Frequently Asked Questions

Orders

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.
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.
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.
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. Please speak to a member of our online sales team and they will be happy to discuss your eligibility for finance.
When selecting finance as your payment method online, you can have a decision within minutes about your eligibility for finance on repayment terms under 24 months. For repayment term over 24 months, our online sales team will call you back to confirm some additional details.
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,
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.
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, V12 Retail Finance or Ikano Bank. You can contact them using the details below:

Creation Consumer Finance – 0371 402 8905 or or visit their website

V12 Retail Finance – 03331 22 11 01 or or visit their website

Ikano Bank – 0371 781 3080 or or visit their website
For purchases online an upfront minimum deposit of £89 is required after your finance agreement is approved, 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.
Unfortunately, we do not offer this payment option.
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).Please speak to a member of our online sales team and they will be happy to discuss your eligibility for finance.
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.
If you have any questions or concerns about payments, don’t hesitate to get in touch and we can put your mind at rest. For pre delivery, general enquiries and payment queries, please contact our team on 0191 731 3300.
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.

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:

Sofas - £69.00

Sofas (Saturday delivery, subject to availability in your area) - £79.00

Dining & sideboards - £99.00

Dining and sideboards (full assembly) - £129.00

Carpets and vinyl - £29.00

Carpets and vinyl within the London Congestion Charge Zone - £45.00

Rugs - £15.00

Laminate and LVT - £49.00

Please note, if you have ordered multiple items, they may be delivered separately, however, you will only be charged once for delivery. This will be whichever delivery cost is highest out of the individual items you have ordered. For example, if you were to order a sofa, rug and lamp table, you would be charged £69 for delivery.
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.
If you paid for you order in full by credit or debit card, you can arrange to collect your order in person. Please ask your sales advisor for more information about this option. If you opted for interest free credit, or buy now pay later offers we are required to deliver to your home.
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 our pre delivery, general enquiries and payments team on 0191 731 3300 who will be happy to help.
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.
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.
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
If you have any queries about your order please get in touch with our pre delivery, general enquiries and payments team on 0191 731 3300 who will be happy to help.
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.

Many of our sofas will be delivered in seperate sections that can be assembled in your home for ease of delivery. If your furniture does not fit when delivered, we may have to charge you the cost of taking your furniture back to our distribution centre.
Unfortunately we are unable to dispose of old sofas or remove it from your home. However, charities such as British Heart Foundation offer a free collection service for old furniture – you can arrange a free collection online, for 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.
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.
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. You can find out more information about fitting costs in our carpet fitting guide.

We also offer a free fitting promotion - in order to quality for the promotion you must purchase an appropriate amount of Comfy Lux, Comfy Deluxe, Comfy Extravagant or Durafit 500 underlay in the same amount as the carpet you choose.
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 (terms and conditions apply).

After sales

In the event there is a problem with your order after you’ve taken delivery, please contact our after care team.
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.

Sofa Protection

All of our sofas are covered by a 20-year warranty on frames and springs, however you can also purchase addition protection for your sofa from £49 per seat. Find out more about our ScS premium sofa guard here

What's included in the cover?

5 YEAR PROTECTION

Premium Sofa Guard is a complete package designed to protect your new sofa and keep it looking great. With our premium sofa guard protection you’re covered for everyday accidental damage like stains, rips and burns, giving you total peace of mind for years to come.

HELPS PROTECT AGAINST BACTERIA

The environmentally friendly, water-based spray helps to protect against bacteria and its harmful effects.

PROTECTS EVERY FIBRE

Enhances the durability of your sofas by protecting every fibre with our unique spray, allowing you to enjoy your new sofa for longer.

ENVIRONMENTALLY FRIENDLY

Our formula for your premium sofa guard protection is a water-based spray protecting you whilst remaining environmentally friendly.

If you are a policyholder and wish to make a claim you can go online at your convenience at claim.castelangroup.com or call 0370 320 6614.

Lines are open Monday to Friday 9:00am to 5:30pm

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.
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

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
You can add to sofa protection to your order any time before delivery. Simply get in touch with ourpre delivery, general enquiries and payments team on 0191 731 3300 who will be happy to help.


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