CSL leads the market in sofa design and style. We offer exclusive leather, fabric, traditional and contemporary sofas. Selected and made to the best quality standards in the marketplace. At CSL we want your Customer Experience to be enjoyable and seamless so we provide you with as much information as possible about your agreement, and what you can expect from the services we offer, if you ever use them. All of our stores are open Monday to Friday from 10am to 8pm and Saturday and Sunday from 10am to 6pm. (Please note: times may vary at public holidays)
When you place an order with CSL you will receive an order form letting you know the following information:
The goods on your order will not be delivered or released for collection until the balance is paid in full. There are various methods of payment and credit cards will include a surcharge. Please note: Finance options are not available for orders placed over the internet. Up to 4 years interest free credit available with a spend over £500 subject to status.
You should ensure that the items detailed on the order screen or your order form are correct and that they meet your exact requirements, as once we have accepted your order and confirmed it by email or supply of an order form it may not be possible to amend your order.
At CSL we understand that you don't buy a sofa every day and because of this we go the extra mile to help you plan for its arrival. To enable you to keep track of your order, we provide two unique services to help you:
We always strive to over deliver on our delivery quotations and if we can get your furniture early we will, however if your furniture is late these services will also give early warning of that too.
When we receive your furniture we will inform you via email, at which time you will be able to pay your balance and book your delivery online, over the telephone to our UK contact centre or in your local store. We may also contact you by SMS then by way of a personal phone call from our Delivery Bookings Team.
The CSL 'stress free' delivery service consists of two highly trained CSL employees arriving at your home in one of our own trucks displaying a CSL logo. They will complete the installation of your furniture into the room of your choice. They will un-wrap the furniture in your home, inspect the furniture with you and take the packaging away with them.
CSL is the only sofa specialist in the UK to hold stock of many products, for accelerated or even immediate delivery. We will not expect you to take delivery of your goods before the date shown on your order form however after that time delivery must be accepted within 7 days of the goods becoming available. On occasion you may be asked to sign a disclaimer before installation. Delivery on Saturday is an additional service that you may request. Saturday delivery comes with an additional premium.
Occasionally, delivery of your furniture may be delayed. We will keep you informed of any revised delivery schedules as soon as we are aware of any delay. Whilst we will always endeavour to meet any lead time given in store, online or over the Telephone when you place your order, if on the rare occasion we were unable to meet this we can not take liability for delays outside of our control.
If you've made a mistake with your order or on delivery you feel it is not right for you, let us know. We will always do our best to help, we understand that furniture is a big commitment and if you have made a mistake we appreciate that these things happen.
If you realise your mistake on the day of the delivery, for a small fee of £129.00, to cover the cost of collection and redelivery, we can take back your furniture and you can start your journey again in store.
If the unlikely event arises that we cannot supply your furniture you may cancel your agreement without charge.
Goods available for delivery within 4 weeks:
If you have placed your order over the internet or over the Telephone under distance selling regulations you may email CSL at anytime up to and including 7 working days following their delivery and request to cancel your order when CSL will arrange a collection and refund of your goods.
If you decide to return the goods or cancel your order within this time you have a statutory duty to take care of them and ensure they are unused.
If you cancel your order after delivery has been made a small charge may be applied for the collection and safe return of each item.
Goods available for delivery after 4 weeks:
These goods are made to order and you have no statutory right to return them, unless they have a defect. If we agree to cancel your contract and your goods are available for delivery after 4 weeks from the time we confirmed your order by email, you would be required to pay a standard fee which is 30% of the total order value.
Goods available for delivery on any timescale:
These goods have been confirmed in a contract between yourself and CSL and you have no statutory right to return them unless they have a defect.
If you wish to cancel your order completely and this is agreed by CSL, you would be required to pay a standard fee which is 30% of the total order value.
As one of the UK's few specialist sofa retailers, the CSL selection process is strongly oriented towards quality and durability as well as value. Before allowing supply of a piece of upholstery from any manufacturer, our buying teams not only inspect and assess the factory but also check the method of manufacture of every model and design produced. Upholstery and sofas in particular are hand made products and as such variation and inconsistencies are common. For this reason CSL take great care in supplier choice, working with only factories where quality standards are process driven and maintainable.
This means that when a model is on display in the store, we are supremely confident in its intrinsic quality. To represent our own confidence in our products and in addition to your statutory rights as a UK consumer, your 12 month manufacturers guarantee and any optional service you choose, we also include our own Lifetime Structural Guarantee, free-of-charge with your new furniture. To allow you further clarity on the guarantees and services we offer if something was to go wrong please see the details below:
From the day your furniture is delivered you have a 12 month manufacturer's guarantee on your furniture. Within this guarantee it means that on the rare occasion something was to go wrong with your furniture we will arrange for one of our fully qualified, time served in house upholsterers, known as service managers, to come to your property and resolve the issue usually on the first occasion. Under this guarantee any fault with the fillings, covering leather or fabric, structure, stitching will be repaired completely free of charge. As all of the quality furniture we provide is component based we will always have access to the tools and equipment we need to bring your furniture back to 100% manufacturing standard with the least inconvenience to you.
