Frequently Asked Questions

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FAQs

Delivery / Orders information

How much does delivery cost?

We now offer a FREE delivery service across the majority of the UK, from our factory direct to your room of choice. Some postcode areas will incur a delivery surcharge, and these are listed on our delivery page.

Can I change the delivery address?

Yes – just contact us via email and we will change your delivery address. If you contact us after your order has left the couriers you may incur additional delivery costs, as the goods would need to be returned to our courier warehouse and re-booked and therefore this would be classed as a re-delivery and incur new delivery charges.

Can you take away my existing furniture?

Yes, we can take away any like for like size furniture, for an additional fee of £75 per item. For example. If you are ordering a 3 seat sofa, then the delivery company can take away any 3 seat sofa of equivalent size, or less. They are unable to take away a large corner sofa, if you are ordering a chair. This is due to the space needed on the van. The service can be booked at time of ordering by selecting ‘Existing furniture removal service’.

Do you assemble the furniture?

Unfortunately, we do not assemble, although most of our furniture simply needs the legs attaching – please see the individual product pages for more information.

Do you unpack the furniture and take the packaging away?

This service can be booked through our website when placing your order, for an additional fee of £25. This price covers the complete order, up to 4 items. If you are ordering more than 4 items, please contact our customer services team on [email protected] for a quote.

Please note that in the unlikely event you may need to return anything, your furniture must be re-packaged using the original packaging, so if you are still unsure whether you want to keep your furniture when it has been unpacked, then please keep this until you are sure you are happy with your purchase.

Can I specify my delivery date/delay my order?

We cannot delay production once you have placed your order, but it is possible for our delivery company to hold this a little longer for you. However, if this is any longer than 3 weeks, you will incur storage charges as detailed below:

Up to 3 weeks after your estimated delivery date	no additional charge
3-6 weeks after your estimated delivery date	£50 per item
Over 6 weeks after your estimated delivery date	£20 per week, per item
3 months or over, after your estimated delivery date	your order will be disposed of and you will no longer be entitled to a refund

The delivery company will always try and accommodate your date requirements, but they can’t always guarantee specific dates. Please just let us know your preferences, so we can inform them in advance.

Do all deliveries arrive in the time specified?

The vast majority of our orders are despatched in accordance with our estimated dates. However, if you do live in a remote Scottish location, delivery may take a further 1-3 weeks. Please refer to our delivery information for further details of the postcodes that are affected.

Can I receive my order quicker than the website delivery dates?

Because we manufacture all our furniture to your specific order and we have a strict production schedule, we cannot produce any quicker than stated.

Is the payment information you provide to our store secure?

Yes, it is. Online security is extremely important to us, and you can be assured this is our priority.

Do we issue VAT invoices?

Yes, but we can only issue this after you have received your delivery. If you need a VAT invoice, just send us an email request at [email protected] and we will email this to you.

Can you get a VAT refund on furniture purchased at our store?

Our SLF24.co.uk store does not have the ability to operate as a retail seller. As a result, it is not possible to deduct the VAT from products purchased on our website.

Is it possible to pay on delivery or by cheque?

Unfortunately, we do not accept cheque payments. We also do not support the payment on delivery option.

Is it possible to place orders via telephone?

Orders can only be placed via the store’s website. We do not accept orders via telephone. If you are experiencing issues with placing an order, please feel free to contact us. We will help you go through the entire order process, step by step.

Order lead time – how long do you need to wait for your dream furniture?

On our store’s website, we provide the estimated completion time of every order. We do our best to make the stated time realistically feasible and to match your expectations. If you wish to know more about deliveries, please check delivery information

Is your data secure at our store?

Online security is extremely important to us and you can be assured this is our priority. We use the data you provide us with only for the purpose of learning what interests you the most and what products you prefer. Through this we want to offer you the best product quality possible.

Would you like to tell us more about delivery to your house or apartment?

Feel free to contact us. Any additional information you may have to help our delivery company find your house, just let us know and we can make sure they have information for when they deliver.

