DFS Parcel Not Delivered or Refund Refused? UK Guide
DFS delivers with its own two-person teams, so the retailer and the carrier are the same company — there is nobody for DFS to pass a delivery problem to. The Consumer Rights Act 2015 makes DFS responsible until the furniture is in your home and in the condition you ordered.
Who delivers your DFS order?
DFS typically uses: DFS two-person delivery teams. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with DFS, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on DFS to deliver into your physical possession.
DFS contact and returns
- How to contact
- DFS on 0333 999 9777 (open 24 hours) or contactus@dfs.co.uk, with live chat on dfs.co.uk. DFS is a member of the Furniture & Home Improvement Ombudsman, which gives you an escalation route beyond the company itself.
- Returns policy summary
- Made-to-order upholstery is generally excluded from change-of-mind returns, which is normal for bespoke goods. That exclusion does not apply where the item arrives damaged, faulty or not as ordered.
How to claim a refund from DFS
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact DFS via DFS on 0333 999 9777 (open 24 hours) or contactus@dfs.co.uk, with live chat on dfs.co.uk. DFS is a member of the Furniture & Home Improvement Ombudsman, which gives you an escalation route beyond the company itself. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If DFS refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
DFS delivery FAQs
Is DFS legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (DFS) is responsible for the goods until you take physical possession. DFS cannot redirect you to the courier because your contract is with DFS, not the courier.
How long does DFS have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
My DFS sofa arrived damaged. What should I do first?
Note the damage on the delivery paperwork before the team leaves and photograph it there and then. Within 30 days you have the short-term right to reject under Section 20 for a full refund, rather than being limited to a repair.
DFS says my sofa is bespoke so it cannot be refunded.
That applies to changing your mind, not to goods that arrive damaged, faulty or not as ordered. Made-to-order does not reduce your statutory rights when something is wrong with what was delivered.
My DFS delivery date has slipped repeatedly.
Set a final reasonable deadline in writing. If DFS misses it, you can treat the contract as at an end and ask for your money back, including any deposit. Its ombudsman membership gives you a further route if it refuses.