Ordering

FAQ's

FAQs

In this section you can find the most frequently asked questions during the ordering, delivery and installation process. At House of Fraser – Sofas, Furniture and Flooring we hope to make buying your new furniture or flooring as straightforward as possible. But if you can’t find the answer to your question, please get in touch with us and we can put your mind at ease. 

Your order

  • I’ve placed my order online, what happens next?

    After you have placed your order on our website, sit back and relax while we take care of the rest. A member of our personal shopping team will call you back at the time you requested in the checkout to complete your order, and confirm your estimated date of delivery and installation.

  • How do I measure for my sofa?

    Measuring for your new sofa might seem confusing, but we’ve taken care of the hard work for you. At the bottom of each product page you’ll find all the dimensions you will need including height (A) front (B) seat (C) width (D) and depth (E). Also take note of doorway and hallway measurements where your sofa will have to fit through, and let us know right away of any access issues our delivery teams may face i.e spiral staircases, or top floor apartments.

  • Can I order a flooring sample?

    Yes you can on many of our carpet ranges. This is a great way to make sure your new carpet fits with the décor of your room. Click the ‘Request Sample’ option on each carpet product page, complete your personal details and a carpet sample will arrive at your home within a few days.

  • Do you offer a free measuring service for flooring?

    Yes we do. This is perfect for customers who are not confident measuring their room for new flooring. Simply complete our quick form online when placing your order, or call our Carpet & Flooring Hotline on 0800 0288 515. Alternatively, you can visit your local House of Fraser – Sofas, Furniture and Flooring store to book your appointment.

  • How do I use a discount code?

    Before using any discount codes, we would always recommend reading our Terms and Conditions to ensure the offer is applicable on your order. After confirming the voucher code is eligible, simply add the voucher to the 'Do you have a promo code' box in the shopping basket.

Payment and finance

  • What forms of payment do you accept in store?

    In-store we accept payment by cash, as well as all major debit and credit cards including Visa, MasterCard, Maestro and American Express. You can also pay using your House of Fraser Recognition MasterCard, and collect House of Fraser recognition points when purchasing in-store.

    Alternatively, you can spread the cost of your new furniture with our attractive finance packages; take advantage of up to 2 years interest free credit, 0% APR representative, with a minimum deposit of £59.

  • What forms of payment do you accept online?

    Online we accept all major debit and credit cards, including Visa, MasterCard, Maestro and American Express, as well as payment by PayPal. You can also choose to pay for your order with up to 2 years interest free credit, 0% APR representative. Simply select your preferred payment option at the bottom of the shopping basket.

  • I have a poor credit score – can I still apply for finance?

    Please speak to a member of our personal shopping team, who will be happy to discuss your eligibility for finance. You must have no County Court Judgements or a history of bankruptcy. You must also hold a UK bank account that accepts direct debit instructions.

  • What information do you require for my finance application?

    Please have to hand your bank account details, proof of identification (driving license, passport or electricity bill), together with employment or income details when we call you back to confirm your order.

  • How soon will I know if my credit application has been successful?

    A member of our personal shopping team will call you back to walk you through the finance process after you have placed your order, and will be able to let you know instantly if your application has been approved. Approval may take longer if the finance company requires more information to support your application, but we will request this from you if necessary.

  • I am retired – can I still apply for finance?

    Yes, as long as you have been a permanent resident of the United Kingdom for the last 3 years, and are able to pay the required deposit upon completion of your finance agreement. You must have no County Court Judgments or history of bankruptcy, and hold a UK bank account that accepts Direct Debit instructions.

  • How can I change my direct debit information for my finance payment

    Please contact the finance company who your agreement is with; this will be on your paperwork that is posted to you upon completion of your order acceptance. Our finance packages are offered through a third party lender, Barclays Partner Finance, and you can contact them using the details below:

    Barclays Partner Finance – 0800 15 22 888

  • Do I have to pay a deposit?

    A minimum deposit of £59 is required upon acceptance of your finance agreement, but you can pay more to reduce your monthly payments. The deposit must be paid either by debit or credit card and we do not charge any transaction fees.

