Customer Charter & Terms and Conditions

1. Our Terms and Conditions

You can purchase goods from us via a number of channels, including in store, via our website and on the telephone or webchat.

These are the terms and conditions (“Terms”) on which we supply our goods to you.

Since most of our orders are for delivery to the UK mainland, the focus of these Terms is those deliveries. However, we do deliver to non-mainland addresses and these Terms set out the different timescales and procedures that apply to these deliveries or alternatively, we will notify you in advance of any special terms that will apply to these orders.

We offer different terms for our products and set these out where relevant. We have set out in these Terms what our different classifications mean and if any other terms apply to these goods.

Items on display in store are the property of Sofology.

Please read these Terms carefully before you submit your order to us. These Terms tell you who we are, how we will provide goods to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

For further details about how we use information provided by you, please see the Personal Data section.

By continuing with your order you are agreeing to be bound by these Terms and any purchases that you make are subject to these Terms. If you do not accept the Terms you will not be able to order any goods from us.

2. General

These Terms apply between you and us. Unless expressly stated, no other person may benefit or rely on these Terms. Any rights under the Contracts (Rights of Third Parties) Act 1999 are excluded to the fullest extent permitted by law.

We reserve the right to change these Terms from time to time and this shall be done by updating the terms on our website. Therefore, it is important you check the terms every time you place an order.

If any provision of these Terms (or part of any provision) is found by any court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed not to form part of the Terms, and the validity and enforceability of the other provisions of these Terms shall not be affected.

Where possible, if a provision of these Terms (or part of any provision) is found illegal, invalid or unenforceable, the provision shall apply with the minimum modification necessary to make it legal, valid and enforceable.

Our website is solely for the promotion of our goods in the UK. We deliver to all parts of the UK including the Highlands and Islands of Scotland, the Isle of Man, the Channel Islands and the Isle of Wight.

These Terms and resulting contracts are governed by English law and, wherever you live, you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

3. Information about us and contact details

We are Sofology Limited, a company registered in England and Wales. Our company registration number is 01778734 and our registered office is at Ashton Road, Golborne, Warrington, WA3 3UL. Our registered VAT number is 255612214.

For details on how you can speak with our Customer Care colleagues, visit our ‘Get In Touch’ page, alternatively, you can write to us at our Support Office address which is, Sofology, Golborne Point, Ashton Road, Golborne, Warrington, WA3 3UL.

If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

When we use the words “writing” or “written” in these Terms, this includes emails.

4. Specifications

At Sofology, we exclusively design the majority of our own furniture or work in partnership with our skilled manufacturers worldwide. As part of this process, we operate a constant improvement methodology, where designs are updated and improved when necessary in order to both improve small details in the aesthetics, or to improve performance. As a result, our specifications may change without notice and, whilst our products remain essentially identical to the sample on display in store or on our website, there may be reasonable changes and updates made over time that means it is not identical.

All our products have been designed and manufactured for domestic use. If you intend to use any of our products in a commercial property or for business purposes, it is your responsibility to ensure that the products purchased meet the standards expected for the environment in which they will be used.

5. Pricing Errors

We try our best to ensure that all visible prices, both in store and on our website, are accurate and up-to-date. If we discover any errors in the pricing of the goods you have ordered we will inform you as soon as possible.

If we have displayed an inaccurate price, we are not obligated to provide the goods at the incorrect price, even if we have accepted your order, and in these circumstances, we will inform you as soon as possible and offer you the option of reconfirming your order at the correct price, or withdrawing your order. However, if we are unable to contact you, or if we do not receive a response from you within 7 days, we will then treat the order as withdrawn and you will receive a full refund of any payment you have made. Refunds will usually be made within 14 days and via the same method as the original payment.

6. Our Contract with You

To place an order with us you must:

Provide the information we require, such as name, payment details, delivery address, email address and phone number
Be over the age of 18
Be purchasing goods to be delivered in the UK
Arrange your payment method

We take payment (in full or by way of deposit) at the time you place your order. Taking payment does not mean that we have accepted your order and if we are unable to accept your order, we will refund your payment. We set out below further details in relation to your deposit and payments.

If you order via our website, you can pay by clicking on the checkout button and continuing as instructed. If you order via our Direct Sales Team or in store, you will pay once prompted by your Sofologist.

Your chosen payment type will be charged when you submit your order, whether you are paying in full or via deposit. This includes deposits prior to the finance application (if any) being submitted.

The only way we can accept payment is by one of the following payment methods: Credit /Debit card, Paypal (Website only) and 0% APR interest free credit. Depending on how you choose to pay, your payment may be subject to validation checks and/or third-party authorisations.

7. Your Order

Whenever you place an order, it is your responsibility to check that all details, items and colours on your order are correct, as well as checking when products will be available for delivery and if the timetable accords to your needs. Please note, that for non-mainland deliveries, including Northern Ireland, delivery timescales may (depending on circumstances) be amended. Delivery timescales will vary between suppliers, as well as the category of furniture, such as ‘Made to Order’, ‘Clearance’, 'Outlet', or ‘Rehome Me’. All delivery timescales will be discussed and agreed at the point of sale.

If we are unable to accept your order, we will inform you of this as soon as possible and will not charge you for the item that you have ordered. Examples of this include, but are not limited to: the item is out of stock; unexpected limits on our resources which we could not reasonably plan for; we have identified an error in the price or description of the item. Any money you have paid will be refunded to you in the same manner in which you paid.

8. Making Further Payments & Claiming Back VAT

You can make additional payments towards any outstanding balance by contacting your local store or the Customer Care team.

Our prices are given in pounds sterling and include VAT and any other applicable taxes.

VAT Relief

If you’re accepting delivery in the Channel Islands and are therefore entitled to claim back the VAT, the process may vary depending on who is delivering your items. If you are arranging your own delivery to the Channel Islands, you must provide the original shipping document or bill of lading to Sofology. Once we have confirmation, the Finance Team will arrange for the VAT to be processed back to you. If we have arranged the delivery for you using one of our Delivery Partners, then we will arrange for your VAT refund to be processed.

Generally, you have to pay VAT on the things you buy, but VAT relief is available on a limited range of goods and services for people who are registered as disabled. We may have products available that you would be able to claim such relief, for example: recliners with a ‘rise and tilt’ support mechanism. The Sofology Finance Team will process a refund of the VAT once the relevant documentation has been provided. Please see relevant government websites to see if you are eligible.

9. Finance Agreements

All finance is subject to status. Sofology is a broker not a lender and will make an application on your behalf through one or more finance providers at the point of order. The finance provider will complete all necessary credit checks on the applicant and return an approved or failed status. For further details please see our Privacy Policy.

Up to 3 years 0% APR finance options available, minimum spend £600. Example monthly payments are illustrated using a 10% deposit, or £100, whichever is greater. Subject to acceptance. Credit is provided by external finance companies as determined by Sofology.

Some agreements will be delayed in decision making while your credit status is checked, this is called ‘referral’. On occasions, you may be asked to provide additional identity documents.

Once approved, you will be required to electronically sign your finance documents, as your credit agreement forms part of a linked and legally binding contract. This means that by entering into such an agreement, you are obliged to pay the specified amount by the specified due date as detailed on your finance agreement.

