Frequently asked questions

My order

Can I order over the phone as well as online?

Of course you can. Please just call us on 01535 272957, between 9am and 5pm, Monday to Friday, and let us know the product you wish to purchase.

When do I pay for my order?

When you place your order we will request a pre-authorisation from your bank for the total amount of your order. This is reserved for us in your chosen account, but your card is not actually charged until your order leaves The Comfort Factory.

If you decide to pay via PayPal, you will be charged the full amount of your order immediately after you make that order.

Please note that on your bank statement payment will be made to James Spencer & Co. Ltd, the parent company of The Comfort Factory.

What happens after I’ve placed my order?

We will send you an email confirming we’ve received your order. Shortly after this (during office hours), we will process your order and send you an order acknowledgment by email. Please check this to confirm we have the correct order and delivery address.

How long will it take before I receive my order?

Quality takes time. Our craftsmen really pride themselves on making sure every piece of furniture they create reaches our extremely high standards. This means you will receive delivery of your order within a maximum of four weeks. Although most orders are ready after three weeks, and some smaller items, such as footstools, even sooner.

Delivery

How much does delivery cost?

Delivery to your chosen address is free on all orders to England, Wales, Scotland and Northern Ireland.

How will my order be delivered?

Generally, our products are delivered boxed by a national carrier, who will contact you by email or phone prior to this taking place. Therefore, please make sure you give us a phone number you can easily be contacted on when you place your order.

If the delivery cannot be made, it will be redirected to the local depot and a contact card left. If your delivery instructions were followed and delivery wasn’t possible, you may be charged a fee for redelivery.

If delivery is by “driver only”, help may be required to move your order into your home. Please discuss this when the delivery firm contacts you.

Please note that all products are delivered to “inside the door” of the delivery address. It is your responsibility to move your order to its final location.

When you receive your order, quantities should be checked and all goods signed for. When you do sign, please write “Unexamined” next to your signature. This allows us to claim from the carrier if they have unfortunately damaged your order during transit.

Delivery of recliner riser chairs

A specialist haulage company delivers our recliner riser chairs. As normal, they will send you an email or phone you to arrange delivery.

When the carrier arrives (it will normally be one person), they will bring the chair into your home, set it up and give you a brief tutorial on how to operate it. After this, they will ask you to sign their delivery note and leave you an operation manual.

Should you require delivery to the following postcodes: IV, KW, PA 20–49, PA 60–78, PA 80–88, PH, AB, DD, or to Northern Ireland or an offshore island, your recliner will be despatched on a pallet. In these areas we will not be able to set the chair up nor provide the brief tutorial. We apologise for any inconvenience caused.

Unpacking

How should I unpack my order?

Depending on your physical health and wellbeing, you may need assistance to unpack your order, so please ask a friend or relative to help, if necessary.

Under no circumstances use a knife or sharp item to unpack your order, as this may damage the contents. Neither The Comfort Factory or the carrier can accept responsibility if you damage goods whilst opening them.

Remove the brown tape until the carton is open, lift your order out and place it on a level floor. Please remember to retain the packaging just in case you’re not satisfied.

At this stage, please check your order all over before you sit on it, or put your feet on in it if it’s a footstool.

In particular, check the legs for damage. We use professional carriers but sometimes accidents do happen during transit.

If you’re happy that the chair has been delivered without damage, move it (with assistance if needed) to your chosen location, sit in it (if it’s a chair) and begin to feel that comfort. Bliss.

Also please remember to dispose of the packaging in a responsible, environmentally friendly manner.

Returns

What if my order is damaged?

This very rarely happens. But if it does, we will do our utmost to minimise any inconvenience.

Please send an email to returns@thecomfortfactory.co.uk, or call us on 01535 272957, and briefly explain what the problem is. This must be done within seven days of you receiving your order.

We will then work with you to organise collection of the damaged order and the delivery of a replacement. Or if you would prefer, we will provide a full refund.

Please make sure the damaged goods are repackaged in their original packaging, ready for collection.

For further information, please see our Terms and conditions of sale.

What if I don’t like my order, or find it unsuitable, after I’ve unpacked it?

In the rare event of you not liking a product you’ve ordered, there are two ways we can proceed, as long as you notify us within 14 days of you receiving your order. If you don’t contact us within 14 days, we cannot accept any returns.

Important: however you choose to return a product, please make sure you send us an email to returns@thecomfortfactory.co.uk and briefly explain what the problem is. We will then contact you as soon as possible to discuss how to proceed.

OPTION 1

1. We can collect the order from you – please make sure it is packed securely!

We will refund you the full cost of your order. If the returned product is damaged in transit, we will take this matter up with our carrier and still refund you the appropriate money.

We can collect orders from all areas of England, Wales and Scotland, with the exception of postcodes IV, KW, PA 20-49, 60-78, 80-88, PH, AB, DD, Northern Ireland and all offshore islands. Please note that we cannot arrange collection from these areas, which means you will have to return the order to us yourself (see below).

2. You can return the order to us – please make sure it is packed securely!

This involves you paying to return your order to us. If the product is damaged by your carrier during transit, we will notify you and it will be your responsibility to take this matter up with them. If the product is found to be in a condition that means it can’t be put up for sale again, we will not be able to offer you a refund.

Choosing the right chair

Can I view any of your products in person?

We only have our factory store at The Comfort Factory in Wilsden, West Yorkshire. This is to keep the cost of our products at a great value price. Competitors with lots of showrooms always pass on these costs to their customers.

The full address of our factory store is:

THE COMFORT FACTORY
Prospect Mills
Main Street
Wilsden
Bradford
West Yorkshire
BD15 0JR

Opening hours are 9am to 4.30pm, Monday to Friday. Please come and visit us.

