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 and there are discounts / 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 where they will advise further.

They will require pictures or video evidence with a detailed description of the issue(s) to speed up a resolution.
Please also ensure to include your order number as without this they are unable to locate your order details.

Many items are opened and checked with customers on collection or delivery (carrier depending).
We encourage customers to inspect goods carefully during this process.
 
If it is not to your standards, you can refuse the item and we will send another out as soon as possible. 

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 will take much longer as there is always a lead time on these pieces.

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 the time of the order. Please check your junk mail should you not see it in your inbox for any reason.

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 or glass 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.
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.

Do you have a showroom to visit?

We no longer have a showroom to visit as we are a fully online service. Should you need any information or to see more of a product please do get in contact with our fantastic social media team or email sales@comfy-homes.co.uk directly.

Where and how do I collect my items?

We contact our customers when an order has been sent to the depot 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 then exit your vehicle and ring the bell on the back gate to be seen to.
You will need to supply your collection confirmation email to the staff member serving you.

They will check the validity of your proof of purchase. Once this is done, a staff member will check the item with you and load it on to your vehicle.
 

Where do you deliver to?

We deliver to mainland UK areas nationwide. 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, product ID 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 supplier's 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 product 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.
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 being the cancellation process. Please contact sales@comfy-homes.co.uk as soon as possible stating your order number. 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 APC, Fragilistics or other UK couriers. 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 in any way unsatisfied with the product during the checking procedure - 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?

Please note: Due to COVID19 our assembly service is out of action for the time being.
Information for when our assembly service is up and operational again is below.

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 an 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 begin, 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 you're 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 your products or service then please email customerservices@comfy-homes.co.uk at any time. This team will do their best to work with you on the issues you have faced. Please do understand that any written or verbal abuse will not be tolerated and interactions may be terminated until the conversation is of a civil nature

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 staff members are treated fairly and with respect. We do understand any issue is an inconvenience, however, we believe a little patience and understanding goes a long way. 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

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 pickup point.

The collection address will be provided within your email.

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.

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-savvy, however, 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 and recorded at all times.

Emails are responded to as soon as possible but not more than 72 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.

If you do not have these platforms please instead ask any question you have over to sales@comfy-homes.co.uk or send a message to our contact us page via the query box.
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, however, 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 sales@comfy-homes.co.uk as soon as possible so your item can be withheld for a time.

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.

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?



Monday to Friday

Before/after sale queries: sales@comfy-homes.co.uk After delivery queries: customerservices@comfy-homes.co.uk

For general product or service enquiries you can always contact us via Facebook, Instagram or email sales if this is your preferred method of contact.

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.