Last updated: 27/05/2026
This Shipping, Delivery & Order Policy explains how we process, manufacture, ship, deliver, and handle orders for our vacuum-packed sofas.
By placing an order with us, you confirm that you have read, understood, and agreed to this Policy.
All sofas sold through our store are made to order based on the customer’s selected specifications. These specifications may include, but are not limited to:
Because each sofa is produced specifically for the customer, it is not a standard ready-stock product.
Once your order has been confirmed and production has started, the sofa is manufactured according to your chosen specifications.
After placing an order, you will receive an order confirmation by email or through the contact details provided at checkout.
Please review your order confirmation carefully, including:
It is the customer’s responsibility to ensure that all order details are correct before production begins.
If you notice any mistake, you must contact us as soon as possible at support@roksosh.co.uk.
Because our sofas are custom-made, order changes are only possible before production has started.
Once production has started, we may not be able to change:
If a change is possible, it may result in additional charges or a revised production timeline.
Orders may only be cancelled before production has started.
Once production has started, the order becomes non-cancellable because the sofa is being made specifically for the customer.
If you request a cancellation after production has started, we reserve the right to refuse the cancellation or retain any costs already incurred, including material, production, labor, and administrative costs.
This does not affect any statutory rights that may apply to faulty, damaged, or incorrectly supplied goods.
Each sofa requires time for production, quality control, vacuum-packing, and preparation for shipment.
Estimated production times will be displayed on the product page, checkout page, or order confirmation where applicable.
Production timelines are estimates only and may vary depending on:
If we become aware of a significant delay, we will contact you using the details provided at checkout.
Our sofas are compressed and vacuum-packed for efficient storage, handling, and delivery.
Once the vacuum packaging is opened, the sofa begins to expand and restore its intended shape.
After the packaging has been opened and the sofa has expanded, it cannot be compressed back into its original factory-packed condition using normal customer equipment.
For this reason, opened vacuum-packed sofas are generally not suitable for return unless the product is faulty, damaged, or incorrectly supplied.
We deliver to eligible locations listed at checkout or confirmed by our customer support team.
Shipping costs, estimated delivery times, and available delivery options will be shown at checkout where applicable.
Delivery times are estimates and may depend on:
We are not responsible for delays caused by incorrect delivery information provided by the customer.
Before placing an order, the customer must ensure that the sofa can be delivered to the intended location.
Please check:
Although vacuum-packed sofas are more compact than traditional sofas, the package may still be large and heavy.
If delivery fails because the location is inaccessible or because incorrect delivery information was provided, additional delivery, storage, or return-to-warehouse fees may apply.
When your order is delivered, please inspect the packaging before accepting the delivery where possible.
If the outer packaging appears visibly damaged, please:
Do not discard the packaging until you have checked the product.
If your sofa arrives damaged, faulty, or different from what you ordered, please contact us as soon as possible at support@roksosh.co.uk.
You may be asked to provide:
We will review the issue and may offer one or more of the following remedies, depending on the situation:
This section does not limit any statutory consumer rights that may apply.
Because our sofas are made to order and produced according to the customer’s selected specifications, they are generally not eligible for return due to change of mind.
In addition, once the vacuum packaging has been opened, the sofa expands and cannot be restored to its original compressed condition. Therefore, opened vacuum-packed sofas cannot be returned simply because the customer changed their mind, selected the wrong size, selected the wrong color, or no longer wants the product.
Returns will not be accepted for:
This does not affect your legal rights if the product is faulty, damaged, or incorrectly supplied.
After opening the vacuum packaging, the sofa may require time to fully expand and settle into its intended shape.
Minor temporary creases, compression marks, fabric impressions, or shape irregularities may appear immediately after unpacking. These are normal results of vacuum compression and usually improve as the sofa expands.
Please follow any unpacking and care instructions provided with your order.
If you believe the sofa has not expanded correctly after the recommended recovery period, contact us with photos and your order number.
The customer is responsible for providing accurate order and delivery information.
We are not responsible for failed delivery, delays, additional courier fees, or loss caused by:
Additional costs caused by incorrect customer information may be charged to the customer.
We aim to meet the estimated production and delivery timelines provided at checkout or in your order confirmation.
However, delays may occur due to manufacturing, material supply, logistics, courier issues, customs, weather, or events outside our reasonable control.
If there is a significant delay, we will notify you and provide an updated estimated timeline where possible.
Where applicable law requires customer consent for a revised shipping timeline, we will request your consent or provide the legally required remedy.
Risk of loss or damage passes to the customer when the order is delivered to the delivery address, unless applicable law states otherwise.
If your order is lost in transit before delivery, please contact us so we can investigate with the courier or freight provider.
For international orders, the customer may be responsible for customs duties, import taxes, brokerage fees, or other charges required by the destination country.
These charges are not included in the product price or shipping cost unless clearly stated at checkout.
We are not responsible for delays caused by customs inspections, import procedures, or unpaid duties and taxes.
If a delivery is refused, missed, or cannot be completed due to customer-related reasons, we may charge additional fees for:
Because our sofas are made to order and may be opened or handled during logistics, refusal of delivery does not automatically entitle the customer to a refund.
For questions about your order, shipping, delivery, or product condition, contact us at:
Email: support@roksosh.co.uk
Business name: Roksosh
Business address: The White House, Broomhill Way, Torquay TQ2 7QL
Please include your order number in all communications.