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FAQs

  • Comfort
  • Delivery & Returns
  • Guarantees & Certification
  • How to Order
  • Leather Fabrics Colours
  • Prices & Tax
  • Product & Design

Replacement cushion covers?

QUESTION:

We purchased a sofa and armchair from you approximately 30 years ago. The sofa cushions are quite worn and one cover has developed a small rip which is exposing the cushion and we would like to get them re-upholstered. How do we go about in doing that?

ANSWER:

The options are to repair or replace the covers and so please email us a photo of the cushions so we may make a quick assessment and estimate of costs. Whatever option you go for please bear in mind the leather colour may be slightly different to the rest of your sofa due to leather ageing. In all cases we will send you a leather swatch for your approval.

What cushion options are there?

QUESTION:

What cushion options are there and what is the filling density in kg/m3?

ANSWER:

Comfort is subjective and we understand it is hard choose before trying. For this reason we offer a cushion comfort guarantee service (excludes buttoned seat option). Recommended standard options are listed below but we can also use various alternative fillings/densities on request.

Foam

The foam option offers a much firmer sit compared to any other filling. It also offers full recovery to it’s original flat shape due to the high density foam composition. Foam density: 50-52 kg/m3

Fibre

We recommend fibre for most requirements and this type of filling is the standard option for our Classic collection. Duratech™ fibre cushions are the only cushion on the market to currently hold the FIRA Gold Award accreditation. Made from a polymer manufactured 100% from recycled polyester bottles, fibre cushions offer the best support with the lowest maintenance as well as a nicely domed surface. Fibre density: 27kg/m3

Duck Feather

The more luxurious feeling duck feather fillings are by far the softest option and so sinking lower into the seat tends to give a little more back support. Feathers, being a natural material, will constantly move around giving a traditional ‘lived in’ look to your furniture.  They tend to sag over time, and so require regular plumping. A little more expensive than fibre or foam, this option is standard for the Heirloom, Monochrome and Club collection. Higher maintenance but a very traditional option.

Buttoned Seat

The buttoned seat is a fixed seat option being a continuation of the back and arm. It offers a much firmer sit but is deceptively comfortable due to the added support within the upholstery itself.

Returns

On receipt of your order it is essential to inspect the goods for any signs of transit damage and note down any problems on the driver’s note. Minor incidents are often resolved by sending an upholsterer to your home and therefore you may decide to accept the delivery for convenience sake. If the item is badly damaged, refuse the items and contact us immediately. Whatever you decide, we will take back any damaged goods to be replaced completely free of charge. Your statutory rights are not affected.

Damages on delivery

It is the customers duty to make sure items are checked on delivery and to notify us of any damage accordingly (in accordance with our T&Cs). As all our furniture is insured we need this notification to put in a claim with the carrier.

Restricted Access?

QUESTION:

We moved into our new home two weeks ago and had a problem with the delivery of one of our pieces of furniture because of the size of the staircase and of the elevator (lift).

I am therefore sending you the size, hoping that our order with you will be able to reach us properly:

Lift / Elevator: Height: 200 x depth: 110 x width of the doors: 80

Stairs: 200 height x 90 width

ANSWER:

It is always the customers responsibility to ensure access is adequate, however, the low back design of the Chesterfield rarely causes problems with access (especially as the legs are removable).

Service to Finland?

QUESTION:

I read the terms & conditions part and before sending the order back to you please confirm:

For Finland do your prices include delivery without any surcharges

Do prices include a 2-man delivery service

In the unlikely event that the cushion fillings need to be exchanged do you charge for more or do we have to pay for shipping?

ANSWER:

The price includes shipping and handling without surcharges. Concerning our delivery service to Finland, please have a look here and check the topic “Other Countries”.

In terms of the cushion comfort guarantee there are no surcharges for this service as long as the request is within 60 days of receiving your furniture.

Delivery to Hong Kong

Prices quoted include insurance, packaging and delivery to any address in Hong Kong.  The delivery service included is a commercial one-man service to the address only and so please be sure to ensure someone is on hand to help you unpack and move items into your home. A two-man delivery service is available on request (10-20% surcharge depending on address). For delivery outside the EU, prices exclude any local duties/taxes which are payable at customs entry. Please check with your local customs office for more information.