10. Acceptance of your Order

We will send you an email confirming our acceptance of your order, the details of your order will be confirmed in this email. Once we have accepted your order, a contract will be in place between us and we will instruct our manufacturing partners to commence production.

11. Delivery

Lead Times
We will inform you of the approximate lead time for delivery when you place your order and will use all reasonable endeavours to deliver within this timeframe. Please note that for non-mainland deliveries, including Northern Ireland, lead times are subject to an additional 2 weeks on top of the approximate quoted lead time, and for the Scottish Highlands it’s an additional 1 week.

Delivery Address
It is your responsibility to ensure that you notify us in relation to any changes to your delivery address.

For purchases on Finance, it is your responsibility to inform your finance provider of any change in address. We can only deliver to the address agreed with your finance provider.

Delivery Fee
We charge for the delivery and installation of your upholstery items.

For UK mainland addresses (including Northern Ireland and the Scottish Highlands) this fee will be £129 per order.
For non-mainland addresses (including the Islands of Scotland, the Channel Islands, the Isle of Man, the Isle of Wight and the Republic of Ireland) the fee will be £199.

You will be informed of your total delivery fee before your order is confirmed.

If your order contains multiple upholstered items they may be delivered separately but you will only be charged once for delivery.

Some in stock products may be available for collection in store, in which case we can arrange for you to collect during store opening hours, or take home immediately after purchase. Please ask at the point of order.

Missed Your Delivery or Need to Make A Change?
We work to set capacities and delivery routes, so we can arrange deliveries as quickly as possible and keep our customers updated every step of the way. If you need to change your delivery slot, we ask that you give us at least 72 hours notice. If you need to make a change with less than 72 hours notice, you will have to pay a redelivery fee. This will be charged at the current delivery rate for your delivery address.

If you’re not home when our drivers arrive, meaning we’ve been unable to make the delivery, we’ll be more than happy to come back on another day, however you will need to pay for a second delivery. This will be charged at the current delivery rate for your delivery address.

Third Party Deliveries
From time to time we may introduce you to a third party delivery provider to collect and deliver an item from one of our stores to your delivery address. If you choose this option you will enter into a contract with the third party and arrange delivery times. Such providers will make a charge to you for collection and delivery but for administrative ease this payment will be collected by us and remitted to the local delivery provider on your behalf.

Arranging Delivery
Delivery can only be arranged once the balance has been paid in full or if a finance agreement is in place for the remaining balance.

When you place an order via any channel, you will be asked to confirm the earliest possible date that you can accept delivery of your furniture. We refer to this as your “Earliest Acceptance Date”. Once this date is set, it cannot be amended, as our Supply Chain is reliant on it given we have distribution warehouses rather than storage facilities. This means we are unable to hold furniture longer than 7 days. In setting an Earliest Acceptance Date, you agree to accept your furniture within 7 days of them becoming available for delivery.

Whilst we will endeavour to deliver your goods within 7 days of them becoming available for delivery, circumstances outside of our control (for example carrier logistics) may require a longer period.

What if I can't take delivery when agreed?
Should your goods arrive prior to your Earliest Acceptance Date, your furniture will be stored up to that date and 7 days beyond, free of charge. After that date, it is your responsibility to source your own storage facilities.

If you are unable to accept delivery within the agreed time, goods will be restocked for resale and will fall under the rules for cancellation, therefore incurring a fee of 30% of the full price of the furniture.

Signing for goods
You are responsible for ensuring that you are available to accept delivery. If you are not at the designated address at the time of delivery, there must be an adult available who is capable of receiving delivery on your behalf and who has your authority to represent you and to give instructions on your behalf. In no circumstances, will any goods be left without being signed for.

What if my sofa doesn’t fit on Delivery?
Please see section called ‘your rights to make changes to the contract’.

What if Delivery is Delayed?
Occasionally, delivery of goods to you can be delayed, this is usually out of our control. Examples may include: production issues; shortage of raw materials; a quality failure of components or materials, or delays in shipping. In all of these cases we will endeavour to provide regular updates on progress and will rebook your delivery at the earliest possible date. If delivery is delayed for a prolonged period, we will contact you to discuss alternative options. Time of delivery is not of the essence.

Ownership of Goods
You will become the owner of the goods you have ordered at the time of successful delivery or if appropriate, once they have been delivered to your courier.

12. Your rights to make changes to the Contract

For in-store purchases:

We encourage all of our customers to take their time and make a considered purchase, as we are unable to cancel orders where Sofology is not at fault, as there are no statutory rights to change your mind.

Purchasing a sofa is a big decision, so we give all of our customers 48 hours from the time of purchase to double check everything on their order is correct, and customers can change the colour, combination or their choice of range during this time. Customers must visit or call their local store.

Outside of the 48 hour period, decisions to amend all or part of an order are at Sofology's discretion. In circumstances where a decision is made to amend all or part of your order, therefore changing the initial contract, you will have to contribute towards our costs, which will have been incurred by preparing and confirming your order with our manufacturing partners. If you’re outside the 48 hour period and you need to discuss amending your order, you’ll need to speak to one of our colleagues in Customer Care by visiting our ‘Get In Touch’ page.

Customers will be required to pay a 25% contribution of any items they wish to amend outside the 48 hour period. Any monies paid over and above that contribution, for goods that have not been received, will be refunded back.

13. Consumer Contract Regulations 2013

The Consumer Contracts Regulations 2013, which we refer to as CCR, offers you rights to cancel when you buy certain types of products exclusively online or by phone.

If you have ordered via our Direct Sales Team (on the phone) or via our Website and have not seen the goods, and you have never visited a Sofology store to see the goods before purchasing on the phone or via our website, you have the rights to cancel your order and these are set out below;

13.1 If you cancel prior to delivery, you are entitled to a full refund, including standard delivery charges. If you have paid for non-standard delivery, you will not receive a full refund of this, instead, we would retain the difference between standard delivery and any enhanced delivery charges.

13.2 If you reject items during delivery (on the day of delivery) or up to 14 days, starting the day after the day of delivery, you will be required to bear the cost of returning the goods as set out in 13.7. This also applies to items you wish to return because they have not fit into either your home or room of choice due to access issues or measurements.

13.3 You must contact Sofology in writing to make us aware that you wish to return any item(s). The Sofology General Enquiries team will also accept requests over the phone - please note, all of these calls are recorded. Call us on 03444 818181 or write to us at our Support Office address, which is: Sofology, Golborne Point, Ashton Road, Golborne, Warrington, WA3 3UL. For details on alternative ways you can speak with our Customer Care colleagues, visit our ‘Get In Touch’ page.

13.4 Requests must be within 14 calendar days, starting the day after the day of delivery.

13.5 We have a further 14 days from the initial request to collect the furniture, in the meantime, you must not use the goods and should not treat them like your own.

13.6 A deduction may be made from your refund if the goods are used, for any loss of value/excessive handling or when an item has been partially/fully built. You are liable for the amount by which the value of the goods is diminished as a result of you handling the goods beyond what is necessary to establish their nature, characteristics or functioning.

