FAQS

Made to Order/Bespoke Goods are made to your specifications, this includes your choice of size, fabrics or leathers, and feet. It can also include changes to frame back height, detachable arms, or any other specific requests we have accommodated to produce your order.

Stock Items are goods we either hold in stock, end of clearance lines, ex-showroom models or refurbished goods. These goods can have no further changes made to them. Please note, if you intend to add new items to a stock item we cannot be responsible for matching of colours as leathers and/or fabrics can change batch by batch.

All our sofas are considered Bespoke, except those in the clearance section, and therefore cannot be returned or exchanged unless faulty or not as described.

Stock items are delivered within 14 days, whilst bespoke items/made to order items are made especially for you and therefore these goods are subject to longer delivery times.

Our sofa beds are designed to be just as comfortable as our regular sofas, however you should keep in mind that the mechanism within the sofa will mean that the sofa has a slightly firmer sit.

Our standard mattresses are pocket sprung mattresses; this means there are individual fabric pockets sewn throughout the mattress that contain the springs. They offer an excellent level of support and comfort.

Our memory foam pocket sprung mattresses also contain the individually sewn in springs, but also features an innovative layer of memory foam.

Standard pocket sprung mattresses don't mould to your body shape, whereas our memory foam versions do offer this additional level of comfort and support. However, memory foam can get quite warm and some people find the feel of it doesn’t suit them or their sleep needs, preferring a standard pocket sprung mattress. So deciding on the best mattress for you will depend on your preferences in terms of firmness and what you find comfortable.

All of our sofas are customisable and made to order, so depending on the specific sofa you order you may have a choice of size, fabric/leather, shape of modules, feet, etc. With some of our models you can also make slight alterations to the dimensions, as well as supplying your own fabric for the upholstery. For more information please contact your local showroom or email us at [email protected].

Some models are available with loose covers, such as the Duresta Wessex sofa and Duresta Nicky sofa.

Whilst many people with young children and/or pets prefer leather, due to its hard-wearing nature, it is possible to have a fabric sofa if you want one. We do offer a range of durable fabrics more suited to a family home, including the Darling Cotton range and the Darling Crushed Velvet range, which offer greater stain resistance and tend to be more resilient than other fabrics. We also recommend keeping pets off the sofa if at all possible, to avoid scratches and snags, but we understand this can be hard when they make that face at you.

Some removal sofa covers are machine washable, but this will depend on the fabric, so check the manufacturer guidelines as to the appropriate cleaning method for your specific sofa cover. There is further information on cleaning and caring for you sofa here.

We recommend using a Soft Leather Cleaner and Leather Protection Cream regularly to keep your leather sofa looking its best. You can also vacuum your leather sofa regularly to keep it free from dust and debris, however it’s best to you a soft brush attachment in order to avoid scratching the leather. For further information on caring for your sofa, take a look at our care guide.

Make sure to try and remove liquid spills quickly by blotting the liquid from your sofa with a clean, damp cloth. However be careful not to rub the area as excess rubbing can also cause damage. If the spill has left a stain, you may be able to remove it with a Textile Cleaning Kit (which recommend keeping in your home), but do not use detergents. Check your sofa’s manufacturer information for any specific care instructions. For further information on cleaning your sofa after a spill, take a look at our care guide.

Some fabric sofas may be able to be scotch-guarded for you, but this will depend on the fabric you choose and will cost extra. Your salesperson will able to advise you on whether the fabric you’ve chosen can be scotch-guarded, alternatively you can email us here to enquire about a specific fabric.

Before cleaning your fabric sofa, it’s important to check the care instructions – fabric can vary from sofa to sofa and what may work for one, may not work for the other. If there are no labels on the sofa, check the website for care information for that particular fabric.

To remove any dust, crumbs or animal hair, you can lightly vacuum your cushions but use a brush for the more delicate elements of the sofa, including any fringe and braid details.

If you happen to spill something, the key is to act quickly. Don’t use a coloured cloth as this may result in colour coming off on to the sofa fabric. Use a white cloth to blot and mop up any liquid. Depending on what has spilled, further action may be required. Using a white cloth, apply water to the stain and blot to absorb the liquid. Do not rub as this may spread the stain further.

