Last updated: 16 September 2026

Please check your delivery before the driver leaves

Our driver will contact you the day before delivery to arrange a time. When your sofa arrives, check it carefully before the driver leaves. Unwrap enough of the packaging to see the item properly — our drivers expect this and will wait while you check.

Please check that:

  • every item on your order has arrived, including any footstool or scatter cushions;
  • the feet or legs are all there — these are usually packed separately in a small bag or box;
  • all seat and back cushions are present and the correct number;
  • any fixings or connecting clips for corner and U-shaped sofas are included;
  • the fabric, colour, size and configuration match your order, including which side the corner or chaise sits on;
  • there is no damage to the frame, fabric, stitching or feet.

If anything is missing, damaged or not what you ordered, tell the driver straight away and contact us the same day on +44 7428 703540 or support@dreamloungefurnishing.co.uk with photographs.

Missing or damaged parts are replaced, not returned

If a foot, cushion, cover or set of fixings is missing or damaged, we send you the correct part free of charge, or our driver brings it. You keep your sofa and there is nothing to send back. A replacement part usually reaches you within a few days.

We do not accept returns or cancellations for change of mind

Our sofas are made to order. Once we have begun making your sofa we cannot cancel it, take it back or refund it because you have changed your mind, decided it does not suit the room, or ordered the wrong size.

This applies to any sofa where you chose the fabric, colour, size, configuration or orientation, and to any custom or bespoke piece we quoted for you individually. Under Regulation 28 of the Consumer Contracts Regulations 2013, goods made to your specification are excluded from the 14-day cancellation right.

Please use our free fabric samples and check our sofa dimensions before ordering. If you are unsure about size, fit or access, contact us before you place your order and we will help. Once production starts, the order is final.

If we have not yet started making your sofa, contact us as soon as possible and we will do what we can.

If your sofa is faulty or not as described

This is the one situation where you can return your sofa for a refund, and it is a right we cannot remove.

Under the Consumer Rights Act 2015, if your sofa is faulty, damaged or not as described you may reject it for a full refund within 30 days of delivery. After 30 days and within six months you may ask for a repair or replacement, and if that does not resolve it, a refund or price reduction.

We pay all collection costs for a faulty, damaged or incorrectly supplied sofa, and we arrange collection ourselves rather than asking you to send it back. Email support@dreamloungefurnishing.co.uk with your order number and photographs and we will sort it.

Deposits

Where you paid a £100 deposit, it is fully refundable if you cancel within 24 hours of placing your order. After that it is non-refundable, because we begin making your sofa. If the sofa turns out to be faulty, damaged or not as described, your deposit is refunded in full.

Refunds

Where a refund is due, it goes back to your original payment method within 14 days. We do not charge a fee. Your bank may take a few further working days to show it.

Need help?

  • Email: support@dreamloungefurnishing.co.uk
  • Phone / WhatsApp: +44 7428 703540

If you are unhappy with how we have handled something, please contact us first so we can put it right. You can also get free advice from Citizens Advice on 0808 223 1133.