We will not deduct for the removal of packaging, but may deduct for damages or wear and tear where the item has been used rather than checked. For example, you can sit on it and test as you would do in-store, but not sleep on it, eat on it, etc. It must not be used and must be protected from damage at all times.

13.7 You must bear the direct costs of returning the goods. Sofology will charge up to 15% per item to collect, capped at a maximum of £300 per order. This fee covers, but is not limited to: the collection charge; admin costs; repacking costs and restocking costs. Items must be collected by Sofology. Regrettably, we can't accept returns to a Store unless the item was originally collected from the Store.

13.8 From the day of collection, your refund will be processed within 14 calendar days. Within the 14 days, we will inspect and ensure the goods have been returned in good quality. We can start the refund process, however, for example, if you have bought on finance, the funds may not be received by you within the 14 days, but we will process the refund by day 14. Over any bank holiday, one additional day for every bank holiday during the 14-day period will be added.

14. Outlet Items

"Outlet" items consist of, but are not limited to: discontinued products; overstock; cancelled orders.

Please note, "Outlet" items were referred to as "Clearance" items on any orders placed prior to March 2023.

Availability of Outlet items are subject to location, and it may be that the product you wish to order is exclusive to a particular region. We’re unable to move items between our distribution centres. We will require your postcode in order to assess availability.

Outlet items are fast moving. They are sold subject to availability and on a ‘first come first served’ basis.

Depending on the product, the item you see in store or online may not be the exact model you receive.

For information on Delivery and Warranty, please see the relevant sections in these Terms.

15. Rehome Me Items

“Rehome Me” items are sold in store only and consist of, but are not limited to: items with minor imperfections; items that have been returned by customers who didn’t think they were quite the right fit for their home. The pricing of a Rehome Me item reflects its condition.

Rehome Me products are fast moving and are sold subject to availability on a ‘first come first served’ basis, therefore payment must be made in full at the point of purchase.

At present, we are regrettably unable to offer Finance as a payment method for any Rehome Me items.

For information on Delivery and Warranty, please see the relevant sections in these Terms.

16. Sofology Warranty

This clause sets out the warranty that is provided in relation to upholstered items. The points below summarise the position in relation to the goods. Please note that our warranty does not affect your statutory rights.

16.1 The Sofology warranty varies depending on the time of purchase, as well as the type of items you have purchased.

Made to Order & Outlet Items

For purchases on or after 7th November 2023, Sofology provides you with a Lifetime Structural Warranty. If you purchased prior to this date, and would like information about the warranty available on our furniture, please 'Get in Touch' with our Customer Service Team.

Our Structural Warranty covers your furniture against manufacturing defects or failures of the frame construction and suspension (springs or webbing).

We also provide a Manufacturing Warranty for manufacturing defects for 2 years on:

Leather & Fabric Coverings
Interiors & Cushions
Feet
Stitching
Mechanisms (Moving Parts, such as recliners, swivel base, etc)
Electrical Components (Such as lights, refrigerators, switches, cables, etc)

Rehome Me Items

Rehome Me items have a 2 year Structural Warranty only. This covers your furniture against manufacturing defects or failures of the frame construction and suspension (springs or webbing).

16.2 What you need to know about your warranty

In this section references to warranty are references to both the Structural Warranty and/or Manufacturing Warranty.

Exclusions to the warranty
Wear & Tear
Misuse (Accidental or Deliberate)
Leather/Fabric failure due to exposure to chemicals or biological fluids
Failure to maintain
Commercial use

Please note, the Sofology warranty is non-transferable if you choose to sell or donate your furniture to someone else.

Eligibility
If you need help within your warranty period, you must meet the below criteria;

You were the original purchaser of the Product from Sofology
You can provide proof of purchase for the relevant Product
The Product was used for normal household/domestic purposes only
The Product was purchased in the UK and has remained in the UK for the duration of ownership
The product has not been repaired or altered by any unauthorised third party

Non-Authorised Repairs and Changes Made by You
If your furniture is repaired or altered by a third party, who is not one of our recommend repair partners, this will void your warranty, therefore, we advise that you contact us to discuss options prior to instructing third parties to repair or amend the goods.

Business Users (Non-Domestic Use)
Provision of warranties is for domestic end users only. 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. This means that for non-domestic use we cannot accept any responsibility or liability for safety standards or compliance where we have not specifically supplied safety certification in writing for use of the product in that environment.

17. If you discover a fault with your product

For details on how you can speak with our Customer Care colleagues, visit our ‘Get In Touch’ page.

As a customer, it’s your legal right to receive either a repair, replacement or refund for products that are faulty depending on how long you have had them for. We'll offer resolutions based on the timelines outlined in the consumer legislation in force at the time of purchase.

At the time of delivery, if your furniture is faulty or damaged, you have the right to reject the item(s) and in this case, the item(s) should be returned to Sofology and a full refund of monies will be paid, however, if it can still be used despite the damage and you would like to keep the item(s) we will work with you to arrange a repair by one of our industry leading furniture technicians.

If a fault or damage is discovered up to 30 days after delivery, please contact us as soon as you notice the defect so we can review and discuss the options available, which include: a repair; a refund; a replacement. In the event that a repair would not correct the issue, we will replace the item(s), or give you a full refund including any delivery charges. The item(s) must be returned to Sofology before a refund can be given.

If a fault or damage is discovered more than 30 days after delivery, we have the opportunity to inspect and repair the item(s). As a retailer, it’s our choice as to what the most effective resolution will be. Our aim is to always offer a long and lasting resolution, but if we are unable to resolve the issue this way then you may be entitled to a refund.

If you discover a fault after 6 months from the date of delivery, then as a consumer you will have to provide evidence that the product was faulty at the time the goods were delivered to you, rather than the fault being due to reasonable wear and tear. This may require some form of expert report or evidence.

What if it's not a manufacturing defect?
If the problem reported is not a fault of the furniture, for example, because it has been caused by wear and tear or accidental damage, then we will be unable to repair the furniture under your warranty. However, we will be able to provide you with a quote for our chargeable repair service, subject to the issue and parts availability. If it’s accidental damage and you purchased Sofashield, please see the relevant section.

Resolutions
Any resolution that you agree will be deemed by us to be a variation to your contract of sale for the item. Accordingly, if you accept a replacement piece of furniture or replacement part as the resolution, you will be unable to change your mind at a later date.

18. Further Advice

You can get advice regarding your legal rights from your local Citizens Advice Bureau. Nothing in these terms will affect your legal rights.

19. Sofashield

Sofashield is available on ‘Made to Order & Outlet’ upholstered items only and can be added to your order at any point prior to delivery. Regrettably, we don’t offer Sofashield on ‘ReHome Me’ items.

If you need to make a claim on your policy, please contact Castelan on 0370 320 0333 or by clicking here to access their online claim portal.

20. Care kits

To keep your sofa in the best possible condition for as long as possible, we recommend using one of our own care kits, they’re available to purchase for selected fabrics and leathers. For more information, please speak to one of our Sofologists.

Please note, care kits that haven’t been purchased from Sofology will have not been tested on our fabrics or leathers and may damage your sofa.

