Aftersales FAQs

ScS use a third party company called Emmiera, who have experienced and highly skilled technicians located nationwide.

We will send your photographs and an explanation of your concerns to them.

Where a technician's visit is needed, Emmiera will contact you to arrange an appointment either by phone, email or text message. You will receive a text message or an email with a link to book your appointment.

If a part is required to repair your furniture, where possible Emmiera will order the part directly to you. You will receive an estimated lead time and tracking information from them. As soon as the part arrives with you, Emmiera will be in touch to arrange an appointment to have a technician visit to repair your furniture back to manufacturer standard.

Buying new furniture is an investment purchase and we want to give you confidence in the quality of your new purchase. All ScS orders are covered by a 12-month parts and labour guarantee (subject to normal wear and tear). We also offer a 10 year frame guarantee, as well as a 12-month warranty on electrical components and recliner mechanisms on sofas and chairs. 

Please note: A warranty call-out fee will apply after your 12-month warranty has expired, as outlined in our Terms and Conditions . 

If you’ve bought one of our Care Packages, then you’re also covered for 5 years:

• Premium Care Package: protection against accidental stains and damage
• Ultimate Care Package: protection against accidental stains & damage, plus structural issues

Our Sofa Guard policy was replaced by our Premium and Ultimate Care Packages on 25th July 2024.

If you purchased our Sofa Guard policy before this date, then these Terms & Conditions still apply. Please also see the Sofa Guard IPID and Certificate. 

To keep your fibre-filled cushions looking their best, be sure to plump and reshape them frequently so they maintain their shape and comfort.

Check out our helpful Fabric Sofa Care Guide and Leather Sofa Care Guide for handy tips and advice on how to care for your sofas.

Foam-filled cushions naturally start their life with a firmer appearance - this is nothing to worry about as they will naturally soften over time. 

To keep all the foam-filled cushions looking the same it's important that you use them all equally. Check out our helpful Fabric Sofa Care Guide and Leather Sofa Care Guide for handy tips and advice on how to care for your sofas.

Watch our helpful Sofa Plumping Video to keep your sofa looking and feeling comfortable and cosy for longer.

Where you have placed your order on our website or via phone, your order will be manufactured to your exact specification unless you have bought a stock item. As these products are bespoke and made to order the contract is not cancellable. You have the right to amend an upholstery order within 5 days from the order confirmation date without giving any reason. Please view our Terms and Conditions for more information or contact our Customer Services team here.

If you ordered your product in store, please speak with them directly about your rights to cancel or amend your order.