We wanted to order a sofa to ship abroad, we had seen online that sometimes their stuff arrives damaged so we asked our sales assistant what would be the case in that situation and she said it would still be under guarantee. Lo and behold we opened up the sofa from its original packaging and it has a prominent tear on one of the arms. We contacted Dwell who said they since it is abroad it is not under guarantee and they steadfastly refused to offer any compensation for its repair. Basically trust the reviews that the stuff comes damaged, and don't expect anything from the customer service team who just repeat the fact that the terms exclude it from guarantee.