21. Battery Packs

Battery packs are available for purchase in store and online on selected ranges only, please note;

Battery packs must be added to your order at the point of sale
They are not available to purchase separately
They are not compatible with other ranges/models/retailers.
Packs should be unplugged from mains power when fully charged
Packs should be charged regularly when empty

You have a 2 year warranty on Sofology battery packs. The warranty excludes misuse or neglect. They are also covered under your Sofashield technical cover, if you have opted to add this to your order.

22. Sofaglide

Sofaglides are available for purchases with certain Sofology products, however they are not suitable for all ranges. Please speak to a Sofologist for more details. Sofaglide products cannot be purchased separately and must be added to an order at the point of sale.

We offer a 20 year warranty on all Sofaglide products. The warranty excludes misuse or neglect.

24. Personal Data

Personal details provided to us will be processed and used in accordance with our Privacy Policy, which is a part of these Terms. Please read this carefully before proceeding. These can be found on our website at https://www.sofology.co.uk/privacy-policy

25. Liability

You acknowledge and agree that we will have no liability for any incorrect information provided by you, for example incorrect measurements.

We shall not be liable for any loss, damage, injury or disappointment whatsoever which may be suffered by you (including without limitation, direct, indirect, special or consequential losses) as a result of, or in connection with your offer or our contract except for any liability which cannot be excluded by law. Nothing shall exclude our liability for death or personal injury resulting from our negligence or for fraud.

Nothing in these Terms limits the liability of Sofology for liability for personal injury or death caused by our negligence, fraud or any other matter that cannot be limited or excluded by law.

As we only supply products for domestic and private use, we are not liable for any loss of profit, loss of business, business interruption or business opportunity.

You must follow any advice we give you in relation to the care and safety of the goods (including any instructions or manuals provided with the goods). We cannot accept liability for damage to products that we have supplied which is caused by your failure to follow this advice.

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control.

Damage to Your Home
If our team causes any accidental damage to you or your property, you should report the damage immediately to our Customer Care team. You will be asked to provide evidence to support your claim. Please note;

We will not repair any pre-existing damage discovered during the delivery of goods to you;
We will not pay for any repairs that you have undertaken and paid for prior to reporting any damage to us or without prior authorisation;
We will have the discretion to appoint third party contractors to conduct any inspections and/or repairs and you agree to cooperate with this process.

Except as expressly provided in these Terms, we exclude all representations, warranties, conditions and terms (whether express or implied by statute, common law or otherwise) to the fullest extent permitted by law.

26. Other Important Terms

We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this.

If a court finds part of this contract illegal, the rest will continue in force.

Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later.

If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you to enforce our rights, that will not mean that you do not have to do those things and it will not prevent us from taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

27. Sofology Complaints Procedure Online

Your satisfaction is important to us, so if you are unhappy with your furniture or the service you have received, we would like to hear about it. For details on how you can speak with our Customer Care colleagues, visit our ‘Get In Touch’ page.

Make a Complaint
If after speaking to us you remain unhappy, please email our Regulatory & Financial Complaints Team at [email protected].

Alternatively you can write to us at:

Sofology - Regulatory & Financial Complaints Team
Ashton Road
Golborne
WA3 3UL

Our Regulatory & Financial Complaints Team will always work hard to ensure a fair resolution is agreed. However, if you are not happy with this resolution you have the right to refer your complaint to The Furniture & Home Improvement Ombudsman of whom Sofology are full members.

Their contact details are:

The Furniture & Home Improvement Ombudsman
Address: Premier House, 1-5 Argyle Way, Stevenage, SG1 2AD
Tel: 03332413209
Email: [email protected]
Website: Click here

Complaints Relating To Finance
If you have a finance related complaint, you may raise this to us directly or via the lender. We will send you an acknowledgement email/letter within five days of receiving your complaint.

Our Regulatory & Financial Complaints Team will send you regular updates in regards to the process of your complaint. A final response will be issued to you in writing within eight weeks of receiving your complaint.

Occasionally, we may require further information from you to aid in our response. This means a final response may take longer than eight weeks. If we think we will exceed the eight week resolution period we will inform you within good time.

Our Regulatory & Financial Complaints Team will always work hard to ensure a fair resolution is agreed. However, if you are not happy with this resolution you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Their contact details are:

Financial Ombudsman Service
Address: Financial Ombudsman, Exchange Tower, London, E14 9SR
Tel: 0800 023 4567
Website: https://www.financial-ombudsman.org.uk

Terms and conditions last updated 4th April 2023

28. Environmental, Social Governance

DFS Group Environmental Policy

DFS Furniture Group Leather Policy

1. POLICY STATEMENT

1.1 Animal derived materials, such as leather, are extensively used throughout the homeware industry and it is important that these materials are sourced in a responsible way. As the market leading sofa retailer, DFS Furniture PLC (“DFS Group”) recognises its responsibility to uphold stringent standards in the leather production process throughout our supply chain.

1.2 This policy applies to all products containing leather purchased by the DFS Group, whether for sale to our customers, or for use in our business.

1.3 This policy will be reviewed at least annually for accuracy, completeness and relevance.

2. OUR APPROACH

2.1 Natural leather is a beautiful, heard-wearing and desirable material used widely in the DFS Group’s products. Our leather is natural, synthetic and a by-product of the meat industry.

2.2 The DFS Group recognise that good practice throughout the leather sourcing and production process is essential to uphold animal welfare standards, and to avoid environmental and social damage.

2.3 We endeavor to mitigate any pollution of water through the processes involved in the tanning and colouring of hides.

2.4 Our approach to responsible sourcing ensures that we maintain ethical standards whilst providing our customers with the best products.

2.5 This policy should be read in conjunction with our Environmental and Timber Sourcing policies and forms part of the DFS Group’s Environmental, Social and Governance Programme, whereby we report annually. This programme is subject to third-party audits.

3. OUR COMMITMENT

3.1 The DFS Group Commit to:

Sourcing all our leather from supply chains which meet our Leather Minimum Performance Requirements:

All leather used in DFS Group products must come from animal skins which are a by-product of the meat industry.
Animal skins used in leather production for DFS Group products must not be obtained from aborted or live animals or from endangered species (including any species listed on the three CITES Appendices).
The Supplying partner must declare the species of animal and country of slaughter for all products containing leather – prior to the production for the DFS Group.
The DFS Group will require evidence from its supplying partners to demonstrate that their leather supply chains do not contribute to deforestation.
All leather-containing products will be subject to DFS Group’s Risk Management Procedure (below).

