Customer service

Help & info

Help & info

Many of our customer concerns can be solved on our Frequently Asked Questions page, which can be found here.

Pre-delivery queries:

  • I ordered in store – Please contact the store where you placed your order, contact details for all of our stores can be found on our store locator page
  • I ordered online – Please contact our Personal Shopping Team: 0800 0288 515 or e-mail

Post-delivery queries:

Easy ways to order

In this section we will cover how to place your House of Fraser – Sofas, Furniture and Flooring order online, as well as the different payment methods available to pay for your purchase. You can also find our sofa buying guide and carpet buying guide offering you some inspiration on finding the perfect sofa or carpet for your home. Don’t forget to take a look at our measuring for flooring guide, offering easy-to-follow tips on measuring your room with advice from our flooring experts.

Got a burning question? Our FAQ section covers our most common questions and answers.


At House of Fraser Sofas, Furniture and Flooring, you can choose the most convenient option to pay for your new luxury furniture or flooring. Our attractive finance packages give you the option of spreading the cost of your purchase with up to 3 years free credit, 0% APR representative.

Delivery and installation

After placing your order with us, you can now look forward to your new furniture or flooring arriving and on our delivery times page, find out all the information you need to know about when to expect your order, as well as the delivery and installation costs for your area.

Buying new furniture or flooring should be easy and stress-free, and with the help of our delivery advice and old sofa removal guides, we hope to make that possible so you can be prepared when your order arrives.

After sales

In this section you can find our website terms and conditions, as well as your furniture guarantee and how to pay for your order with an insurance mandate. Should your circumstances change unexpectedly, you can also find our cancellations and returns policy.

Caring for your new sofa, furniture or flooring

We understand buying new furniture or flooring is an investment purchase that you want to keep in the best possible condition for many years to come. In our care section you can find care guides to help maintain your leather furniture, sofa beds and recliners, as well as new carpets, laminate or wood flooring and vinyl flooring.