Frequently Asked Questions
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Call FREE 9am - 7pm: 0800 599 9318
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Delivery & Returns
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How long will it take to deliver my sofa?
We endeavour to meet the current estimated lead-time of approx. 16 weeks. Every piece is individually handmade to order and we appreciate your patience while your unique item is crafted in our workshops.
If you have ordered from our in-stock selection your item will be delivered within 7-14 days of your order.
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Can we pick our sofa up from the store?
Our made to order items are delivered directly to your home or chosen address. If you purchase a display model from one of our shop floors you can take that away immediately.
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How much is delivery?
Delivery is free within mainland UK for all made-to-order upholstered products. All other items carry a £79 flat-rate delivery charge (unlimited items) within mainland UK.
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Do you deliver to other countries?
We can ship to many locations outside of the UK, please speak to our teams for a personalised delivery quote.
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Where is my sofa coming from?
Our furniture is handcrafted by skilled and experienced craftsmen in our workshops in Guangdong, China. This is where our founder Tim Oulton has been based since 2004, and he spends most of his time between the workshops and design room, where our international design team fly in for extended periods. Every Sofa Workshop piece is handmade to order and undergoes rigorous quality control measures.
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Can I choose my delivery date?
Once your order is due to arrive in our distribution centre, our delivery partners will contact you to offer the available dates for delivery. If the first date offered is not convenient, we will always endeavour to provide alternative dates.
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How do I track my order?
You can get an update on your order anytime by speaking to our store team, or by calling us on 0800 599 9318.
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How can I check if my sofa will fit?
Before you place your order, we advise that you carefully check the dimensions of your chosen sofa and ensure that it will fit into your home through all access routes including your front and internal doors, landing, lifts, and parking access for our delivery truck. For more information, check out our will my sofa fit? guide.
Should you still have any concerns, you can arrange an Access Check through any of our stores or by calling our live team on 0800 599 9318. Access checks cost £55.
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What will happen on the day of my delivery?
You will receive a call from our delivery partners when they are approximately one hour away. They will then place your new furniture in your room of choice, unwrap it and take away any packaging.
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Do you deliver on weekends?
We deliver 7 days a week. Weekend delivery slots are subject to availability and cannot always be guaranteed.
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What happens if I move to a new address before my sofa delivery?
Please get in touch with your local store or call us on 0800 599 9318 and we will update your delivery details.
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Are you able to collect my existing furniture?
We work in partnership with Clearabee who offer a chargeable collection and recycling service. Click here for more details.
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Finance
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What payment methods do you accept?
We accept cash, credit, and debit cards as a form of payment. We also offer 0% APR finance in store or online, subject to a minimum spend. Finance will be provided on behalf of Sofa Workshop by V12 Retail Finance Ltd, one of the leading UK providers of retail credit solutions.
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Do I have to pay in full?
Made to order items purchased in store require a 50% deposit upon order placement with the remaining balance to be paid at least 24 hours prior to delivery.
Payment in full is required for any in-stock items including all clearance.
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Will I be eligible for finance on my sofa if I have a poor credit rating?
Eligibility depends on various criteria set by the finance company we work with. Should you have any concerns please speak to our Sofa Masters who can help guide you through the process and discuss alternative payment options.
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How quickly will I know if I’ve been accepted or declined for finance?
As a rough guide, it can take up to 48 hours. Finance will be provided on behalf of Sofa Workshop by V12 Retail Finance Ltd and is dependent on various criteria set by the finance company.
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What identification do I need to apply for finance?
You need to have a bank account that supports direct debits, and if you are applying in store you will need to present a debit/credit card or driving licence as identification. For further information on finance options click here or speak to our Sofa Masters.
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Can I settle my finance early?
You can discuss any aspect of your finance agreement including early settlement with our finance partner V12 Retail Finance Ltd. You can find their contact information on your agreement paperwork.
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Do you offer trade account?
We work closely with many trade partners and welcome you to contact your nearest store for more information.
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Care & Maintenance
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How to clean my fabric sofa?
Sofas finished in our Mixt and Stratus Linens may be professionally dry-cleaned. If required, spot cleaning can be carried out using a mild, water-free solvent to the manufacturer’s directions. Always test the product on an inconspicuous area first. It is important to note water-based cleaning products may create water stains.
