Help Centre

Orders & Delivery

Can I provide additional delivery instructions

Yes off course you can. Actualy we encourage updates as a measure to prevent escabable delays and failed attempt fees.

To provide us with the additional delivery details you want please contact us.

If the order is still with the couriers we will instruct them to update the delivery information when its relevant. If they have attempted a delivery to a wrong house number or postcode failed attempt fees will be applied.

My order is arriving too soon and I'm not ready to receive it, what can I do?

Do not panic ! 

Delaying a delivery for you is possible and without any additional charges when the couriers have not tried already to deliver.

As long as the order has not already left the distribution center our customer service team will make arrangements for the items to be held for a reasonable time until you are ready to receive delivery.

If you know already the date onward you are able to accept the items let us know  and we will update our couriers or if you know this information while placing an order online make a 'note' before checkout and we will add this relevant information to the delivery slip for the couriers to see.

Can I choose a specific delivery date?

Choosing the exact date is not 100% guaranteed though we can arrange for the nearest possible to the date of your preference. 

We can also hold your order until an available delivery slot is more suitable for you. 

Some of our distribution channels can provide this information in advance. Inquiries are always welcome with us.

I've waited in all day and my delivery did not arrive

First of all we apologize. Although we are happy to inform you that this will happen on only 0.45% of our deliveries it is sad that it has happened on you. Miss-communication is our worst enemy and we always work towards upgrading our procedures to minimize it but it can happen. Let us know of the next more convenient day and we will do our best to accommodate for you. 

I've placed an order but heard nothing

Our furniture range is divided to stock and to made to order items, so it might take a little longer to arrive. We will keep you informed throughout the process. If you still need to talk to a customer service member please contact us.

I've received only part of my order

Depending on the items in your order (e.g. Sofa Set & Bed etc) the items can be dispatched through different distribution centers. You may receive tracking information for both items. If you need any assistance to track the items contact us.  

What if my order is incomplete?

This will rarely happen, though if it does, please get in touch with one of our customer team members and we'll sort this out for you.

Can my order be sped up?

When the item ordered is in stock in our distribution center we will offer an 'express delivery' 3-5 working days.

Standard in stock items for our furniture deliveries is 5-12 working days.

This stock will dispatch within a few days (as stated on the specific product page). At which point a courier will be in touch to confirm an exact delivery date.

As we make some items to order directly with the manufacturers, these orders cannot be sped up. 

I have not heard from your delivery couriers yet

Our delivery company should contact you within 5 working days of your order being dispatched - if its over 5 days, let us know and we will follow up for you.

What happens if I'm not there when delivery is attempted?

Our items are shipped through a handful of fulfillment centers and courier companies. We use different delivery services depending on the size of the item or parcel.

Small/medium parcels: If you're not there when they try to deliver, our delivery partner will leave a card with your unique parcel reference number so you can arrange re delivery.

Large parcels: Our delivery partner will contact you before the delivery to propose a delivery date and time frame, and give you the option to reschedule this if it's not convenient. If you're not at home at the agreed time, your item will be returned to their warehouse. We might be able to arrange re-delivery but this might incur an extra delivery cost at the rate originally paid.

We'd advise you try and be in on the original delivery date, so your items don't stay too long in transit and you can enjoy them as quickly as possible. 

We would also advice you not to take any time off work for non confirmed delivery dates. The best avenue is always to confirm with the couriers or liaise with our customer support in order to be on the safe side. 

How do I know when my delivery will arrive?

Once your order has been processed we will arrange consignments with the couriers that will fulfill your order. 

Right after its been  dispatched, you will receive an email with all the delivery details you will need explaining the procedures and or tracking information. If you have checked your inbox, junk-mail and still have not receive any form of information regarding your order please give us a call and we will track the order for you.

Can you leave my delivery with a neighbour?

For smaller to medium sized products this would be no problem and we recommend you to note this wish to our customer service or a more practical method would be to leave a note on your door front with the details for the courier service

As for the delivery of larger items, we recommend being available to take receipt of your order so that the courier can place the product in a room of your choice.

I was given a time slot and the delivery company has not arrived

Thank you for your patience. We love you being anxious to receive your new furniture! (Bad time for Jokes) 

The delivery time slot is just an indication of when to expect your delivery -sometimes the drivers are delayed by traffic or other issues, they should be with you soon though. 

If you still need to, contact us to track your item.

Do the delivery company remove packaging?

