Before you buy
Frequently asked questions
1) I have placed my order online, what happens next?
Once you have chosen your new furniture or flooring and placed your order, you can relax and let our online sales time take care of the rest. Our team will call you back to complete your order at the time you have selected in the checkout.
2) How do I measure for my sofa?
Measuring up for your new sofa might seem tricky, but it’s really straightforward. At the bottom of each product page you’ll find all the dimensions you will need including height (A) front (B) seat (C) width (D) and depth (E). Always measure any doorways and hallways where your sofa will have to fit through and let us know of any access issues our delivery teams may face i.e. spiral staircases, or top floor flats. If you need a little bit more help, click here for our Sofa Buying Guide.
3) Can I order a flooring sample?
You can request a free carpet sample online for many of our carpet ranges. Simply click the ‘Request Sample’ link on each carpet product page, complete your details and a carpet sample will be sent direct to your doorstep within a couple of days.
4) Do you provide a free measuring service for flooring?
We understand not everybody is confident measuring for new flooring and that’s why we offer a free measuring service, so we can do the hard work for you. Simply complete the form online when making your order, or call our Carpet & Flooring Hotline on 0800 731 0048 to book an appointment with one of our experts. Alternatively, you can book your appointment while visiting our flooring department in store.
5) How do I use a voucher code?
Before using any discount codes, we always recommend reading our Terms and Conditions of the promotion to ensure the discount is applicable to your order. Once you have confirmed that the voucher code is eligible, simply add the voucher code to the ‘do you have a promo code box’ in the shopping basket and enjoy the discount on your new purchase.
Payment and finance
1) What forms of payment do you accept in store?
In-store we accept all major debit and credit cards, including Visa, MasterCard, Maestro and American Express. We do not accept PayPal in stores. Finance options are also available in store. You can also pay by cash, cheque or banker's draft.
2) What forms of payment do you accept online?
Online we accept all major debit and credit cards, including Visa, MasterCard, Maestro and American Express, as well as payment by PayPal. You can also spread the cost of new purchase with up to 4 years interest free credit, 0% APR representative. Simply choose your preferred payment method at the bottom of the shopping basket.
3) I have a poor credit score – can I still apply for finance?
Please speak to a member of our online sales team and they will be happy to discuss your eligibility for finance. You must have no County Court Judgements or a history of bankruptcy.
4) What information do you require for my finance application?
When we call you back to confirm your order, please have to hand your bank account details and debit card for your current account, proof of identification (driving license, passport or electricity bill), together with employment or income details.
5) How soon will I know if my credit application has been successful?
After you have placed your order, a member of our online sales team will call you back to walk you through the finance process, and will be able to let you know if your application has been approved. In certain circumstances, approval may take longer if the finance company requires more information to support your application, but we will let you know if this is necessary.
6) I am on benefits; can I still apply for finance?
Yes, as long as you have been a permanent resident of the United Kingdom for the last 3 years, and are able to pay the required deposit upon completion of your finance agreement. You must have no County Court Judgments or history of bankruptcy, and hold a UK bank account that accepts Direct Debit instructions. You must also hold a UK bank account that accepts direct debit instructions. You can also apply if you are in receipt of a non-means tested benefit IE disability, PIP carers allowance or if your spouse is in employment for at least 16 hours a week.
7) I am retired – can I still apply for finance?
Yes, as long as you have been a permanent resident of the United Kingdom for the last 3 years, and are able to pay the required deposit upon completion of your finance agreement. You must have no County Court Judgments or history of bankruptcy, and hold a UK bank account that accepts Direct Debit instructions.
8) How can I change my direct debit information for my finance agreement?
You will need to contact the finance company who your agreement is with; this will be on your paperwork that is sent to you on completion of your order acceptance. We offer finance through a third party lender, which will be either Creation or Barclays. You can contact them using the details below:
Creation Consumer Finance – 0371 402 8905
Barclays Partner Finance – 0800 15 22 888
9) Do I have to pay a deposit?
