COVID-19 & FAQs
Family is at the heart of Arlo & Jacob
Our priority as a family company is always the health and happiness of our customers. Following new Government guidelines, as of Thursday 5th November, our showrooms will be temporarily closed.
We are committed to bringing you comfort when you need it most. During this period our Sales team will be on hand to assist with all your enquiries and a friendly chat on 02045 308 066.
Our online store also remains open 24/7 to help bring family comfort straight to your home.
Rest assured that all orders, including fabric swatches, will continue to be dispatched and delivered as our British factory is fully operational. Our delivery partners are also providing normal service and are following safety procedures.
Our thoughts are with all families, great and small, and we cannot wait to invite you around for a cuppa when we reopen on.
If you need some help or have a question, you should be able to find the answer below.
If you can’t find the answer; please get in touch.
When I buy from Arlo & Jacob, am I buying quality?
We use only the finest materials that are tested to meet our exacting standards and believe ours are the best designer fabric sofas for sale in the UK.
Are your sofas made in Britain?
We’re proud to be British owned and made. From the glueing and dowelling of our hardwood frames to the hand tying of our buttons, every step of our sofa making process is handcrafted in Britain.
Can I see the fabric before I buy the sofa?
We think it’s important for you to see how the colour of your favourite fabric reacts to the light in your home and to feel it between your fingers. You can choose up to eight of your favourite fabrics, and we’ll send them directly to your home for FREE.
We also have a choice of more than 120 fabric swatches we can send you and some beautiful postcards that contain all the important details of our sofas.
Do you do corner sofas?
Yes. We have a range of corner sofas in various styles, both left and right hand facing to suit every interior.
Can you modify designs to fit my requirements?
We’ve created a range of designer sofas and armchairs to suit almost all tastes, homes and lifestyles. While we cannot offer custom sizing, we do offer custom upholstery. To discuss custom upholstery get in touch and we’ll see what we can do for you. You can also email us at email@example.com or call on 03300 945 855.
Can I use a different fabric?
We’ve got more than 120 house fabrics for you to choose from, but if you’ve got your eye on something special, we can make your dreams come true. Call on 03300 945 855, and we’ll run through everything you need to know.
What are the fixed covers?
Fixed covers have a tailored look and can’t be taken off for cleaning. If you’re worried about spillages, we offer fabric protection insurance. You can read more about it here.
We also recommend you have your furniture cleaned once a year in your home by a professional upholstery cleaner.
What are removable covers?
We have a range of removable cover furniture that is both loose and fitted. The idea is that the covers on these pieces can be removed for cleaning; however, we highly recommend still having your covers professionally cleaned. They should not be put in the washing machine.
Can I change the legs on my sofa?
Our sofas have legs that come in a variety of colours. When you’re choosing your sofa size and fabric, there’s a button you can press to customise it further. This is where the legs come in. Just pick the finish you want and voila.
Is the swatch an exact match for the fabrics you use?
Most of our fabrics are yarn-dyed, which means there can be a shade variation between batches. So while it will only be a subtle difference, we can’t always guarantee an absolutely perfect match.
However, if you order a sofa and an armchair in the same fabric at the same time, we’ll do our best to make sure they’re made from the same batch of fabric and will match perfectly.
Do I have to put the sofa together?
Some of our sofas will arrive without their legs (it makes fitting them through doors and around corners much easier) but our delivery team will attach them for you. If the space is really tight, some of our sofas have removable arms, but don’t worry; they’ll be re-attached too so your sofa will be ready for sitting, lounging, slouching and sleeping straight away.
Where is the wood from?
We use only the finest hardwoods sourced sustainably in Europe and is FSC certified.
Can I try out the sofa I like?
We’d love you too. A designer sofa and armchair from each Arlo & Jacob range are waiting to be sat on in our showrooms. You can book an appointment or pop in for a cup of tea. Find the address and opening hours here.
I’m worried my sofa won’t fit.
We’ve got the dimensions of every sofa on the website. If you’re worried your selection might not fit through a door or be too long for your room, you can use a tape measure to check. Plus, our delivery team are pretty good at fitting things through tight spaces. Use our handy size guide to help measure your space for your sofa.
But if you’re anxious, give us a call with your the measurements, and we’ll put your mind at ease.