The delivery company staff can assist you to remove item from packing in order to be able to place it in the positions you meant to have it. This will also help you inspect the item before you sign the delivery acceptance invoice or packing slip.

However they will not take the packaging with them. 

This is linked to returns requests allowed within 14 days where the original packaging has to come with the sofa in such a scenario.

Will the delivery company unload the items to first floor?

The contract we have with our couriers (2 man service) for the larger items is the delivery to any room of choice up to first floor. In many cases the courier staff have delivered to second and third floor but this was only due to their good will. 

Tip: You don't have to, but we like to tip the good willing people :) 

Please let us know in advance the floor you need the items on (other than ground and first floor) so that we can make arrangements with our couriers. Charges may apply. 

The delivery staff are hard working members of our sales supply chain. They drive all around the country all day long and sometimes load & unload very heavy items. Without them we could not make it to you :) 

''One wise man said to us you live or you die by your couriers''. Anonymus

Can I have a weekend delivery?

Delivery usually happens during weekdays, though some carriers do offer a Saturday or Sunday delivery option for certain area post codes. Where applicable, you can opt for this option via the phone or our websites.
Please note: Once you've placed your order, we can't change your delivery option to a Saturday or Sunday.

How can I contact the delivery company?

We will provide you with the courier company Name and contact number as well with the reference code where relevant.

Please note the we work with several delivery companies, and there's no point contacting them until we've dispatched your item to them. After 2-3 days after dispatch they should be aware of your order and at which point they'll be able to give you more specific details. They'll contact you directly when this happens too, so don't worry. We'll update you at every stage of the delivery process until then, but if you have any questions, do get in touch with us.

Which are the 10 procedure steps?


Customer has decided what to purchase. 

Customer Completed & paid order.

Customer receives order confirmation on email

Administration prepares items and documentation.

Furniture Stop UK dispatches the items to the two man courier service depot. 

Courier Fulfillment Center Receives items.

Courier administration assigns order to route depending on Postal Code 

Items/Goods in Que to be delivered. 

Courier's customer service calls buyer to inform for the assigned delivery slot. 

Items arrive at buyers address, items inspected and delivery acceptance signed by buyer.

Can you collect my old furniture?

Want to feel good today? We've teamed with the following social organisations that really make a difference in our society:

Donate your pre-loved items to one of the following organizations and help them raise money to improve someones life today.

Quaker Social Action's  motto is ''Don't dump it, donate it'' and we most definitely agree and want to contribute to their efforts

The only constrain is that they only cover east London, but do not be demotivated yet since our next suggestion is great in collecting all over UK. Call QSA on 020 8519 6264 or visit their website.

British Heart Foundation will collect furniture and more from all over UK in order to raise funds for their life saving researches into inherit heart conditions and coronary heart disease.Call BHF on 0808 250 0238 or visit their website. 

How do I cancel an order?

You are free to cancel your order and get a full refund up until the product has been dispatched in the UK, simply contact us and we'll cancel the order for you and process your refund.

I've received my furniture, however the legs are missing

For transit purposes we do store the legs inside the sofa/armchair itself.  Please look inside the bottom of the lining of your furniture piece.

If you still can not find them please contact us and we will assist you.

Returns & Exchanges

If the colour doesn't match as I think it will - can I return the product?

Just contact us within 14 days of receiving your goods, include your order details along with the reason for return so that our customer advisors can arrange a collection for you. 

Due to the nature of the business and fulfillment costs, we do charge a delivery and collection fee on all unwanted returns. 

You can see the details in our terms and conditions

What if my order is damaged?

At FurnitureStopUk, we do our best to ensure the quality of all our products throughout the supply chain. 

Despite the series of quality checks, occasionally products do arrive with damage or get damaged on the way to you.

We ask you to inspect the item upon arrival and sign the delivery acceptance or note a damage on the delivery slip with your signature. 

Should your product not arrive in perfect condition, our Customer Care Team is on hand to resolve the issue and to advise on the best solution, including replacement, refund or repair options.

In order to help us assess the situation, we ask that you send a photograph of the product fault to and we can proceed from there.

The item has arrived but won't fit into the room of choice

If the item does not fit in the room of your choice, please ensure you refuse delivery and the carrier can take it away immediately, alternatively please ensure to contact us within 14 days of delivery to arrange a collection.

I would like to return my order - within 14 days

If you have changed your mind or the item is no longer suitable you may return the item for an exchange or a refund. To do this you may contact us.