Before trying to use any cleaning products on your fabric sofa, ensure you check the care information on your sofa – either on the labels or on the website. If possible, try a test on a hidden part of the sofa first.

If using water to blot the stain hasn’t been successful, take a teaspoon of washing-up liquid, white vinegar, baking soda and warm water – mix together until the solution has started to lather. Apply directly to the stain and leave for 10 minutes (or long enough for it to dry out). Then wipe the surface with a clean, white cloth to remove any residue.

If you don’t want to try removing the stain yourself, liaise with a professional cleaner who can advise on the best course of action.

Before cleaning your leather sofa, make sure to check the care instructions for that particular leather – Suede, Nubuck and Aniline leathers all require particular care because they don’t have the same protective coating as other leathers*.

General maintenance should include a regular wipe down with a multi-fibre cloth, to get rid of any dust and crumbs.

If you have a pigmented or protected, semi-aniline leather, you can vacuum and then wipe down with a damp cloth. If there are signs of any grease, use a mild soap, then buff with a soft, dry cloth.

For any spillages, react quickly, using a paper towel to dab the area lightly, absorbing the liquid. Do not rub any stains.

For food stains, after blotting, if there is still a stain, sprinkle either talcum powder or flour onto the affected area and leave for several hours (overnight if you can), so it can draw the oil out. When the powder looks saturated, wipe away.

If there is an ink stain – use a ball point pen remover – reacting as quickly as possible.

*There are specific cleaning products available for these leathers – always follow the instructions carefully and test on an unseen area first.

There are a few different repairs a leather sofa may require over time. If you have a tear in your sofa, there are a number of steps to follow to see it looking like new. If it’s a small tear, you’ll need to purchase a complete leather repair kit. Then follow these steps:

• Use a sharp pair or scissors to cut away any worn edges off the tear.
• Using the canvas cloth supplied in the repair kit, insert the cloth behind the tear using a pair of tweezers.
• Then apply leather glue on the underside of your leather ie placing the glue between the leather and the cloth. Then press down onto the cloth and leave to dry.
• When dry, apply filler in several thin layers until it is level with the leather. For a perfect result, use a grain pad to create a grain pattern.
• When the filler has dried, apply some colourant to a sponge and apply, blending it in with the surrounding leather. You may need to apply several coats.
• The last step is to apply the finish. Use a sponge, add in thin layers, waiting for each to dry before applying the next.

If you have any concerns about doing this repair yourself, please consult a professional first.

The beauty of a velvet sofa is its rich sumptuous appearance – it’s important to know what steps to take to keep it that way for as long as possible. Dust can accumulate on your velvet sofa, the easiest way to remove it is a regular vacuum. For any spillages, act quickly, blot the affected area with a clean, dry white cloth.

If the stain you’re trying to clean is a dry one, you can try using soap and water, and a soft cloth to blot the stain. Before attempting to clean the stain, try the soap and water on a hidden spot to ensure it doesn’t ruin the material.

If you’re worried about cleaning the stain yourself, it’s worth asking a professional cleaner to take a look at it.

When choosing a corner sofa for your home, there are two measurements you need to check. Firstly, you need to measure the space you have available to ensure your sofa will fit. Take your tape measure and mark out the available space, measuring the width and depth. Once you have that, you can see which sofas will work in your living room.

When measuring a corner sofa, you need to take into account the widths of the two sections that make up the L-shape and the depth of each section. If buying your sofa online, make sure you look at the specifications for each section, bearing in mind there can be different sizes available for that particular line of sofa.

The best way to tell if your corner sofa is a left-hand corner sofa is to stand in front of it. If the corner and shorter edge are to your left, then it is a left-hand corner sofa. It would be the opposite for a right-hand corner sofa, with the shorter edge being to your right.

Cushions are a great addition to a sofa as they give you the opportunity to add extra character and personality to your living space. Given a corner sofa tends to be larger than a normal sofa, there are a lot of different ways you can dress a corner sofa with cushions.

One option is to use a minimum 4-6 pillows, starting with a two base cushions on the outer sections of the sofa, two medium size pillows in the middle and then two accented pillows which meet at the corners.

The corner section of the sofa tends to draw the eye so don’t be afraid to use a number of different cushions there – different colours and textures can help to make your sofa the standout piece of furniture in your lounge.