4. DFS Group Risk Management Procedure

4.1 All suppliers of products containing leather are subject to the below procedure:

i. We seek to develop and maintain mutually beneficial and longstanding relationships with all our supplying partners, supporting trusted and efficient communication between parties in the assessment of risk.

ii. We regularly visit Suppliers. During those visits, we will clearly communicate the requirements of this Policy, and make it clear that it applies to every link in each leather supply chain. We make it clear that our specification of leather includes full traceability from product to animal origin which applies to every link in each leather supply chain.

iii. It is the supplier’s responsibility to ensure the requirements of this policy are effectively communicated to their suppliers, and to obtain information requested by us as part of our risk management procedures.

iv. The DFS Group conducts at minimum, an annual Risk Assessment process to establish and review risk indicators for leather products and the associated supply chains (e.g. species, country of slaughter, purchase volume supplier). In addition, supplying partners undergo an annual audit against the DFS Code of Practice, where leather is traced from product to animal origin. From this, the DFS Group can identify product/supply chain risks based on assessed levels of risk and the extent to which those risks are mitigated by requested documentary evidence (that demonstrates compliance with this Policy).

v. The DFS Group has a robust Risk Monitoring system for all leather products. For supply chains that are rated as High Risk, we may assess Policy compliance for each shipment. We will only continue to buy leather products from High Risk supply chains for a specified period which will be set by the DFS Group and agreed by all parties. At the end of that period if the supplying partners supply chains and products are still rated as High Risk, we will cease trade with that Supplier. For low risk supply chains, we will undertake due diligence annually. Risk Monitoring includes:

Working with suppliers to create Supply Chain Diagrams (mapping their sources of supply as far back as possible – in some cases to farm level).
Collecting Documentary Evidence of Policy compliance from the businesses shown in the Supply Chain Diagram.
Requiring species and country of slaughter disclosure for each product.
Suppliers may be instructed to conduct additional third party due diligence at their expense and share findings with DFS Group to help monitor and assess risk.
DFS Group is committed to establishing best practices within the leather industry and expects all leather tanneries and finishers within a manufacturers supply chain to be Leather Working Group certified by December 2024.

vi. We have clear Risk Mitigation plan for leather products:

We will insist that our supplying partners source from tanneries which meet Leather Working Group standards.
We will not accept production from supplying partners where information required to assess the level of Risk is not provided within agreed timetable.

5. Approval

5.1 This policy has been approved by the Responsible and Sustainable Business Committee, a committee of the Board of Directors’ of DFS Furniture PLC. It does not form part of any employee’s contract of employment and we may amend it at any time.

Alison Hutchinson C.B.E
Senior Independent Director & RSC Committee Chair, DFS Furniture PLC
3 March 2022

DFS Furniture Group Leather Policy

DFS Furniture Group Timber Policy

1. POLICY STATEMENT

1.1 Timber is an extensively used material throughout the homeware industry and it is important that it is sourced in a responsible and sustainable way. As the market leading sofa retailer, DFS Furniture PLC (the “DFS Group”) recognises the issues that deforestation causes and its responsibility in maintaining the world’s forest cover.

1.2 This policy applies to all products purchased by the DFS Group containing any amount of timber, whether for sale to our customers, or for use in our business.

1.3 This policy will be reviewed at least annually for accuracy, completeness and relevance.

2. OUR APPROACH

2.1 The DFS Group use timber in the vast majority of our products, due to its abundant nature, strength as a raw material and malleable properties.

2.2 We recognise that the forests from which we derive the timber we use is a renewable resource that captures carbon emissions and is at the center of the world’s efforts in combatting climate change – an issue which affects us all.

2.3 The DFS Group recognise that good practice throughout the timber sourcing process is essential to ensure sustainability.

2.4 Our approach to ethical and responsible sourcing ensures that we maintain ethical standards whilst providing our customers with the best products.

2.5 This policy should be read in conjunction with our Environmental and Leather Sourcing policies and forms part of the DFS Group’s Environmental, Social and Governance Programme, whereby we report annually. This programme is subject to third-party audits.

3. OUR COMMITMENT

3.1 The DFS Group Commit to:

Sourcing all our timber from supply chains which meet our Timber Minimum Performance Requirements:

All timber used in DFS Group products must come from sources that do not contribute to deforestation in any part of the supply chain involving our products.
Timber used in timber manufactured products for DFS Group products must come from sources that are proven (via appropriate due diligence) legal sources.
Timber used in timber manufactured components or products for DFS Group products must not come from: Any species listed on the three CITES Appendices
Forests managed or harvested in violation of traditional or human rights
Forests with high conservation values where harvesting regularly impacts on those values
Natural tropical rainforests or dry zone forests unless they are FSC®* certified
The supplier must declare the species, and country of harvest for all products containing timber – prior to production of products supplied to the DFS Group
All timber-containing products will be subject to DFS Group’s Risk Management Procedure (below).

ii. Manage our impact on timber production and contribute significantly to reforestation efforts. We currently do this by:

Planting 40,000 trees every year through our PlanTree and Planting Promise commitments.

4. DFS Group Risk Management Procedure

4.1 All suppliers of products containing timber are subject to the below procedure:

ii. We regularly visit our suppliers. During those visits, we will clearly communicate the requirements of this Policy, and make it clear that it applies to every link in each timber supply chain.

iv. The DFS Group conducts at minimum, an annual Risk Assessment process to establish and review risk indicators for timber products and the associated supply chains (e.g. species, country of harvest, purchase volume, Supplier). From this, the DFS Group will calculate product/supply chain risk ratings (either Specified or Negligible), based on the assessed levels of risk, and the extent to which those risks are mitigated by the requested documentary evidence (that documents compliance with this Policy).

v. The DFS Group has a robust Risk Monitoring system for all timber products. For supply chains that are rated as a specified risk, we may assess Policy compliance for each shipment. We will only continue to buy timber products from Specified Risk supply chains for a specified period which will be set by the DFS Group and agreed by all parties. At the end of the period if the supplier’s supply chains and products are still rated as a Specified risk, we will cease trade with that supplier. For Negligible risk supply chains, we will undertake due diligence annually. Risk Monitoring includes:

- Working with supplies to create Supply Chain Diagrams which will include the identification of all the links in the supply chain from the forest of harvest to the DFS Group.

- Collecting mitigating documentary evidence of Policy compliance (proportionate to the risk of non-compliance) from the business shown in the Supply Chain Diagram.

vi. We have a clear Risk Mitigation plan for timber products:

- We insist that our suppliers source from FSC®* certified forests and ensure timber components are delivered to the DFS Group via FSC®* certified chains of custody.

- We will not accept production from suppliers where information required to assess Risk is not provided with the agreed timetable.

5. Approval

Alison Hutchinson C.B.E
Senior Independent Director & RSC Committee Chair, DFS Furniture PLC
3 March 2022

DFS Furniture Group Timber Policy

*DFS Furniture PLC incorporating DFS Trading Ltd T/A DFS and Sofology Ltd T/A Sofology FSC® License Holder FSC-C192921

29. Charity

Pennies Digital Charity

Donations

All donations made are processed by Pennies Digital Charity Box. The Pennies Foundation. Registered charity in England and Wales (charity no. 1122489) and the Republic of Ireland (charity no. 20106331)

General

Pennies Digital Charity Box works with Sofology’s chosen charity Home-Start. Details of this chosen charity can be found here. Pennies Digital Charity Box receive 10% of every donation made for its charitable purposes. The remaining 90% will be donated to the charity in respect of the location where the donation was made. For further information about Pennies and the donation model please visit https://pennies.org.uk/terms-and-conditions/

Participation and Exclusions

Donations are non refundable at any time.
Donations cannot be added to any finance agreement and must be paid by debit/credit card or cash.
Donations can only be made at the point of sale, if "opted in by the customer"

General

All intellectual property rights, including copyright, existing in and in relation to any competition and any content, characters or trading names used or associated with any competition belonging to Sofology Limited.

