Terms and Conditions

  1. Placing an Order

    1. By placing an order with us you will be deemed to have read, understood and agreed to these Terms and Conditions.

  2. Design and Artwork

    1. With all custom / bespoke work we will provide you with CADS which must be checked for size, design, materials, pile heights, construction method, colours and any special notes. Once checked and approved you must complete the sign off sheet. Once signed and returned this is your agreement to proceed with the agreed specification. No amends can be made after signing.

    2. Any design work carried out by FLOOR_STORY remains the IP of FLOOR_STORY, any design work provided by the client remains the IP of the client

    3. We will NOT copy or reproduce anyone else’s designs if providing artwork. We will ask about the origins of the design.

  3. Invoices and Order Confirmation

    1. Production does not start until payment has been made.

    2. Invoices and quotes are valid for 30 days from date of issue unless previously agreed. If not paid within this time we may need to reissue the invoice.

  4. Lead Times

    1. Lead times only start after the project has been signed off and a payment has been made, this does not include design time.

    2. Lead times vary from 12 to 24 weeks, this is dependent on size and the complexity of rug and shipping method. Estimated lead times are given but not guaranteed.

  5. Payment

    1. We accept payment via bank transfer, all fees payable by the client. We also accept most major credit cards.

    2. A minimum of 50% payment is required to start production. Goods will not be shipped until the total balance has been paid.

  6. Product Size, Colours and Fibres

    1. All our custom / bespoke rugs are handmade and as such may have +/-5% tolerance in the colour, weave and size. These are not deemed as ‘faults’ more characteristics of a handmade product. We use the globally recognised ARS colour system but please note colours can differ slightly between batches, this is very normal for hand dyed textiles. We cannot guarantee colours shown on our website are truly representative due to computer screens showing a variance.

    2. Sizes have a +/-5% tolerance due to the stretching and drying of the rugs during production.

  7. 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.

  8. 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.

  9. 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.

  10. 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.

  11. 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.

  12. 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] or call us on 020 7871 3013 where a member of the team will respond to you within 1 business day.