If you don’t want to have a symmetrical set-up, a random line-up of cushions can also look the part!

The number of cushions to use is totally optional. Go for a real array and fill your sofa from side to side or be more selective and have just a few stand-out pieces which your eye will naturally gravitate towards.

When you need to dismantle a corner sofa, firstly you need to work out how much you need to take it apart. Is it simply making it smaller to fit into some form of transport, or maybe to give it to someone else etc? Or does it need to be completely dismantled to dispose of it?

There are a number of steps you need to follow and it’s advisable to take photos of each stage in case you need to put it back together at any point.

1. The first step is simply a case of removing all the cushions. Once you’ve done that, you need to flip each section of the corner sofa so they are lying on their backs (this may be a two-man job).

2. Next up, remove the legs and the upholstery from each section – a screwdriver or staple remover should do the job. Once the upholstery has been taken off, you’ll be able to see the sofa frame.

3. Remove any screws or bolts attaching the arms to the base – you may need to take off some additional upholstery to do so.

4. This may be sufficient but if you need to completely dismantle the sofa, the final stage is to detach the seat from the back, removing any screws or bolts connecting the two together.

Dismantling a sofa is a cumbersome job, it’s well worth doing this with a friend or significant other!

In terms of who invented sofas, it is difficult to pinpoint one specific individual because the humble sofa has been around for thousands of years. While there is evidence that a form of sofa existed in both the Egyptian and Roman eras, they did disappear following the collapse of the Roman Empire and it wasn’t until the late 16th Century that they made a comeback.

With the addition of new weatherproof housing that was starting to pop up across Europe, craftsmen began to design sofas – nowhere near as comfortable as today, but a marked improvement from a bench or stool!

When determining if your sofa will fit through the door, you need to look at a few different measurements. Firstly, measure the width of your doorframe and then compare it to the height of your sofa. If the height of your sofa is less than the width of the doorframe, the sofa will fit through your door on its side.

Every sofa is different, if you want to know if you can wash your sofa cushion covers, you need to check the care instructions for that particular sofa. If it confirms you are ok to wash them, be aware that some slight shrinkage may occur, even if they are dry cleaned.

If you wash the covers at home, put the covers back on when they are still a little damp (not wet) to ensure a better fit. If they need ironing once dry, iron the covers on the sofa using a damp cloth.

The beauty of a leather sofa is that, unlike most things in life, it does actually improve with age. Cracks can add character but if you’re unhappy with how it looks, there are a few steps you can take to restore a cracked leather couch.

A strong conditioner will help to strengthen the fibres around the crack and blend the scar in with the surrounding leather. Before starting, make sure to clean your leather using a soft dry brush or cloth. Then use some mild soap (but first test this on hidden part of the sofa) to help get the leather into a softer, more pliable state.

Use a small amount of conditioner and smooth over the crack, using either the back of a spoon, sponge or even your finger. Wipe off any excess and then allow to dry overnight.

Depending on how deep the crack is, you may need to apply a second coat the following day. Try not to use too much as this can leave the leather looking waxy. Once complete, to maintain the quality and avoid further cracks, apply the conditioner once a month.

If the crack is deep, conditioner may not solve the problem and it may be that filler is required. In this instance, it is worth contacting a professional for advice before attempting to undertake any work yourself.

You can place your order here online, in-store, over the phone or via email.

When placing your order we will take you through your selected products and services in detail, giving you all the information required, including maintenance and care information. All details will be checked thoroughly and you will be asked to confirm the order.

You will receive an email confirming your order that will also include a copy of our terms and conditions, caring for your sofa/bed guidelines and a PDF of our Premier Care Programme.

It is important you to check your order. Once your goods are manufactured we cannot exchange or refund your order unless it is faulty or not as described.

Once completed, your order forms part of a legally binding contract, which cannot be cancelled by either party without charge.

You will indeed.

If ordering in store you will receive a written receipt of your order from your sales person. Your sales person will also give you important documentation on our 5 year Premier Care Programme, Caring for your Sofa hints and tips and our full terms and conditions, along with their contact details.

If ordering online you will receive a confirmation of your order along with information on our 5 year Premier Care Programme, Caring for your Sofa hints and tips and our full terms and conditions.