After your finance agreement is approved, an upfront minimum deposit of £59 is required, but you can pay more to reduce your monthly payments. The deposit must be paid either by debit or credit card and we do not charge any credit or debit card fees.
10) Can I pay cash on delivery for my ScS order?
Unfortunately, we do not offer this payment option.
11) When is the outstanding balance due to be paid?
Any outstanding balance must be fully paid and cleared by the bank a minimum of two working days before delivery. If you would like to pay by cheque, please allow at least seven working days clearance (10 working days in Scotland).
12) What happens if I have already arranged finance with ScS?
If you have already arranged finance and paid any agreed deposits, you can look forward to your new furniture arriving. Finance payments do not begin until after you have taken delivery of your order.
13) Who do I contact if I have a query about payments?
If you have any questions or concerns about payments, don’t hesitate to get in touch and we can put your mind at rest. If you placed your order in store, please contact the store as soon as possible. Alternatively, if you ordered online, get in touch with us here.
14) I have an insurance mandate, what do I do?
Ordering your furniture with an insurance mandate is easy and stress free with ScS. You can order online or visit one of 100 stores, where our expert staff will be able to help you choose the perfect replacement furniture. If you have any questions, please don’t hesitate to call our online team on 0800 731 0048 and they will be happy to advise you.
1) How much is delivery?
Depending on your order, we have a range of standard charges for deliveries within a 30-mile radius of any ScS store or distribution centre. For customers living outside a 30-mile radius of a ScS store or distribution centre, there may be an additional fee which we will inform you about at the point of purchase.
Our standard delivery charges are:
Rugs - £15.00
Carpet, vinyl and flooring £29.00
Laminate and wood - £49.00
Sofas - £59.00
Sofas (Saturday delivery, subject to availability in your area) - £79.00
Dining and sideboards (full assembly) - £99.00
If you order items with different delivery charges, you will be only charged the highest standard charge. For example if you buy a sofa and a carpet, you will only be charged £59 for delivery.
2) How long will it take for my order to be delivered?
All ScS orders are tailor-made to your exact requirements and, as such, lead times can vary, but we will give you an estimated delivery date when you place your order. If for any reason your delivery is delayed, we will keep you informed and give you a new estimated delivery date.
3) Can I pick my order up from store?
Unfortunately, we do not offer pick up from any of our stores or distribution centres.
4) What if my order is delayed?
The delivery date quoted on your order form is an approximate estimate; this is because your order is made bespoke for you. In the event your order is delayed, please remember that there is a four-week leeway on all furniture delivery dates. So if there are any issues with the manufacturer of your goods, we will give you a call or write to you with a new estimated delivery date.
If the four-week leeway has passed, please get in touch with the store where you placed your order, you can find the telephone number and e-mail addresses for our stores in the store finder. If you placed your order online, please call our online sales department on 0800 731 0043.
5) When will my order be delivered?
When you place your order online or in-store, you will be given an approximate delivery date and will contact you directly when your furniture arrives into our distribution centre. Where possible, we aim to deliver your order within two working days of it arriving with us.
We understand that not everyone can take time off to wait in for their order to be delivered, which is why we deliver six days a week between 7am and 7pm, including a premium Saturday Delivery service. Our delivery team will call you an hour before their estimated time of arrival, so please provide us with a mobile number or daytime phone number.
6) Do you deliver on weekends?
We are pleased to offer a premium Saturday delivery service (subject to availability in your area), so you can take delivery of your order at a time that is best suited to you. There is a premium charge of £79 for deliveries within a 30-mile radius of a ScS store or distribution centre and you can find out more information on our Saturday Delivery service page.
7) What happens if I can’t take delivery of my order on the agreed date?
Please let us know if the agreed delivery date is not convenient for you and we will be happy to arrange a more suitable time. Unfortunately, if we haven’t been informed that you can’t take delivery and nobody is home to accept your order, we may have to charge you the cost of taking your furniture back to our distribution centre.
