Procedure
If you have a complaint, please contact our Customer Care team in the first instance through one of the following methods:
- Call us: 0116 296 3800
- Email us: [email protected] / [email protected]
- Submit a ticket through our Enquiry page.
When reaching out, please include:
- Your Order number (if applicable)
- The name, address, and postcode of the original billing address
Complaints about our service or staff will be directed to our Customer Service Manager. If your complaint relates to a staff member in our store, it may be forwarded to the Sales Manager.
Resolution
We aim to acknowledge all complaints received via email or mail within 24 hours of receipt.
Phone complaints can be made directly with our Customer Care team between 9 am and 5 pm from Monday to Friday.
For product-related issues, a dedicated case handler will work with you to resolve the matter. While we strive to resolve issues within 30 days, please note that some of our products are sourced internationally, which may affect timelines.
We will keep you informed of progress throughout. If you are not satisfied with the resolution, you may request an escalation, which will be reviewed by management. A response to your escalation will be provided within 2 working days.
Your Rights
You have the right to cancel your online purchase and receive a full refund from the time of ordering up to 14 days after delivery. This applies to items that do not meet your expectations, subject to a £60 collection fee.
Important exceptions:
- Mattress Covers, Mattresses, & Pillows: Due to hygiene reasons, these items are non-returnable unless faulty or damaged (in which case we will repair or replace them).
- Made-to-Order Furniture: Non-returnable unless the item is substandard or damaged in transit by us.
- Flat Pack Furniture: Once assembly has been attempted, the item is non-returnable. If a part is damaged, we will replace that part or the entire order.
- Delivery Charges & Service Fees: Non-refundable.
- Ready-Assembled Wardrobes: Non-returnable if the item does not fit in your property. Please measure carefully before ordering.
- Clearance Items: Non-replaceable and non-returnable.
- £60 Collection Fee: Applies if you return an item that is not faulty or if you change your mind.
Please note: Returns cannot be accepted after 30 working days from delivery.
For further details, please refer to our Return Policy.
Applicable Law
Choice Furniture Superstore is based in Leicestershire, United Kingdom. Any claims related to the website, sales, or accounts will be governed by the laws of England and Wales. You agree to resolve any disputes under the jurisdiction of England and Wales.