FAQ’s

It is possible to make changes to your order online, up until the time your order has been processed and the shipment has been prepared. Call a member of our customer support team at the earliest possible stage, if you wish to make changes to your online order.

Unfortunately, changes to a bespoke order cannot be made once the process of fulfilling the order has commenced.

We take the safety and security of all customers extremely seriously, which is why we use a variety of virtual physical safeguards to ensure a secure shopping experience. All information transmitted online is encrypted, we have secure SSL installed and we never share or distribute our customers’ personal information for sales or marketing purposes under any circumstances.

If you would like to check the availability of a specific item before placing your order, call or e-mail a member of the team at Aintree Sofas.

Vegan leather is our animal friendly leather alternative, which is also known as Leatheraire. It is essentially a fabric, but looks, cleans and acts like leather. It’s breathable, meaning it’s not as cold in the winter, and not sticky on the hot summer days. It can be wiped clean and is incredibly durable. Many customers in our shop need to be told which models are really leather and which are actually fabric!

Generally we do not price match. It’s difficult to price match a bespoke order which has been made for you, as very few (if any) other companies offer this, and many of our stocked items are exclusive to us.

However, please don’t hesitate to contact us if you’re offered a better deal elsewhere – we’ll always do our best to offer you the best possible like for like deal on your new furniture.

Once you have placed your order, you will be able to log into your Aintree Sofas account online and check its progress via your dashboard. If you require more detailed information or have any questions as to the status of your order, please call or e-mail Aintree Sofas anytime.

We will contact you to let you know the estimated date of new stock arriving. You have the choice of waiting for the stock to arrive or having a refund.

Sometimes, an order will be delayed due to no fault of our own. Fabric is out of stock, a container arrives at the dock late, or transport issues arise. If anything happens that will cause your order to be delayed, we will try our best to keep you informed.

If the order has taken longer than estimated and you haven’t been contacted, call the shop and we’ll be happy to update you on its progress.

We’ve spent more than 20 years getting furniture of all shapes and sizes into properties with accessibility issues. However, we strongly suggest consulting with our team before ordering if you have any concerns regarding accessibility to your property.

We have an incredible success rate with our delivery service, but if you think there may be an access issue, please speak to us beforehand.

In some cases, we can pay you a visit before you order to check the access for ourselves. If you would like us to take the suite through your window, you can arrange a glazer to remove the window on the delivery date, and we will try our best to get there around the same time.

At the moment, we are only able to offer delivery to mainland UK addresses. Overseas delivery is therefore not possible.

Yes – we use special sofa bags to protect furniture from damage during transportation and delivery. We also handle all furniture with extreme care, in order to ensure it arrives in pristine condition. You’ll have the opportunity to inspect your furniture before accepting the delivery, during which you’ll be able to note for any damage or discrepancies and bring them to our attention.

If you require it to stay wrapped (i.e. if you are decorating and want it to stay covered), please let us know before your delivery date. Stocked items, recliners or sofas requiring assembly will not be covered underneath our sofa bags. They arrive with us in boxes, but we unbox them before we load the van as the boxes do not fit through standard doors and are difficult to handle.

All local delivery is handled by Aintree Sofas and charged at a flat rate of £40 (or £50 outside our immediate locality), which includes bringing your furniture into your home and placing it in its appropriate position. Across the rest of the UK, a standard delivery charge of £69 applies.

All sofas and suites are delivered either fully assembled or in modular form, and any final assembly requirements will be carried out by us.

Yes – Local delivery zone customers can opt for us to take away their old suite and dispose of it.

This comes at a charge of £40 and MUST be agreed before delivery day comes. Please call the shop and arrange this if it is something you would like us to do. If you do not arrange for this beforehand, we will not take it away.

We always try to be as careful as possible, but we know the dimensions of our own sofas religiously, so we know the best way to get them in. Ideally, you will have your old sofa outside for us already.

We reserve the right to refuse the collection and disposal of any furniture that may pose a risk to the health and safety of our delivery teams. Please consult with Aintree Sofas ahead of time if the furniture you wish to dispose of is particularly large, bulky or awkwardly shaped.

If in the unlikely event we cannot get your furniture into your property, stocked items will be taken back and you will receive a refund minus the delivery fee. Bespoke items are a little difficult as they have been created to your personal specifications, so it is essentially your responsibility to ensure you have suitable access for your chosen model.

Recliners are rarely a problem as they come disassembled, you just need to make sure there is enough room in the position you want it to sit. Higher back sofas and especially large fabric ones are more difficult, but we can count on one hand how many times we have failed to deliver in the many years we have been operating.

However, we advise all customers to take detailed measurements of both the room in which the furniture is to be placed and the entrance ways to their property. If you have any questions or concerns regarding accessibility, contact Aintree Sofas directly before ordering.

If you would prefer to collect your order in person, simply let us know at the time you place your order. We will let you know when your order will be ready, after which you can arrange a convenient time and date to collect it at your discretion.

However, we accept no responsibility for any damage that may be caused to your furniture when transporting it and placing it in your home manually.

Our delivery services are available to any mainland UK address. We conduct all local deliveries ourselves, while deliveries made outside the Liverpool area are arranged using local and national couriers. Delivery times vary in accordance with the location of the delivery and the size/nature of the order.

If you decide to place your order online, available payment options include Visa and Mastercard debit and credit cards, American Express and PayPal. If you would like to pay for your order using a different payment method, contact a member of our customer support team or pop by our showroom.

However, we are currently unable to take payments over the phone.

When ordering a leather or fabric sofa from our current in-store collection, a non-refundable deposit of £20 is payable at the time you place your order. If placing an order for a bespoke item of furniture, a non-refundable deposit of £100 is payable. You therefore do not need to pay in full at the time you place your order.

However, full payment is required up-front for all orders placed online.

The balance due will be paid to the delivery driver once the suite is in your home and you are happy with it. If preferred, the remaining balance can be paid directly to our office in person by credit or debit card, bank transfer or via PayPal.

We always go the extra mile to ensure that all items of furniture arrive in pristine condition. However, as the occasional accident cannot be ruled out of the equation, we advise all recipients to carefully examine the furniture they receive, before accepting the order.

If you detect any signs of damage or any discrepancies of any kind, you may refuse receipt of the order (in full or in part). In the event that you decline one or more of the items sent due to damage, please contact our office immediately for further advice.

Every item of furniture supplied by Aintree Sofas is covered by an extensive warranty for total peace of mind. If you discover a fault with your furniture at any time after delivery, please contact our customer support team as soon as possible.

If the fault is discovered while your warranty is valid, we will cover the costs of the required repairs or provide a full replacement if necessary.

Aintree Sofas takes customer satisfaction extremely seriously and we always work hard to resolve complaints when they occur. If you are dissatisfied with the products you have purchased or any aspect of the service you have received, please contact a member of our support team as soon as possible.