Within 48 hours of placing your order you will receive an email with your invoice which will contain all the details of your order. It is important you check your invoice and let us know of any mistakes or changes you would like to make within 2 days of placing your order. Once the goods are manufactured we cannot exchange or refund your order unless it is faulty or not as described.

If you want to make any changes to your order, e-mail us or telephone us within 48 hours of placing your order. After this time, your order will be in production at the manufacturers and as such no further changes can be made; cancellations cannot happen without incurring charges.

Changing an order may cause a delay with your delivery time and may alter the price you have been quoted.

All our payments are processed by NatWest Streamline and they process approximately 1 in 2 online transactions in the UK. The process is absolutely secure.

For the technically minded - the payment processing section of our site is protected by Verisign encryption, and your credit card details are further encrypted using the Data Encryption Standard (128 bit) before being processed by our order system.

Our secure-server software encrypts all your personal information including credit or debit card number and name and address. You can find out more here

For orders involving a large number of sofas, you can discuss your needs with your salesperson and they’ll work with you to offer the best possible price. Alternatively contact us here to discuss your order.

For contract orders, we are able to offer a discount if you are able to provide us with a VAT number and company letter head. For more information contact us here.

At Darlings of Chelsea, we have a great deal of experience working with contract projects, producing beautiful bespoke furniture in quick timeframes that surpass UK fire and safety regulations. We are happy to work closely with interior designer to help make your contract project a success. For more information on working with us on a contract project, click here.

It is important to check that your furniture will go into your room before placing your order. To avoid disappointment, please refer to our Will It Fit Guide for advice on how to measure and some useful advice.

While your sales person can offer advice about measuring the entryways to your home and can guide you to smaller furniture if needed, you are ultimately responsible for determining if the products will fit.

Failing to disclose any property access difficulties might cause issues on delivery as well as extra costs to your order

This is dependent on the lead times of the manufacturer of your chosen sofa. At the point of ordering your will be advised of the current lead times on your goods.

Once your order has been confirmed, you will be given an estimated delivery time by our sales staff; you will also receive a call from our delivery company who will plan and book a delivery date with you a week in advance of your due date.

As our sofas are bespoke and custom-made especially for you, unfortunately there isn’t a way to fast track the process. However we will endeavour to make sure you receive your order as quickly as possible, within the given lead time for the items you’ve ordered.

We have clearance items available that have quicker delivery times. Some of these items are ex-showroom models, as well as sofas used for photo-shoots. However it is not possible to purchase a current showroom model.

We don’t currently offer collection from store for any of our sofas. As all our sofas are custom-made, the lead-time reflects the time it takes to build and deliver your sofa to you. However, we do have clearance items available that can be delivered in a shorter timeframe.

At the time of ordering you will have been given an estimated delivery timeframe. If this changes, we will let you know straight away. While Darlings of Chelsea cannot be held liable for any delays that are beyond our control, we will make every effort to keep you informed. Remember you can always contact your Sales Person for an update or call 020 7371 5745.

If you wish to check the delivery of your order, please email or phone your sales person or call 020 7371 5745.

Standard deliveries are made Monday to Friday, (excluding Bank Holidays).

We deliver to mainland England and Wales. Additional delivery costs will be payable in the case of deliveries to Scotland or Northern Ireland.

In the case of orders from other locations outside mainland England and Wales, deliveries will be made to a nominated depot in mainland England for collection and onward transportation to be arranged by you at your cost (in such cases you will be responsible for satisfying yourself at the depot as to the condition of the product). We will not be responsible for any customs duties or local taxes payable in overseas locations.

We can arrange delivery to an address outside mainland UK. Additional delivery charges will apply. For further information please contact us via email, quoting: Non-Mainland UK Delivery.

Please note:- warranties and guarantees do not extend to goods that are shipped outside mainland UK.

At the point of purchasing your goods, your sales person will inform you of the estimated lead-time. Once the goods are completed you will be contacted by your sales rep if you have any outstanding balance to pay. Once this is settled (or immediately if there is no balance outstanding) we will pass your delivery details across to our courier company who will be in touch with you directly to organise delivery. Deliveries are generally scheduled at least a week in advance, and 48 Hours prior to delivery you will be provided with a 2 hour time slot on your delivery day.

