Terms & Conditions

By placing an order with Sotto you agree to the following Terms and Conditions.

Sotto Home Limited (referred to as “Sotto / we / our / us”) is a company registered in England and Wales under company number 17006701, with its registered office at 3.10 The Plaza, St Paul's Square, Old Hall Street, Liverpool, United Kingdom, L3 9QJ. VAT number: 513416326.

As a user of this website (referred to as “you / your”) you acknowledge that any use of this website, including any transactions you make, is subject to our Terms and Conditions below.

1. General

1.1 We reserve the right to change these Terms and Conditions at any time. It is your responsibility to read the Terms and Conditions on each occasion that you use this website, and your continued use of the website shall signify your acceptance to be bound by the latest Terms and Conditions.

1.2 If you are not a consumer, you confirm that you have the authority to bind any business on whose behalf you use this website.

1.3 Certain website services may require registration. Information that you provide on this website must be accurate and complete. Login credentials are exclusive to you, non-transferable and must be treated as strictly confidential at all times. In the event that you have any concerns regarding your account details or become aware of any misuse, you must inform us immediately.

2. Order Process

2.1 All orders that you place with Sotto will be subject to acceptance in accordance with these Terms and Conditions.

2.2 The confirmation stage sets out the final details of your order. Following this, we will send you an order acknowledgement email detailing the products you have ordered. Please note that this email is not an order confirmation or order acceptance from us.

2.3 Once we have received your order we will check the necessary information such as stock levels and pricing. Acceptance of your order and the completion of the contract between you and us will take place when we dispatch the products ordered, unless we have notified you that we are unable to accept your order, or you have cancelled it.

3. Pricing

3.1 The price you pay is the price displayed on the product page of this website for your specified size(s) at the time we receive your order. All prices are shown in pounds sterling and include VAT at the prevailing rate. Standard delivery charges are included in the displayed price unless expressly stated otherwise.

3.2 While we make every effort to ensure that all prices on our website are accurate, errors may occasionally occur. If we discover a pricing error on goods you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat the order as cancelled. If you cancel and have already paid for the goods, you will receive a full refund.

4. Payment

4.1 Payment is processed securely via Stripe at the time your order is placed. We accept all major credit and debit cards, Apple Pay, Google Pay, Link, and Klarna. By placing an order you authorise us to take payment in full for the goods ordered.

4.2 To ensure that your payment method is not being used without your consent, we may validate your name, address and other personal information against appropriate third-party databases. By accepting these Terms and Conditions you consent to such checks being made. All information provided by you will be treated securely and in accordance with applicable data protection legislation.

4.3 Ownership of any products you order shall pass to you upon delivery, provided that we have received payment in full for the products.

4.4 For Klarna purchases, separate terms and conditions issued by Klarna apply. Please refer to Klarna's terms at the point of checkout.

5. Delivery

5.1 We offer free next-day delivery on orders placed before our daily cut-off time, to addresses across the United Kingdom. Delivery to certain areas, including but not limited to the Scottish Highlands, Islands, and other remote postcodes, may take a little longer than standard. We will keep you informed of any anticipated delays.

5.2 Delivery timescales are estimates only. We make every effort to deliver goods within the estimated timeframe, however delays are occasionally unavoidable due to unforeseen factors. We are not liable for any loss or inconvenience caused by delivery outside the estimated timescale, and deliveries of multiple items may arrive separately.

5.3 All goods must be signed for by an adult aged 18 years or over upon delivery. Risk of loss and damage passes to you on the date the products are delivered, or the date the first delivery attempt is made.

5.4 In most cases delivery is to your external front door or nearest ground floor access point. Our drivers may not be able to carry goods up flights of stairs. In some circumstances the driver may require assistance with larger or heavier items; it is the customer's responsibility to ensure sufficient assistance is available at the point of delivery.

5.5 We strongly recommend that you do not book a fitter or installer until you have received and thoroughly checked your order. We are not liable for any fitting costs, installation charges, or lost wages arising from delivery issues or product faults.

6. Free Samples

6.1 We offer up to five (5) free samples per order. Samples are provided for personal use only to help you assess colour, texture, and quality at home, and must not be used for commercial purposes.

6.2 If you wish to return a sample, you are welcome to do so at your own cost. Samples are not required to be returned.

7. Returns, Cancellations and Substitutions

7.1 You have the right to cancel and return eligible items within 30 days of receiving your order, in accordance with the Consumer Contracts Regulations 2013. You are responsible for the cost of returning items to us. All items must be returned in the same condition and packaging in which they were received.

