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Terms & Conditions

Making a purchase

To purchase simply view any design from our collection and specify your required size for a quote before adding it to your shopping cart.

Ordering online at Floor Couture is 100% secure as all credit card transactions are processed by our partner, Worldpay - the UK's largest credit card billing company. Online payments can be accepted 24 hours a day, 7 days a week. Alternatively, payments can be made via Paypal or over the telephone with a customer service representative (Mon-Fri 9am-4.00pm GMT)


Orders not in stock

In the unlikely event that your order is out of stock, you will either be emailed or called with the option to cancel or change the item. We will endeavour to fulfil all orders as quickly as possible, but please bear in mind that by the nature of this product certain ranges can take up to 4 weeks to re-stock.


Damages in delivery

Due to the nature of our products, all damages must be reported on delivery of goods. In the unlikely event that this occurs sign for goods as "DAMAGED". If in the event goods cannot be checked upon delivery goods must be signed for as "UNCHECKED". Please contact us immediately. Goods must be returned in there original packaging. You are entitled to either an exchange or full refund. If you have not signed for the goods as damaged or unchecked no refund will be given.


Errors in delivery

All order errors must be reported on delivery of goods. If in the event goods cannot be checked upon delivery goods must be signed as unchecked. In the unlikely event that this occurs please contact us immediately. Goods must be returned in there original packaging and as new. Refunds will be made within 5 working days.


Imperfections

Our floorcoverings are 100% natural. These materials by their very nature are prone to minor imperfections so please aware of this.


Cancellations, Returns and Faults

Any cancellations to internet placed orders will be charged an admin fee of £8. You have seven days from receipt of goods in which to inform us of returns for any reason, including faults. This must be done by email within this period to ensure you have proof that your order is within our seven day returns policy. Our email address is info@floorcouture.co.uk

The cost of returning goods other than faulty or errors will be paid for by the customer, this costs £23.50, per pickup attempt. All returns must be packaged as received or a full refund will not be given. We will arrange collection. Refunds will be processed within 5 working days after goods have been returned to us.

Credit Card Security

We use Worldpay and Paypal for the processing of all credit and debit card payments. They take responsibility for capturing and storing card details on their secure servers using 128 bit secure sockets layer technology and always ensure that this information is held with the very high levels of security you would expect from major financial services companies.


Colour and Images

Due to the nature of monitor set up, colours may vary slightly. Every effort has been made to reflect the true colours of our products.


Complaints

It is our policy to provide the highest level of service to our customers. If you have a complaint please direct it to our customer service department at info@floorcouture.co.uk - we will contact you within 5 days with a response.


Remittance Terms

Payment in full is required before any goods are despatched. All invoices include VAT at the standard rate and delivery.


Confidentiality

Customer details are strictly confidential and are protected within the current Data Protection Act. We do not disclose any information to third parties. Click here for more details of our privacy policy.