I would like to return my order - over 14 days

As we're based online, we understand that sometimes a piece of furniture might not be quite what you imagined. So we give all of our customers 14 days to return any item - even if it's not damaged.

However, if it goes over 14 days and you have simply changed your mind we are unable to arrange for this item to be returned to us.

The product is too big or small for the space intended - can I return it?

So you have skipped the measurement before ordering :) Do not worry a lot of us do that !

Just contact us within 14 working days of receiving your goods, include your order details along with the reason for return so that our customer support members can arrange a collection for you. 

Due to the nature of the business and fulfillment costs, we do charge a delivery & collection fee on all unwanted returns. 

You can see the details in our terms and conditions


How will you refund me?

The refund will go back onto the same card you used to place the order with us, and will be paid back to you via a return transaction.

Please allow 3-5 days for the funds to show in your account.

Refund has not reached my account yet

Your refund should appear almost immediately, but it can vary depending on the bank and type of card you've used. 

Can you process my refund into a different credit/debit card

No, this is not something that we are able to do.

Products & Terminology

Where are Furniturestop pieces made?

We are distributing product ranges from various manufacturers both in UK (these will have the shorter delivery times) and abroad depending on the item we are intending to deliver.

Our design team travel the world from Italy to India and are meeting master craftsmen from all across the globe who dedicate themselves to the art of furniture making.

Through this process we've found makers in various parts of the world including Italy, Poland, China, Indonesia, Vietnam and India. 

As always, every piece is made to exacting standards. 

Do you have a showroom for viewing?

Unfortunately, we do not have a showroom.

We've intentionally decided against a showroom because it adds extra costs (rents,wages,utilities) which you, the customer, pays extra to cover. Having said that, our team are meticulous about making sure you have all the detailed pictures, dimensions and details to pick the perfect piece for your home.

Do I need to measure before ordering?

We highly recommend this step before ordering any furniture. Our team will be happy to assist you with any needed dimensions in regards to its functionality or in regards to getting it into the intended room of your property.  

Can I have one of your fabrics on another sofa range?

No, we do not mix and match the ranges fabrics. When there is another color available for one of the ranges we will add it in the variations options. We do not offer any one-off productions.

Can I place an order over the phone?

Yes - just get in touch with our sales team here, and we'd be happy to help you place your order.

Do you offer an assembly service?

We currently do not offer this service, however we choose to market products Easy to assemble. If there is a need for a second person for the assembly of an item we will advice you beforehand through the product description. A Google search for flat pack or furniture assembly services and your area, is the best way to go about finding the most appropriate person or service to assist you.

Does my order come with a warranty?

We want you to be completely happy with your purchase, if your item develops a construction fault within 12 months from the delivery date, please contact us and one of our customer service staff will be happy to assist you further.

Where do you deliver?

For orders placed through our web store we can offer delivery in all UK Mainland addresses . If you are in the UK but in a remote area like Isles or Northern Ireland or Scottish Highlands there will be additional courier charges. In such cases we advice you to contact us and clarify the delivery charges beforehand. Our team will make sure you get the best delivery price.

Will the carriers dismantle my old furniture?

We currently do not offer this service, please ensure that the area where you would like your new furniture to be placed is clear before the carriers arrive.

Are your products for commercial use?

Our Products are designed for residential use and we do not make any guarantees or warranties about their performance in a commercial environment.

Are the cushion covers washable?

Most of our sofas have removable washable cushion covers. But still every sofa is made different. Made of different material fabrics, including excluding zips, with or without removable cushions. We highly recommend not to machine wash any of the washable removable cushion covers as machines can break the zips. Hand washing the washable cushions is the best practice. Please instruct our customer support team if you have any specific questions around this matter.   


Can I pay by cheque or purchase order?

Unfortunately not. However if you would like to order a number of products and your order is over £2500, get in touch with our special client services team who may be able to help,

What type of cards do you accept?

We accept all major credit and debit cards, including Visa Credit, Visa Debit, Mastercard and American Express. 

Your card will be processed with Stripe Secure Payments. All information about Stripe Payments is Here.

Can I have a VAT invoice?

Yes of course. For all of our priced items that are subject to VAT tax we will issue a vat invoice. 

On all of our invoices you can find our Company Registration Number and our VAT registration number.

This is provided on delivery of your items. If you have lost it or not received it for any reason we are happy to resent your orders invoice on your email. For any assistance regarding this matter please contact

Get in touch

Have questions about your order, or a general enquiry?