Where is my order?

QUESTION:

It’s been a little more than 8 weeks and I have not yet received my sofa. Where is my order?

ANSWER:

If you have not yet been notified of a delivery date this means your order is still in the production phase. All production times are approximated due to the hand-made nature of our furniture but if you contact us with your order reference number we can give you a quick update. The average production cycle is approximately 8 weeks (bespoke articles approx 12 weeks). We do not compromise quality over speed and so we ask all our customers for their continued patience.

Once your order is ready for dispatch we will automatically process the balance payment. If the deposit was paid by bank transfer we will notify you by email. Once dispatched, please allow a few days for the carrier to schedule the delivery slot for your area. This process usually takes place within 10 working days. For practical reasons, it is not possible to specify an exact day/time for delivery and so the proposed time slot will be dictated by the carrier directly with you in accordance with their scheduled runs. If this date is not convenient, a further 10 days may be required to re-schedule and so we encourage our customers to always try to accommodate the proposed date.

Free delivery?

QUESTION:

I live within the EU. Let’s assume I went for a 2 seater sofa, how long before it would be ready for delivery after ordering? And does the production time differ depending on size/leather? Are your prices include VAT and do they include delivery?

ANSWER:

Production time is approx. 8 weeks regardless of size/colour and we allow a further 10 working days for delivery (longer if outside the EU). All prices include VAT & delivery.

Returns

On receipt of your order it is essential to inspect the goods for any signs of transit damage and note down any problems on the driver’s note. Minor incidents are often resolved by sending an upholsterer to your home and therefore you may decide to accept the delivery for convenience sake. If the item is badly damaged, refuse the items and contact us immediately. Whatever you decide, we will take back any damaged goods to be replaced completely free of charge. Your statutory rights are not affected.

Delivery

Delivery
Deliveries within the UK, France, Belgium, Spain & USA

Delivery is free of charge and includes a two-man in-home service. Taxes, duties, packaging and insurance are all included. On most occasions the vehicle used for our deliveries is a 17 ton lorry (about the size of a double-decker bus) and so please inform us in advance if there is restricted access to your street to avoid delays.

Other Countries

We have partnered with various different carriers to provide a worldwide delivery service. To help us maintain a low-cost delivery solution, most vehicles will arrive with a single driver. It is therefore necessary to ensure at least two people are present to help carry the furnishings into your home. Any extra services such as a second man or packaging removal are subject to surcharges and must be requested in advance.

Outside the EU & USA

For deliveries outside the EU or outside the USA, local taxes and duties are not included in our prices unless itemized in your quotation. Please check with your local tax office. We can not be held responsible for any unpaid charges whilst goods are held at customs.

It is the customers responsibility to ensure there is sufficient access for their ordered articles. Goods that are refused due to access restrictions will not be refunded. If a delivery needs to be re-scheduled for whatever reason, a further 7-10 working days may be required.


Collecting From Our Workshop

Customers are most welcome to collect their goods directly from our workshop. Please ensure you contact us immediately after placing the order. Once the goods leave our premises, we can not be held liable for any damages that may occur in transit.

Why Is Delivery Approximated?

 

We will have especially commissioned your order which means we will not be able to specify a delivery date until the final stage of production. It takes approximately 8-12 weeks to make a high quality, hand crafted item and therefore your patience and understanding is an essential requirement.

The actual delivery date will be confirmed by the carrier directly within approximately 10 working days of the despatch date*. For practical reasons, it is usually not possible to specify an exact day/time with the carrier and so any agreed time slot will be dictated by the carrier in accordance with their scheduled runs. Any special conditions outside our free service such as restricted access, restricted time slots or fast-track courier services must be discussed in advance (surcharges and delays may apply).

*4-6 weeks if outside Europe

Manufacture fault vs. wear & tear

Manufacture fault vs. wear & tear

Fleming & Howland’s Guarantee is a structural guarantee that covers the average lifetime of a sofa or chair to ensure the article is fit for purpose. It excludes components such as castors, buttons, studs etc. as well as damages caused by regular use (wear and tear). All articles are subject to evaluation by Fleming & Howland customer support who will endeavour to repair or replace the defective article free of charge. Refunds will only be offered if a suitable replacement or repair option is not available.

