HELP & INFORMATION
Service & aftercare
This is our practical support guide, separate from the contract terms. Good furniture support starts with the right measurements and continues through assembly, everyday care and resolving problems.
Before you choose
Email the item name and the measurements that matter to your room. For sofas, specify whether you are facing the sofa when describing left and right; for beds, state the mattress size and the space around the frame. We can clarify a listed specification but cannot promise a fit without adequate access information.
Response and request updates
We aim to reply within two working days. This is an aim, not a guaranteed staffed-hours promise. Quote your request or order number so that we can find the right conversation. A number confirms receipt only; use the Contact page for a time-sensitive question rather than sending a second checkout request.
Assembly and mechanism safety
Read the supplied instructions before unpacking all hardware. Assemble on a clean, level surface, keep small fittings away from children and use the stated number of adults for lifting. Do not improvise structural fixings. Keep fingers clear of ottoman hinges and pull-out sleepers, and never allow children inside a storage base. Stop if a mechanism is binding.
Everyday upholstery and frame care
Vacuum fabric gently with an upholstery attachment. Blot spills promptly without soaking; test any cleaner on a hidden area and follow the material instructions. Avoid direct prolonged sunlight, radiators and dragging furniture by its arms. Recheck accessible fixings after initial use and periodically thereafter. Care guidance does not remove your rights where an item is inherently faulty.
Missing parts and damage
Contact us with the item, order number and a clear description of the part or problem. Photos and the instruction-part reference can help, but are not a blanket condition for a statutory remedy. We establish whether a replacement part, repair, replacement item or another legal remedy is appropriate. We do not promise a parts stock or third-party repair contract that has not been confirmed.
Escalation and complaints
If a question remains unresolved, email [email protected] with the original correspondence and the outcome you are seeking. We review the issue and explain the next step rather than closing it because a standard timescale has passed. Returns and fault remedies are explained in the Returns policy. No paid extended warranty or automatic maintenance subscription is included.