Terms & Conditions

Furniture Story’s terms and conditions

Furniture Story LTD offers a range of unique and custom-made furniture pieces. Our services include delivery and customer advice & support. 



12 Deer Park Road, London, SW19 3TL


This agreement is a contractual arrangement between the supplier (Furniture Story) and the consumer (you) for the purchase of goods. The contract is considered finalized when you commit to buying the goods and we commit to supplying them, which takes place upon our confirmation and acceptance of your order via email.

Before placing an order for a sofa, please consider the following:

  • Ensure easy access for furniture delivery, checking door widths, stairs, lifts, and passageways.
  • Verify if the furniture will fit in the intended room.
  • Determine whether you require a left-hand or right-hand corner sofa, based on the perspective when standing in front of it (not while sitting on it).

To address any further inquiries or concerns, please feel free to email us at [email protected]. We are more than happy to assist you.

Please take note of the following details regarding your purchase (as listed separately on your sales agreement):

  • The specific items you have agreed to purchase
  • The purchase price
  • Any outstanding balance to be paid
  • The payment method used
  • The estimated availability date for furniture delivery

Selection Process and Quality Assurance

1.1 Furniture Story, as one of the UK’s leading specialist furniture retailers, places a strong emphasis on quality, durability, and value in its selection process.

1.2 Before entering into a supply agreement with any manufacturer, our buying team conducts thorough inspections and assessments of both the factory and the manufacturing methods employed for every model and design.

1.3 Upholstery and sofas, being handmade products, may exhibit natural variations and inconsistencies. Therefore, Furniture Story is meticulous in choosing suppliers, working only with factories that uphold and maintain high-quality standards through a process-driven approach.

Product Confidence and Warranty

2.1 When a model is displayed in our warehouse, we have utmost confidence in its inherent quality.

2.2 In addition to your statutory rights as a UK consumer, Furniture Story provides a complimentary 10-year warranty with every new furniture purchase, serving as a testament to our confidence in our products.

2.3 Free repairs for valid complaints will be carried out within 60 days from the date of examination. (If replaceable part is needed this part can take 4-7 weeks to be made)

Complaint Handling and Resolution

3.1 The deadline for examination and complaint resolution may be extended if the buyer agrees in writing, email, or other means.

3.2 Delays in resolving complaints do not occur when a representative of Furniture Story reports to the buyer at the agreed time but is unable to take action due to reasons attributable to the buyer. In such cases, the Guarantor will pursue the claim within the new 30-day time limit.

3.3 The buyer will be promptly notified by Furniture Story, in writing, of the acceptance of a complaint for repair or if the complaint is deemed unfounded. This will be recorded appropriately in the complaint.

3.4 In all other cases, Furniture Story will provide a written decision within 14 days from the date the complaint was filed.

Repair and Replacement

4.1 If the defect subject to the complaint is assessed by the manufacturer as removable, the provision will be made by repairing the product on-site. In other cases, the repair will take place at the factory, and the method of complaint resolution will be determined by the manufacturer’s representative.

4.2 The buyer is responsible for delivering the furniture or its parts to the manufacturer’s representative for transport to the manufacturer’s headquarters and repair under factory conditions.

4.3 The manufacturer is not obligated to provide a replacement product during the repair period at the factory. Refusal of repair under factory conditions or prevention of repair is considered a waiver of warranty by the buyer.

4.4 Warranty rights expire automatically if the buyer fails to observe the manufacturer’s service visit twice due to their fault.

Replacement/Repair Timeline

5.1 If the sofa needs to be replaced or repaired by the manufacturer due to damage, Furniture Story will provide a replacement within a maximum of 60 working days.

Warranty Coverage

6.1 Every structural component of your new sofas and chairs is comprehensively covered by our 10-year warranty.

6.2 Specifically, the framework, joints, and springs are warranted for a full 10 years by Furniture Story.

Exclusions from Warranty Coverage

7.1 The warranty does not cover the following:

7.1.1 Fabric/eco-leather/natural leather becoming dirty.

7.1.2 Damage caused by improper use of the furniture contrary to its intended purpose.

7.1.3 Damage caused by animals.

7.1.4 Furniture exposed to flooding with water or other liquids.

7.1.5 Inadequate performance of recommended cleaning and maintenance procedures resulting in damage to the protective surface of the leather, fabric, or eco-leather.

7.1.6 Failure to perform recommended leather cleaning and maintenance procedures at least 4 times a year as advised by the manufacturer.

