Return Policy
Last Updated:
At Flameoacraft, we are committed to your satisfaction with our interior styling services and any products we help you source. This Return Policy outlines our policies regarding returns, exchanges, and refunds. Please read this policy carefully before engaging our services or making any purchases.
1. Overview
We understand that selecting furniture, art, and decor for your home is a significant investment, both financially and emotionally. Our goal is to ensure you are completely satisfied with our services and the items we help you acquire.
This policy applies to consultation services, styling services, and any physical products sourced through our recommendations. Different terms may apply depending on the nature of the service or product, as detailed below.
We encourage you to communicate openly with us throughout the styling process. If you have concerns about any aspect of our service or recommended items, please contact us immediately so we can address the issue promptly.
2. Consultation Services
Initial Consultations: We offer initial consultation sessions to discuss your interior styling needs, assess your space, and develop a preliminary design direction. If you are not satisfied with your initial consultation, please notify us within 48 hours, and we will work with you to address your concerns or provide an alternative approach.
Ongoing Services: For ongoing styling projects, we work collaboratively with you throughout the process. If at any point you wish to pause or discontinue services, please provide written notice. We will invoice you for services rendered up to the date of discontinuation.
Service Modifications: We understand that design preferences can evolve. If you wish to modify the scope or direction of your project, we are happy to accommodate changes. Additional fees may apply for significant scope changes that require substantial additional work.
Cancellation Policy: If you need to cancel a scheduled consultation or appointment, please provide at least 24 hours notice. Cancellations made with less than 24 hours notice may be subject to a cancellation fee equivalent to 50% of the scheduled session fee.
3. Product Returns and Exchanges
When we assist you in sourcing furniture, art, or decor items, the return and exchange policies of the individual suppliers and manufacturers apply. We work with reputable suppliers who generally offer fair return policies, but specific terms vary by vendor.
3.1 Furniture Returns
Inspection Period: We recommend thoroughly inspecting all furniture upon delivery. Most furniture suppliers allow returns within 14 to 30 days of delivery, provided the items are unused, undamaged, and in their original packaging.
Custom and Made-to-Order Items: Custom furniture pieces, special orders, and items made to your specifications are typically non-returnable and non-refundable. We will clearly communicate this before you commit to any custom orders.
Damaged or Defective Items: If furniture arrives damaged or defective, notify us and the supplier immediately. Most suppliers will arrange for repair, replacement, or refund of damaged items. We will assist you in coordinating with the supplier to resolve the issue.
Return Shipping: Return shipping costs are typically the responsibility of the customer unless the item is damaged, defective, or was shipped in error. Some suppliers offer free return shipping, which we will communicate to you at the time of purchase.
3.2 Art and Decor Returns
Art Pieces: Original artwork and limited edition prints may have specific return policies set by the artist or gallery. We will inform you of these policies before purchase. Generally, art must be returned in its original condition within a specified timeframe.
Decor Items: Smaller decor items such as vases, textiles, and accessories typically follow standard retail return policies. Items must be unused, in original condition, and returned within 14 to 30 days with proof of purchase.
Final Sale Items: Some decor items, particularly those purchased at a discount or during special promotions, may be marked as final sale and are not eligible for return or exchange.
4. Refund Process
Refund Timeline: Once a return is approved and the item is received by the supplier in acceptable condition, refunds are typically processed within 7 to 14 business days. The refund will be issued to the original payment method used for the purchase.
Partial Refunds: In some cases, partial refunds may be issued for items that are returned but show signs of use, minor damage, or are missing components. The amount of the partial refund will be determined based on the condition of the item.
Restocking Fees: Some suppliers may charge restocking fees for returned items, typically ranging from 10% to 25% of the purchase price. We will inform you of any applicable restocking fees before you initiate a return.
Non-Refundable Costs: Certain costs are non-refundable, including original shipping charges, return shipping fees (unless the return is due to our error or a defective product), and any customization or personalization fees.
