1. Order Cancellation / Returns / Refunds

    1. For custom and made-to-order rugs, once a deposit has been paid and production has started unless there is a fault with the rug the rug is non-returnable and non-refundable.

    2. For in-stock rugs, we will honour a refund within 14 days of receiving the rug.

    3. If a rug has been altered in any way i.e. reshaped, cut to size, inset or floor boxes, this would be considered a custom rug order, therefore custom rug terms apply and is non-refundable.

    4. When returning goods please ensure they are well packaged. If goods are returned in used, dirty or damaged condition no refund can be issued.

    5. You are responsible for return postage costs. As a guideline, an average size rug can be returned via a door to door courier (eg. DHL) in the UK.

    6. Please include your name or order number on the outside of the packaging to enable us to identify and refund your order.

    7. Please contact us for returns on international orders. For international order we are not able to refund customs and duties. It is the responsibility of the customer to get in touch with local customs to request a refund.

    8. Any samples ordered must be returned within 30 days from the date received. If a sample has been kept for more than this time frame without prior agreement, the sample deposit paid will not be refunded.

Return Address:

FLOOR_STORY at Cairo Studios,

4 Nile Street,



N1 7RF

  1. Exchanges

    1. Please contact us if you are wanting to exchange a rug via [email protected], with your four digit order number in the subject of the email.

    2. If you would like to exchange your order please follow our normal returns procedure above. Once we have received your return we will email you to confirm on how you would like to proceed with your exchange.

    3. Your credit will be valid for a period of a year from the date of return.

  2. Damaged / Faulty Merchandise

    1. Any faulty merchandise must be reported to FLOOR_STORY Ltd within 7 days of receipt. All claims must be requested in writing and require manufacturer approval. Following an investigation and where appropriate, FLOOR_STORY will provide a like for like replacement free of charge.

    2. Once cut or installed, rugs with defects/damages will not be accepted for return.

  3. Delivery Times & Charges

    1. For UK deliveries made through our website, a standard delivery charge is quoted.

    2. For large orders delivery will need to be quoted separately.

    3. Overseas delivery charges will be applied at checkout. Large orders will also require a separate quotation which we will be happy to provide.

    4. We can also provide stain treatment, underlay and install on request.

    5. FLOOR_STORY is not responsible for any shipping delays outside of its control and no compensation will be made for any costs incurred for delayed rugs.

  4. VAT and Duties

    1. The standard rate of VAT (20%) will be charged on all invoices inside the UK

    2. All countries outside of the UK will not be charged VAT on our invoices as they will be required to pay their own VAT rate and duty on import. FLOOR_STORY cannot pre pay this. It is your responsibility to check the amount expected to be paid for any customs, taxes, handling etc.

    3. Refusing goods for any reason will be at your own risk and does not mean that you will be refunded for the goods.

    4. Any extra charges relating to rugs being returned will be charged back to the customer.

  5. Complaints & Feedback

  1. If you would like to give a feedback or a complaint about any aspect of your experience of buying from FLOOR_STORY, please email [email protected]