We have tried to make this as easy as possible but please make sure you have read and understood our terms and conditions. Please ring us on 02037 275196 if you have any concerns.
Here are some of the most common questions for you to consider before placing an order:
Easy access – are the doors wide enough, are there any awkward stairs, lift or passageways?
Will the furniture fit in the room?
Please note that if you are buying any extra items such as a footstool etc. at a later date, there may be a slight colour shade difference. It is therefore best to order everything at the same time.
If you are unsure about anything, please give us a call on 02037 275196 to speak to one of our team members.
We will confirm your order by e-mail. You must check this e-mail to ensure we have your correct address, telephone/mobile number and order details. We also ask you to confirm that you are happy with the allocated delivery date. PLEASE NOTE that we would not attempt the delivery till you have confirmed the date with us.
After you have confirmed, preferably by email, that all details are correct and that you can accept delivery, we will confirm by email your delivery date, your estimated delivery time window and the mobile number of the delivery driver.
The Standard delivery is FREE to England, Scotland and Wales (mainland only), except for the following postcodes:
EX, PL, TQ, TR, AB, DD, IV, KW, KY, PA 28-38, PH, DD 1-7, KY, PA 28-38, PH 1-9 & PH 12-14, AB, IV, DD 8-11, PH 10-11 & PH 15+ and KW postcodes.
Our Admin team will contact you for payment prior to confirming your delivery date or alternatively you could ring our office on 02037 275196 to make the payment. Delivery Additional Charges
If you want to amend your delivery date you must notify us at least 2 working days before your delivery date as orders are collected by our carriers in advance. Any amendments made after the cut off time will incur £20 admin fee.
If you are not at home when we attempt delivery you will incur a failed delivery charge of £80
If the sofa doesn’t fit in the property, there will be a failed delivery charge of £80. If you are not sure about the dimensions, please ring our office on 02037 275196.
A £80 failed delivery fee plus any large item and/or postcode surcharges will apply. Any failed delivery charges will be added to your invoice or deducted from your refund as applicable.
We work hard to keep our delivery promises, however delays can occur that are outside our control. We will not be liable for any late or missed delivery. On the day of delivery our delivery driver will text you if you have given us an updated mobile number. The drivers will keep you informed throughout the day, prior to delivery. They will ring you as they complete the delivery prior to yours, to give you an estimated time of arrival. The drivers provide you with their mobile number so you can contact them.
We offer a free standard two man delivery service to the room of your choice. Rooms must be on the ground only. Higher floor delivery is charged at £30 through our Premium Delivery Service. Packaging is left with yourselves to dispose of, unless you opt for the Premium Delivery Service.
Please ensure that you inspect the goods when unpacked, before you sign for them as we cannot accept any responsibility for damages found by you after you have signed for the item. Risk of damage to or loss of the products shall pass to you upon delivery.
For security reasons, a signature is required upon delivery of your order. Please note we are unable to accept responsibility for any damage caused to your property by our courier. It is also the customers responsibility to check the product measurements to ensure that the item can be delivered into their home, failure to do so will result in a failed delivery cost of £150.00.
We buy direct from the factories so we can pass on the savings to you. Prices are subject to stock availability. All prices are displayed inclusive of V.A.T.
We offer a PREMIUM DELIVERY SERVICE which is currently only £30.00. We recommend this service as the drivers will deliver your sofas even to higher floors as well as the removal of all the packaging, which is often very bulky and will not fit in a normal domestic bin. To opt for this service, please either call us on 02037 275196 or send a message.
Distance selling regulations only apply to your order if the goods have not been custom made to your specification. All our sofas under bespoke section can be customised in various colours. Please ensure that the item will fit in the property as we are unable to take any bespoke items back and process any refund. Crushed Velvet Furniture will not take any responsibility for a non-fit item.
You can return the item(s) that are faulty or within 14 days (See right to cancel) you want to return the items, you will have to bear the direct cost of returning the goods to our warehouse.
To assist in this matter, we offer a subsidised collection service. The fee is £80 plus any large item and/or postcode surcharges that may apply. Any returned items must be in an unused and re-saleable condition.