PlanTree

As part of their PlanTree initiative, Sofology Limited have partnered with the Woodland Trust (registered charity number England and Wales: No: 294344, Scotland No. SC038885) to fund the planting of trees in the UK.

*Sofology care kits are excluded from this promotion

30. Sofology External Social Media Policy

1.0 Introduction

This policy was created to help you understand where, when and how you can contact us through social media for customer service support. It also explains how escalations can be raised and how we use your data.

2.0 Channels

We currently offer customer service through our Facebook and Instagram brand channels. For both platforms our official accounts use the username @Sofology. To reach our customer service teams through these platforms you can simply send us a direct message.
We also have two Twitter accounts (@Sofology and @SofologyHelp). However, we have paused both accounts and will not be engaging or responding from these accounts.
You can also reach our customer service team by raising a service enquiry on our website, or by giving us a call on 03444 81 81 81.

3.0 Hours of operation

For general enquiries and product support, our customer service teams will be available 9am-5pm, 7 days a week. This includes our customer service teams on social media (Facebook and Instagram), email/service enquiry and telephone.

For delivery arranging, our customer service team will be available 9am-5pm Monday-Sunday. However, this service is only available through phone call, and not through our social media channels.

4.0 Response times

Please note, response times will vary depending on the volume of enquiries. However, we will endeavour to respond to all weekday (Monday – Friday) enquiries within 24 hours. For weekend (Saturday and Sunday) and Bank Holiday enquiries, we will endeavour to respond within 48 - 72 hours.

5.0 Guidelines

We aim to help you with your issue as soon as we can. This is normally helped if you provide as much information in your initial message as possible. It would be helpful for you to provide us with the below details:

Your name
Your postcode
Your email address
Your order number

6.0 Your data and privacy

To help provide you with the best service, we may ask you to confirm certain pieces of information. All information shared with us through social media will be used and stored in accordance with our Privacy Policy.

We use several third-party services to provide the best possible customer service. You can view an outline of them below.

Zendesk
Zendesk provides Sofology with the ability to communicate and track customer requests. It keeps a log of conversations between our team members and customers as well as enabling us to process important requests between different areas of our business e.g. booking a visit by a technician. Most of the information that we hold in Zendesk is critical for Sofology to process your order or support customer orders should you need further assistance after your item(s) have been delivered. Sofology also uses Zendesk to make contact with customers who have indicated they would like to purchase an item e.g. by adding an item or items to their basket. In these cases, customers may receive a phone call, text message or email from a Sofology team member to assist with their order.

Sprinklr
Sprinklr is an online platform that enables Sofology to communicate with customers through social media comments and direct messages across all social media channels. We use this information to carefully monitor queries and ensure that a Sofology team member responds in a timely and helpful manner.

We will retain a record of your personal information. This is done in order to provide you with a high quality and consistent service across our group. We will always retain your personal information in accordance with law and regulation and never retain your information for longer than is necessary.

7.0 Public comments

To look out for your safety and to keep your personal information secure, it is not possible for us to discuss specific customer details publicly. For this reason, we ask that all customer service enquiries are sent to us via a private direct message. If you send an enquiry through a public comment, one of our team members will request that you contact us through a private message. Note that if you share a public comment that includes any personal information, we will remove your comment for your own safety. We also reserve the right to remove any comments that are hateful, derogatory or considered spam.

8.0 Escalation process

We always aim to provide you with the best customer service. However, if you are not happy with the service you have received from us through social media or have not had a response from us in 72 hours, please email [email protected].

If you have any questions regarding our customer service or social media policies, please get in touch by calling 03444 81 81 81.

31. Usage Rights for your Photo

You have been directed to this page since you have used a tag that mentions "Sofology" or because you have uploaded a photo using the Olapic photo uploader on our Website.

By submitting your photo via the Olapic photo uploader or mentioning Sofology in your social media account you agree that:

You are an individual aged 18 or older;
You own all rights in and to your photo and it has not been copied;
You have permission from any person appearing in the photos to share the photo with us for our use;
You waive and will not assert any moral rights that may exist in the photo;
The photo does not infringe any third party rights and does not violate any law;
There is no obligation for Sofology to use your photo;
You will not be paid for the use of your photo by Sofology;
That you accept and have read the following terms and conditions.

If you don’t agree to the above terms then please do not submit your content or respond to our request to use #yessofology

What happens if I submit my photo or respond with #yessofology

You grant Sofology and its third-party service providers who provide content management services (including Olapic) (together we refer to these as "Licensed Parties") an unlimited, non-exclusive, assignable, sublicensable, perpetual royalty free licence, worldwide license to copy reproduce, publish, sub-licence display, perform, distribute, archive, edit, adapt, modify, and otherwise use the photos you submit, post or have already posted mentioning “Sofology” in connection with any promotional or other activities that they undertake including but not limited to use on its Website and social channels.

This means that by submitting your photo or responding with yes, that Sofology gets an unlimited right to use the photos you have submitted, tagged or mentioned Sofology as digital or non-digital content. The use includes for example the use of the photos on our Website, in stores, event activations, on emails and internal communications or on the use of billboards, posters and for postings on Sofology social media accounts. We may exercise our rights anywhere in the world and our licence is perpetual, meaning that it lasts for an indefinite period of time.

Our licence is non-exclusive, meaning that you can still use your photo for your own purposes and let others use them for their purposes too. In return, you release and discharge Sofology from all and any obligation to pay you in connection with our use of your photos as described above and any of the intellectual property rights contained therein for the purposes described in this notice.

Your photos will be viewed by others and you have the opportunity to inspire others with your own self-expression and creativity.

Privacy and the use of your photographs

Why do we use your Personal Data

We want to share and inspire others by showing how Sofology products look within real homes, and will use your personal data to share user generated content by uploading the photo that you submit.

What types of personal data do we process?

In reaching out to you about your photos, we will process your personal information which will include your name, social media username, [handle or byline], image, caption, physical address if available, email address (if available), IP address and geolocation (if available), together with other identifying information which your photo may reveal. If you don't submit your personal data we won't be able to use your photo.

Please see our Privacy Policy here for more information on how we process your personal data. We also use Olapic for social media content management. You can find Olapic's privacy policy here

Can I change my mind?

Yes, you simply revoke the granting of these rights to Sofology by sending us an email to [email protected]. You can also contact us to request details of your personal information we hold. You can find more information on your rights in our Privacy Policy.

Limitation of Liability for the Use of Your Photographs

You agree to release, discharge and agree to hold Sofology and any person acting on Sofology’s behalf, harmless from all claims, demands, liabilities whatever in connection with the use of your photo

To the maximum extent permitted by law, we exclude all liability in relation to the use of your photos as described above.

32. Campaigns & Competitions

Ready, set, sit

Any orders that include ‘delivery in 7 days’ are subject to location. Non-mainland deliveries, including Northern Ireland, are subject to additional lead times. See section 11, ‘Deliveries’ in these Terms and Conditions. Any orders that include ‘delivery in 7 days’ stocked items and made to order items will be delivered as one order on the longest lead time - unless two separate orders are placed. In which case, delivery charges would be applicable to both orders.

