FAQs

How do I place an order?

To place an order, simply click “Add to basket” on your desired item(s). Once ready to purchase you can head to checkout by clicking the shopping cart in the top-right of the screen. You will need to fill out your personal and payment details correctly. It is of the utmost importance that you check that your delivery address and contact information is 100% correct as correspondence in relation to your order will not be possible if they are incorrect.

Where and how can I get discounts?

We have great prices all year round and we will always welcome you to the Comfy Homes family. Discounts are automatically applied to the amount you spend and there are discounts and reduced items throughout the website. Additionally our latest offers and deals will be up on our social media pages so be sure to check them out!

What can I do if my item is damaged or not to my standards?

If you find that the item has arrived in an unsatisfactory standard, you will need to contact customerservices@comfy-homes.co.uk as soon as possible and they will advise further. Please ensure to send images and a detailed description of the issue(s) to speed up a resolution. Also ensure to include your order number as without this they are unable to locate your order details. Depending upon which carrier delivers your goods, many items are opened piece by piece and checked with customers on delivery. We ask you to be as thorough as you can when checking the item(s) over and if you feel the item is not to your standards, you do have the option to return the item.

When is my delivery? (Ordered)

Depending on what you order, it could be the next day or a few weeks. When you place your order and it is processed by the Processing Team, they provide a delivery estimation. Many fragile or delicate items are delivered on a rotating schedule to different areas of the country.. We visit segments of mainland UK areas roughly every 2 - 3 weeks. Custom items may take longer as there is always a lead time on these pieces but compared to many competitors, the lead times are much shorter.

Why have I not heard anything about my order yet?

Every single purchase made with Comfy Homes, you are automatically sent a Sales Order Confirmation email to the email address you inserted at time of the order. Please check your junk mail should you not see it in your inbox for any reason just to ensure it has not popped into there. You then receive tracking details or a Processing Email providing delivery estimates and any necessary update on your goods. In most cases, we do not contact customers with general updates unless we need to. We always contact our customers: - If there is a delivery/order issue - If an item is discontinued or unavailable - when your order is ready for delivery or collection - to confirm a delivery date closer to the time

Can you fix mirrored items?

We understand the fragility of mirror and glass. And we do sympathise when accidents unfold as they certainly happen from time to time However, we do not have this kind of service. What we can suggest is to find a local glass and mirror specialist who may be able to fix the broken segment for you. We suggest perhaps looking on Yellow pages online or a Google search for your area.

Can I return an item?

With online orders, you have 14 days to return the item to us. There is a no returns policy in store. Please contact customerservices@comfy-homes.co.uk and they can advise on the process. There may be a return charge, so please do make sure that you are absolutely certain you want the item and that it fits where you’d like it to.

Where are you based?

Do you have a showroom to visit? We have a gigantic 10,000 square foot showroom based on the High St. in Wakefield Town Centre, West Yorkshire. The address is 37 Westgate, Wakefield, West Yorkshire - WF1 1JX For more information please see the link below. comfy-homes.co.uk/contacts/

Where and how do I collect my items?

We contact our customers when an order has been sent to the store ready for collection. Collections take place from Tuesday to Saturday 11am - 5pm No collections can be made on Sunday or Monday as the storage section is closed and the warehouse staff are not present. To find us via vehicle, you will need to input “Rodney Yard” into your sat-nav device. Once you have arrived, you will see yellow railings and a “Comfy Homes” sign on our gate. If this looks correct. Please exit your vehicle and use the alley on the right of the building and turn left until you reach our front entrance. You will need to supply the confirmation email or physical invoice to the sales representative. They will check the validity of your proof of purchase with you. Once this is done, please exit the building and return to the loading area. We will check the item with yourself and load it in the vehicle for you.

Do you have other stores?

Due to our online presence and trust we do not feel the need to have more stores. Thousands of customers feel comfortable shopping from their arm chairs and trusting our quality. It also ensures we can remain competitive on price and quality this way but of course we have customers visiting us from all around the country. To visit the showroom please see the link below. comfy-homes.co.uk/contacts/

Where do you deliver to?

We deliver ONLY to mainland UK areas nationwide. We do not deliver outside of this currently. There are a few postcodes that some items cannot be delivered to or incur a surcharge. If you have any doubts, please feel free to contact sales@comfy-homes.co.uk with a postcode alongside either a link, name or image of the item(s) and they will be able to clarify directly if we can deliver to your area.

What is the lead time on custom items?

Lead times change throughout the year due to peak periods and vary depending on which item(s) you are interested in. These times depend on the suppliers current order fulfilments. Customers will need to contact sales@comfy-homes.co.uk to find this information out. Some items also have a fast track option which will be made available to you by the processing team once the order is processed.

Is this in stock or available?