7.1.7 Discoloration of upholstery fabric resulting from dye migration from clothing in contact with the fabric.

7.1.8 Deformation of foam components resulting from furniture use.

7.1.9 Natural fabric wrinkles that occur during normal use, inherent to the fabric’s properties and foam cushioning.

7.1.10 Any tears, borrowings, or scratches on the fabric, eco-leather, or leather.

7.1.11 Pilling, shrinkage, or fading of upholstery fabrics resulting from normal wear and tear due to the buyer’s usage.

7.1.12 Folds in upholstery material due to manufacturing techniques, intentional loose and soft outer coating of furniture made with leather or similar materials.

7.1.13 Roofing materials exhibiting typical upholstery fabric characteristics, such as sensitivity to touch, iridescence, and microfibers, influenced by lighting angles, even within the same batch.

7.1.14 Natural features inherent in materials are not covered by the warranty.

Usage and Maintenance Guidelines

8.1 Furniture must be used for its intended purpose and in accordance with the provided instructions.

8.2 Avoid exerting pressure on armrests, standing on seats or backs, or placing excessive weight on individual spring strips. Jumping on furniture is strictly prohibited.

8.3 Furniture should be used in dry, enclosed areas protected from adverse weather conditions and direct sunlight. The recommended climatic conditions for furniture use are a relative humidity of 30-70% and a temperature of 15 to 25 ºC. 8.4 Keep furniture at least 1 meter away from radiators or other heat sources.

8.5 Wooden furniture components should be protected from scratches and impacts. When using multi-piece sets, distribute usage evenly to maintain consistent appearance.

8.6 Furniture with the option for distribution is not intended for everyday sleeping.

8.7 Before the first use, ensure that all transport protection has been removed.

8.8 Disassembly and reassembly of furniture for children’s functions should not be attempted.

8.9 Avoid direct contact between skin, fabric, or eco-leather and human body sweat, as well as animal or vegetable fats.

Cleaning and Maintenance

9.1 Upholstery materials such as leather, fabric, and eco-leather should be kept clean to preserve their usability and aesthetic appeal over time.

9.2 Before cleaning, vacuum upholstered and matte surfaces using a vacuum cleaner with a soft brush. For gloss surfaces, use a soft, dry cloth.

9.3 Remove stains promptly and avoid applying cleaners directly onto the stain. Instead, clean with a white cloth or sponge.

9.4 To prevent surface damage, clean upholstery fabric gently using a circular motion. Allow the surface to dry after cleaning.

9.5 Furniture can be used again once it is completely dry.

Information on Leather and its Natural Features

10.1 Leather is a natural product that absorbs and releases moisture, providing breathability.

10.2 Proper care, cleaning, maintenance, and storage at stable temperatures ensure that leather remains elegant and pleasant to the touch.

10.3 Natural leather may exhibit differentiated surface structures, varying thicknesses, and other natural characteristics resulting from nature’s influence, such as insect bites, scars, wrinkles, scratches, and calluses. These differences in texture highlight the authenticity and genuine nature of the leather and should not be considered defects. Large-area furniture may consist of several mats of leather sourced from different animals, leading to variations in shades and gloss within the upholstery, which further highlights the naturalness of the material.

10.4 Over time, leather may naturally stretch without indicating any skin defects. Wrinkling intentionally incorporated into some leather furniture design should not be considered a defect.

10.5 The top layer of leather is delicate and sensitive to external factors. Similar to human skin, it can dry out and crack. Therefore, it is advised to avoid placing leather furniture near radiators, fireplaces, and direct sunlight, as exposure to sunlight can cause significant color changes. Maintaining a constant room temperature between 19 to 21 degrees Celsius is recommended.

10.6 Avoid using detergents, inappropriate care products, alcohol-based solutions, gasoline, solvents, and bleaches on leather, as they can cause permanent damage. Defects resulting from misuse or improper maintenance are not covered by the warranty.

10.7 All leather used by Furniture Story meets high-quality standards required for furniture production. Thorough checks and careful material selection guarantee the exceptional quality of our products.

Velour, Chenil and Velvet Fabrics

11.1 Velvet knitted fabrics are classified as velour materials that exhibit uneven shading during use. These fabrics possess a subtle iridescent surface that creates an intriguing play of light and shadow. The shading effect is characterized by the perception of color variations in different parts of the upholstery when viewed from specific angles under certain lighting conditions.

11.2 This phenomenon occurs due to the unidirectional arrangement of fibers and is a natural characteristic of velour products. It should be noted that shading is not a technological defect of the product and does not indicate a decrease in its value.

The European Commission provides a platform for online dispute resolutions (ODR) which can be accessed at http://ec.europa.eu/consumers/odr/

We are ready to participate in extra-judicial dispute settlement proceedings before a consumer dispute resolution body.


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