Returning my order
If you are not satisfied with the items received, you have a period of fourteen (14) working days from receipt of your order to return them in their original state, fit for resale. To facilitate the return process, we suggest contacting our Customer Service to obtain a return number.
You can get this return number faster by logging into "My Account" and selecting your order. Click on the "Register a return" tab. An email containing our return address and a return number will be sent.
Products must be returned:
In their original condition and packaging to the address provided by Customer Service.
In a new and fit for resale condition.
With all their accessories.
To ensure prompt processing of your return, remember to include the return email sent to you by our Customer Service in your return package. If you cannot print, please write your order number, return authorization number as well as the codes of the products you are returning on a piece of paper.
Costs and risks associated with returning your package are your own responsibility. Therefore, you must ensure that you keep all proof of this return.
We advise you to return items by registered mail using recorded shipping, Colissimo or by any other means from which you can get proof of the return. Any supporting evidence must contain the following information: destination address, date of shipment and tracking number.
Item does not match description
If you have received a damaged or defective item, or it does not match what you ordered, we are truly sorry. You have a period of twenty four (24) hours of receiving your order to contact our Customer Service to tell us about this situation. An advisor will tell you what to do.
We recommend the following steps to see if your order is incomplete:
First, make sure your item has been ordered by checking your order confirmation email or by referring to the details of your order displayed in "My Account / My Orders" section.
Consult the packing slip attached to your package. If the quantity shipped does not match the quantity ordered, the item can be:
dispatched in another package that you will receive shortly.
unavailable, the refund will be made within the next 30 days.
cancelled, if you have requested so.
Check once more the details of your missing item on your packing slip. If the quantity shipped is not the quantity ordered, please contact our Customer Service.
PrivateFloor will refund you within a maximum of 30 working days from the date of receipt of the package in its original condition. A refund confirmation email will be sent. We will refund via the payment method used when placing your order..
Refunding an order containing a voucher
When an order contains a voucher, the voucher is applied to all items ordered in proportion to their respective value. For this reason, the value of an associated voucher is deducted from the refund of a product.
How do I return an unsatisfactory item?
If you are not satisfied with the items received which is not made to order, you have a period of fourteen (14) working days from receipt of your order to return them in their original condition and packaging. For better processing of your return, we invite you to contact our Customer Service to obtain a return number.