Contact us

Ciao! Whatever you need, we're here to help.

Whether you're choosing your first poltronesofà sofa or have a question about your order, our teams are ready to help you.

Visit us in-store

Whether you're thinking about buying your dream sofa or have a question about your recent order, please visit or call your local store where our specialists are on hand to help.

Find your nearest store here

Get answers quickly

Our FAQs cover the most common questions about ordering, delivery and customisation - and can often be the fastest route to the answer you need.

Read our FAQs

Received your sofa?

If something isn't quite right after your sofa has arrived, we can help.

When you purchased your poltronesofà sofa, you will have been sent a care guide.
Take a moment to look through it and your sofa will settle into your home exactly as it should. You can also read our online care guides here.
If you need further support and would like to raise a concern, complete our contact form with all of your details and our dedicated aftercare team will be in touch within 3 working days to help.

complete our contact form

Popular FAQs

Answers to most of our customers questions can be found below.

Can I amend or cancel my order?

You’re able to change your fabric or leather choice within two days from your order confirmation. Simply visit or contact the store you ordered from.
If you ordered online, please call 0191 731 3599 and our online product experts will be happy to assist.
As poltronesofà furniture is largely made-to-order, designed and built exactly to your specification, it isn’t possible to cancel your order.
Please view our order terms and conditions for further information.

Where can I find my order number?

You’ll find your order number detailed on your order confirmation. It starts with either S0 or S7.

I ordered my sofa online. Who do I contact?

If you haven’t had your sofa delivered, please call our online product experts on 0191 731 3599 with any questions you may have.
If you have had your sofa delivered and you would like to raise a query, fill in our contact form.

I need to discuss my delivery date

You can track your order or refer to our delivery FAQs to find answers to most queries.
If you have a scheduled delivery and need to discuss this, please call our arranging team on 02477 710 070.

I had a great experience - where do I share feedback?

We’re glad to hear you had a great experience with us. We’d love to hear about it.
Share your comments on Trustpilot. You’re also able to leave a Google review for your local poltronesofà store.

I have a concern with my furniture - how do I resolve this?

We’re sorry you have some concerns. Please log this with us through our contact form.
Please have your order number and delivery date to hand. We’ll get back to you within 3 working days.

I need an update on an ongoing query

Please ensure your query has been logged via our contact form as this is the best way to capture all the details we need to assist you with your query.
If you have an ongoing query or product claim that has already been raised via the contact form above, call our dedicated aftercare team on 0191 731 3300 for an update.

I need to contact my finance provider

You can speak with your finance provider with the details below. You will have received documentation detailing who your finance provider is when you made your purchase. Have your order number and postcode to hand when calling.
Creation Consumer Finance: 0371 402 8905
V12 Retail Finance: 029 2046 8912
If you’re unsure who your provider is, contact your local store.

I need to contact my finance provider

If you purchased Elite Protect and your sofa is damaged, please call Castelan directly on 0370 320 3333 to raise a claim.

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