  • Can I pay cash on delivery for my House of Fraser – Sofas, Furniture and Flooring order?

    Unfortunately, we do not offer this payment option.

  • When is the outstanding balance due to be paid?

    Any outstanding balance must be fully paid and cleared by the bank a minimum of two days before delivery and installation. If you are paying by cheque, please allow at least seven working days clearance (10 working days in Scotland).

  • I have already arranged finance with House of Fraser – Sofas, Furniture and Flooring – what happens next?

    If you have already arranged finance with us and paid any agreed deposits, relax and look forward to your new furniture or flooring arriving. Finance payments don’t begin until after your order has been delivered. We will have given you an estimated delivery and installation date, and we will contact you again when your order has arrived into our distribution centre.

  • Who do I contact if I have a query about payments?

    If you have any queries or concerns about payments, don’t hesitate to get in touch so we can put your mind at ease. If you placed your order in-store, please contact the store where you placed your order as soon as possible. However, if you placed your order online get in touch with us here.

  • I have an insurance mandate, what do I do?

    At House of Fraser – Sofas, Furniture and Flooring, ordering your replacement furniture with an insurance mandate is quick and stress free. Browse our wide range of products online, or visit one of our 29 stores nationwide where our expert sales staff will be happy to assist. If you have any questions, don’t hesitate to get in touch with our personal shopping team on 0800 0288 515.

Delivery

  • How much is delivery?

    Depending on the goods you have ordered, we have various standard charges for delivery and installation within a 30-mile radius of any House of Fraser- Sofas, Furniture and Flooring distribution centre (mainland UK only). For customers outside of a 30-mile radius, there may be an additional charge, but we will advise you of this at the point of purchase.

    Our standard delivery charges are:

    • Carpets, vinyl and rugs - £29.00
    • Laminate and wood - £45.00
    • Sofas and upholstery - £59.00
    • Marble dining and sideboards (full assembly) - £99.00

    If you order items with different delivery charges, you will only be charged the highest standard charge. For example if you purchase a sofa and a carpet, you will only be charged £59 for delivery and installation.

  • How long will it take for my order to be delivered?

    All House of Fraser – Sofas, Furniture and Flooring orders are manufactured bespoke to your exact requirements, and therefore lead times can vary, but we will give you an estimated delivery and installation date at the point of purchase. If for any reason your order is delayed, we will you keep you informed and give you a new estimated delivery date.

  • Can I collect my order from store?

    Unfortunately we do not offer collection from any of our stores or distribution centres.

  • What if my order is delayed?

    Your order is tailor made for you, and as such, the delivery date quoted on your order form is an approximate estimate only. Please remember that there is a four-week leeway on all furniture delivery dates. If there are any issues with the manufacturer of your products, we will give you a call or write to you with a new estimated delivery date.

  • When will my order be delivered?

    You will be given an approximate delivery and installation date when your place your order and we will contact you directly when your furniture arrives into our distribution centre. Where possible, we aim to deliver your furniture within two working days after arrival.

    Our delivery team will notify you one hour before their arrival, so you can be prepared. Please provide us with a mobile number or daytime telephone number to ensure little disruption to you day.

    We understand that people lead busy lives and can’t take time off to wait in for their furniture delivery, which is why we deliver six days a week between 7am and 7pm.

  • What happens if I can’t take delivery of my order on the agreed date?

    Where possible, we will try to deliver your order at time that is convenient for you, but if circumstances change, please let us know and we will be happy to arrange a more suitable delivery date. If you can’t take delivery on the agreed date and we haven’t been notified, we may have to charge you the cost of taking your order back to our distribution centre.

  • Who can I contact if I have any queries before my furniture is delivered?

    If you have any queries about your order and you purchased your furniture in store, please contact the store where you placed your order and they will be happy to help. You can find all of the store contact details including e-mail address and telephone numbers, here.

