Customer Services Policy - Leather Sofas, Corner Sofas, Customised Sofa, Cheap Sofa, Leather Corner Sofa, Sofas by SHARAKS

Enquiry Handling

Please email or call us on (44) 20 8560 7651 if you require any further information on any of our products. You can also use the 'Order Enquiry' page on our website to provide us the details of your query so that we can email or call you back. We will aim to answer your queries within 24 hours.

Placing an Order

To place an order, use the 'buy now" button tabs on our website. In the event that you are unable to process the order online, you can call us on 02085607651 to place an order over the phone or email us to discuss alternative methods of payment. You can also do so via our 'Alternative Payment Method' or 'Payment Processing' page on our website.

Item Codes

Please note that item codes ending with;

- 'S' represent items that are small sized and can be delivered through regular delivery services as long as the quantity is small.

- 'M' represent items that are medium sized and need to be delivered through specialist delivery companies. These items may take longer to deliver.

- 'L' represent items that are large sized and need to be delivered through specialist delivery companies. These items may take longer to deliver.

Delivery Times and Taking Deliveries

For specific delivery times, please refer to the item description for individual products. Please note that delivery to remote areas or areas outside the M25 in London will take longer to reach to. For destinations outside UK, please allow extra time as well.

For products with item code ending with 'M' or 'L', we will call you in advance to arrange a specific day and time for delivery. For these items, please note while delivering if you are not at home, we will be subject to a charge from our delivery company and this charge of £150.00 will be passed on to you. To avoid this situation, if you cannot make the appointment, please advise us at least 48 hours in advance. We deliver from Monday to Sunday 9am to 9pm.

We always aim to get the order delivered to you on the agreed date. However, there are situations whereby this would not be possible due to unforeseen circumstances and we will let you know in advance the reason for the delay and the likely redelivery date. You will be given the chance to cancel your order after an four additional weeks of the initial delivery date should we not be able to deliver the product to you. Any cancellations within this time, might be subject to our administration charge of 30%.

Please also note that with item codes ending with 'M' and 'L', we are only responsible for kerb-side deliveries outside the customers delivery address and are not required to deliver the item into the house though most of our deliveries are dropped within the customers' premises. Whereby the deliveries are dropped within the customers premises as a gesture of goodwill, no insurance cover is provided from any damage to the property, the client or the product resulting from the delivery itself.

Note that it is your (the customer's) responsibility to measure the necessary dimensions inside and outside the delivery address before placing an order with us. This should be done to ensure that all the ordered products will pass through the access ways into the delivery address and will fit in easily. In the scenario that a product is returned to us due to it not fitting through the access way or inside the delivery address location, you will be subjected to a 30% charge to cover us for administrative and postage costs. Please refer to the returns section below.

Holding Stock

In the event that you are not able to take delivery of the item due to any reason, we will only hold your ordered goods for a maximum of 2 weeks after which we will have to charge you for storage.

Delivery Places

Products with item code ending with 'S' can be delivered worldwide. However, products with item code ending with 'M' and 'L' are delivered in the UK mainly. For delivery to destinations areas outside our regular covered destinations such as Channel Islands, Europe , etc. please contact us to get a separate quotation. Please also note that there is an extra delivery charge for locations outside our main covered areas in England. These destinations include Devon, Cornwall, Scotland and Wales plus a few other select locations.

Assembly

Some of our products are delivered in flat pack packaging. Assembly usually requires basic DIY skills and the requirement to use minimum amount of tools. Please refer to any instructions, enclosed within the packing and ensure that all the items listed in the packing list are present in the packaging. If anything is missing, please let us know via email or call us on (44) 20 8560 7651. We do not offer assembly services.

Please note that our sofa suites are delivered with the legs supplied in a separate box. To attach these legs, please follow the instructions below:

1) Gently crowbar out the black plastic legs underneath the sofa if they are any. Ensure not to damage the black lining underneath the sofa.

2) Then place the new legs on the desired position. There is no formal requirement as to where the legs are meant to be attached. A general rule is to keep them half an inch away from the edge of the sofa. You can also attach these right on the edge of the suite if desired.

3) Each section of the sofa requires four legs. In the event that the section is longer than usual please use an extra two or four legs in between the longer section for extra support.

4) Now place the leg on the desired position and use a fast powerdrill to fit the screws through the legs. Do not use a handheld screw driver for this task as the framework is made of hard wood and is very strong to penetrate through.