When will I know my confirmed delivery date?

The courier will contact you a couple of days before your estimated delivery dates to book the date with you. If the first date they offer is not convenient for you, they will offer an alternative date to fit in with you and your schedule. Once you have confirmed the date, they will contact you the day before your delivery with an estimated time slot.

Would you like to know the status of your order?

We will send you a tracking link in your order update email (around 3-5 days after you have placed your order). We do try and keep you updated via email every step of the journey from order to shipment, but if you still require additional information, just contact us.

What if I am not at home on the date of the planned delivery?

You will be given a choice of dates from our delivery company, so don’t worry they won’t just turn up unannounced. Therefore there should be no reason why you wouldn’t be there. However, if due to unforeseen circumstances you are not at home when the courier arrives, your delivery will be returned to the couriers warehouse. With your consent, we can send the goods again; however, you may be charged additional shipping fees. We recommend that you plan the delivery of your goods carefully and if you think there may be any problems with your delivery, just let us know in advance and we can help re-arrange.

You have received a product, but there is a part missing, e.g. legs

Transporting furniture is not easy. We strive to ensure maximum safety of the transported products and legs are often stored inside the furniture piece. If a zipper lock is visible, then the legs are concealed inside.

If you still cannot locate them, just let our claims department know by clicking on this link and complete the form. Please include the required photos and give as much detail as possible to help us resolve the issue.

Have you received an incorrect item? What do you need to do now?

In the first instance, please contact us and our consultants will do all they can to resolve your issue.

My order arrived damaged – what now?

Any damages ideally need to be reported at time of delivery and if that isn’t possible, then within 24 hours of you receiving your order.

Please click on this link and complete a claims form. Please include the required photos and give as much detail as possible to help us resolve the issue.

Product / Ordering Information

Is the furniture assembled?

The vast majority of our sofas and chairs are assembled except for the legs/feet. This is to avoid them getting damaged in transit. So therefore you would just need to simply attach these when you receive it.

Do we have a showroom/retail store?

We are primarily an online company and therefore don’t have a retail store. However, we do have a small showroom in Worcestershire, where we have a selection of our models for you to see. The showroom is operated on an appointment only basis, so please call/text us on 07859 917407 or email [email protected], with your preferred date and time and we will get back to you with a confirmed appointment slot. The address is: SLF24 Ltd, Unit 20, Top Barn Business Centre, Worcester Road, Holt Heath, Worcester WR6 6NH.

If you can’t make the trip to Worcestershire then it might be helpful to look at our Instagram page as there are lots of customer images there that might help you: https://www.instagram.com/slf24_sofas/ or you could look at our customer image gallery: https://slf24.co.uk/my-picture/

Is it possible to select any fabric or leg design for the furniture?

All our furniture is only available in the fabric/leg options as detailed on the individual product pages.

Can I have the furniture upholstered in my own custom fabric?

At this moment, we only supply furniture made with the fabrics indicated on our website. We strive to make the palette of material colours and textures as varied as possible so that everyone can find something to suit them and their interior design.

Can we provide material samples?

Yes, you can order swatches through our website, if you need to see any of the fabrics: https://samples.slf24.co.uk/. You can choose up to 6 samples and you should receive them approximately 5-7 days from receipt of payment. Fabric samples are free of charge, but you will need to pay £5 in advance for delivery costs. If you go ahead with an order, you will receive a voucher code for the £5 charge to be used against your purchase.

Can you explain further the difference between a left and right corner sofa/sofa bed?

A right-hand sofa has the long chaise part on the right as you are looking at it face on. So therefore, when you are sitting on it the long chaise part is to your left. The left-hand sofa is just vice versa.

Some of our sofas are universal corners though and this means you can choose the side you want the chaise to be when it is delivered as it is delivered in 2 parts, and you have to assemble.

Do we ever run out of stock?

The simple answer is no, as all our furniture is handmade to order, just for you.

Is our furniture covered by a warranty?

