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.
Which areas are covered by your delivery and set up service?
Our complimentary delivery service covers the following post code areas BD, WF, LS, HG, HD, HU, HX, DN, S, NG, LN, 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. Please note that standard delivery is to the ground floor only and we are unable to dispose of any packaging. Minimum spend of £400 applies. A £49 delivery fee applies to all furniture orders under a total value of £400.
We also offer a delivery service outside the post code areas above. This is to UK mainland and excludes Scottish Highlands for only £49. Please note that standard delivery is to the ground floor only and we are unable to dispose of any packaging.
Your Deposit As many items are manufactured to order. Sales deposits are non-refundable after a period of 48 hours has passed from the point of sale. This does not affect your statutory rights.
Cancellation and Returns Policy
Bespoke/Made To Order Items
Orders can be cancelled with a full refund if cancellation is made within 48 hours of placing your order and your goods have not been delivered or collected. After 48 hours the cancellation fee is 20% of the item value. Once goods have been delivered or collected, we do not offer a refund or replacement if you have changed your mind.
We will only accept returns of stocked products which are brand new, unused and 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 £80. You must notify us of your intentions to return your order within 14 days of the delivery of your entire order. You then have a further 14 days to return, items returned outside of this time will not be considered for refund.
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 email@example.com or call 0330 124 4736 and selection option 2 if you have any other queries after you have taken delivery of your order.
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 options:
- Return the item(s) that do not fit and re-select using 75% of the original items value. A 25% re-stocking fee is applied to the original item(s) value. A new delivery fee will need to be paid on the re-selected item(s).
- Return the item(s) that do not fit. Cancel the order and receive a refund of 75% of the original item(s) value. A 25% re-stoking fee applies for cancelled orders. Delivery fees are non-refundable if access problems caused a failed delivery.
Size & Access Remember to check your new furniture will fit in your room and access into the room is possible. Our delivery team have a right to refuse delivery if your new furniture cannot be taken into the property safely. Please have hallways clear from furniture and other items to make your delivery go as smooth as possible.
Failed deliveries will incur a re-delivery fee. If you at all concerned, check the dimensions and call us within 48 hours of placing your order in store. Size and access are your responsibility. After 48 hours unfortunately we cannot amend your order as it will have already been sent to the factory for production.
Remaining Balance All goods will remain the property of KC Sofas Limited until they have been paid for in full. Any remaining balance must be prior to delivery.
Card payments (verified by chip and pin) can only be made in store must be cleared before delivery. All BACS/Bank Transfer payments must be cleared before a delivery can take place, this is our preferred method. We do not accept any method of payment on delivery.
All orders must be paid for within 28 days of arrival into our warehouse at which point your order will be stored free of charge for an agreed reasonable amount of time. If for any reason the goods cannot be paid for within the time frame stated, then storage fees may apply.
Lead Times All lead times given are estimated. We will always endeavour to deliver within the time period specified. However, under extreme circumstances these times may be extended due to several factors i.e. Extremely busy periods, fabric availability etc.
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 date and time slot.
Guarantee All our fabric and leather style sofas come with a minimum 12-month frame and spring guarantee. Our Italian leather sofas come with a 10-year frame and spring guarantee. La-Z-Boy sofas come with a 10 year frame guarantee. General maintenance of all upholstered products is your responsibility from the day of delivery. If you have opted for the Staingard 5-year cover, your policy documents will be emailed by Staingard approximately 7 - 10 days after delivery.
Removing Old Furniture Unfortunately, we cannot remove old furniture. KC Sofas will not be held responsible if you remove your old furniture before a confirmed delivery date has been issued to you by the delivery team. Removal of your old furniture prior to this is done at your own risk.
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. Please allow a tolerance of +/- 4cm.
Shade Variation If you are contemplating ordering an extra item (i.e. armchair, footstool etc.) We would highly recommend you do so with your original order. Due to the manufacturing process and characteristics of leather/fabric we cannot guarantee a 100% match for leather/fabric if these items are ordered at a later date.
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)
Ground Floor Delivery Our delivery team are only insured to deliver to the ground floor. If not already agreed at the point of sale, please contact us as soon as possible to allow us to make arrangements for scheduling and suitable insurance cover for an upstairs delivery.
Damages KC Sofas accept no liability to any damage to goods or your property. Please check over your new furniture at the point of delivery for any marks or blemishes and be sure to make the delivery team aware before they leave - KC Sofas will not be held responsible for any claims of damage after delivery.
Late Delivery Delivery dates and lead times are given in good faith but are subject to change. If you wish to make the delivery time part of the contract you must notify us in writing, or by email. Compensation cannot be claimed for late or failed deliveries.
Staingard Should you have taken advantage of one of our furniture care plans and 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 01384 473017
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 possible. Your certificate is usually emailed to you 7-14 days after delivery directly from Staingard.
Finance Finance at KC Sofas is provided by our chosen retail finance partners Novuna & DivideBuy. Should you have any questions or need to talk about your existing finance agreement please contact them directly using the details below;
- Calling them 0344 375 5500
- Email them firstname.lastname@example.org
Complaints and Disputes Please contact the store where you made your purchase by calling 0330 124 4736 and selecting the relevant store from the menu.
If you are unhappy with the response, you may contact us in any way you prefer. Our contact details are as follows;
Phone: 0330 124 4736 (Option 2)
Address: KC Sofas, 65A Retford Road, Worksop, Notts, S80 2QD
If your complaint relates to your finance agreement
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
What to do if you can't reach an agreement
If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.
They can be contacted in the following ways:
- Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Telephone: 0300 123 9 123
- E-mail: email@example.com
Further details can be found on the Financial Ombudsman Service