WHAT IS NOT COVERED BY THE GUARANTEE?

Our guarantee does not cover normal wear and tear or product damage caused by misuse, negligence, or accident. This includes but is not limited to damage caused by:

Extensive use.
Abuse of product.
Chemicals.
Disregard for the product care or cleaning instructions.
Stains – including but not limited to: food, ink, bleach, sunscreen, zinc, chlorine, etc.
Animals.
Third-party alterations made to product.

WHAT IS THE DEFINITION OF “WEAR AND TEAR”?

Fleming & Howland furniture is built to last but keep in mind that external pressure, elements and chemicals will have an affect on natural materials. Over time, colour pigments may change within the fabric or leather, often lightening in tone and colour. The pleats around the deep buttoning may soften and open up, especially in areas of use. Button caps may become loose or caught and seat cushions may become out of shape due to filling compression and material elasticity. These are examples of normal wear and tear; not defective workmanship or materials.

DO YOU REPAIR DAMAGE NOT COVERED BY THE GUARANTEE?

We will do our best to repair these items at a cost proportionate to the extent of the damage. Fleming & Howland reserves the right to determine if the repair is possible and what the associated cost will be. Repair costs must be paid in full before repairs are completed.

What is a ‘lifetime’ guarantee?

A Lifetime Guarantee (20 years for domestic use and 10 years for commercial use) is a structural guarantee that covers the average lifetime of a sofa or chair to ensure the article is fit for purpose. It excludes components such as castors, buttons, studs etc. as well as damages caused by regular use (wear and tear).

In case of damage whether it be through an accident or wear & tear, we will always offer to support our customers by supplying the necessary components/materials to work alongside your insurance/repair company. For further information please get in touch with our support team by completing this enquiry form.

Are these sofa all hand made in England?

QUESTION:

Are these sofas all hand made in England?

ANSWER:

All furniture by Fleming & Howland is produced within the UK in accordance with the Chesterfields certification standards. For further information please visit www.chesterfields.com 

Our certification

The chesterfield sofa is the world’s best-known iconic British design when it comes to upholstered furniture. A highly distinctive visual design, the essential characteristics of chesterfield furniture have been preserved since its origin in 1780.

The design remains distinctive today: antique chesterfield sofas of the eighteenth and nineteenth centuries found in stately homes across the United Kingdom matches those made in the twenty-first century and proudly displayed in modern homes and institutions as elegant and functional classics. It represents a long-term commitment to quality spanning more than 200 years.

The Chesterfields Trade Association sets out the history of the design and the regulations for use of the chesterfield certification mark, so that manufacturers, retailers and customers can be certain of the criteria required before an item of furniture, or an associated service, can properly be labelled with the Chesterfield™ certification mark.

What Guarantees Do You Offer?

If this is the first time you have purchased furniture via mail order, we understand that you may be a little cautious. This is exactly why we offer the following guarantees:


Guarantee 1: Lifetime Guarantee

All our furniture carries a worldwide Lifetime* Guarantee. Our workshop employs the finest upholsterers that pride themselves with traditional methods and designs. Combined with the best materials around, the result is a guaranteed work of excellence. Each piece is authenticated by our craftsman assuring a true British hand-made product.

*based on a tested life span of 20 years with average domestic use. Applies to non-commercial use only and excludes natural fair wear and tear. Full terms & conditions are available on request.

Guarantee 2: Your Right To Refuse

On arrival, the furniture is unpacked and inspected for your approval. If for any reason you are unhappy with your selection, the items may be refused, no questions asked. You are subsequently fully reimbursed the same day.

Guarantee 3: Peace Of Mind

If that is not enough to convince you, our unique 60-Day Returns Policy will enable you to return the goods even after accepting them into your home. After we have acknowledged your request, the collection will be scheduled within 10 working days. Once the goods are back in our workshop and fully inspected we will process the refund less any collection costs (UK: £30 per seat. Outside UK: same as delivery costs). We will not be able to refund the goods in full if there are any signs of damage or misuse. It is therefore important to ensure that the furniture is returned in the condition in which it was received.


