Contact details:

Pre order queries - Sales Team: sales@comfy-homes.co.uk
Post order queries - Customer Service Team: customerservices@comfy-homes.co.uk
By phone: 01924 628170
Office hours: Monday – Saturday, 9am – 6pm & Sunday 10am – 4pm


How do I place an order?

Select the furniture that you would like to purchase and add items to your shopping basket, before proceeding to the checkout. You will be asked to register or login and be directed to the delivery screen. At this point you will be asked to provide your contact details, your preferred delivery address and method of payment. Your delivery charge will then be calculated depending on your delivery post-code and items purchased or you may select the collect instore option.

How do I pay?

If you purchase via phone or online, you can pay by either debit or credit card on our Secure Trading site. After making your secure payment you will receive an automatic e-mail confirming that your payment transaction has been processed.

If you visit us instore, payment will be taken by either cash or card. Either a deposit or the full amount will have to be paid which is non-refundable once the order has been made. Please note that if a deposit has been paid, the remaining payment of your items must be paid before delivery can be arranged.

If you wish to pay by any other means please contact us.

Can I amend/cancel an order?

If you wish to amend your order, please contact us as soon as possible. We will do our best to accommodate any requests. 

Please note that any changes to an order may delay your delivery time and also alter the price and incur further charges.

When will my purchases be delivered?

This will depend upon the availability of your chosen products and where you are based for delivery. You should be informed of the approximate time of the products at the time of purchase instore and if ordered online, if there is a longer delay for 21 days then you will be informed in advance. However this cannot be confirmed until your order has been checked and processed, i.e. after you receive your “Order Confirmation”. Items are allocated on a strictly first come first served basis.

Arranging delivery

We will contact you by phone or email when your goods have been or are ready to be dispatched. We will always try to deliver on the next available delivery day to your area.

About our delivery service

Depending on the size and weight of your goods they will either be delivered by a Courier or by our Delivery Team. Our delivery service covers the whole of the UK.

Each delivery is chargeable dependent on the location of your delivery address and will be calculated accordingly at the checkout. For more information please email us.

It is your responsibility to ensure that there is clear and sufficient access to the room to where you would like your new furniture to be placed.

You must also check to ensure the goods are not damaged upon receipt of them and sign the delivery note as damaged if the packaging or items are damaged but ACCEPT the item(s) but do not open the items and then notify us within 24 hours so we can carry out our investigations and instruct on what to do next.

What if I’m not in when you deliver?

Our delivery service offers different methods of contacting the customers. Some may call, others may send texts. However, you will be notified on when the Delivery Team will be arriving beforehand so it is important you are present or additional charges may apply for re-delivery.

Can you take my old furniture away?

Unfortunately, we do not offer this service. Your local council or businesses may be able to assist you.

Can I collect my order instore?

You have the option to collect your order instore, as an alternative to delivery. This option will become available to you at the checkout. Once your order has arrived instore, you will be contacted by a member of the Customer Service Team regarding collection. It is imperative you bring your invoice with you as proof of your purchase.

As there is no delivery arranged your order will arrive earlier. For more information regarding access to the building please contact us.

Please note the item(s) must be collected within 7 days from the date you are notified. Any longer period and the item may be sent back to the supplier or sold to an alternative customer and a further admin/storage charge of £20 per week will apply as well as delays in receiving your item(s). After a certain period of time the order will be cancelled if not collected or the item is ready for delivery and you do not wish to have delivery.

Can I have my order delayed until a certain date?

If you would like your order withheld until a certain date, you may request to do so by contacting us at customerservices@comfy-homes.co.uk and the team will inform you if your request is possible. It is crucial you contact them BEFORE your delivery date, as you may be charged for re-delivery or storage.

How can I arrange assembly/second floor delivery?

If you would like to request your item(s) to be assembled, please contact the Sales Team as different products induce different assembly charges and it will be determine if the items are able to be assembled. Your additional charge will be explained by a member of our Sales Team upon request.
Similarly, if you would like to request for second floor delivery, please contact the Customer Service Team via email stating your invoice number. Please include information regarding the access to the building that is set for delivery. Delivery is automatically scheduled for the GROUND FLOOR ONLY, if delivery to higher floors causes harm to the team or the product in any way shape or form, the delivery will not take place and will either be left under the care of the customer or returned for re-delivery.
In both cases, additional charges will be allocated for each request and payment must take place before delivery. If the delivery address is not suitable for delivery or assembly, i.e the area the item is to be assembled is NOT totally clear, the assembly will not take place. Please see full Terms and Conditions for more information.

Can I have my order delivered to a different address?

If you wish to have your order delivered to a different address than what is stated in the billing information, you may do so. However, a member of our Sales Team may contact you to verify your information and the delivery address and request further proof of Identity. If we feel the information provided is false or misleading we may cancel your order. For more information please contact our Sales team via email at sales@comfy-homes.co.uk.

How can I make a complaint?

If you feel the service provided was not satisfactory and wish to make a complaint, please email customerservices@comfy-homes.co.uk. All cases are treated with the up most importance and a member of the team will be in contact with you within a 72-hour time frame to further investigate the complaint.

What is your Returns Policy?

Please refer to the Returns Policy.

How do I report a quality problem?

Any quality issues should be reported to our Customer Service Team.

In the unfortunate event of missing parts or damaged goods, please notify us via email within 24 hours of receipt of the goods with photographic evidence of both the packaging and the relevant goods so that we are able to carry out our investigations at the earliest possible opportunity. Please note if items are assembled without making all of the above relevant checks, the suppliers or courier may not accept any liability.