Terms & Conditions

Where to find information about Flair and our products

You can find everything you need to know about us, and our products, on our website Flairrugs.com, or from our sales team before you order. We also confirm the key information to you in writing after you order, either by email, in your online account or on paper.

We only accept orders when we’ve checked them

We contact you to confirm we’ve received your order and we accept it when we dispatch or supply the product to you.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas, as stated on our website or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when you order

However, for some products we take payment at regular intervals, as explained to you during the order process. You will own the product ordered once we have received payment in full.

We are not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we will not compensate you for the delay, but you can contact our Customer Service Team at [email protected] to end the contract and receive a refund for any products you have paid for in advance, but not received.

Products can vary slightly from their pictures

A product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different. Because many of our products are handmade, all sizes, weights, capacities, dimensions, and measurements indicated on our website can be out by up to 2%.

We charge you if you do not give us information we need

We charge you additional sums if you do not give us information, we have asked for about how we can access your property for delivery. For example, we might need to re-deliver.

You have a legal right to change your mind plus extra rights under our guarantee

Your legal right to change your mind. For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

When you can’t change your mind. You can’t change your mind about an order for:

  • products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
  • goods that are made to your specifications or are clearly personalised; and
  • goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind. If you change your mind about a product, you must let us know no later than 30 days after the day, we deliver your product. If the products are split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team at [email protected]

You have to return the product at your own cost. You must confirm to us within 30 days of delivery of the product that you have changed your mind. Returns are free. Enclosed with each order is a free returns label and you need to email [email protected] to request the return of the product. Our Customer Service Team will arrange the collection of the product from your home.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.

When and how we refund you
If your product has not been delivered or that we are collecting from you, we refund you as soon as possible and within 14 days of you telling us you have changed your mind. If your product is goods that you are sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you have sent them to us). We refund you by the method you used for payment. We do not charge a fee for the refund.

You have rights if there is something wrong with your product
If you think there is something wrong with your product, you must contact our Customer Service Team at [email protected]

We can suspend supply (and you have rights if we do)

We can suspend the supply of a product. We do this to:

  • deal with technical problems or make minor technical changes;
  • update the product to reflect changes in relevant laws and regulatory requirements; or
  • make changes to the product.

We will let you know; we may adjust the price and may allow you to terminate. We contact you in advance to tell you we are suspending supply unless the problem is urgent or an emergency. If we suspend then we adjust the price, so you do not pay for it while its suspended. If we suspend supply, or tell you we are going to suspend supply, for more than four weeks you can contact our Customer Service Team at [email protected] to end the contract and we will refund any sums you have paid in advance for products you will not receive.

We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us if you do not, within a reasonable time allow us to deliver the product.

We use your personal data as set out in our Privacy Notice.

You have options for resolving disputes with us  

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We will tell you in writing if this happens and we will ensure that the transfer won’t affect your rights under the contract.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you are not allowed to, but that does not mean we cannot do it later.

Get in touch

Have a question or want to find out more about
our rugs or services?

Email: [email protected]

Telephone: UK 03300 539 197    EU +44 3300 539197

Hours: Monday – Friday 8:30AM – 5PM CET