Can I talk to someone before I order?
We’re available to help seven days a week. Please give us a call on 03300 945 855, and we’d be happy to answer any of your questions. For opening times and directions to our showroom, please click here.
What fillings do you use in the seat cushions?
The majority of our cushions have a stable foam core that’s enveloped by either a feather or fibre wrap. This gives our cushions the comfort of a duvet without needing to be plumped every day. Some of our pieces can be made to order with an alternative fill, providing it does not alter the design of the sofa. Please get in touch if you would like to discuss alternative fillings.
Do you have a showroom?
Yes, we have five spacious showrooms that are roomy and relaxing. We are following government guidelines and protective measures are in place throughout all our showrooms in Islington, Fulham, Bristol, Marlow and Harrogate with your well-being in mind.
Our London showrooms are based in Fulham and Islington:
158 Hurlingham Road
We’ve got plenty of parking and are just a short walk from Putney Bridge station (on the District Line).
For more information on our Fulham showroom, click here.
The Old Sorting Office
6C, Esther Anne Place at Islington Square
Off 116 Upper Street, London
For more information on our Islington showroom, click here.
Our Bristol showroom address:
94C Whiteladies Road
For more information on our Bristol showroom, click here.
Our Harrogate showroom address:
25-26 West Park
For more information on our Harrogate showroom, click here.
Our Marlow showroom address:
33 Spittal Street
For more information on our Marlow showroom, click here.
How much does delivery cost?
Delivery starts from just £49 for Mainland UK and further afield it will cost £129. Your delivery charge will be calculated before your order.
How long will it take?
Every sofa is made to order so we estimate 16 weeks before delivery. We’ll keep you posted on its progress over the weeks, and as soon as it’s ready, we’ll get in touch to arrange a delivery slot that’s convenient for you. Please note that in some regions restrictions apply to delivery dates. Our delivery company will let you know if this applies to you.
Do you deliver outside the UK?
If you live abroad and have fallen head over heels for one of our sofas, we can organise shipping for you at an additional cost. Get in touch with us for a quote before you place your order.
Can I choose my delivery time?
We deliver between 7 am and 6 pm, seven days a week, including some bank holidays.
Our delivery team will get in touch when your sofa’s ready to arrange a time that suits you. Please note that in some regions restrictions apply to delivery dates, which is out of our control. Our delivery company will let you know if this applies to you.
What’s the delivery cost for smaller items?
Scatter cushions and footstools will be sent out around the UK mainland via our parcel carrier. The price will depend on where you live. We’ll give you a shipping quote at checkout.
What happens when my sofa’s delivered and what safety measures are in place?
For all deliveries, a series of safety procedures will be followed, and the delivery crew are also taking all necessary measures to minimise any risks whilst maintaining service levels. This includes avoiding contact with customers who will need to wait in a different room to avoid close contact until the driver and crew have stepped back outside the property. Once the customer is happy that goods are all in order and that the full order is in their home, it’s the driver who will sign the paperwork. The delivery team are fast, efficient and friendly. They’ll deliver your new furniture to the room of your choice, then unwrap and assemble it. They’ll then remove all the packaging and dispose of it environmentally.
Where is my order?
You can keep track of your order by logging into your account. We’ll also keep you up-to-date with the progress of your order via email.
I have a query about my order.
If you can’t find the answer here in our FAQs, don’t hesitate to contact us with any questions. You can email us at firstname.lastname@example.org or call on 03300 945 855.
Can I change my personal details?
You can amend your personal details by logging in to your account here. Or, give us a call on 03300 945 855.
How can I cancel my order?
If you’ve had second thoughts, please give us a call straight away on 03300 945 855, and we can help you out.
What if I don’t like my sofa when it arrives?
We have a no-questions-asked 14 day returns policy. So if your new sofa doesn’t feel right to you, give us a call, we’ll come and take it away and give you your money back.
Please note: If you’ve chosen a designer fabric from one of our books, or your own custom fabric, we can still take the sofa back, but we can only refund 50% of the purchase price.
What if there’s a problem with my sofa?
We’re so confident that’s not going to happen we have a lifetime guarantee on all our hardwood frames and steel springs. But if it does, let us know, and we’ll organise a free repair, replacement or refund. For more information, please read our terms and conditions.