Generally speaking, if it does not explicitly say “Not Available” on the products page, it will most likely be available. However, the websites stock levels can change at any point and it is not an automatic process to keep track. If you would like to find out for sure, please contact sales@comfy-homes.co.uk directly. We can only apologise in advance if an item is found to be discontinued or unavailable. As our website holds over 65,000 items, it is difficult to say for sure if all of the items can and will be available due to the volume of sales and sales on different e-commerce platforms. You will be offered a full refund or an alternative if we find that this is the case.

How do I go about cancelling and/or getting a refund?

To get the ball rolling on a cancellation. Please contact sales@comfy-homes.co.uk as soon as possible. Refunds are generally completed in a few days from our end but can take up to 14 days to arrive back into your account depending on your bank's processing times. How will I know when my goods are ready? You shall receive tracking details or an email to confirm delivery. The same applies if your item is ready for collection, you will certainly be notified. Being an online service, this will all be done via email mainly. So please do make sure your contact details are accurate.

How will my goods arrive?

Items can arrive via a number of couriers. However, we prefer to use our own specialised couriers who handle goods with a lot of care, meaning our returns/damaged rate is less than 0.2% for this reason.. Smaller items such as ornaments may arrive via other couriers such as Yodel, My Hermes etc. You will be notified and provided with any tracking details that are available. Do you quality assure products? To the best of our abilities, we do check a large number of items before dispatch, which is done by the Quality Control Team. This is to ensure the goods are of good quality. Furthermore, on delivery and collection we do check the items with customers to make sure they are completely satisfied with the item. If you are unsatisfied, for instance there is a defect with the item(s) the customer can return the item to us. It is in our interest for many reasons to check goods as it can save us costs or inconvenience to customers, hence our returns rate is less than 0.2% for this reason.

Do you have furniture removal services?

We do not offer this service. You will have to source this service with someone local to you via social media, Google or perhaps Yellow Pages Online.

Do you remove packaging once delivered?

Normally, no. But you may be able to if you request this prior to your delivery with sales@comfy-homes.co.uk

Do you have an assembly service?

We do have an assembly service. We can fit almost anything from wardrobes, drawers, cabinets and much more purchased from Comfy Homes. However this service is not available for every area of the country so therefore if assembly is imperative for you, email sales@comfy-homes.co.uk prior to purchase with the following details - Items(s) you wish to have assembled (link preferably or images) - Post Code - Property Type (House/Flat - If flat do you have a lift) - Whether there is any Free Parking on site - What floor the assembly is to take place on.

How do I pay monthly?

To apply for finance, orders need to be at £500 or more but can be for more than one item. To get the ball rolling, simply add your item(s) to your basket and select "DivideBuy" as your payment option at the checkout. Alternatively you can phone the finance company directly on the number below to order if preferred. You will need to create an account with them when the menu pops up and fill out the relevant details when applying. Once completed the form will give you an instant decision and if it's a YES the first instalment will need to be paid upon completion. If you have any queries, issues or questions please do feel free to us, or give them a call on their freephone number @ 0800 085 0885 alternatively you can visit the link below for more info. comfy-homes.co.uk/dividebuy-terms/

What can I do if I miss my delivery?

The particular carrier may also leave a slip behind or take it to your nearest depot for collection. You can inform sales@comfy-homes.co.uk Please check your emails frequently as not to miss correspondences with us as you should receive emails to ensure your aware of a delivery taking place in due course.

How do I file a complaint?

We try our best to ensure a customer has a seamless transaction but if you are in any way unhappy with our services then please email customerservices@comfy-homes.co.uk. This team will do their best to work with and not against you. Please do understand that any written or verbal abuse will not be tolerated and interactions may be terminated until the conversation can remain civil. Our customer service team will do the absolute best they can do in circumstances provided to them. However, as a Company we want to ensure these staff members are treated fairly and with respect as aggressive behaviour should never be tolerated. We do understand any issue is an inconvenience, but a little patience and understanding goes a long way with everything in life. Your patience will be required and well received to resolve your grievance or query effectively.

What payment methods do you accept?

We accept the following Online - Visa - Divide Buy (Monthly Installment provider) - Paypal (+4% fee), - Maestro - American Express - Mastercard We accept the following Instore - Visa - Maestro - Master Card - American Express - Cash

Can I collect an online order?

You certainly can. Simply click “Collection” in the shopping cart before the payments and information checkout. You will be contacted when the item is ready and you can pick it up from our Wakefield Store. Collection address can be found in the link below: comfy-homes.co.uk/contacts

How long will my refund take?

This is generally done within a few days from our end but it also varies on bank processing times which are out of our control but we generally say it is 14 Days or below approximately.

