FAQs

Life happens – and your sofa is right in the middle of it. That’s why on top of our standard guarantees, we also offer Elite Protect and Elite Protect Plus – our comprehensive 5-year sofa care packages.
Elite Protect covers against accidental damage and staining, giving you more peace of mind and long-lasting comfort. This includes a Sofa Care Kit to help you preserve the condition of your new sofa from day 1, as well as the repair of accidental damage, such as upholstery rips, and removal of accidental stains.
Elite Protect Plus is available when you make a sofa purchase of £1,000 or more. It includes the same benefits as Elite Protect, but with an additional 24-month sofa health and comfort check service. This involves a home visit by a qualified technician, a detailed furniture assessment, and expert advice to help you maintain the condition of your sofa.
At the end of your sofa health check, you will be offered a customised report that outlines the technician’s findings, any maintenance recommendations, and the current condition of your sofa – all presented for you in an accessible digital format, so it’s easy to refer back to later.
You can find out more here:Elite Protection.

To help you dispose of old furniture, we’ve partnered with waste removal specialists, Clearabee, who provide an affordable, convenient, and environmentally-friendly furniture collection service.
Clearabee collects old sofas, armchairs, footstools, and other pieces of furniture for a set fee, delivering items to a licensed facility for recycling and processing. Over 95% of the waste Clearabee collects is diverted from landfill.
You can find out how to order your old furniture to be collected by Clearabee here.

While fabric samples or swatches are not something we currently offer, we’re working to provide these for our customers in future. In the meantime, you can view over 200 fabrics, leathers and colours at any of the 97 poltronesofà showroom across the UK. You can find your local showroom here.

As poltronesofà furniture is largely made-to-order - designed and built exactly to your specification - it isn’t possible to amend or cancel your order once it has been placed. You can, however, change your upholstery selection within two days from your order confirmation date without giving any reason.
For more information, you can view our Terms and Conditions or contact us if you have any concerns. If you placed your order in person at one of our showrooms, please speak to a member of staff directly about your rights to amend or cancel.

Ready to settle your balance? We’ll send you a secure payment link via email ahead of your delivery date. Alternatively, you can call our secure payment line directly at 0191 731 3300, or if you originally ordered at one of our showrooms, you can pop in and pay the balance in person.

Yes, you can add a third party — such as a spouse, family member or trusted friend — to your account to act on your behalf. There are a few ways to do this:

• When placing your order, simply let us know in one of our showrooms.
• After placing your order, contact your showroom team by phone or in person.
• If you've already purchased a sofa or furniture from us, call our Aftercare team on 0191 731 3300. We'll ask a few security questions to verify your identity before making any changes to your account.
• By email, contact your showroom or Aftercare team using the email address you provided when you made your purchase.

As our furniture is largely made-to-order, in-store collection isn't usually possible. The exception is clearance items paid for in full by cash, credit or debit card — if the item is already in store, you're welcome to take it home. Please note that orders placed on interest-free credit or buy-now-pay-later are only available via home delivery. Our delivery service includes professional two-person delivery, full assembly and set-up in your room of choice, a quality inspection and removal of all packaging.

We don't currently deliver our furniture internationally, but if you live on on an off-shore UK island (such as Northern Ireland, the Channel Islands, the Isle of Man, or other areas outside the UK mainland) we may be able to arrange delivery to a trusted courier who can complete the final part of the journey to your doorstep. Any additional delivery costs will be discussed and agreed when you place your order.
There are also poltronesofà showrooms you can visit or order from across several European countries. This includes France, Italy, Belgium, Switzerland, Cyprus and Malta.

Before you order, it's always worth taking a few minutes to measure your space carefully — not just the room, but doorways, hallways, staircases, and external entrances that your sofa will need to navigate on its way in. Our sofa fitting guide is a great place to start if you’re unsure.
Many of our sofas are delivered in separate sections and assembled in your home, which makes getting them through trickier spaces much more straightforward. If you know access might be a challenge, please let us know before you place your order so our delivery team can plan ahead.
On the rare occasion that a sofa can't be brought in as planned, our delivery team will work with you on the day to find a solution. We'll always do our best to get your sofa where it needs to be.

We’re sorry to hear you have concerns with your furniture. The quickest way to resolve this is by filling out our simple online contact form, where you’re able to upload images of the furniture and your concern. We’ll get back to you within 3 working days.

If you’ve accidentally damaged your poltronesofà furniture and you purchased an Elite Protect warranty package alongside your original order, the first step is to make a claim with Castelan online or call 0370 320 3333. Lines are open Monday to Friday, 9.00am to 5.30pm.
If you aren’t an Elite Protect warranty holder and you would like your furniture to be repaired, we can arrange a technician to visit your address for a fee. You can request this using our online contact form.