For advice on how to keep your fabric sofa in top condition please read our fabric sofa care guide.
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How to clean my velvet sofa?
A very soft brush (such as a baby’s hairbrush) can be used to brush the nap of your velvet sofa, stroking in the direction of the nap. Should spot cleaning be required, choose a mild, water-free solvent or dry-cleaning product. Always follow the manufacturer’s directions and test the product on an inconspicuous area first. It is important to note water-based cleaning products may create water stains.
For advice on how to keep your fabric sofa in top condition please read our fabric sofa care guide.
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How to clean my leather sofa?
For general maintenance lightly dust or regularly wipe down your leather sofa with a slightly damp cloth, vacuuming under any seats and cushions with fabric attachments. Spills must be soaked up immediately by blotting - avoid dabbing or rubbing as this will force the stain deeper into the leather. Steer clear of detergents and cleaning products, allowing the richness of the leather's natural oils to maintain the surface.
For advice on how to keep your fabric sofa in top condition please read our fabric sofa care guide.
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How to clean sofa arms?
Avoid sitting on the arms, back or very edge of your furniture as this may cause distortion and / or damage. Follow the steps detailed specific to the finish of your sofa. Should more extensive cleaning and stain removal be required, consult a professional upholstery or leather cleaner.
Please refer to our sofa care guide for detailed advice
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Can I wash my removable covers?
Fixed and loose covered sofas should be Professionally Dry Cleaned. If necessary, spot clean using a mild, water-free solvent or dry-cleaning product and follow the manufacturer’s directions. Water-based cleaning products may create water stains.
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How often should I plump my cushions?
Cushion maintenance is an important routine that keeps your upholstery in a good condition. You should give them a good plumping to redistribute the fillings and rotate them weekly to maintain their shape.
Plump feather seat, back and scatter cushions daily to maintain their shape and longevity.
Fibre cushions also need regular maintenance - we recommend daily plumping if in constant use. Drop cushions onto a clean floor or rug, onto each corner. Punch into shape to help open up the fibres.
Flip foam seat cushions weekly to avoid dips developing in the centre.
Please refer to our sofa care guide for detailed advice
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What sofa protection do you offer?
We offer a specialist care plan through Guardsman, this can be purchased at the same time you buy your sofa with us, click here for full details.
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Do you offer re-upholstery service?
We do not currently offer this service.
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Product & sizing
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Are your sofas made by hand?
We make everything by hand in our own workshops. We have our own specialist tanning, fabric dyeing and printing workshops, through to cut & sew, frame construction and finishing. Everything is handcrafted using simple tools, time-honoured techniques and generous amounts of beautiful, natural materials.
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What do you mean by ‘hand-finished’ leather?
Sofa Workshop by Timothy Oulton collections are made using only special selections of top quality hides, finished entirely by hand, using a process that can take up to 3 days for each hide. No heavy pigmentation, no grain correction, just translucent dyes that are worked deep into the leather while ensuring its magical, natural, properties are preserved. Our leathers develop their own patina over time and become more beautiful with age and wear.
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Can I customise my own item?
No, we don’t usually customise products. We offer a wide range of styles, materials and sizes for you to choose from. Our made to order range of sectional sofas come in various modular options so that they can be configured to your exact requirements.
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Where can I see and sit on your sofas?
We’d be delighted to welcome you to our shops across the UK where you can sit down and try out our sofas. You’ll also be able to see our full range of fabrics and leathers. Find your nearest store here.
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Do you offer material swatches?
Yes, just click here or on FREE swatches when you’re looking at our styles online. Or call us and we can help advise you on our different fabrics.
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What fillings do you use in your cushions?
Our wide range of upholstery is handcrafted using various cushion fillings including feathers, down, foam and fibre, depending on the model. For more details, please read our Care & Maintenance guide. Every sofa’s been tested by us and we’re confident we’ve got them just right.
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I’m not sure it’ll fit – do your sofas come apart?
Our Made to Order range includes modular units to accommodate your living space, with some of your favourite sofa styles come with removable arms or split in half. Please call our live team on 0800 599 9318 if you wish to discuss sofa options to suit your needs.
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Do you offer sofa guarantee?
We offer 5-year frame guarantee (see our T&Cs section 12).
Our Sofa Care policy is an additional product that can be purchased at the point of sale.
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