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 anyone else’s designs.

  3. Invoices and Order Confirmation

    1. Once a deposit has been paid, we will start production.

  4. Lead Times

    1. Lead times only start after the project has been signed off and a deposit has been paid and does not include design time.

    2. Lead times vary from 8 to 24 weeks, this is dependent on size and the complexity of rug. 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 50% deposit is required to start production with the balance due prior to shipping. Goods will not be shipped until the final balance has been paid.

  6. Product Size, Colours and Fibres

    1. All our custom / bespoke rugs are handmade and as such may have minor inconsistencies in the colour, weave and size. These are not to 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.

  7. Order Cancellation / Returns / Refunds

    1. Once a deposit has been paid and production has started unless there is a fault with the rug the rug in non-returnable and non-refundable.

  8. 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.

  9. Delivery Times & Charges

    1. A £25.00 delivery charge is applicable to all UK orders. For large custom orders our prices include shipping to our London showroom or warehouse only and delivery will need to be quoted separately.

    2. Overseas delivery charges will be applied at checkout. Custom orders will also require a separate quotation which we will be happy to provide. We can also provide stain treatment, underlay and install on request. 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.

  10. 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. Any goods refused will be at your own risk. Any extra charges relating to rugs being returned will be charged back to the customer.

  11. Covid-19 Delays

    1. As our rugs are made in India and Nepal, we are closely monitoring the COVID-19 situation on a daily basis with our producers in both countries. Any delays caused by COVID-19 are out of our control but please be assured that we will keep you updated on any possible delays to your order.