Frequently Asked Questions

Need help with something, check out our FAQs below

Q. How long will my product(s) take to arrive?

If the products are in stock and are being delivered via one of our Home Delivery Partners, you can typically expect them within 7 days.

Once your order has been accepted by dwell, our delivery partners will contact you to book the next available delivery date. If your order is out of stock, you will be contacted once it arrives. Upholstery orders are delivered by The Sofa Delivery Company part of the dfs Group and all other items will be delivered by Wincanton.

Smaller parcel orders are handled by a courier service and should be delivered within 5 working days. These deliveries are usually made during the week and not on a specific day. However, you will receive all of the tracking information, so if you're not in, you can divert the parcel directly with our courier company. The courier companies that we partner with are Parcelforce and APC.

Q. Who has access to my data? Where can I find more information about your privacy policy?

When you place an order with dwell, the information that we collect relating to you is primarily used to enable us to provide our products and services to you. This is to ensure that we can carry out our obligations arising from any contracts entered into between you and us, and to provide you with the information, products and services that you request from us.

We use third-party companies to fulfil the majority of our deliveries so we will pass information to them (Wincanton for home deliveries and Parcel Force or APC for smaller items), for the sole purpose of fulfilling the delivery. The Sofa Delivery Company part of the dfs Group will deliver all upholstery items (Sofas, Armchairs & Footstools)

If you need any further information about how we process and store data, you can read our privacy policy. If you have any questions, feel free to email us at [email protected]

Q. I would like to return my order

If you have bought your item via our website or over the phone, you have 14 days from the date of delivery to return your order. When returning an order, you have the right to open the product but must ensure that the product is not used, assembled or damaged in any way, and that all packaging is returned. Please see our Returns and Refunds page for more info.

Q. I've requested a refund, when will I see the refund in my account?

We normally process refunds within 5-10 working days. Please remember that card refunds may take up to an additional 10 working days for your bank to complete, depending on their processing time. This can vary greatly between card issuers and, unfortunately, we are unable to influence this.

Refunds can only be made back to the card that was used to make the original purchase.

If a refund is being requested, we will process it once the returned items have been received and inspected at our distribution centre.

Q. If I order several items, will they be delivered at the same time?

All upholstery items (Sofas, Armchairs & Footstools) are made to order and delivered to you by The Sofa Delivery Company part of the dfs Group.

Everything else will be delivered together by Wincanton or our courier service.

Q. I've placed an order but heard nothing

Once you have placed your order, you will receive an order confirmation via email. As soon as your order is ready for delivery you will be contacted to arrange the delivery with one of our delivery partners. If you have any questions, please contact us.

Q. Does my purchase come with a guarantee?

We do offer a guarantee on all our items, which you can review on our guarantee page and our terms and conditions page.

Q. I received the wrong product, what should I do?

If you have received the wrong product, please get in touch with us and we will help you get the right item as soon as possible.

Q. Will the furniture fit into my house?

On each product page, we have listed the dimensions for each piece of furniture. We also have a handy measuring guide to help you determine whether an item will fit in your home.

Q. Do you have a live chat?

Yes, we have live chat - to start a conversation click "Live Chat" in the bottom right corner of any page on our website. You’ll be in contact with a real person, not a chatbot!

Outside of opening hours, you can send a message and it will be picked up first thing the following morning. You can find our opening hours on our contact us page.

Q. Can I place an order over the phone?

Yes, if you would like to place your order over the phone or have any questions about your order, please call our order line on 0345 013 0515.

Q. My lighting has arrived without any bulbs

Unfortunately, we don't supply light bulbs with our lighting orders and you can see this stated under the 'more info' tab on every lighting product's page. Please refer to your product's page to see which light bulbs are suitable for your new purchase.

Q. How can I change my delivery address?

You can update your delivery address before we dispatch your order by emailing [email protected] or calling our Customer Care team on 0345 013 0515.

Q. What happens if I'm not there when delivery is attempted?

Our delivery partners will keep you fully informed along the way, so you will know exactly when to expect your furniture. If you are not going to be available or you need to change the day, we request that you do this at least 3 days before the current delivery date. If it is less than 3 days, you may incur a re-booking charge.

If you have received a text from Parcelforce with your delivery date, they will also give you a link where you can change the date if it’s unsuitable.

Q. How do I know when my delivery will arrive?

Once the products are in stock, Wincanton will email and send an SMS to invite you to the home delivery self-service booking system, where you can book your delivery at your convenience. If you have ordered an Upholstery Item (Sofa, Armchair & Footstool) dwell at dfs Customer Seviced Team will call you to book a delivery date through The Sofa Delivery Company, part of the dfs group.

Wincanton will contact you 48 hours before your delivery by text and email and provide you with a 2 hour estimated time of arrival.

The Sofa Delivery Company will contact you on the day of delivery with a 2 hour estimated time of arrival.

If your delivery is via Parcelforce, you will receive all of the tracking information, so if you're not in, you can divert the parcel directly with our courier company. The courier companies that we partner with are Parcelforce and APC.

Q. Where do you deliver to?

We deliver to most postcodes in England, Scotland, Wales and Northern Ireland, including the Isle of Wight. We do not yet deliver to the Channel Islands or the Isle of man, but we would be happy to discuss delivery to your appointed carrier.

Q. Can I purchase chairs individually?

Unless stated, we sell all of our chairs individually. If they come as a pair, they will be listed as a "Set of 2"

Q. Who does the GDPR affect?

GDPR is legislation that applies to companies that process personal data as part of the activities of one of its branches established in the EU, regardless of where the data is processed; or a company established outside the EU and is offering goods/services in the EU.

Q. What exactly is "personal data"?

Personal data can include any information that could identify someone. This could include addresses, names, bank details, browsing history, and IP address.

Q. Can you provide a fabric sample?

Yes we can send you a free fabric swatch. Simply contact our team on 0345 013 0515

Q. What are your delivery charges?

Delivery charges are applicable and will be calculated in your basket . Delivery is available on all products in Mainland UK and Northern Ireland.

Q. I've received a faulty/damaged item

If your purchase arrives damaged or is faulty please contact our dwell at dfs Customer Services team on 0345 0130515 within 14 days of receipt of your products.

Q. Are your products intended for commercial use?

Our products are intended for use in a domestic private residential setting only and we provide no guarantees for their suitability outside of this. In particular, we do not provide any guarantees if they are used in a commercial, public or contract environment.

Q. My order is later than expected - what should I do?

We're sorry it's taking a little longer than expected. If you've waited longer than you should and haven't received any information from us, please contact us directly

Q. I've only received part of my order, what do I do?

We're sorry you have only revieved part of your order, your order may be being delivered in parts depending on what you have ordered. Please visit our contact us page for ways to get in touch, so we can take a look and advise when you will be reciveing the rest of your order.

Q. How can I apply for interest free credit?

You can apply online or over the phone. If you are looking to apply online, you can choose this option at the checkout when spending over £500. Read more

Q. I cannot see the dimensions I need?

We have lots of extra product information available. If you would like to contact our Direct Sales team on 0345 0130515 they will be able to help you with all the extra information you need.

Q. Do you offer an assembly service?

If you’ve ordered a sofa, we will assemble it for you and dispose of the packaging (don’t worry, we recycle!).

All other furniture will be taken to the room of your choice and left in its boxed state.

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