We give a 12-month warranty on all our furniture, which covers anything deemed to be a manufacturing fault by an independent furniture repair specialist.

Does the furniture comply to all current FR standards?

All our upholstered furniture fully complies to UK fire regulation standards BS5852 and therefore meets The Furniture and Furnishings (Fire) (Safety) Regulations 1988 (amended 1989 and 1993).

Is the wood used in the furniture sustainably sourced?

Our suppliers for the wood - which is used in the frames and some legs - have FSC certification, which provides us, and you, with a guarantee that the wood we use comes from forests managed in a sustainable way. This means that every tree that is cut down is replaced with a new one. We use organic adhesives and eco-friendly water-based varnishes. The wood waste in the factory is turned into fuel – eco-friendly wood pellets – that are in turn used to heat the manufacturing plant and offices.

Do we offer payment plans?

We offer a number of payment plans:

PayPal - this involves you setting PayPal Credit up directly with PayPal and your payment contract would be with them, not SLF24, but it would allow you to spread the cost over 4 months.
Klarna - this involves you setting an account directly with Klarna and your payment contract would be with them, not SLF24, but it would allow you to either delay payment for 30 days or spread the cost over 3 months.

For more details, please refer to our finance information.

Can I have a VAT invoice?

Yes, it is possible for us to send you a vat invoice, but only after we have delivered the furniture to you. If you can send us an email request once you have received your sofa and we will send it over to you.

Can we take your existing furniture away?

How do I clean the furniture?

All our cleaning instructions are available to look at in the fabric specification on each of our furniture website pages.

Are there any extra hidden charges since Brexit?

Our sofas are made in Europe, but we are a UK company. You will not be charged any extra taxes since Brexit. The price you see on the website is the price you pay.

Can I buy spare parts ie. cushions/legs?

Unfortunately, this is not something we are currently able to offer.

Can I send you a picture of my new furniture for you to feature on the website?

Yes of course. We always love to see our furniture in real life situations as do our customers. Just email us an image to [email protected] and as a thank you we will send you a £10 refund. Please, note we are only able to provide a £10 refund for furniture orders over £200.

Are any of the upholstery fabrics we use recycled?

Yes, Abriamo and Stelar. They are both manufactured using 90% recycled polyester, which originated as plastic water bottles..

What are the most suitable upholstery fabrics for pets?

Terra is a fabric with special properties specifically designed to be suitable for all owners of dogs and cats. The pet friendly technology prevents hair from getting caught in the fabric making it easy to remove and has a water repellent coating to protect against spillages. Alternatively, choose a fabric with a flat weave, so it is more resistant to claws getting caught and pulling the fibres. If you do have pets, we wouldn’t recommend any of the boucle fabrics. However, if you do prefer this fabric for your furniture, then we would advise you to cover the surface to prevent any damage.

Return / Refund Information

Can I cancel an order?

Of course, you can. However due to all our upholstered furniture being made to order, this may incur cancellation or return charges. These are detailed in the table below:

		Return/cancellation charge amount
Before you receive your furniture
48 hours cooling off period (from when you place your order)	At any point within 48 hours after placing your order you may cancel, simply by emailing us. We will then confirm back by email and you will receive a full refund.	No charges. You will receive a full refund of your order including delivery charges.
Over 48 hours from when you placed your order	After 48 hours have elapsed after you have placed your order, you can still cancel but you will incur a cancellation charge	You will receive a refund of your order including delivery charges, but minus the late cancellation charge (up to £99 per item – see charge breakdown table for more details).
After you receive your furniture
Doesn’t fit in your house	We provide all packed dimensions for you to check your new furniture can fit both inside your property and into your room, before you order, so this shouldn’t be a problem. It is your responsibility to ensure our team can deliver it safely.	You will receive a refund of your order including delivery charges, but minus the returns charge (up to £149 per item – see charge breakdown table for more details).
Damaged	Where possible you should make the delivery team aware of this at point of delivery	Please fill in our online claim form and our dedicated claims department will resolve this for you.
Faulty	Your furniture has a 12 month warranty, so at any point you notice a fault this must be reported to us.	Please fill in our online claim form and our dedicated claims department will resolve this for you.
Change of mind (up to 14 days after your furniture is delivered)	If you simply don’t like it or it doesn’t suit your interior. Please note, this must be returned in perfect condition and in the original packaging.	You will receive a refund of your order including delivery charges, but minus the returns charge (up to £149 per item – see charge breakdown table for more details).

