Frequently Asked Questions
We are always happy to answer your questions and help in any way possible! To make things as easy as possible for you, we have put together questions that customers ask us regularly. Take a look at the questions below, there is a good chance we have the answer to your query. However, if you still need assistance, please contact our experts on the Live Chat or phone 01983 401070.
Q. How secure is shopping on solentbeds.co.uk?
Extremely. It is very important to Solent Beds that you can shop on our website in absolute confidence. In response to this we have advanced website security in place to ensure all the necessary protection throughout the transaction process, as well as when updating personal information.
Q. Can I make changes to my order?
We all have a change of heart every now and again. If you wish to make a change to your order you can email us, contact us via the Live Chat in the bottom right-hand corner of the screen or call us on 01984 401070. Our customer service team can be contacted Monday to Friday 9am to 5.30pm (exclusive of bank holidays) and will be happy to assist you in your request to alter your order.
Please be aware that changing your order may result in a change in your estimated delivery date/lead time, as well as an increase or decrease in the price you have been quoted. It is important to note that changes to your order can only be made prior to delivery.
Please also be aware that the ability to change your order will depend on how far into the production process your item/s are.
Q. Can you tell me the availability of a specific item?
Before selecting a product to buy, you will see an indication of whether we have that item in stock or not. Offering such a large selection of sofas, beds and furniture means it is impossible to hold stock of everything and so our products will have varying lead times. Bespoke, made to order items may require longer lead times. Please be aware that this information can change daily. Solent Beds cannot be held responsible for delays beyond our control. Lead times are in no way guaranteed and are based on information given to us by our suppliers. We will of course endeavour to inform you of any changes in the time originally given at point of sale.
If you would like to enquire further about the availability of a specific item, please email email@example.com or contact us via the Live Chat.
Q. Where is my order?
If you wish to check the status of your order, please email firstname.lastname@example.org or contact us via the Live Chat.
Q. Do we price match?
Yes, we do! Please view our Price Match Promise page for details. Please email email@example.com or contact us via the Live Chat for more information.
Q. What if my order is late?
We will let you know straight away if your estimated delivery time has changed. Some delays are out of our control but if this is the case, we will be sure to keep you informed.
Q. Do you take away the old sofa/mattress/bed/furniture?
Unfortunately, at this time this is not a service we can legally provide. However, we work closely with a local business who will do this at a discounted rate for Solent Beds customers.
Q. What if my furniture does not fit?
No one wants the frustrating situation where the furniture you have ordered does not fit. But unfortunately, there are rare instances where items are too big for the room or will not fit through the front door. To prevent this from happening we would advise that you check that it will fit into your house and the room before placing your order. Please measure all doors, stairways, and the chosen space as carefully as possible.
Solent Beds cannot accept responsibility for furniture not fitting into your home. If the worst does happen and your order will not fit into your home, we can offer advice on what to do next. If this does happen or you are concerned about an order due to be delivered, please contact us as soon as possible on 01983 401070.
Q. Can I order online at Solent Beds and collect my order?
If you are happy your order will fit into your vehicle you are welcome to collect from our warehouse, however, please be aware lead times may apply. This service is available Monday to Friday. Weekends may be possible by prior arrangement.
It is worth bearing in mind that all orders over £100 qualify for Free Standard Delivery to all Isle of Wight addresses.
Q. Do we deliver to the mainland?
Unfortunately, we do not currently offer a delivery service to mainland addresses. However, on some smaller items we may be able to arrange a courier service. It is always worth checking with us whether we can deliver to the mainland as some of our suppliers will offer a direct home delivery service.
Q. What do we charge for delivery?
All orders over £100 qualify for Free Standard Delivery, this includes the item/s being delivered to a room of your choice. For orders under £100, there is a £10 deliver charge.
We also offer a special service delivery for just £39. This includes the item/s being delivered to a room of your choice, packaging being removed and taken away, as well as the assembly of divan beds and upholstery. Please note, this does not apply to items classed as flat-pack/self-assembly.
Q. What happens if your order is damaged upon delivery?
Our professional Delivery Team treat every piece of furniture as if it were their own. Their number one priority is to ensure you are 100% happy with the goods that you receive. In the rare event that your furniture arrives with signs of transit damage, there are a number of procedures that could take place. The first port of call will be to contact our Customer Service Team at the time of delivery who will be able to advise on the next steps.
Q. What if I discover a fault with my furniture after delivery?
If you ordered online and you notice a fault with your item within 14 days of delivery, please contact our Customer Service Team straight away on 01983 401070. After 14 days your options may vary depending on the nature of the fault and time you have had the item. We recommend sending photos where applicable to firstname.lastname@example.org – alternatively you can contact us on the Live Chat or ring 01983 401070.
Q. What do I do if I have a complaint?
Every single one of us at Solent Beds are passionate about providing the best customer experience. We pride ourselves on being able to provide a personal service. We want you to be 100% happy with your service from the moment you walk through our doors or land on our home page to the moment you receive your goods.
If we can provide you with any assistance, we will be more than happy to help. You can contact us via email email@example.com Live Chat or call 01983 401070 and we will go above and beyond to assist you.