Help UK

Our teams, consisting of over 50 people, search for trendy and stylish decor and design products that we offer at factory prices!

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.

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.