On the delivery day you will be contacted in the morning by a member of the Delivery Team to reconfirm the time slot.

On the delivery day a member of the Delivery Team will contact you in the morning to reconfirm your time slot. Please make sure all entryways and access points are clear of obstacles. You need to also ensure there is someone in your property to receive and sign for the furniture.

The delivery team will position the Goods in a room of your choice, unpack, assemble where necessary and take away all packaging.

Goods will not be placed in the specified room if this is not feasible due to difficulties of access or if the room has not been cleared to allow sufficient space for the Goods to be manoeuvred into and placed there. Find out more on Will My Furniture Fit?

As all deliveries need to be signed for, we will be unable to leave your furniture and it will be returned to the distribution centre. A member of the Delivery Team will contact you to arrange a further delivery date. This will result in an additional delivery charge.

Once the goods are released from the manufacturer, we will endeavour to deliver your order as swiftly as possible, usually no later than 7 days after it becomes available. We would appreciate you accepting your goods within the same timeframe. You can agree with our Delivery team a suitable day within the 7 day time-frame, and they will try and accommodate as much as possible however we cannot guarantee that they will be able to match your exact requirements.

For London-based addresses we can specially organise a window delivery, however this will be subject to additional delivery fees, based on the specifics of the delivery required. If you would like a quote for such a service, ask your salesperson or contact us here.

We have limited storage facilities and consequently cannot store goods without prior agreement. You should contact us well in advance to ensure we can accommodate your request. If you delay delivery to a date more than 14 days after we notify you that the goods are ready, we will charge you for storage and insurance costs at the daily rate then current until the goods are delivered.**

We don’t buy or exchange old sofas, and the removal of your old furniture can only be done by the delivery company if you have agreed this with them when arranging your delivery, as there may not be sufficient space. This would incur additional charges, which you would need to pay direct to the delivery company.

However, you can donate it to charity. The British Heart Foundation offers a free collection service. Alternatively you can arrange collection with your local council, or even put it on Gumtree!

When ordering furniture it is important to check that it will fit into your house and your room. Please check all doors, stairways and the space it has to go into carefully. You can refer to our Will It Fit? guide for help with this.

While your sales person can offer advice about measuring the entryways to your home and can guide you to smaller furniture if needed, you are ultimately responsible for determining if the merchandise will fit.

As each sofa is custom made to order, we can’t exchange it for another; you would have to order a new sofa.

No. Your goods are made to order and once the manufacturer releases them they will be delivered direct to your home. There is a delivery cost regardless of whether we deliver the goods to your home or to one of our stores.

 When ordering online, after choosing your furniture you will be asked to select your preferred method of payment from our card payments, or you can select to pay by finance. Once you have made your choice, simply follow the instructions on screen until the process is complete.

We accept all major credit and debit cards including MasterCard, Visa, Visa Electron, Delta, Solo.

Upon our receipt of your card payment, and the successful processing of your order, we will send you an order confirmation. This also serves as a receipt.

When ordering in-store, after choosing your furniture you will be asked by our staff to select your preferred method of payment from the different options, cheques or credit card payments. Once the payment is processed you will be given a copy of your order, which also serves as a receipt.

As a rule, we do not accept deposits. Should you want to discuss this option further please contact one of our stores directly for information:

BIRMINGHAM - 0121 667 4657

ST ALBANS - 01727 238 291

SURREY - 01252 759 047

The outstanding balance has to be paid before goods are dispatched from our distribution centre.

In the event that you choose to cancel your order, once you have advised us in writing, by email, any deposits paid will be refunded back to your card. This, in some cases, can take up to 7 working days to be credited back to your account.

When your Goods have been completed you will be contacted by a member of our sales team to complete the balance payment. Once this has been processed, your goods will be dispatched.

On all orders above £1,000 in value, and with a deposit of 10%, Darlings of Chelsea is pleased to offer you the option of paying for your furniture in easy to manage instalments, which are completely interest free.