    If you placed your order through our website, please call 0800 0288 515 to speak to a member of our personal shopping team or e-mail houseoffraser@hof-furniture.co.uk

  • What if my furniture doesn’t fit on delivery?

    Our delivery and installation teams are experts in their fields. However, we would always recommend that you have carefully checked the dimensions of your chosen sofa before making a purchase to ensure it can fit through any doors, hallways or stairs on delivery.

    In the event that your furniture doesn’t fit into your home, we will be happy to arrange for a highly-trained independent technician to dismantle your sofa on delivery and re-build it inside your home for an additional fee.

    If we haven’t been notified to dismantle your sofa and your furniture does not fit on delivery, we may have to charge you the cost of taking your furniture back to our distribution centre.

  • Will you remove my old furniture?

    Unfortunately, we are unable to offer a removal service but we do work closely with the British Heart Foundation, who offers a free collection service for your old furniture.

    You can call them on 0800 250 0030 to arrange a convenient time and date for you. Alternatively, you can contact your local council who will be able to arrange for your old furniture to be collected and disposed of, or recycled where possible.

  • Will I need to clear my room before delivery?

    Yes please. This will help to ensure the smooth delivery and installation of your furniture. You will need to clear the space where your order will be placed and also clear any items inside your property which will block the entrance to the room where you want your furniture.

    This will help to protect your purchase from any damage when delivered to your home and cause the least disruption to your day.

  • Do you offer a carpet fitting service?

    If you don’t feel confident fitting your new flooring, we can arrange for a House of Fraser – Sofas, Furniture and Flooring approved fitter to fit your flooring for an additional cost. If you placed your order in-store, please contact the store where you placed your order. If you purchased your flooring on our website, please contact our flooring hotline on 0800 0288 515.

  • Do you deliver to off-shore UK islands?

    Unfortunately we do not offer a delivery service to off-shore UK islands, but we can arrange to deliver your order to a carrier, who will then deliver it to your home. This may carry an additional charge, which will be agreed at the point of purchase and you will need to arrange an onward delivery service independently.

After sales

  • My order has been delivered, but there is a problem – Who do I contact?

    In the unlikely event that there is a problem with your order after you have taken delivery, please contact our after sales team on 0800 028 1430, between 9am-5.30pm, Monday to Friday or e-mail hofservice@hof-furniture.co.uk

  • How long is my furniture guaranteed for?

    To give you confidence in the quality of your new furniture, all House of Fraser – Sofas, Furniture and Flooring orders are covered by a 12-month parts and labour guarantee (subject to normal wear and tear). We also offer a 20-year frame guarantee, as well as a two year warranty on electrical components and recliner mechanisms on sofas and chairs.

Sofa protection

  • What sofa protection do you offer?

    At House of Fraser – Sofas, Furniture and Flooring we offer five-year fabric and leather sofa protection to keep your sofa looking as good as new for years to come. Our leather guard and fabric guard protects you against a range of stains and structural defects in your sofa, giving you added reassurance.

  • What carpet protection do you offer?

    A new carpet can transform a living space. To make that brand-new feeling last an extra bit longer, we would always recommend buying our SOS Carpet Care Kit to help remove any stains when they occur.

  • How else can I protect my furniture?

    To ensure your furniture and flooring stays looking as good as new, at House of Fraser – Sofas, Furniture and Flooring, we other fabric, leather and carpet care kits.

    A fabric care kit includes:

    • Textile cleaner
    • Stain-away cleaner
    • Ox cleaner – to treat stains caused by food, drink, urine, blood or water and yellowing etc

    A leather care kit includes:

    • Care cream that provides powerful cleaning and protection for your sofa
    • An ink-away stick to combat ballpoint pen, make-up products and tough stains

    A carpet care kit includes:

    • Carpet stain away for removing fresh stains
    • Carpet stain remover for greasy stains
    • Ox cleaner for stains such as food, drink and urine
  • Can I order sofa protection if I have already placed my order?

    Yes! Sofa protection can be added to your order at any point before delivery. Please contact the store where you placed your order or get in touch with us, here.