8) Who can I contact if I have any queries before my furniture is delivered?
If you have any questions about your order and you placed your order in-store, please contact the store where you placed your order and they will be happy to help. You can find all of the store contact details here including e-mail address and telephone number.
For online orders please call 0800 731 0048 to speak to a member of our online sales team or email firstname.lastname@example.org.
9) What if my furniture doesn’t fit on delivery?
Whilst most sofas go into homes easily, we always advise that your carefully check all dimensions of your chosen sofa, before making a purchase to ensure that your new sofa can fit through any doors, hallways and stairways when delivered.
In the event that your purchase doesn’t fit into your home, we will be happy to arrange for a highly-trained independent technician to dismantle your sofa on delivery and re-build it inside your home for an additional fee.
If your furniture does not fit when delivered and we haven’t been notified to dismantle your sofa, we may have to charge you the cost of taking your furniture back to our distribution centre.
10) Will you remove my old furniture?
Unfortunately we are unable to dispose of old sofas or remove it from your home. However, we work closely with the British Heart Foundation, who offer a free collection service for old furniture – you can call them on 0808 250 0030 to arrange a time and date best suited to you. Alternatively, your local council can arrange for old furniture to collected and disposed of, or recycled properly.
11) Do I need to clear my room before delivery?
Before your agreed delivery date, please ensure to clear the space where your new sofa will be placed. This will help our delivery team to deliver your sofa quickly and easily, without causing any damage to your new purchase or your home.
12) Do you offer a carpet fitting service?
After you have placed your flooring order, we can arrange for a ScS approved fitter to visit your home and fit your flooring for an additional cost. If you placed your order in store, please contact the store where you purchased your flooring or call our flooring hotline on 0800 731 0048.
You can find out more information about carpet fitting rates in our carpet and flooring fitting guide.
13) Do you deliver to off-shore UK islands?
We do not offer a delivery service to off-shore UK islands, but we can arrange to deliver your order to carrier who will then deliver it to your home. This will need to be arranged independently and may carry an additional delivery charge, which will be agreed at the point of purchase.
1) My order has been delivered but there is a problem – who do I contact?
In the event there is a problem with your order after you’ve taken delivery, please contact our Aftercare Customer Services Team on 0191 521 9521 between 9am- 5.30pm, Monday to Friday. Alternatively you can e-mail email@example.com.
2) How long is my furniture guaranteed for?
Buying new furniture is an investment purchase and we want to give you confidence in the quality of your new purchase. All ScS orders are covered by a 12-month parts and labour guarantee (subject to normal wear and tear). We also offer a 20-year frame guarantee, as well as a two year warranty on electrical components and recliner mechanisms on sofas and chairs.
1) What sofa protection do you offer?
We appreciate that you want to keep your sofa in the best possible condition, but accidents can happen. That’s why we offer a five-year sofa guard, to protect your sofa against a range of stains and structural defects in your sofa, giving you peace of mind.
2) What carpet protection do you offer?
Buying a new carpet is an investment and we understand that you want your carpet to look good for years to come to get the best value for money. That’s why we would always recommend buying our SOS Carpet Care Kit to help remove any stains when they occur.
3) How else can I protect my furniture?
At ScS, we offer both fabric and leather care kits to ensure your furniture stays looking brand new for longer;
A fabric care kit includes:
- Textile cleaner
- Stain-away cleaner
- Ox cleaner – to treat stains caused by food, drink, urine, blood or water and yellowing etc
A leather care kit includes:
- A care cream that provides powerful cleaning and protection for your sofa
- An ‘ink away stick’ to combat ballpoint pen, make-up products and tough stains
A carpet care kit includes:
-Carpet stain away for removing fresh stains
-Carpet stain remover for greasy stains
-Ox cleaner for stains such as food, drink and urine.
4) Can I order sofa protection if I have already placed my order?