Returns

Please note that we do not accept returns on any of our sofa suites - be it a corner sofa, 1 seater, 2 seater, 3 seater, modified sofa or matching ottoman given that these are specifically produced for the client as and when the client places an order with us. Once the order confirmation email is sent to the client, it is assumed that the client is satisfied with the order and is happy for us to proceed to start manufacturing and delivering the suite. The suite is then produced based on the clients requirement on dimensions, orientation and colour preference.

We hope that you will be pleased with our services and products. In case, the product(s) you have purchased does not meet your requirement(s), please ensure that you follow the return instructions accurately.

We do not provide refunds on items that have been pre-assembled, damaged, tempered with, marked, written on or with their packaging damaged. Refund claims submitted after 7 working days will not be processed. For products with item codes ending with “S”, please return via post with the correct return address and all the original packaging. We are not responsible for any items lost in transit. The items should arrive back to us in perfect condition. Please note that we do not offer a free returns service, we do not refund the return postage cost or the original order delivery charge if there is any. Please note that any refunds are subject to a 30% charge to cover us for our administrative costs. This applies in the event whereby a product is returned to us without any issues with it.

For products with item codes ending with “M” or “L”, please return either yourself or arrange a delivery back through an external delivery service. Please submit all original packaging and ensure the product is in its original condition. The items should arrive back to us in perfect condition. Please note that we do not offer a free returns service. We do not refund the return postage cost (if the client chooses to use our services to redeliver the suite back to the warehouse in Cleveland) or the original order delivery charge given that each order is specifically manufactured and shipped for the client. Please note that any refunds are subject to a 30% charge to cover us for administrative and postage costs. Any returns to the warehouse, should be carried out within 7 working days of the delivery date.

Failure to comply with the above details will result in refunds not being processed. If your refund submissions are complete and accurate, a refund will usually be issued within 4 week times.

Damages

We hope that you will be pleased with our services and products. In case, the product you have purchased is damaged, please provide us with details of any damage via email within 7 working days of delivery. Please also submit photographic evidence including some clear distance and close up shots of the issue. We will then assess the damage and decide on a course of action - which in most cases would entail an upholsterer fixing the problem. If clients fail to provide such pictures within the cooling period of 7 working days, the liability of fixing the problem will be forwarded to the client themselves.

In the scenario, the product is under warranty and develops a fault, kindly submit photographic evidence via an email in 3 working days - including some clear distance and close up shots of the issue. We will then assess the damage and decide on a course of action - which in most cases would entail an upholsterer fixing the problem. If clients fail to provide such pictures within 3 working days, the liability of fixing the problem will be forwarded to the client themselves. Moreover, when a resolution has been reached on how to deal with the problem and the client fails to respond within 7 working days, we will automatically assume the case is close and liability of fixing the issue will be passed to the client.

Please note that we do not carry out replacements on corner sofas, 1 seaters, 2 seaters, 3 seaters, modified sofas and matching ottomans given that these are produced only when the client places an order with us and are specifically produced for the client. Any damages to these sofa suites will be fixed by our upholsterers. Should we not be given the opportunity to fix the issue in such a manner, the administrative costs stated in the return section would apply.

In very rare circumstances, would we provide a replacement. In the scenario that the product is replaced or returned for a refund, please return the original product and follow the return instructions accurately. Whereby the decision is made to replace the product in the case of standard corner sofas, the client should allow a time frame of 6 to 8 weeks to receive the replacement. Should we not be given the opportunity to fix the issue in such a manner, the administrative costs stated in the return section would apply.

Failure to comply with the above details will result in refunds not being processed. If your refund submissions are complete and accurate, a refund will usually be issued within 4 weeks time.

If unsure, please contact us for more information and instructions on how to return the products. Any returns without pre-notification to us will not be processed.

Cancellation of Order

Please note that any cancellation of orders is subject to a 30% charge to cover us for administrative costs.

Please note that we do not accept returns on corner sofas, 1 seaters, 2 seaters, 3 seaters, modified sofas and matching ottomans given that these are produced only when the client places an order with us and are specifically produced for that client. Under these circumstances, the necessary charges would be passed to the client at our discretion. In scenarios whereby the suite is not suitable for selling on to another client due to its specific nature as in colour, orientation or size, the charge could mount to the full payment of the original order.

Terms and Conditions

For more information, please refer to our terms and conditions page.