Help

Our team of over 50 people look for products from leading brands, designer products, trendy and fashionable products, unusual items, and many more. Then we offer them to you at purchase price without applying any additional margin*! Fashion for men, women, children, fashion accessories, furniture, electrical appliances, cosmetics, linen and home equipment, decoration, unusual items and many more. We can offer you all the product categories you can think of.

The 7 Privatefloor guarantees

1. The absolute guarantee of receiving authentic and high-quality products.

2. Privatefloor certifies its factory prices.

3. The guarantee of a secure payment by credit card according to security protocols SSL.

4. The guarantee that your purchase will be delivered quickly, within the time specified on our sales.

5. The guarantee to get all the help you require during your visit to our site: an online interactive chat option allows you to talk directly with a Privatefloor account executive - your private butler at your service.

6. The guarantee of an excellent after-sales service: a customer service that will as quick as possible respond to your queries.

7. The guarantee to be either satisfied or refunded: you have 14 days to return your products. You are refunded 5 days after we receive your original package (excluding bank transaction time).

Changing my details or my password

Change your email address and your password by selecting the "My Account" tab and then selecting the add/edit function available in the "My Information" section. If you have forgotten your password, you can recover it by clicking on the link "Password Forgotten", which is in the "Member Access" window on the front page of Privatefloor. A password recovery window will open and the password will be sent to you by email.

Managing my newsletters

Be informed of upcoming auctions by subscribing to the Privatefloor newsletter. To ensure that you are registered to receive the newsletter you need to do the following: insert and confirm your email address in the "Subscribe to Newsletter" header at the top of each page, which is reserved for this purpose.

How can you offer such competitive prices?

We love designer furniture just as much as our customers. We scoured the globe to find the finest materials at the lowest possible prices, bringing these iconic designs back to the people they were intended for. Great design, available to all.

Are your products really authentic?

Our products are made to the same standard as the originals, but we sell them for up to 90% off the original price. We do premium made reproductions. We believe it is only fair that the everyday person has the chance to enjoy beautifully designed furniture at a price that they can afford. This is why patent design rights are only made available for a limited period. After 10-25 years it is legal in the UK and most of Europe to reproduce classic furniture designs.

Means of payment

Payment is only processed via the internet, by credit card or debit card. When your debit card is used, your bank account is debited within 4-6 days of placing your order. This period may vary depending on the bank. In case of a deferred debit card, the bank account is debited with the amount of the order under the same conditions as the usual debits.

Secure payment

Privatefloor uses the online payment system provided by the Bank . The site is secured by SSL encryption (Secure Socket Layer), signed by Verisign and the Trustwave agency to protect all data related to the payment. The bank data is then transmitted to the bank, which is also secured by SSL encryption.

Means of delivery

For deliveries in the UK, Privatefloor offers the services of several carriers:

• Get your package delivered to the address of your choice. If you are not there to accept the delivery, you can pick up your parcel at your local post office.

• Priority processing of the order.

For any orders shipped outside of Ireland, packages are shipped by GLS or Gefco or any of our other partner carriers.

Areas of delivery

Privatefloor offers deliveries solutions in all the European community countries.

Shipping fees

Shipping fees vary, depending on the carrier:

• Shipping fees are calculated by taking into account the weight of the items contained in the basket and the country of delivery. The minimum charge is £6.30.

Shipping time

The average order processing time is between 5 working days and 4 weeks. After this period, you will have to wait 2-3 more days due to the shipping from our warehouse to your address.

Our order and delivery process: Some of the items are purchased directly from suppliers. Other products are booked for us by our brand partners or ordered from the suppliers after the sale of the item, dependent on the number of placed orders. This allows us to optimize logistics costs and therefore offer you the best prices. The suppliers then ensures delivery of these wholesale orders to the PrivateFloor warehouses. Upon their receipt, the logistics department handles the arrival of this stock and prepares each customer order. In this scenario items are on average shipped 12 to 24 days after ordering. The estimated processing time of an order is based on the product with the longest processing time from the items ordered. Before validating your order, you can see the estimated time of delivery. This information is displayed on the product page and on the "delivery" stage of the payment process.

Status of my order

You can follow the status of your order at any time of the day by visiting “My Account / My Orders” page. Steps of order status:

• In preparation

• In production

• Coming to warehouse

• In warehouse

• Item sent

Upon despatching of your order you will receive an email with the tracking number of your package. You can follow the tracking of your package by clicking on the tracking number. This tracking number will also appear in your account in the "My Orders” section.

Privatefloor will ship your order within the estimated time displayed during validation of the order.

Receiving my order

Parcels are usually delivered within a maximum of 4 weeks from the date the sale ends. If you are not present when the package arrives to the delivery address, a notice will be left from your local post office (or another carrier) in your mailbox. Equipped with proper identification, you can then pick up your parcel from the address indicated on the notice of attempted delivery within two (2) weeks at the latest.

If you are not able to retrieve your package, it will be returned to the PrivateFloor warehouses. We will contact you by email to offer reshipment of your order for a second time. This procedure also applies to packages returned by the carrier as a result of an incorrect delivery address or an unknown recipient. Packages for countries other than France will be returned to stock and you will immediately receive a refund of your entire order.

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.

Our advice

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.

Incomplete order

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.

Refund

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.