Guarantee 4: Cushion Filling Exchange

A free service that allows customers to exchange the cushion fillings over the postal service within 60 days of receiving their order*.

*Terms and conditions apply, as shown here.

Bespoke Items or Special Orders

We regret we are unable to accept the return of these goods as they have been specially made at your request.

I requested a brochure online but it hasn’t arrived yet?

Sometimes the brochure pack can take a little longer to arrive in certain postal areas. If it does not arrive by the end of next week please let us know. In the meantime you can request the digital version for instant access.

How to Order

Step 1: Samples

Ensure you request one of our free colour samples or alternatively purchase one of our swatch books (refundable on return) for colour approval. It is important to understand that, as we use natural materials, the colour may vary from the original swatch.

Step 2: Secure Online

The best way to place your order is by using our secure online ordering system. Alternatively, you may of course place your order over the phone.

deposit-icon
Step 3: 50% Deposit

To secure your order order, a 50% deposit payment is required. We accept all major credit cards, Sterling or Euro bank cheques and direct bank transfer payments. If payments are via bank transfer, delivery may be delayed by up to a further 2 weeks. When orders are placed online they are automatically confirmed. If ordered via fax, post or telephone, we will always confirm in writing by email or post (if email is not provided).

Step 4: Check

At this stage it is very important that you check the items you have ordered are correct. We will not accept responsibility if orders are incorrect after the checking process.

Step 5: Terms & Conditions

These Terms and Conditions are governed and will be interpreted in accordance with English courts.

Where Is The Showroom?

 

Up to date list of our partners and re-sellers are on our Showrooms page.

Which leather quality do we use?

To select leather samples please visit this page.

Antiqued Leather Collection

Used primarily for our Classic furniture. Fine corrected grain leather with an antique top coat.
After the furniture has been upholstered this top coat can be rubbed off in areas to reveal  the lighter colour beneath thus giving an aged appearance. This leather will age with use revealing more of the base coat.

Leather Information
Hide size av. 4.5 sqm. Thickness approx. 1.2mm

 

Hand-Coloured Leather Collection

A soft full grain, full aniline leather that is used specifically for hand dyeing. Colour dyes are mixed and gently massaged into the leather which is then allowed to dry. This process is repeated at least six times to ensure a beautifully-toned patina. As the dyes are absorbed in varying intensities on different areas of the skin, the original hallmarks of the hide ensure that every piece is completely unique and distinctive. Full-aniline leather, which is the hide’s most organic state, will always reveal heavy scarring and blemishes. In areas of frequent use, such as the seat and arm, the natural oils will move around to cause a lightening in colour. This is the natural progression of hand-coloured leather and in no way should be considered a flaw.
Leather Information
Hide size av. 4.5 sqm. Thickness approx. 1.2mm

Crackle Leather Collection

Especially developed for an aged yet contemporary finish. This is a full grain, semi-aniline leather full of character with scars, bites and scratches. Very hard-wearing. A natural full-grain leather with a slight pull up characteristic, the leather when stretched lightens to the hide dye colour beneath giving a pleasant contrast of shades.
Leather Information
Hide size av. 4.5 sqm. Thickness approx. 1.2mm

Silk Leather Collection

A full grain and full aniline leather with a waxed finish. A slight pull up characteristic i.e. the
leather when stretched slightly lightens to the hide dye colour beneath giving a
pleasant contrast of shades.

Leather Information
Hide size av. 4.5 sqm. Thickness ca. 1.2mm

Colour recommendation to match wood tones

QUESTION:

I am trying to get a colour that is the most-rustic-log-fireside-timeless-v. traditional-smoky-colour, if you will? Floors, bed and shelves are wooden oak. What leather colour/s might you recommend? You have many colours and I am not very good at matching/choosing. Your help recommendation/appreciated.

ANSWER:

The most traditional colour to match other woods in your room would have to be our Hand-Coloured Chestnut leather (example here) which is a unique leather with a rich patina. More info on how we colour our leathers by hand here.

