If you are not completely happy with an item you have purchased from us you can return it for a FULL REFUND*. You must inform us of your intention to return goods within 14 days from the date the order is delivered by emailing firstname.lastname@example.org. You are responsible for return postage costs. As a guideline, an average size rug can be returned via a door to door courier (eg. Transglobal) for approximately £25.00 in the UK.
When returning goods please ensure they are well packaged. If goods are returned in used, dirty or damaged condition no refund can be issued.
Please contact us for returns on international orders.
Please include your name or order number on the outside of the packaging to enable us to identify and refund your order.
Please address all returns to:
FLOOR_STORY AT KENT & LONDON
5 Hackney Road
London E2 7NX
*For rugs marked as 'Available to order' and not 'In stock' there will be a restocking fee on top of the shipping cost. Please email email@example.com for a quote.
*Custom Made or made to order rugs are non-returnable.
*We can not refund upgraded delivery service payments (eg. International, Offshore, Saturday, Before Noon).
* For international order we are not able to refund customs and duties. It is the responsibility of the customer to get in touch with the local customs to request a refund.
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 you have been refunded in full. Then you can simply place a brand new order on our website for the other rug you wish to purchase.