To take advantage of this payment method first you must fulfil the following criteria:

• Be 18 years of age or above;

• You or your partner are in permanent paid employment (over 16 hours per week), retired (receiving a pension) or self employed

• Been resident in the UK for at least 12 months and will continue your residency in the UK

• Have Bank or Building Society current account details available to be able to complete the direct debit instruction

Applications will not normally be accepted in the following circumstances:

• You and your partner are both unemployed

• Students

Following final confirmation, Darlings of Chelsea will process your order, and an order confirmation will be sent to you. We strongly recommend that you print out your Interest Free Credit agreement and retain a copy for your own records.

On some occasions Hitachi Capital Finance may require you to sign the forms personally. If this is the case they will instruct you on screen and they will send the forms to you requesting a signature before proceeding with the order.

IMPORTANT NOTE: Delivery of your items cannot be made until Hitachi Capital Finance has confirmed with Darlings of Chelsea your approved application has been processed.

Once you order has been delivered you will start paying your instalments

If, for whatever reason, your loan application is not approved, Hitachi Capital Finance will contact you immediately regarding their decision. Darlings of Chelsea will also contact you separately and ask if you would like to select another payment method such as cheque, cash or card to continue with your order.

Hitachi Capital Finance will send you by email or post a leaflet with details of how you can get further advice regarding their credit decision.

Cancelling your order prior to delivery is dependent on what you have ordered:

Made to Order or Bespoke

You have a 2 day cooling off period for Made to Order or Bespoke product. After this time frame, you will not be able to cancel or change your order without incurring additional administration charges of 10% of the cost of your order. This is because your order is already at the factory and costs of production have been incurred. If you would like to cancel or change your order please contact your sales person or email us.

Inventory or Clearance Items

If your items are purchased from inventory or our clearance section you can cancel your order prior to delivery and receive a complete refund including your delivery fee. All you need do is write to us, via email confirming your wish to cancel.

Whether you can return the order to us is dependent on what you have ordered and its condition.  It is your responsibility to return your order.

Made to Order Goods

You have 14 days within which to inspect your order to ensure it meets your requirements. If you decide you do not like it you must tell us in writing within 14 days. You then have up to 14 days within which to return your product to us.

Sofa Beds

As with Made to Order Goods you have 14 days within which to inspect the goods. Sofa Beds can only be returned if the mattress has not been unwrapped and is in as new condition. If you have opened your mattress and want to return the sofa bed you can still return the order, however we will have to deduct the price of the mattress from your refund.

Bespoke Order

As these orders are made specifically to your requirements returning such an order is subject to a 55% restocking fee, i.e. you will be refunded a sum equivalent to 45% of the purchase price paid.

Bed Mattresses

In the case of bed mattresses, (excluding sofa bed mattresses) you have up to 100 days from the date of receipt to return the item.

Inventory or Clearance Items

If your items are purchased from inventory or our clearance section you are not able to return goods to us.

It is your responsibility to return your order.

Please contact us within 14 days of receiving your order and tell us that you want to return your goods.

Orders need to have their original product and fire retardant tags and where possible original wrapping.

Please return goods to, Darlings of Chelsea, Station Road West, Ash Vale, GU12 5QD. Once goods have been returned to us, we inspect them and if they are in “as new” condition a full refund will be given within 14 days of receipt of return.

If you do not have access to appropriate delivery methods by which to return your order, we can offer a Collection Service.

The Collection Service is subject to a charge of 20% of the value of each item returned.

In the instance where we will be collecting the item, it is your responsibility to disassemble the goods as appropriate ready for packaging for return. 

Once goods have been returned to us, we inspect them and if they are in “as new” condition a full refund will be given within 14 days of receipt of return.

Once goods have been returned to us, we inspect them and if they are in “as new” condition a full refund will be given within 14 days of receipt of return.

All our goods come with manufacturer’s guarantees which cover you against manufacturing defects. If you wish to extend your manufacturers guarantee and protect your new goods from accidental damage, spills and other in home damage you have the option to buy an extended warranty which covers your goods for 5 years.

This extended warranty is available on all goods EXCEPT Clearance items.

Please talk to us about whether a 5 year extended warranty is right for you.

All of our sofas / sofa beds come with a 10 year structural guarantee. All other furniture is guaranteed for 1 year. This guarantee is against structural damage as a result of warpage and/or breakage of the frames. Click here for full T&Cs.