How to get hold of us, what to do if something's not right, and what we can sort out for you. Family run since 1983, and we still answer our own phone.
Three ways to get hold of us. Use whichever suits the problem. We answer all of them ourselves, no call centre.
Best for anything urgent. A delivery question, a problem with your sofa, an order you placed today. We pick up during opening hours.
Mon to Sat 9 to 5, Sun 10 to 4
Best when you need to send photos (a fault, a damaged delivery, a part-exchange query). We reply within a working day.
Reply within one working day
Best for anything complicated. Inspecting an item, picking a replacement, sorting a part-exchange. No appointment needed.
Grecian Mill, Bolton BL3 6PB
Free parking outside
We've been selling sofas in Bolton since 1983. In that time we've learned that no matter how careful you are, things occasionally go sideways. A delivery turns up late, a recliner mechanism plays up, a part-exchange goes a bit pear-shaped. When it happens, the quickest way to sort it is to ring us and tell us what's gone wrong.
We don't run a customer service team in another country. You'll get someone in Bolton who can actually do something about it. Forty years of trade behind us means we'd rather put a problem right than leave it festering on a review site.
If you've just had a delivery or you've got a sofa that's started playing up, here are the usual things and how to get them sorted.
Ring us straight away on 01204 387987. If our driver hasn't turned up, the wrong sofa arrived, or there's damage from transit, we want to know now while we can still do something about it.
Email us with photos of the issue. A wobbly leg, a tear in the fabric, a recliner that won't move, anything that wasn't right from day one. Under the Consumer Rights Act you've got a short window for a straight rejection, so get in touch early.
Send us photos and a description by email. If a fault appears within six months it's presumed to have been there from the start unless we can show otherwise. We'll usually offer repair, replacement, or refund depending on the case.
Our upholstery workshop can repair most things. Loose stitching, sagging seats, replaced springs, recovered cushions. There'll be a charge but it's usually a lot less than replacing the sofa. See our cleaning and repair page.
Part-exchange is available against any sofa you buy from us. Send photos of your existing sofa (including the fire-safety label) and we'll value it against the new one. Often worth £50 to a couple of hundred pounds depending on condition.
Delivery is £45 anywhere in the North West, same-day across Greater Manchester and most of Lancashire when ordered before midday. Full details on our delivery areas page.
When you buy from us you've got the protections of the UK Consumer Rights Act 2015. We follow it. Plenty of independent sellers and online marketplaces don't, which is one reason buying from a proper shop matters. Here's the honest version of what you're entitled to.
First 30 days
Right to reject
If the sofa is faulty or not as described, you can reject it and get a full refund within 30 days of delivery. Ring us first so we can sort it out.
Up to 6 months
Presumed fault
If a fault appears in the first six months, it's presumed to have been there from delivery unless we can prove otherwise. Usually repair, replace or refund.
Up to 6 years
Reasonable use
Goods should be of satisfactory quality for a reasonable time. After six months the burden shifts to you to show a fault existed, but we'll still help where we can.
One thing worth saying clearly: used, pre-loved and clearance sofas are sold "as-seen" with any visible wear pointed out at the warehouse. That doesn't strip your rights on hidden faults, but it does mean obvious wear you saw and accepted isn't a comeback later.
Plain version. Different rules apply to new, used and clearance stock. Here's how the three break down.
This is a plain summary, not legal advice. Your full statutory rights are set out in the Consumer Rights Act 2015 and aren't affected by anything on this page.
Three after-sales jobs we do regularly. All come out of the same Bolton workshop, with the same upholsterers who built the trade we have today.
Full deep clean, deodorise, leather conditioning, fabric extraction. Bring a tired sofa back to life. From £80 for a refresh, £120 to £150 for a standard deep clean.
See cleaning service →Broken springs, sagging seats, loose stitching, recliner mechanism failure, re-padding, re-covering. Trained upholsterers on site. Quoted before any work starts.
See repair options →Trade in your existing sofa against a new one. Photos to us first for a valuation, then we'll deliver the new one and take the old one away on the same visit.
See part-exchange →
Free parking outside. No appointment needed. For anything complicated (a part-exchange, picking a replacement, inspecting a fault) it's usually quicker to come in than swap emails back and forth.
The things people most often ring or email about after a purchase.
Easiest way is email to info@sofamail.co.uk with a few phone photos of the fault and your order details (date of purchase, name on the order). We'll come back to you within a working day with the options: repair, replacement, refund, or in-warehouse inspection. If it's urgent or you bought it in the last week, ring us on 01204 387987 instead.
Used and clearance sofas are sold as-seen because you've had the chance to look at and sit on the sofa at the warehouse before buying. We don't accept change-of-mind returns on those. For new and ex-display sofas we look at change-of-mind cases on their merits, but it's discretionary, not automatic. Give us a ring and we'll talk it through honestly.
Ring us the same day on 01204 387987. The faster we know, the easier it is to sort out, whether that's a swap, a repair, or a refund. Take a few photos before our driver leaves if you can. Damage during delivery is on us, not on you.
New sofas come with the manufacturer's warranty (typically 12 months frame, sometimes longer on specific brands). Used, pre-loved and clearance sofas don't carry a formal warranty but you're covered for hidden faults under the Consumer Rights Act for at least the first six months after delivery. We'll always try to put genuine faults right whatever the sofa.
Yes, often. Our upholstery workshop takes in repair and re-upholstery jobs from anywhere, not just sofas we've sold ourselves. Broken springs, sagging seats, recovering, re-padding, recliner mechanism work. Send us a few photos by email or bring it in and we'll quote you before any work starts.
Delivery is £45 anywhere in the North West. Same-day across Greater Manchester and most of Lancashire when ordered before midday. Further afield is usually next-day or a nominated date. Our own driver and assistant bring the sofa into the room you want it. Old sofa removal is an extra £45, or you can part-exchange against your purchase.
We don't run consumer finance schemes like the high street chains. That's a deliberate choice, finance costs get baked into the sofa price and we'd rather keep our prices low instead. We accept card, BACS, cash, and bank transfer. For larger commercial orders we can sometimes do account billing, ring us to discuss.
Ring us with the room dimensions (length, width, doorway width, any tight corners on the way in) and we'll talk through what fits. Bring a tape measure and the dimensions when you visit and we'll match you to the right sofa. Our delivery team are good at getting things through awkward doorways but it's worth checking first.
Yes, ring us on 01204 387987 with the photo or stock reference if you've got one. Our website shows recent stock through the warehouse but stock moves quickly, so phoning to confirm is the safest bet. Don't make a special trip without checking first.
For sofas we've sold from a current manufacturer, often yes. We can usually source replacement cushions, covers, mechanism parts and the rest. For older or used sofas where the maker isn't traceable, we usually can't get original parts but the upholstery workshop can often make or fit equivalents. Send us details and we'll see what we can do.
If old sofa removal was booked at the time of order, our driver takes it on delivery. If it didn't happen or there was a mix-up, ring us straight away on 01204 387987 and we'll arrange a separate collection. Old sofa removal is £45 and we recycle or dispose of it responsibly, no fly-tipping.
For reviews, our Google page is the main place. If you've had a good experience and want to tell others, that's where to do it. For a complaint, we'd much rather you ring us first so we can put it right while it's still fixable. Email if it's easier. The thing we never want is for you to walk away unhappy and us not even know about it.
Forty years of looking after customers in Bolton and across the North West. Family run, no call centre, no fobbing off. Opening at 9am today.
Page last updated 12 June 2026. Open status updates automatically.