How do I know what is the right seat height for me?

By choosing the right seat height, you will take pressure away from your back and knees, which will allow your muscles to relax.

First of all, take your shoes off and measure from the floor to the central point at the back or your knee. Note this measurement down.

Then look for a chair with a seat height that’s 25mm (1″) above or below the measurement you noted. This will make sure your knees and thighs are always in a comfortable right-angle position when you sit on the chair.

You may also find it helpful to compare this measurement against your current seating at home.

What fabrics can I choose from?

We offer a choice of two high-quality fabrics in a wide range of colours:

Portobello textured bouchle chenille

Higland matte polyester

In a nutshell, the difference between the two fabrics is that the chenille has a soft lush feel but requires professional cleaning if soiled. Whilst the polyester feels and looks like linen, and is water and stain resistant.

If you’re unsure what you would like, please order FREE fabric samples from us by emailing hello@thecomfortfactory.co.uk, or calling us on 01535 272957. Just remember you should feel the top side of the samples you receive, not the reverse, as that will have been coated to make it fire retardant.

Portobello textured bouchle chenille
This exceptional chenille has been manufactured using the very latest technology, the highest quality raw materials and the very best manufacturing techniques.

Fire retardant
The fabric meets the requirements of BS5852 Part 1 Ignition Source 0 (Cigarette) Ignition Source 1 (Match), as laid out in the Furniture and Furnishings (Fire) (Safety) Regulations 1988.

Cleaning
To keep the fabric in optimum condition, we advise you vacuum it regularly with a hand vacuum cleaner. Pay particular attention to areas that regularly come into contact with hands and arms.

If the fabric becomes soiled, it should be cleaned by a specialist dry cleaner who is used to handling this type of material. We strongly advise against the use of any further chemical treatments. These may adversely affect the fabric’s wearing qualities and general performance.

We can only accept responsibility for a fabric when you first receive it, ie its original state after the manufacturing process.

Pressure marking
As it is a soft, lush fabric by nature, the chenille can be subject to seating or pressure marking. This is where the pile is naturally flattened during use and light reflects off it to give the appearance of shading. It is not a fabric fault, nor will it affect the lifespan of the material.

Loose seat cushion
If you choose a chair with a loose seat cushion, we advise you to reverse it regularly after hand vacuuming. This will help to extend the life of the interior foam and the fabric itself.

Colour matching
It’s important you order all the products you want at the same time so they match in colour. This is because there can be slight differences in the colour of different batches of fabric. This is something that is beyond our control.

Fading
To keep the fabric at its original colour for as long as possible, do not expose it to direct sunlight for long periods, as this may result in fading.

 

Higland matte polyester
A beautiful, comfortable and durable fabric that’s waterproof, stain resistant, flame retardant and hard wearing to a higher specification than normal domestic fabrics. Although it feels soft and subtle like linen, it can stand up to heavy usage on every day of its life.

The science bit

  • Anti-microbial layer – permanently inhibits the broadest spectrum of microbes and prevents nasty odours.
  • Stain resistant layer – C6 flurocarbon technology that combines effectiveness with environmental qualities.
  • Multi-directional stretch fabric layer – comfortable but durable fabric to suit the most extreme environments.
  • Waterproof layer – repels 2.5-metre hydrostatic head when tested to BS3424.
  • Flame retardant layer – meets Crib 5 (cigarette and match) and most European and international standards.

Cleaning

  • Regularly vacuum or wipe clean with a microfibre cloth that’s been dampened with water only. Microfibre is extremely effective without soap.
  • Remove spillages immediately with an absorbent dry cloth to prevent staining. Then clean with a damp microfibre cloth and water only.
  • Remove body fluids and extreme soiling immediately (within 15 minutes) with cold water. Then apply a 5% sodium chlorite bleach solution.
  • Do not tumble dry, dry clean or fully immerse the fabric in water.
  • Do not apply solvent-based cleaners or other chemicals to the fabric.
  • When soiling has occurred, use a mild water-based proprietary cleaner to remove all soap residue after cleaning, as this hinders the effectiveness of the fabric’s stain resistance.
  • Dyes or pigments within indigo jeans, ballpoint pens and felt tips could permanently stain the fabric.

Colour matching
It’s important you order all the products you want at the same time so they match in colour. This is because there can be slight differences in the colour of different batches of fabric. This is something that is beyond our control.

Chair construction

What type of legs do your chairs feature?

On many of our chairs the legs are actually part of the hardwood frame, making them extremely strong and durable.

When legs are attached, they are done so in a way that makes it virtually impossible for them to be removed without a great deal of effort and thought. In all of the time we’ve been making chairs we’ve never known any of our legs to have accidentally come off.

In addition, our attached legs are made from an engineered composite material, which makes them incredibly tough and hard-wearing. They’re available in three colours (light beech, medium oak and mahogany colour) and two styles (traditional Queen Anne and contemporary Novo).

We also offer chromium plated steel legs as a choice for some of our models. Perfect if you desire an ultra modern look.

Security

Are my personal details safe?

We take your privacy very seriously, so please be assured that we will not sell or rent your contact information to a third party.

Our website uses secure sockets layer (SSL) encryption on all web pages where personal information is required. This, combined with using an SSL enabled browser, protects the confidentiality of your personal and credit card information when it’s transmitted over the internet. We do not store any credit card details on our server, as we use paypoint.net for payment processing.

You can also help by making sure you do not reveal your password to anyone else.

We also communicate these guidelines to our employees, and enforce privacy safeguards within our company.