Alternatively, a more economic option is the Antiqued Tobacco leather as featured here. This leather colour is not too dark or too light to complement wood tones.

If these are to your liking, we would be more than happy to send out some leather samples, just let us know…

Crackle range of leathers

The ‘Crackle’ range of leathers has been especially developed for an aged yet contemporary finish. They are full grain natural hides with scars, bites and scratches. Full of character. Very hard-wearing.

What is the difference between your Antiqued and Hand-Coloured leathers?

QUESTION:

There is quite a big difference in price between your ‘Antiqued’ and ‘Hand-Coloured’ leathers. Why is this exactly?

ANSWER:

All Fleming & Howland leathers are from the same high grade hides, but it is the time required to finish the leather patina that makes the difference.

The Classic collection implements faster, more modern upholstery methods using ‘Antiqued’ leather while the Heirloom, Monochrome and Club collection implement the more laborious ‘Hand-Coloured’ leather.

‘Antiqued’ Leather:

The hide is pre-dyed before arriving at the workshop and subsequently antiqued by gently rubbing away the top coat. A final sealant is then applied to ensure protection, also providing a mellow lustre finish. It is for this reason that a Classic Chesterfield transmits such character and warmth, easily welcomed into any home.

‘Hand-Coloured’ Leather:

Developed by Fleming & Howland, the dyes are gently massaged into the leather by hand and allowed to dry. This process is repeated at least 6 times to ensure a beautifully toned patina. As the dyes are absorbed in varying intensities on different areas of the skin, many original hallmarks will be visible ensuring that every piece is completely unique and distinctive.

VAT and local taxes

If you are a tax registered company outside the UK but within the European Union you will be exempt of the inclusive UK tax. We will require a valid company tax registration number in accordance with the invoice address.

Goods travelling outside the EU are exempt of the VAT charge although local taxes may apply which are usually payable once goods enter the country. If in doubt, please check with your local customs office.

Do you do discounts?

QUESTION:

We are very interested in purchasing many items from your Heirloom collection. Could you please provide me with your best price including delivery and do you have any special offers considering the high quantity?

ANSWER:

As all our furniture is hand-made to order there is no economy of scale. Other companies may offer a volume discount but this is because their costs diminish due to their mass-production business model. Our prices reflect the craftsmanship, skill and quality of work required to produce a Chesterfield that is certified under the rules and regulations set out by the Chesterfields Trade Association. On occasion we may have ex-display or ex-showroom articles available at a slightly reduced price which are sold as seen. Please contact the showroom directly for further information.

Loose cushions – overhang, shape and filling

The overhang of the cushions is an important part of the design for all sofas featuring loose cushion seating. The cushions are specially fitted to allow for the ‘shrinkage’ effect when pressure is applied to the cushion (when sitting). If the cushions did not overhang you will find that your legs will be resting on the front frame of the sofa which is not so comfortable.

With time and use the shape of the cushions will change and adapt to your size and weight. Leather is a natural material and will stretch/contract constantly often resulting in leather ripples on the cushion surface. The filling will also move around inside the casing (especially duck feather). We do not recommend over-stuffing the cushions as they are pre-filled to an optimum level.

Reversible cushions are available on request but only suitable for breathable fabrics. Leather is not so permeable and so a breathable fabric panel is sewn in to prevent the cushion from splitting. The leathers we use are highly resilient and therefore a reversible option is not necessary.

Lord office chair to fit under our desk…

QUESTION:

I am enquiring about the Lord Chesterfield swivel chair.
I would like to ask you to please provide me with the dimensions of the height of the arms (from the floor) so we can see if the chair fits under a desk we have.
Also is the seat adjustable in height?
We are based in Athens,Greece, therefore please clarify if I understand correctly that we will be exempt from paying tax? Or will we have to pay tax when it enters the country?

ANSWER:

The height of the chair is adjustable (gas lift mechanism) and the height of the arms is 64 cm at the lowest position. All prices include delivery to Greece and also include VAT. N extra charges will apply.

Button positions are odd in places, is this a fault?

