FAQs
Delivery
How long will my sofa take?
Every sofa is made to order, so the build starts the day you buy. Delivery is typically 1–2 weeks to mainland UK. Payton sofas take a little longer — typically 1–4 weeks. Over holiday periods like Christmas, expect it to run slightly longer.
More on where the weeks go: how long a made-to-order sofa takes in the UK.
Where do you deliver, and what does delivery cost?
We deliver across the UK, and delivery is priced by zone. Zone 1 is included in the price, Zone 2 is a flat £100, and Zones 3–6 are a flat £100 with the delivery day arranged after you order.
Enter your postcode on our delivery page to see which zone you're in.
I'm in Zone 3 or beyond — can you still deliver?
Yes. It's a flat £100, the same as Zone 2. You're further out, so rather than booking a slot up front we get in touch after you order and arrange the delivery day with you.
Can you put it together, or carry it upstairs?
Three optional extras, £20 each: assembly, placement in your room of choice, and carrying upstairs where there's no lift. Carrying upstairs is free where there's a lift, and the team can leave your sofa at the building entrance at no charge.
Just pay the delivery team in cash on the day — nothing to add at checkout.
What happens on delivery day?
We confirm your delivery a few days beforehand and call you on the day. Have someone at the address for the whole day, because delivery times move, and clear the route in advance — doorways, hallways, stairs.
If we can't complete the delivery because of access, additional charges may apply to cover the re-delivery.
How does my sofa arrive — in one piece?
It depends on the model. 2 and 3 seaters arrive in one piece, 4 seaters in two, and corner sofas in two to five pieces. Every sofa is designed to pass through a standard UK doorway, and it's just as sturdy once it's put together.
Your sofa
Where are your sofas made?
Made in the UK. Every sofa is built after you order it, to the size, configuration and fabric you chose.
Is there a warranty?
Your sofa comes with a 12-month manufacturer's warranty. It covers the way the sofa is built — the frame and any manufacturing defects. It doesn't cover normal wear and tear or accidental damage.
If something isn't right, get in touch and tell us what's happened. Photos help.
Can I see the fabric before I buy?
Yes — order fabric samples and hold them against your wall, in your own light. Screens render colour differently and every room's light changes it again, so a swatch is the only honest way to judge it.
What are the fabrics like?
Four fabrics, 25 colours. Teddy Bouclé is a short, curled, dense pile — the texture of a teddy coat — in White, Grey and Pink. Plush Velvet is a smooth, short pile in 14 colours. Faux Leather is a smooth, even surface with no weave or pile, in Black, Tan and Grey. Dapple is a plush velvet with a face flecked in two tones, in Cream, Oatmeal, Caramel, Chocolate and Black. All four are fire-retardant treated and pet-friendly. Not every range comes in all four, so each sofa page lists its own.
The fabrics page shows every colour, and if bouclé is new to you, what is bouclé fabric? explains the texture plainly — with the honest pros and cons alongside it.
Can I wash the cushion covers?
Yes. The covers on the seat cushions, scatter cushions and kidney cushions all come off and go in the washing machine — on a cold wash, always. Cold is what keeps the colour true and the cover the size it was made; warm or hot risks both.
If yours is a bouclé sofa, how to clean a bouclé sofa covers the rest of the routine.
Can I buy spare cushion covers?
Yes. A spare set is handy for washing day, or for a change of colour without changing the sofa. Get in touch with your sofa model, fabric and colour and we'll quote you for the covers you need.
Will it fit through my door?
That's the one to check before you order, and it's down to you to check it. Our measuring guide walks you through doorways, hallways and stairs, and how much clearance to allow on top of the sofa's dimensions.
Ordering and returns
How do I pay?
By card online, through our checkout. That covers the usual debit and credit cards and the express checkout options your browser or phone offers, and Klarna and Clearpay are available there too.
Your order is paid at checkout — there's no separate deposit to arrange first.
Do I need an account?
No. You can check out as a guest. Creating an account just makes it easier to find your order later.
Can I change or cancel my order after I've placed it?
Tell us within 24 hours of placing your order and we'll cancel it or change it free of charge — fabric, size, configuration. After that your sofa is in production, so a change may not be possible; get in touch as soon as you can and we'll do what we can.
Separately, you can cancel your order for any reason from the moment you place it until 14 days after your sofa is delivered — you don't have to give a reason. You'll pay for us to collect the sofa: the cost depends on your postcode, the size of the sofa and access at your address — typically £70–£100, but it can be more (in rare cases up to around £250). We'll confirm the exact figure before we book the collection, and we deduct it from your refund.
What's your returns policy?
You can cancel for any reason from the moment you place your order until 14 days after delivery, by contacting us. Unpack the sofa and handle it as you would in a shop — put it together, sit on it. If it comes back damaged or worn beyond that, we may reduce your refund to reflect the loss in value, and we'll tell you what and why.
A sofa can't go back in the post, so you'll pay for us to collect it. The cost depends on your postcode, the size of the sofa and access at your address — typically £70–£100, but it can be more (in rare cases up to around £250). We'll confirm the exact figure before we book the collection, and we deduct it from your refund. We refund the sofa and the standard delivery you paid, within 3 business days of collection.
What if my sofa arrives damaged?
Have a look at it when it arrives if you can — but if you spot damage later, you're still covered. Get in touch as soon as you can. Photos help — of the damage, and of the packaging it came in.
We'll offer to repair it or replace it. You don't have to accept that: tell us within 30 days of delivery that you're rejecting the sofa and you can have a full refund instead.
About us
Do you have a showroom?
No. We sell online only, which means you can't sit on the sofa before you buy. That's the trade-off, so we do two things about it: samples you can hold in your own room, and the law gives you 14 days from delivery to change your mind and send the sofa back.
Who is Furniture Done?
A sofa brand built on 10 years of sofa craftsmanship. Our sofas are made in the UK and we sell them direct, so the answers about fabric, size and timing come from us rather than a middleman.
How do I get hold of you?
Send us a message and a real person in our Customer Service team reads it. Once you've ordered you'll hear from us anyway — from purchase through to delivery.
Still stuck?
If your question isn't here, ask us. Real people, straight answers.