You will only be liable for any diminished value of goods resulting from the handling other than what is necessary to establish the nature, characteristics and functionality of the goods.
Please note our returns and refunds policy does not apply to business customers. It is the responsibility of the business to ensure that the products purchased meet the standards required for the environment in which they will be used.
If the items are damaged or worn, we can only repair and sell the items on as second hand and then refund to you the net proceeds of this sale. A full refund (net of any appropriate delivery and collection fees) can only be given when the items have been returned to our warehouse in an unused and undamaged condition. Refunds will be processed after the items have been returned to us and may take up to 14 working days.
You must note any packaging or product damage clearly on the dispatch note (do not sign if unchecked) as we cannot accept liability for any damage reported to us at a later date. You must call us while the driver is still there if you wish to return the item. We will require photos (via email, text or post) showing the damage or fault before we can determine the best course of action. Damaged or faulty products will where ever possible be fixed by sending out a furniture restorer to your address. If you are out when the furniture restorer calls we will rearrange another visit however there will be a charge for this. Please note that if a fault occurs it is at our discretion which part we will repair or replace to restore your product back to the condition that it was delivered but in.
All our products come with a 1 year manufacturer’s guarantee, unless otherwise stated. The guarantee starts from the date of delivery and offers cover against manufacturing defects on the structure of the frame and frame springs or any defects which may arise, under normal use, through faulty factory workmanship, including sofa bed and recliner mechanisms.
Distance selling regulations only apply to your order if you have not examined the product in our showroom.
You have the right to cancel this contract within 14 days without giving any reason.
The cancellation period will expire after 14 days from the day of delivery.
To exercise the right to cancel you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, e-mail and fax).
If you cancel this contract we will reimburse all the payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us)
We may take a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. You are the owner of the furniture once it has been delivered to you; therefore it is your responsibility to take good care of the furniture.
If you choose our subsidised collection service, this will be deducted from any reimbursement.
We will make the reimbursement without undue delay and not later than:
a) 14 days after the day we receive back from you into our warehouse any goods supplied
b) If there were no goods supplied, 14 days after the day on which we were informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
We will make every effort to fulfil your order; however we reserve the right to cancel at any time and will not be liable to you or any third party. We also reserve the right to refuse any transaction for any reason or refuse service to anyone at any time at our sole discretion.
The product images shown are for illustration purposes only and may not be an exact representation of the product. Crushed Velvet Furniture reserves the right to change product images and specifications at any time without notice. Please contact us to ask for fabric samples prior to placing your order.
Our products are usually produced in batches and for that reason it is advised that you order multiple items at the same time as we cannot guarantee that a product ordered at a later date will be a perfect match in colour.
Payment methods include debit or credit cards, Visa, MasterCard, Electron or Maestro. Payments can be also be made electronically by bank transfer; details will be provided on request but please ensure to use your order ID or surname as a reference to locate the payment.
Crushed Velvet Furniture do not accept any responsibility for cash sent in the post and strongly advise that you do NOT use this method of payment.
PLEASE NOTE that we are unable to deliver goods anywhere other than of the card holder and/or the billing address (where the card is registered to). If the delivery address is not same as the billing address, the payment must be done by either bank transfer or secure chip & pin.
We do not store credit card details nor do we share customer details with any 3rd parties.
We take all reasonable care to ensure that all the details, descriptions, images and prices appearing on the Website and in company communications are correct. Any typographical, clerical or other error in omission shall be subject to correction without liability. Photographs are for illustrative purpose only and may not exactly match the product itself. To help ensure that you purchase the sofa colour of your choice, you can always request a sample swatch to be sent out.
Please ensure that you understand what is included in the offer. Item not included in the description will probably not be included. Extra cushions will not normally be included unless mentioned in the description. If complimentary cushions are included, they may be in a slightly different design. If in doubt, and you need clarification, please ring our office.
We will not be liable to you for any indirect or consequential loss or damage arising out of any problem you notify to us and will have no liability to you for any failure or delay in delivering goods or any damage or defect in goods delivered which is caused by any event or circumstance which is beyond our reasonable control.
