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Help with ordering made to order sofas and armchairs

What happens once you've placed an order?


Once you've placed your order, you'll get a call from our Customer Service team within 48 hours. It's important you're completely happy with your upholstery order, so reviewing the details with a member of our team will give you the chance to talk through your options if you've had second thoughts about your initial selection.

Once you've confirmed that you're happy with your choice, your order will be forwarded to our manufacturers and will be made to your specifications.

Your made to order seating will be with you within 8 weeks, and our courier will call a week before your order is despatched to arrange a convenient delivery date and time.

Our delivery service will take your personalised seating to the room of your choice and attach the legs for you.

Cooling off period, returns and terms of purchase


Before placing your order, check the measurements of the product to ensure the size is suitable for your home and needs.

We strongly recommend ordering a free fabric sample before you place your upholstery order to ensure colour and texture accuracy. Viewing fabrics on a screen does not offer a true representation, as monitors vary in brightness and colour saturation.

Our upholstered furniture products are custom made, therefore they can only be returned if faulty or not made to the specification given. For more details read our full returns policy

After placing your custom made order with us, there is a 48 hour 'cooling off' period. During this time your order will not be processed and you may cancel or amend it by calling our Customer Services team on 0844 346 0022.

After the 48 hour 'cooling off' period, we will begin to create your made to order furniture. If you wish to cancel after this point, you will be charged 100% of the total value of the order.

Changes cannot be made to your order after the 48 hour cooling off period. Requests to amend the upholstery item(s) will result in the order being cancelled, you will be charged 100% of the total value and a new order will need to be placed.

Fabric colours may vary due to different dye batches, therefore we strongly advise ordering any matching items at the same time. Dunelm cannot accept responsibility for any colour and shade variations and will not accept returns on this basis.

Delivery will take up to 8 weeks. The item(s) will be carried to the room of your choice and the legs attached. All packaging will be taken away to be recycled.