This guarantee gives you complete piece of mind for a lifetime from the delivery of your furniture. Under this guarantee if anything was to go wrong with the structural integrity of your furniture (the framework, webbing and springs) as a result of a manufacturing defect, we will resolve the matter completely free of charge usually on the first occasion.
We have an in house team of service managers who will usually be able to come out to your property within 48 hours, and as long as the issue is covered under our guarantee there will be no call out fee to pay (subject to a refundable call out fee). All you will need to do is advise the Technical Services team what has happened and through a series of questions they can generally be able to identify if there is a structural fault with your furniture. This guarantee excludes normal fair wear and tear, accidental damage and all covering fabrics, leather and fillings.
As with any guarantee or protection, in offering these guarantees we assume proper care of your furniture by reference to your care instructions, normal use in a domestic environment and no abuse from pets, children or any other source.
If you live within our service area:
If you live within 50 miles of one of our stores then we will always be able to send a service manager to your property from our own in house team.
If you live outside our service area but have had delivery from CSL:
If you have paid additionally for our over 50 miles, under 75 mile delivery service then we can still service your area, however it may on occasion be an external service manager who will attend. They will have always been fully briefed on the standard expectations of CSL's own service managers and the service you receive will be no different.
If you live outside our service area as you have collected your goods or you have moved them from the original delivery address: If you have collected your furniture, due to the fact that you do not live within our delivery area, or you have moved your furniture to another location that is not within our service area we operate a 'back to base' policy. This means that we can still help you if something was to go wrong however as you have chosen to take the furniture to an area we do not service, unfortunately we do not have the facility to attend. If for any reason you were unable to bring your furniture back to our base then we can always recommend an external service, however this would be at your own cost.
Sofashield is an optional extra. This is offered in store when you purchase your furniture and the policy becomes active as soon as the furniture is delivered. Under this policy you can make a claim with them for any accidental damage incident that may occur. Whether this is a scratch from your buckles or keys, a spillage, or a stain which has happened accidentally, as long as this is reported as soon as it is noticed and you can identify what has happened they will accept your claim and come out to repair with no additional charge.
CSL Customer Care opens Monday to Friday 8:30am to 6:30pm and Saturday 8.00am to 4.00pm (times may vary at public holidays). You can contact us during these hours by phoning 08444 818181, alternatively you can fill out a contact us form on this website, send an email to email@example.com or write to us at CSL House, Golborne Point, Ashton Road, Golborne, WA3 3UL. You can even contact us on Twitter or Facebook.
If you ever need to call CSL you can rest assured that you can speak to a real person in our very own UK contact centre. We want you to enjoy your CSL Customer Experience and our aim is to help you to do this in the best way we can. Sometimes, things do not go according to plan. If you feel that we have not lived up to your expectations, or that we could improve our service in some way, then please let us know.
Customer Satisfaction is a core component of our business and we want to know what you think. For your convenience we have an online customer satisfaction survey that you can complete at your leisure and it will only take you three minutes. Please tell us what we are good at and what you feel we could improve.
To monitor and improve the quality of our service some calls to our contact centre are recorded.
Terms of sale for Clearance furniture will be discussed at the point of sale.
In the unlikely event that you have a complaint our Customer Care department is ready to help. We will provide instant solutions over the telephone, reply to emails within just a few hours or letters within just a few days. Our aim is to resolve all of your concerns quickly and efficiently and where possible to your complete satisfaction.
If for any reason you sell or donate your furniture to a third party at any time following delivery then the guarantees provided and laid out above on that furniture would become invalid and we would no longer be liable for the service of those goods.
The goods that we sell have been chosen by ourselves for domestic use only. This means that we have tested the quality and durability of our products against reasonable, domestic use and therefore we are able to guarantee our products in the way that we do. Therefore any goods purchased from CSL with intent for these goods to be used commercially within a business would not be covered by the said guarantees. Whilst we test our goods for comfort and durability we conclude that our items would always be fit for purpose thus to abide by legal requirements, however we cannot conclude that these same goods would be fit for purpose when enduring business or commercial use.
CSL Sofas is a trading name of C S Lounge Suites Ltd. Registered in England
Company No: 1778734 BS EN ISO 9002 Certifictae No: FM26636
Registered address: CSL House, Golborne Point, Ashton Road, Golborne, Warrington WA3 3UL