Delivery & Returns/ Refunds.
Delivery Guide
We endeavour to send out all orders as soon as possible. Usually this is within 7 days but please allow up to 14 days for your item(s) to be shipped. Most orders are delivered within 3-10 days.
Once your order has been crafted by our factory, we will be in touch with a short phone call to give you a date and time slot for your delivery.
On the day of delivery, the courier will contact you 30-60 minutes before they arrive.
If you are unsure whether you are eligible for delivery, please contact us at sales@Sofayahomes.com prior to placing your order.
Returns
Every order is important to us, We want our customers to feel fully supported throughout their entire experience with Sofaya homes.
We have a 60-day return policy, which means you have 60 days after receiving your item(s) to request a return.
To be eligible for a return, your item(s) must be in the same condition as they were received, in the original packaging with no signs of misuse. Your product(s) must be unassembled and wrapped back up in the original packaging ready for the courier to collect. If these conditions are not met, we reserve the right to reject a refund.
To start a return, you can contact us at sales@sofayahomes.com If your return is accepted, we will then arrange a date and time with you for the courier to pick up the product(s). There will be a charge of £100 for the courier to pick up the item(s). Alternatively you can arrange delivery to the following address: Britannia Mills, Gelderd Road, Birstall, WF17 9QD.
You can always contact us for any return question at sales@sofayahomes.com Please note that all our orders are made to order so please ensure that your order is correct, as a refund will not be issued if you have made a mistake whilst ordering.
Damages and issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item. This may include sending out replacement parts. We will always try to rectify the issue rather than approving return requests immediately.
If our team believes that the item was damaged by the customer then we reserve the right to deny a refund.
Exceptions / non-returnable items
Certain types of items cannot be returned such as customised orders, items that are damaged by the customer or change of mind since all of our products are made to order. We also reserve the right to deny a return request if we deem that the product was misused.
After the 60 day returns window has passed, we will operate returns at our own discretion.
Refunds
We will notify you once we have received and inspected your return, and let you know if the refund was approved. If approved, you will be automatically refunded on your original payment method.
Cancellations
We allow 24 hours after placing an order for hassle- free cancellations. After this time, a cancellation fee of £50-£100 will incur as the order will have been processed and passed onto the factory to be crafted.
