FAQs
Last updated: 26 July 2025
Online Sofa World Ltd
📞 +44 7 453 41 41 90 · 📧 contact@onlinesofaworld.co.uk
We’ve answered some of the most common questions below. If you still need help, our support team aims to respond within 1 business day (Monday–Friday, UK time).
Orders & Shipping
How long does processing/dispatch take?
Orders are typically processed and dispatched within 1–3 business days (Monday–Friday, excluding UK bank holidays).
How long does delivery take?
Standard UK tracked delivery takes 5–8 working days after dispatch. You’ll receive a tracking email once your order ships.
Is shipping free?
Yes — tracked UK delivery is completely free (£0) on all orders.
Do you ship internationally?
Not at the moment. We currently ship to the United Kingdom only. If this changes, we’ll update our Shipping Policy.
Can I change my delivery address after ordering?
Email contact@onlinesofaworld.co.uk as soon as possible.
- Before dispatch: We’ll update it if possible.
- After dispatch: Changes may not be possible; re-delivery costs may apply if the parcel is returned due to an incorrect address.
My order was “Returned to Sender”. What happens now?
We can re-ship your order once it’s received back at our warehouse.
If the address was incorrect or delivery was refused, re-delivery costs may apply.
Tracking
Where is my item?
Use the tracking link in your dispatch email. You can also visit our Track Order page using your Order ID and billing email.
I didn’t receive a tracking email—what should I do?
Check your spam/junk folder for messages from contact@onlinesofaworld.co.uk.
If you still don’t see it 3 business days after ordering, contact us and we’ll resend it.
Payments & Billing
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, and may offer PayPal, Apple Pay, Google Pay, or Klarna depending on your device and location.
Is my payment secure?
Yes. Checkout uses SSL/TLS encryption and PCI DSS–compliant payment processors.
We never store full card numbers or CVV codes.
Returns, Refunds & Exchanges
What is your return policy?
You can return most items within 30 days of delivery for a refund or exchange.
This is in addition to your 14-day statutory right to cancel under UK law.
Who pays for return shipping?
We do. We’ll email you a pre-paid, trackable return label (or arrange a courier collection for bulky items).
How do I start a return or exchange?
Email returns@onlinesofaworld.co.uk with your order number, postcode, and reason for return (include photos if the item is damaged or faulty).
We’ll reply with instructions and a return label.
How long do refunds take?
We process refunds within 7 days of receiving and inspecting your return.
Your bank or card provider may take an additional 3–5 working days to post the funds.
Do you charge a restocking fee?
No. We never charge restocking fees.
Damaged / Wrong Item / Defective
My item arrived damaged or defective—what should I do?
Email contact@onlinesofaworld.co.uk within 48 hours of delivery (or as soon as you notice the defect).
Include photos or videos of the issue.
In many cases, we’ll send replacement parts or a new item, and a return may not be required.
I received the wrong product.
We’re sorry about that! Please email contact@onlinesofaworld.co.uk with your order number and photos.
We’ll ship the correct item immediately and cover all related costs.
Changes & Cancellations
I ordered the wrong item or size—can you fix it?
Contact us immediately. If your order hasn’t shipped, we’ll correct it.
If it has already shipped, you can still return it within 30 days for a refund or exchange.
Can I cancel my order?
If it hasn’t been dispatched yet, we’ll cancel and issue a full refund.
If it has shipped, you can return it once received for a refund.
Warranty
How long is the warranty?
All products include a 12-month warranty against manufacturing defects.
See our Warranty & Replacement Policy for full details.
Technical / Website Issues
The site won’t load or shows an error.
Please contact us at contact@onlinesofaworld.co.uk with a screenshot and short description of the problem.
We’ll investigate and fix it as soon as possible.
Still Need Help?
We’re here to assist you.
📧 contact@onlinesofaworld.co.uk
📞 +44 7 453 41 41 90