There is a £500 Sofology Voucher up for grabs every month to spend on a purchase of your choice in one transaction. This voucher cannot be used to pay off existing sofa balances. New transactions only.
- There are no alternatives available as this is a gift and non-refundable and/or returnable. The order must be placed in the competition winners name to claim the prize.
- Voucher redeemable in store only.
- Voucher for use on furniture and occasional goods only. (Excludes delivery and care products)
I purchased my Sleepology Mattress before 6th December.
Sofology Complaints Procedure Online
When to contact a store with an issue
Stores can help you with questions and queries prior to delivery of your goods only. This means that payment queries, questions about delivery or about the product itself are always best handled by store.
What to do if you are unhappy
Your satisfaction is important to us, so if you are unhappy with your furniture or the service you have received we would like to hear about it. For details on how to get in touch please click on “contact us” and select the relevant enquiry type.
Make a complaint
If after speaking to us you remain unhappy, please email our resolutions team at [email protected]. Alternatively you can write to us at:
Sofology Escalations Team
Our Escalations Team will always work hard to ensure a fair resolution is agreed. However, if you are not happy with this resolution you have the right to refer your complaint to the Furniture Ombudsman of whom Sofology are full members. Their contact details are:
Complaints relating to finance
If you have a finance related complaint, please contact us as above. We will send you an acknowledgement email/letter within five days of receiving your complaint.
Our resolutions team will send you regular updates in regards to the process of your complaint. A final response will be issued to you in writing within eight weeks of receiving your complaint.
Occasionally we may require further information from you to aid in our response. This means a final response may take longer than eight weeks. If we think we will exceed the eight week resolution period we will inform you within good time.
If you are unhappy with our response to your complaint or you do not agree with the outcome you have the right to refer your complaint to the Financial Ombudsman Service (FOS). You can do this by visiting their website at: http://www.financial-ombudsman.org.uk or you can call them on: 0800 023 4567. You can also write to them at the following address:
Financial Ombudsman Service
THE FURNITURE OMBUDSMAN
Sofology is a registered member of The Furniture Ombudsman. Their contact details are:
20 Year Structural Guarantee
Effective on purchases from the 11th July 2017 Sofology provides you with a 20-year structural guarantee. For purchases made prior to the 11th July 2017, the duration of the guarantee will be 10 years, however the conditions of the guarantee will remain unchanged.
What it Covers
Our 20 Year Structural Guarantee covers your furniture against manufacturing defects or failures of the frame construction and suspension (springs or webbing).
Included in the Guarantee we cover your furniture for manufacturing defects for 2 years on:
- Recliner mechanisms
- Electrical components such as sound docks or refrigerators
Both the 20-year structural guarantee and the 2-year guarantee apply under normal, non-commercial use on orderable and ex-display furniture.
What it Doesn't Cover
The Guarantee does not cover your furniture against accidental or deliberate damage or where fabric or leather has failed as a result of exposure to chemicals or biofluids.
Exclusions to the guarantee include:
- Wear & Tear
- Misuse (Accidental or Deliberate)
- Failure to maintain
- Commercial use
- "Rehome me furniture"
We recommend using one of our care kits to keep your furniture in the best possible condition for as long as you own it. This Guarantee is non-transferable if you choose to sell or donate your furniture to someone else.
Provision of warranties is for domestic end users only. Goods purchased for commercial use are covered by a statutory 12 month warranty only. It is the responsibility of the business to ensure that the products purchased meet the standards required for the environment in which they will be used. This means that for commercial uses we cannot accept any responsibility or liability for safety standards or compliance where we have not specifically supplied safety certification in writing for use of the product in that environment. Sofashield services are not available to commercial or business users.
Service Under Your Warranty
Our Customer Experience team are on hand to help with any issues you may experience with your furniture. As a handmade product, upholstery can require service from time to time, and our team of fully trained technicians are on hand and can rectify most issues in a single visit. It is important to note that we often find that aftercare issues can be avoided by correct care and maintenance. Many of the issues we attend are for the results of a lack of or insufficient daily maintenance, incorrect cleaning or usage outside of the manufacturer’s guidelines such as sitting on arms etc. Please pay special attention to care information provided at the point of sale and the simple dos and don’ts contained within.
Our service teams are also on hand to discuss how to maintain and care for your furniture to keep it in the best condition. They can also often provide supplementary informative materials to help you to avoid damage and incorrect maintenance. Our process around warranty service relies on the accurate identification of an issue or characteristics. This means that we will require detailed information from you and that it is necessary for you to contact us when you are with the furniture and can answer questions related to it. Our process may involve you carrying out limited and simple actions to troubleshoot and rectify any minor issue.
Where in home service is then required, our endeavour is to provide a fast single visit solution. This means that based on the information provided by you we will ensure that we are prepared for the visit and will ensure that we are equipped with any parts needed. Our service level is to make a technician available within 3 working days, subject to parts needs or to make a visit and solution within 10 days in all cases. Where there is a longer lead time for parts, we will make you aware of this and make a visit immediately available when the parts arrive. This will be limited to a maximum order time of 12 weeks, when another alternative solution will be provided.
We operate a large team of highly skilled upholstery technicians. They are skilled in upholstery, fabric repair and leather colouration and repair. If you have damaged your furniture and require service, we can offer it at low rates and will do so to all of our customer base. Unfortunately we do not offer service on furniture supplied elsewhere. Please contact our Customer Experience team to review your needs and to book a visit. We will aim to resolve all issues in a single call out and will charge only a standard call out fee (covering one hours work), excess time charge and for any parts required to complete the repair.
For queries about Sofashield, please contact Castelan on 0370 320 0333.
Contacting Your Local Store
Stores can help you with questions and queries prior to delivery of your goods only. This means that payment queries, questions about delivery or about the product itself are always best handled by store. Find My Nearest Store