QUESTION:

The position of the buttons and the depth of the pleats are different in certain areas. Why are they not uniform?

ANSWER:

The button placement is dictated by the folds in the leather and the position of the internal frame. With this in mind some buttons can be positioned higher than others. We assure you that this is not of detriment to the sofa and is not a fault. On the contrary, these anomalies are testament to a hand-pleated Chesterfield.

Sofabed mechanism?

QUESTION:

Can you provide some more information about the sofa bed options please i.e. quality, durability, weight, comfort, short vs long term use etc.?

ANSWER:

Many thanks for your enquiry. The sofabed option is available for the Stamford, William & William Blake designs. The mechanism is very easy to operate by one person due to its 3-fold action.

A 2 seater sofa is approx. 85kg in weight and a 3 seater sofa approx. 95kg. Introducing a sofa bed will add a further 50kg as it is a substantial steel mechanism. All the components and build quality are of high quality to comply with our guarantees. Sofa beds in general are designed for occasional use and so should not be used as a substitute for a regular bed.

In terms of mattress sizes, a 4-seater sofa will accommodate a 155cm width mattress, a 3-seater sofa will accommodate a 125cm mattress, and a 2-seater sofa will accommodate a single 75cm mattress.

Please follow this link for more information regarding the bed mechanisms itself.

Large footstool or pouffe to match my Cromwell Chesterfield?

QUESTION:

I have bought the Cromwell 3 seater and would like a footstool or pouffe to go with it so that, once pushed up close to the sofa, it would make the depth of the sofa feel deeper when sat on. Can you tell me what are my options please?

ANSWER:

We recommend the Kingston pouffe shown below which has a standard size of: Height 49cm x Width 80cm x Depth 60cm. We would alter the front border and leg design to match your existing sofa. We can also make bespoke sizes on request.

What options do I have for a Chesterfield corner sofa?

QUESTION:

I have some questions regarding the Chesterfield corner sofa: What designs are available and can the Stamford be set up so that there is only one cushion in the corner unit? In the pictures there are two cushions which might make it less comfortable?

Can the configuration be opposite to what is photographed and can the dimensions be modified?

Finally, can we choose from any of your leathers?

ANSWER:

Available designs include the Stamford, Kingston & Farringdon. Other designs considered on request.

Having two cushions does not affect comfort (if you sit on the area where the cushions meet there is little to no difference). It is therefore more of an aesthetic alteration and we can make this change for you if required.

Opposite configuration and alterations to sizes are all possible. Just let us know the size of the corner you need to fill and we will provide drawings for you to approve.

Any of our leathers may apply to any of our designs as a made to order bespoke service. Prices may vary depending on your selection so please specify the colour so we may quote accordingly.

Kingston corner sofa

QUESTION:

I am interested in a Kingston classic chesterfield sofa – corner unit in leather. Can you provide an estimate delivered to Nashville TN, 37203, USA? Also looking for the size etc.

ANSWER:

Scrolling down to the bottom of this page will show the Kingston corner unit dims and prices. All prices already include tax and delivery to any USA address.

Product dimensions & info

Due to the hand-made nature of our furniture all measurements specified are approximated. Each of our upholsterers will pull, pleat, stretch and upholster differently and therefore a tolerance of up to 6cm is expected for each dimension.

For bespoke items whereby, a customer has restricted space, we ask for the maximum width. In these instances, we would ensure the article does not exceed this measurement.

To view the dims of a specific product, locate the item on our website, scroll down to the bottom of the page and hover the mouse of the article in question. Click on the small ‘i’ icon to open the lightbox.

Bespoke vs. standard products

Fleming & Howland produce everything in their UK factory which means alterations to sizes, options, design and upholstery material are possible. A Classic article in a leather from our Heirloom collection, for example, is an acceptable bespoke option.

If an item is not ordered with standard options (as offered on the website), they are considered bespoke. As bespoke items are especially commissioned they are non-returnable. All other guarantees will apply.

Do you sell chaise lounge?

The closest we do to a ‘Chesterfield’ Chaise Lounge, is the Farringdon (chaise sectional piece is available independently)

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