Falling for you

Our new lower prices found on selected products in selected ranges are not in a ‘Sale’, they will be our new normal prices as of 20th December 2023. Additional lines were added on 30th January 2024. Prices shown are simply the new (lower) prices on these selected sofas.

Introductory Prices

Our introductory prices are available for a limited time on our new ranges, they are not in a 'Sale'. Introductory prices apply to selected items in the Brixton, The Firenze, The Fratelli, The Gatsby, The Venezia, and The Ziggy ranges for a limited period until the 15th October 2024. Sofas available to view in store from the 21st of August 2024. The prices shown are the introductory prices on these products.

End of season savings event 28th October 2024 - 10th December 2024

Prices shown on the ranges included in the End of season savings event already reflect the discounted price. These ranges are available online and in-store, made to order and are available to order until the 10th December 2024. Thereafter these ranges are being discontinued. Ranges included in the event are as follows: Albion, Ambleside, Bijou, Cadenza, Canterbury, Gabrielle, Midland Hill, Mimi, Missouri, Nobu, Parker, Pimlico, Renato, Sapporo, & Titan.

Shout out to our Ex

Ex-Display Event from 28th June 2024

Ex-Display items sold as part of the Shout out to our Ex in store only Ex-Display event are subject to our standard delivery charge. Delivery lead time is dependent on an item by item, store by store basis and will be clarified at point of sale by a Sofologist. A store can only sell the stock in their own store - customers can purchase ex display items from several stores but these will be separate orders and each order may be subject to a delivery charge and varying delivery lead times.

As these items are Ex-display, these will be sold as seen. There may be signs of use, such as softer interiors, small scuffs or marks etc. Items are sold at a reduced price to clear and to reflect any wear and tear, scuffs or marks and any of these defects will not be covered under the warranty. However, all upholstery items will come with a lifetime structural guarantee and 2 years on all other manufacturing defects aside from any signs of wear and tear, scuffs or marks identified at point of purchase.

DJ in her PJ Sara Cox Promotion - Win a Sofology sofa

Be in with a chance of winning a Sofology sofa

For this promotion, the Promoter and prize provider is Sofology Limited (‘Sofology’) (company no. 1778734) registered address is Ashton Road, Golborne, Warrington, WA3 3UL (“we/us”).

These promotion terms are subject to the Sofology general Terms and Conditions and Privacy Policy which can be found on the Sofology website. By participating in the promotion, you agree that you have read, and agreed to these.

Sofology reserves the right to terminate, withdraw, update or amend the promotion and these promotion terms at any time. We will provide as much notice as reasonably possible for any such termination, withdrawal, update or amendment, which shall be advertised on this website so please check regularly.

Prize

The prize is a voucher for the value of £3,000 to spend at Sofology on the purchase of a sofa of your choice in one transaction.

This voucher cannot be used to pay off existing sofa balances. New transactions only.

There are no other prizes or cash alternatives to this prize which is not transferable and is non-refundable. The order for the purchase of the sofa must be placed in the Winner's name .

Voucher redeemable in Sofology stores nationwide or via telephone with the Direct Sales Team and is only valid on full-priced sofas and cannot be used in conjunction with any other promotional offers or discounts.

Delivery rules and terms apply, please see * https://www.sofology.co.uk/terms-and-conditions

Please note that the Promoter will deliver to mainland UK addresses only

Voucher for use on furniture only (excludes care products).

Sofology does not accept any responsibility if you are not able to take up the prize.

The voucher cannot be used in conjunction with any other offer or discount. Voucher valid until 31st March 2025.

Eligibility

To participate in the promotion you must:

● Be a resident in the UK;

● Be over the age of 18 years old;

● Not be an employee of Sofology or DFS Group, or be professionally connected with the promotion or its administration or be a member of the immediate family of any of the above categories;

Have an email address.

Promotion Details

No purchase is necessary to enter the promotion.

The promotion opens on Friday 11th October 2024. The promotion will close at midnight on Thursday 24th October 2024. All entries received after the promotion closes will be disqualified and not entered into the draw.

To enter the promotion:

Follow @sofology on Instagram,
Like the Sara Cox Spring episode post, and comment with your own recommendation for a good night in

We will not accept any responsibility whatsoever for entries that are lost or any technical failure or malfunction or any other problem with any network or system, server, provider or otherwise which may result in any entry not being received or delayed until after the promotion closes. We will not accept proof of transmission as proof of receipt of entry to the promotion.

No purchase is necessary to enter this promotion.

We will not reimburse any expenses incurred in making an entry to this promotion.

Only one entry will be accepted per person.

4. The Winner

There will be only one (1) winner (‘the Winner’). The Winner will be selected from all eligible entries by an electronic random draw week commencing 28th October 2024.

The Winner will be notified by us via email week commencing 28th October 2024. We require the Winner to respond to the email. If the Winner cannot be contacted or no response is received from the Winner within 5 days, then we reserve the right to select another winner by way of a second random draw. This process will be repeated until a winner is found.

We do not accept responsibility if the Winner is not able to take up the prize.

Our decision as to who the Winner is, is final and no correspondence or discussion will be entered into.

5. 6. Data protection and publicity

By entering and submitting an entry you agree that any personal information provided by you may be processed and used by the Promoter or any agent appointed by the Promoter to assist with running the promotion. Personal details provided to the Promoter in relation to this promotion will be processed and used in accordance with the Promoter’s Privacy Policy. This can be found on the Sofology website at https://www.sofology.co.uk/privacy-policy. Please read this carefully before proceeding. By entering the promotion you consent to such processing.

Details of the Winner (surname and county) will be published on the Sofology website. By entering, the Winner consents to such information being disclosed. The Winner may request that their surname and county is not published. However, the Promoter shall provide the surname and county of the winners to a competent authority including the Advertising Standards Authority upon their request.

7. General

By taking part in this promotion you confirm your acceptance of these terms and conditions.

The Promoter reserves the right to suspend, cancel or amend this promotion due to circumstances outside of its control.

The Promoter is not responsible for any third-party acts or omissions.

The Promoter shall not be liable for any loss, damage, injury or disappointment whatsoever which may be suffered by you as a result of or in connection with or arising out of or as a result of you entering this promotion except for any liability which cannot be excluded by law. Your statutory rights are not affected.

The Promoter reserves the right to disqualify any entry if it is contrary to the spirit or intention of the promotion. In particular, entries submitted in bulk (that is more entries than a human being could submit in the time available without the use of software or other devices designed to make automatic entries) will not be accepted.

These terms and conditions shall be governed by English law and the parties submit to the exclusive jurisdiction of the courts of England and Wales.

Ideal Home Show ‘Dream Home’ Competition WIN A prize of a Sofology sofa up to the value of £3000.

1.THE PROMOTER

Ideal Home Show is the promoter (the “Promoter”).

2. THE PRIZE PROVIDER

Sofology is the prize provider (the “Prize Provider”).

3. PRIZE

The prize is a sofa up to the value of £3000 or any seating combination up to the value of £3000.

There is no other prize or cash alternative. Choose your Sofa at any Sofology store. The prize cannot be redeemed online or by phone.