Why is this item more online but less in-store? & Vice Versa

There are two teams. The online team, and the store team. These teams are not affiliated with one another and the store can only deal with store orders, whereas our online segment, can only deal with online orders. Each team do not have access to any information or orders of each other. Prices can vary depending on many things. There are a lot of charges online that may not be apparent to customers. They hold stock differently and therefore the stock purchased dictates price. The store has in-store only deals that are not available online such as clearance items. The online may do the same and each may have different promotions on at any one time. It is entirely the customer's choice where to place an order. Please note prices can change at any time on any platform and the price you pay is the price at the time you order. Therefore if the price lowers this does not mean this is forwarded onto you, likewise if the price increases, you are not required to pay the additional sum.

Do you price match?

We do not price match - The very simple reason is there are many items on the market which appear to be the same, but the markup is totally different. They can be of different or poor quality. Many sellers use false images to portray a fake representation of their goods. We trust in our quality and we make all attempts to ensure our prices stay competitive and reasonable by cutting costs internally which in the end benefits you. There is a reason we have grown year on year as our customers trust our quality and value!

Do you do collaborations?

If you are interested in promoting the business, please send an email to marketing@comfy-homes.co.uk as this team is the only team that deal with these types of requests.

Do you have a direct number to call for online orders?

We do not have a direct number to call for the online service. This at first glance may appear like an inconvenience to some who are not tech savy but this is done to ensure costs remain low and therefore your goods remain at great prices. Furthermore, our staff happiness is essential to us which means they are able to work from any part of the world at unorthodox times of the day to respond to your queries rather than the conventional Monday to Friday. Information over the phone may be lost so emails allow our staff to pick up any query and see the whole history of correspondence from all different departments and this can easily be traced, tracked recorded at all times. Emails are responded to as soon as possible but not more than 48 hours normally as the agents at times have to wait for some information to answer the query effectively, so please be patient. If you have not heard anything after 72 hours then simply respond to the email again. Please do not repeat your email before this timescale as this sends your email to the back of the queue as it understands it to be a new email. Emails are generally responded to in order of arrival so patient customers are responded to first.

Who can I speak to about general product info?

The fastest way to get a response about general product information would be through Facebook or Instagram messaging as these queries are answered periodically every day. Do not worry if you do not have these platforms as you are always welcome to ask any question you have over at sales@comfy-homes.co.uk or call the store on 01924 628170. They may be able to answer many of your questions about products, but not orders. Our social media representatives are very knowledgeable and helpful and will do what they can to get you the answers you need or point you in the right direction. Please note, the social media reps do not have access to any order information and you must always email sales@comfy-homes.co.uk if you require information about your online order.

Is it possible to delay my order?

It is certainly possible to do this. You will need to contact the relevant email address as soon as possible so your item can be withheld for a time. Store purchases will need to contact store@comfy-homes.co.uk Online purchases will need to contact sales@comfy-homes.co.uk

When and how would storage charges apply?

Charges come into effect when you are unable to receive your delivery. Charges vary based on what item is purchased and you will be notified on the storage cost before this takes effect. Therefore we strongly suggest making yourself available for delivery or else charges will occur. The same applies to the collection of items. If items are not collected within 10 days, storage charges may apply and the item may no longer be reserved.

Can I get item(s) on fast-track?

We do have this service available on particular items, to find out if your items are available for this particular service you can contact sales@comfy-homes.co.uk at any time. Please note, Christmas time may not be possible as couriers will be very, very busy at that time of year.

Advanced & Quicker Delivery

When processing the order, the processing team may be able to offer you an advanced and quicker delivery meaning your items will arrive sooner than expected. This service will be offered if available, and cannot be requested at any time during or after purchasing your items.

How do I amend an order?

Amending things couldn’t be easier. All you have to do is reply to your sales order confirmation stating the changes and a sales rep will respond with appropriate details. Store changes, you would simply need to send a new email to store@comfy-homes.co.uk with your invoice number and the changes to which a rep will respond with appropriate details.

Do you deliver upstairs?

We do deliver upstairs for an extra charge. To get a quote, please send an email to sales@comfy-homes.co.uk

How can I contact you?

To our in-store customers, you can contact store@comfy-homes.co.uk or call 01924 628170 directly. Please do not call if in relation to your online order as the store team will not be able to help you as they do not have access to your information, and will not be able to supply any information due company policies in place to protect your information. When contacting about your online order, you will simply need to supply your order number (if available) and your query to the following email addresses: - Before/after sale: Sales@comfy-homes.co.uk - After delivery: CustomerServices@comfy-homes.co.uk

Can I have my order delivered to a different address?

If you wish to have your order delivered to a different address then simply place this address under the delivery address while placing your order but the billing address must be where the card is registered. If while waiting for your goods you move address, simply email sales@comfy-homes.co.uk and provide your latest address.

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