Basket 0

FAQ's

What happens after I have ordered?

On receipt of your order we will email you to confirm all your order details within 24 hours of ordering. All deliveries are made by our own in house professional two man delivery team. Once all your details are confirmed and your order is ready to ship our delivery team will contact you with a delivery date and time slot.

Order Updates

Due to our agreement with our suppliers we are unable to provide precise order updates from the point of ordering until we receive your order into our distribution warehouse. Upon receiving your order a member of our delivery team will contact you 48/72 hours before delivery and provide you with a delivery date and time slot. 

Which areas are covered by your delivery and set up service?

Our delivery service covers the following post code areas BD, WF, LS, HG, HD, HU, HX, DN, S, NG, LN, M, OL, YO. Our in house delivery team will place your new furniture in the room of our choice and unwrap all the packaging. A truly professional service, all from only £50. Please note that standard delivery is to the ground floor only and we are unable to dispose of any packaging. Please call us for a quote for delivery to another floor.  

What's your returns policy?

Your furniture is hand made to your specific requirements. We have varying time frames with our handful of specially selected suppliers in which we can make changes to your order with them (Usually up to 48 hours after your order is placed). If there is any issue with your order our advice is to call us as soon as you can and we will do our best to help. If you placed your order in store please contact the store directly. If you placed your order online or over the telephone please call 0330 127 4736.

Most of our products are made to order so returns are not accepted. Bespoke items are also excluded from our returns policy.

We will only accept returns of stocked (off the shelf) products which are brand new still in original packaging, the buyer pays all delivery and return costs, buyer may return item by their own means, if buyer requires us to arrange for them to be returned cost is £75.00. Items must be returned within 14 days of delivery, items returned outside of this time will not be considered for refund. Customer needs to ensure that items are checked on delivery before signing for them. We regret that we cannot be held liable for damaged items which have been signed as checked by the customer. If you need to return an item within 14 days of order please submit a returns request by email to our customer care team at cs@kcsofas.co.uk

Made to order and bespoke products are not eligible for refund. This does not affect your statutory rights. 

Dimensions & Colour

Whilst every effort is made to ensure the consistency of colour and fabric slight variations can occur. However we try to be as accurate as possible, all dimensions are approximate and have been provided to us by the manufacturer. Each sofa is hand made to order and sometimes a small size discrepancy may happen. Pleas allow a tolerance of +/- 4cm. 

Digital Photography

We try to ensure our product imagery used online is as accurate as possible. Due to the nature of digital photography some colours may appear slightly different online (this can also depend on the device in which you using to browse our website) If you are in any doubt we will happily supply fabric samples (for stocked fabrics) Also all our fabrics are on show in our stores either on upholstered products or in pattern books. When visiting store be sure to bring along your new wallpaper and carpet samples (Don't worry we've seen it all before)

What happens if my new sofa doesn'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 the customers final responsibility to ensure that your new furniture will fit into your home.  All of the dimensions will have been presented to the customer in the particular product listing. 

In the event that an item doesn't fit in the desired area, our delivery team will present the customer with two choices. The furniture can be left at the customers premises, or in some cases the delivery team can remove the furniture and return with a re-selected item that will fit (any extra cost to be covered by the customer) KC Sofas will charge a 25% restocking fee (on the returned item) and you must cover the delivery teams return and re-delivery fee of £80.

What happens should I need to cancel my order?

We understand that unexpected issues can arise after committing to a large purchase like a new sofa which may mean you are unable to complete your purchase. We can cancel any order within 48 hours of it being placed with no issues. However, every sofa is made to order, to your requirements, just for you! Should you need to cancel outside of the 48 hour period we are unable to refund any deposits. If you have paid in full your order will be subject to a 10% re-stocking fee. 

Lead Times

All lead times quoted within the product descriptions are estimated and intended as a guide only. We will always strive to deliver your new furniture within the times quoted. These times may be increased at busy periods (the run up to Christmas for example) Also external factors that are out of our control may affect lead times for example fabric availability etc. 

Removing Old Furniture

Unfortunately we are unable to remove your old furniture. However some charities may collect your unwanted furniture for free.  We do not advise that you remove your old furniture until you have received a confirmed delivery date and time slot directly from our delivery team (usually 48/72 hours prior to a delivery) Should you choose to remove your old furniture prior to this point, you do so at your own risk. 

Shade Variation

If you are contemplating ordering an extra item (i.e. armchair, footstool etc.) We would highly recommend you do this with your original order. Due to the manufacturing process and characteristics of leather/fabric, we cannot guarantee a 100% match of leather/fabric if these items are ordered at a later date. 

Staingard

If you need to make a claim, please inform Staingard no more than 14 days after discovering the damage, staining or structural defect by contacting them in one of the following ways;

  • Notify them online at www.myfurniturewarranty.co.uk
  • Calling them 0800 011 4230

On all correspondence please quote your unique policy number from your certificate of insurance. This will help them to validate your policy details and deal with your claim as quickly as possibly. Your certificate is usually emailed to you 7-17 days after delivery directly from Staingard. 

Finance

Finance at KC Sofas is provided by our chosen retail finance partner Duologi. Should you have any questions or need to talk about your existing finance agreement please contact them directly using the details below; 

  • Email them at customer@duologi.co.uk
  • Calling them 0345 5211 881

 

All of our products are made to order. Many fabrics, sizes and styles can be changed to suit your exact requirements. If you have any queries you can contact one of our friendly team on 0330 124 4736 or info@kcsofas.co.uk

Website maintained by Loud Crowd Creative & Marketing Agency