7.2 Bespoke and cut-to-size products are excluded from our standard returns policy, as these items are made or cut to your specific requirements. These products are non-returnable and non-refundable unless they are faulty. In the event of a fault, photographic evidence must be provided before the goods are cut or fitted, and the product must not have been installed. We reserve the right to request such evidence before arranging a replacement or refund.

7.3 In the unlikely event that you receive damaged or faulty goods, please contact us as soon as possible and before cutting or fitting the item(s). We will arrange collection and replacement of confirmed faulty goods. We are unable to accept responsibility for faults discovered after goods have been cut, fitted, or otherwise altered.

7.4 Sometimes product specifications from our suppliers may change, in which case we will do our best to offer a suitable alternative of the same or better quality at the same price. If you are not satisfied with the replacement you may return it in accordance with our returns policy above.

7.5 To initiate a return or report a fault, please contact us at [email protected] or call 0151 332 1354.

8. Flooring-Specific Conditions

8.1 When you receive your order, please remove all packaging and thoroughly check the item(s) before booking a fitter, to ensure the correct quality, size, pattern and colour has been delivered and that the goods are free from damage or defects. Once goods have been cut and/or fitted, they cannot be returned or exchanged, and we cannot be held responsible for any associated costs.

8.2 Please note that packaging and the product itself may contain staples or sharp objects. Please ensure that you or your fitter check the product thoroughly and remove all packaging with care before installation. Sotto cannot be held liable for any injuries sustained where products have been installed without being thoroughly checked prior to or during the installation process.

8.3 We are unable to guarantee an exact colour match across different rolls or batches. If an exact colour match is required, particularly when ordering at different times or in different widths, please contact us prior to placing your order and we will do everything we can to assist.

8.4 Pile carpets, particularly plain colours, may be subject to shading after use. This is an inherent characteristic of pile fabrics caused by the compression of fibres during normal wear, and does not constitute a manufacturing fault. Similarly, light-coloured carpets may show soiling with wear; this too is an inherent feature of the product.

8.5 All dimensions are supplied in accordance with applicable British Standards, with a tolerance of +/- 1.25% in width and/or length.

9. Intellectual Property

9.1 All copyright, trademarks, and other intellectual property rights in the materials and content on this website are owned by or licensed to Sotto Home Limited. You may use this material only as expressly authorised by us.

9.2 The content on this website is made available for your personal, non-commercial use only. You may not copy, reproduce, transmit, publish, display, distribute, commercially exploit, or create derivative works from any material or content on this website without our prior written consent.

10. Liability and Indemnity

10.1 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraudulent misrepresentation, or any other liability which cannot be excluded or limited under applicable law.

10.2 Subject to clause 10.1, we make no representation or warranty that the website will be timely, uninterrupted or error-free, or that defects will be corrected. We accept no liability for any loss of content or material uploaded or transmitted through the website.

10.3 Subject to clause 10.1, we will not be liable in contract, tort (including negligence), or otherwise for any economic losses (including loss of revenue, profit, contracts, business, or anticipated savings), loss of goodwill or reputation, or any special or indirect losses arising out of or in connection with these Terms and Conditions.

10.4 Subject to clause 10.1, our aggregate liability to you shall not exceed the amount paid by you for the product(s) in respect of any one incident or series of incidents attributable to the same cause.

10.5 These Terms do not affect your statutory rights as a consumer.

11. Miscellaneous

11.1 These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising from these Terms will be resolved exclusively in the courts of England and Wales.

11.2 We shall not be liable for any failure to deliver products or perform our obligations where this is caused wholly or partly, directly or indirectly, by circumstances beyond our reasonable control.

11.3 We may provide links to third-party websites for your convenience. We are not responsible for the content, privacy practices, or availability of those websites.

11.4 You may not assign or sub-contract any of your rights or obligations under these Terms and Conditions to any third party without our prior written consent.

11.5 If any provision of these Terms and Conditions is held to be invalid or unenforceable in whole or in part, the remaining provisions shall continue in full force and effect.

11.6 These Terms and Conditions, together with our Privacy Policy, constitute the entire agreement between you and Sotto Home Limited in relation to your use of this website.

Contact Us

If you have any questions about these Terms and Conditions, please contact us:

Sotto Home Limited
3.10 The Plaza, St Paul's Square, Old Hall Street
Liverpool, L3 9QJ
United Kingdom

Email: [email protected]
Phone: 0151 332 1354
Opening Hours: Monday to Friday, 8am-6pm | Saturday & Sunday, 9am-6pm

Registered in England and Wales. Company number: 17006701. VAT number: 513416326.