Return / Cancellation Charges

Product price	Cancellation charge
£0-£199.99	£35
£200-£399.99	£75
£400 or more	£99

Product price	Return charge
£0-£199.99	£49
£200-£399.99	£99
£400 or more	£149

Please note all cancellations can only be processed once we have received a notification by email to [email protected].

I want to return my order within 14 days

You have the right to cancel this contract within 14 days. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

If you do want to return your goods, just email us within 14 days of receiving your delivery. If the goods have arrived damaged or are faulty, please see the relevant section below. If you have simply changed your mind and the goods are in perfect condition, just email us at [email protected], remembering to quote your order number and we will arrange for the collection. Please see table below for details of the returns charges.

Product price	Return charge
£0-£199.99	£49
£200-£399.99	£99
£400 or more	£149

Important information: Please return the goods to us in their original condition and packaging with all accessories and packaging components. Your furniture cannot be used and cannot be assembled. If the furniture is not returned to us in a saleable condition, this will affect your refund.

I want to return my order that was received over 14 days ago

If you simply change your mind after the term of 14 days from delivery has elapsed, you are no longer entitled to return the goods. The only exception to this is if the product is defective or faulty. In this case, please contact us and fill out the claims form and add photographs of the product defects. Our team will be able to advise you on further action.

How will I receive my refund and how long will it take?

Depending on the payment method you have used, your money for the returned product will be refunded to you in the same way. If you have used a credit card, we will transfer the money to your credit card. If you have used the PayPal payment method, the funds will be returned to your PayPal account. Once we have processed this we will email you a confirmation. The refund should appear in your account within around 5-7 working days.

I have chosen the wrong colour and wish to replace it with another one – can I make a return?

Of course you can. The most important thing is to contact us within 14 days after the receipt date of the goods. Just email us stating the reason for your return, remembering to include your order number. Our consultants will assist you in selecting the right colour for your interior and help you go through the entire product return process and the re-delivery. The costs involved in the return are specified by the number of products and the value as detailed in the table below:

Product price	Return charge
£0-£199.99	£49
£200-£399.99	£99
£400 or more	£149

Important information: If the goods need to be returned to us, they must be in their original condition and packaging with all accessories and packaging components. A sofa cannot be used and cannot be returned assembled.

My order arrived damaged – what do I do?

We want you to be happy with your new furniture. Any damages ideally need to be reported at time of delivery and if that isn’t possible, then within 24 hours of you receiving your order. Should you have a problem, please click on this link and complete the form. Please include the required photos and give as much detail as possible to help us resolve the issue. Thank you.

Can I receive a refund to a different bank account?

We always issue refunds to the same bank account used by you to pay for the order in our store.

What if my furniture won’t fit into my home/room?

We ask that you check all packed measurements of the furniture before you order, as it is your responsibility to check that it will fit into your home and your room, paying particular attention to doorways/passageways/stairways and around any corners. If the delivery team are unable to deliver it safely, they will take it back, but you will incur the returns charges as specified in the returns charges table below. All dimensions are shown in the item description on the website, but if you need further clarification, please contact us.

Product price	Return charge
£0-£199.99	£49
£200-£399.99	£99
£400 or more	£149

You have received a product, but there is a part missing, e.g. legs

However if you still believe they are not included, please click on this link and complete the claims form. Please include the required photos and give as much detail as possible to help us resolve the issue. Thank you.

Have you received an incorrect item? What do you need to do now?

In the first instance, please email us on [email protected] and our consultants will do all they can to resolve your issue.