The prize cannot be used to pay off existing sofa balances or finance. New transactions only.

In the event that your choice does not reach the value of £3000, there will be no cash, credit notes or voucher alternatives in relation to any remaining balance.

Delivery and Sofology terms apply, please see * https://www.sofology.co.uk/terms-and-conditions

Sofology does not accept any responsibility if you are not able to take up the prize.

The voucher is valid to be used until 30th June 2024 inclusive.

4. ELIGIBILITY

To be eligible to participate in the promotion competition you must:

Be a UK or ROI resident;
Be over the age of 18 years old;
Not be employed by the Promoter or are related or connected with anyone who is employed by the Promoter or any of the DFS Group of companies.

Proof of age, identity and eligibility may be requested.

5. CLAIMING THE PRIZE

If you are the winner, you can claim your prize by placing your order at any Sofology store. To find your nearest Sofology store, please see https://www.sofology.co.uk/store-locator

The Promoter will deliver the prize to you.

Please note that the Promoter will deliver to UK addresses only.

Delivery rules and Sofology terms apply, please see * https://www.sofology.co.uk/terms-and-conditions

6. DATA PROTECTION AND PUBLICITY

Personal details provided to the Promoter in relation to this promotion will be processed and used in accordance with the Promoter’s Privacy Policy. Please read this carefully before proceeding. These can be found on the Sofology website at www.sofology.co.uk/privacy-policy. By entering the promotion you consent to such processing.

7. GENERAL

The Promoter reserves the right to suspend, cancel or amend this promotion due to circumstances outside of its control.

The Promoter shall not be liable for any loss, damage, injury or disappointment whatsoever which may be suffered by you as a result of or in connection with or arising out of or as a result of you entering this promotion competition except for any liability which cannot be excluded by law. Your statutory rights are not affected.

The Promoter reserves the right to disqualify any entry if it is contrary to the spirit or intention of the promotion competition. In particular, entries submitted in bulk (that is more entries than a human being could submit in the time available without the use of software or other devices designed to make automatic entries) will not be accepted.

These terms and conditions shall be governed by English law and the parties submit to the non-exclusive jurisdiction of the courts of England and Wales.

‘Welcome Home’ Free Delivery Ideal Home Show Giveaway 22nd March - 7th April 2024 & 24th - 27th May 2024

If you received a Free Delivery giveaway leaflet at the Ideal Home Show from a Sofologist at the show between the 22nd March 2024 - 7th April 2024 or Ideal Home Show Scotland 24th - 27th May 2024, you can redeem your free delivery by presenting your leaflet containing your unique code to any Sofology store when placing your sofa order. To find your nearest Sofology store, please see https://www.sofology.co.uk/store-locator
Please note that we only deliver to UK addresses only. Free delivery is only applicable on made to order products ordered in store only. Valid until the 30th June 2024.

No cash alternative available.
Subject to our usual delivery terms (see section 11 https://www.sofology.co.uk/terms-and-conditions)

100K Followers Promotion - Win a Sofology sofa

1. Be in with a chance of winning a Sofology sofa

For this promotion, the Promoter is Sofology Limited (company no. 1778734) registered address is Ashton Road, Golborne, Warrington, WA3 3UL (“we/us”).

2. Prize

The prize is a voucher for the value of £2,000 to spend at Sofology on the purchase of a sofa of your choice in one transaction.

This voucher cannot be used to pay off existing sofa balances. New transactions only.

There are no other prizes or cash alternatives to this prize which is not transferable and is non-refundable. The order for the purchase of the sofa must be placed in the Winner's name.

Delivery rules and terms apply, please see - *https://www.sofology.co.uk/terms-and-conditions#delivery

Please note the Promoter will deliver to mainland UK addresses only.

Voucher for use on furniture only (excludes care products).

Sofology does not accept any responsibility if you are not able to take up the prize. The voucher cannot be used in conjunction with any other offer or discount. Voucher valid until 30th September 2024.

3. Eligibility

To participate in the promotion you must:

Be a resident in the UK;
Be over the age of 18 years old;
Not be an employee of Sofology or DFS Group, or be professionally connected with the promotion or its administration or be a member of the immediate family of any of the above categories;
Have access to your own personal Instagram account and follow the Sofology page on Instagram @sofology;
Have an email address.

4. Promotion Details

No purchase is necessary to enter the promotion.

The promotion opens on 15th April 2024. The promotion will close at midnight on 29th April 2024. All entries received after the promotion closes will be disqualified and not entered into the draw.

To enter the promotion: Follow @sofology on Instagram, like the post published on 15th April 2024 and tag your friend in the comment on this post. The number of tagging is limited to one (1). The number of friends that can be tagged is limited to one (1).

No purchase is necessary to enter this promotion.

We will not reimburse any expenses incurred in making an entry to this promotion.

Only one entry will be accepted per person.

5. The Winner

There will only be one (1) winner (‘The Winner’). The Winner will be selected from all eligible entries by an electronic random draw in the week commencing the 29th April 2024.

The Winner will be notified by us by Direct Message via Instagram in the week commencing the 29th April 2024. We require the Winner to respond to our Direct Message. If the Winner cannot be contacted or no response is received from the Winner within 5 days, then we reserve the right to select another winner by way of a second draw. This process will be repeated until a winner is found.

We do not accept responsibility if the winner is not able to take up the Prize.

Our decision as to who the winner is, is final and no correspondence or discussion will be entered into.

6. Data Protection and publicity

By entering and submitting an entry you agree that any personal information provided by you may be processed and used by the Promoter or any agent appointed by the Promoter to assist with running the promotion. Personal details provided by the Promoter in relation to this promotion will be processed and used in accordance with the Promoter's Privacy Policy. This can be found on the Sofology website at https://www.sofology.co.uk/privacy-policy. Please read this carefully before proceeding. By entering the promotion you consent to such processing.

Details of the Winner (Surname and county) will be published on the Sofology website. By entering, the Winner consents to such information being disclosed. The Winner may request that their surname and county is not published. However, if required to do so, the Promoter shall provide the surname and county of the Winner to a competent authority including the Advertising Standards Authority upon their request.

7. General

By taking part in this promotion you confirm your acceptance of these terms and conditions.

The Promoter reserves the right to suspend, cancel or amend this promotion due to circumstances outside of its control.

The Promoter is not responsible for any third-party acts or omissions.

This promotion is in no way sponsored, endorsed or administered by or associated with Instagram or any other social media channel. By entering, entrants acknowledge that Instagram does not bear any responsibility for this promotion and, to the maximum extent permitted by law, entrants release Instagram from any liability whatsoever in connection with this promotion. Subject to their data protection rights, entrants also acknowledge that @sofology will normally announce the winner’s Instagram handle on Instagram. All information entrants provide when they enter the promotion is provided to the Promoter and not to Instagram or any other social media channel.

Subject to the Winner’s rights under applicable data protection legislation, the Promoter shall be entitled to use and feature the name of the Winner for publicity purposes and the Winner agrees that they will participate in any reasonable publicity arranged by the Promoter or its agencies.

These terms and conditions shall be governed by English law and the parties submit to the exclusive jurisdiction of the courts of England and Wales.