We want to give you the same level of service when you purchase from our website as you would receive in-store. From the initial purchase, our free 10 year guarantee, furniture care guides, through to any updates and delivery of your order.

Your Guarantee

We understand your furniture is a big investment, which is why we are committed to providing furniture to love and last.

We are so confident in the quality of our furniture that we offer a 10 year structural guarantee on upholstery, beds, dining and storage cabinets as standard. So you can enjoy your new furniture with that extra peace of mind.

10 year warranty

What is covered in your guarantee

  • Our 10-year guarantee encompasses manufacturing defects on the core construction of the upholstery’s frame, springs and webbing.
  • This 10-year guarantee is valid for all orders placed on or after 1st October 2018.
  • Other components such as recliner and sofa bed mechanisms are covered for 5 years.
  • Furthermore, covers, stitching and any defects that may arise through normal use, poor craftmanship or faulty materials are covered for up to two years.
  • For full details, please review our full Terms and Conditions.
  • Our 10-year guarantee encompasses the core construction of the divan base or bed frame and the mattress springs.
  • This 10-year guarantee is valid for all orders placed on or after 1st October 2018.
  • Other components such as adjustable mechanisms, motors and ottoman mechanisms are covered for 5 years.
  • Additionally, we guarantee various components for 2 years, including headboards and storage (drawers) where fault arises through normal use, poor craftmanship or faulty materials.
  • For full details, please review our full Terms and Conditions.
  • Our 10-year guarantee specifically covers the fundamental construction aspects of dining tables and cabinets, focusing on stability and joint integrity.
  • This 10-year guarantee is valid for all orders placed on or after 1st October 2018.
  • Additionally, we guarantee various components for 2 years, including door and drawer handles, hinges and catches, interior fittings, and light fittings (bulbs excluded), as well as drawer runners, table leaf and other extension mechanisms, mirrors being affixed to doors and features that offer function or storage where fault arises through normal use, poor craftmanship or faulty materials. 
  • For full details, please review our full Terms and Conditions.
  • Our Guarantee covers manufacturing fault occurring in the first 12 months.
  • 2-Year Guarantee: Our comprehensive two-year guarantee covers any structural damage to the furniture framework attributable to manufacturing defects.
  • 1-Year Guarantee: For Fire Pit systems, fabrics, rattan, stitching, parasols, weather covers and accessories, we offer a one-year guarantee covering manufacturing faults.

Staingard and accidental damage cover

Careplans

Of course for that extra peace of mind you can invest in our Staingard’s 5 year protection plan. Staingard’s 5 year cover lets you relax and enjoy your new investment, with fabric cover any spills will be taken care of and if you purchase a leather sofa you will get the additional cover against rips, tears, burns or scratches.

Find Out More

“The customer must be looked after from the first moment they contact us to their final enjoyment of their furniture. It is only with the highest quality of service that we can ensure a customer will continue to shop with us in the knowledge they will receive quality furniture at a fair price all delivered with exceptional attention to detail”.

Customer Service Department

Make a claim

Leather Careguide

If you experience any issues with your furniture that fall under our guarantee, please follow these steps to start the process:

  1. Contact Us: Reach out to our customer service team via email at [email protected] or by phone at 01296 486255. Please have your purchase receipt and product details handy.
  2. Provide Context: We may ask for photos or a detailed description of the issue to better understand the problem.
  3. Assessment: Our team will assess your claim to determine if it falls under our guarantee.
  4. Resolution: If your claim is approved, we will repair the affected furniture at no cost to you. In some cases, we may offer a re-selection or store credit as an alternative resolution.

 

Contact Information

For more information or assistance, please contact our customer service team at:

What isn't covered in your guarantee

  • General wear and tear, staining, soiling, abrasion, tears and burns, natural cushion interior settlement and flattening.
  • Improper care, accidental or deliberate damage.
  • Fabric or leather failure as a result of contact with bodily fluids, chemicals, hair and body products such as tanning lotions or other cosmetics, including damage or delamination of the product or finish.
  • Dye transfer from fabrics, throws, cushions, clothing and other products.
  • Your failure to follow instructions contained in our care guide or any written instructions given with the product on delivery.
  • A mattress that has been used with an unsuitable base – Mattresses purchased on their own must be supported on a bed/frame that is of appropriate quality and construction. In the case of slatted bases, the gap between the slats should be no more than 8cm with a centre leg support, and it is strongly recommended that a mattress pad is placed between the mattress and the slats to extend the life of the mattress.
  • General wear and tear, staining, soiling, abrasion, tears and burns, natural filling settlement.
  • Improper care, accidental or deliberate damage.
  • Fabric or leather failure as a result of contact with bodily fluids, chemicals, hair and body products such as tanning lotions or other cosmetics, including damage or delamination of the product or finish.
  • Dye transfer from fabrics, throws, cushions, clothing and other products.
  • Your failure to follow instructions contained in our care guide or any written instructions given with the product on delivery as this may invalidate your guarantee.
  • General wear and tear, staining, abrasions, burns.
  • Improper care, accidental or deliberate damage.
  • Your failure to follow instructions contained in our care guide or any written instructions given with the product on delivery as this may invalidate your guarantee.
  • General wear and tear, staining, abrasions, burns.
  • Improper care, accidental or deliberate damage.
  • Your failure to follow instructions contained in our care guide or any written instructions given with the product on delivery.
  • General wear and tear, staining, abrasions, burns.
  • Improper care, accidental or deliberate damage.
  • Your failure to follow instructions contained in our care guide or any written instructions given with the product on delivery.
  • Please note that glass is not included in the guarantee, except in cases of manufacturing defects.

What our customers say about us

Excellent
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Based on 2553 reviews
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