5. Exchange Policy
If you wish to exchange an item for a different size, color, or style, we will work with the supplier to facilitate the exchange. Exchanges are subject to product availability and the supplier's exchange policy.
Exchange Process: To initiate an exchange, contact us with your order details and the item you wish to exchange. We will coordinate with the supplier to arrange the exchange and inform you of any price differences or additional shipping costs.
Price Adjustments: If the replacement item has a different price than the original item, you will be charged for any price increase or refunded for any price decrease, minus any applicable fees.
Exchange Timeframe: Exchanges must typically be requested within the same timeframe as returns (14 to 30 days, depending on the supplier). The original item must be returned in acceptable condition before the replacement item is shipped.
6. Conditions for Returns
To be eligible for a return or exchange, items must meet the following conditions:
Timeframe: Return requests must be initiated within the specified return period, which varies by supplier but is typically 14 to 30 days from the date of delivery.
Condition: Items must be unused, undamaged, and in their original condition. They must be returned in their original packaging with all tags, labels, and accessories intact.
Proof of Purchase: You must provide proof of purchase, such as an order confirmation, receipt, or invoice.
Authorization: All returns must be authorized in advance. Do not return items without first contacting us or the supplier to obtain a return authorization number and instructions.
Hygiene and Safety: For hygiene and safety reasons, certain items such as mattresses, pillows, and upholstered items may have specific return restrictions or may not be returnable once opened.
7. Non-Returnable Items
The following items are generally not eligible for return or refund:
Custom-made or personalized items designed specifically for you; items marked as final sale or clearance; gift cards or vouchers; digital products or downloadable content; items that have been used, assembled, or installed; items returned without authorization or after the return period has expired.
We will clearly communicate if any items you are considering fall into these non-returnable categories before you make a purchase decision.
8. Damaged or Defective Items
If you receive an item that is damaged, defective, or not as described, please contact us immediately with photos and a description of the issue. We will work with you and the supplier to resolve the problem as quickly as possible.
Reporting Damage: Damage must be reported within 48 hours of delivery. Please inspect all items carefully upon receipt and document any damage with photographs.
Resolution Options: Depending on the nature of the issue, we may offer a replacement, repair, partial refund, or full refund. In cases of significant damage or defects, we will arrange for the item to be picked up at no cost to you.
Shipping Damage: If an item is damaged during shipping, the carrier may require an inspection or documentation. We will assist you in filing any necessary claims with the shipping company.
9. Service Satisfaction Guarantee
Your satisfaction with our styling services is our priority. If you are not satisfied with any aspect of our service, please communicate your concerns to us as soon as possible.
Service Adjustments: We will make reasonable efforts to address your concerns and adjust our approach to better meet your expectations. This may include revising design concepts, providing additional consultations, or modifying our recommendations.
Service Refunds: In rare cases where we are unable to meet your expectations despite our best efforts, we may offer a partial or full refund of service fees. Such decisions are made on a case-by-case basis and require documentation of the issues and our attempts to resolve them.
10. How to Initiate a Return
To initiate a return or exchange, please follow these steps:
Step 1: Contact us within the applicable return period by phone or email with your order details and the reason for the return.
Step 2: We will review your request and, if approved, provide you with a return authorization number and detailed return instructions.
Step 3: Carefully package the item in its original packaging, including all accessories, manuals, and components. Include the return authorization number on the outside of the package.
Step 4: Ship the item to the address provided in the return instructions. We recommend using a trackable shipping method and purchasing shipping insurance for valuable items.
Step 5: Once the return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed according to the timeline specified in this policy.
11. International Orders
For international orders, additional considerations apply:
Return Shipping: Customers are responsible for return shipping costs for international orders, which can be substantial. We recommend carefully considering your purchase before ordering internationally.
Customs and Duties: Any customs duties, taxes, or fees incurred during the original shipment or return shipment are the responsibility of the customer and are non-refundable.
Extended Timeframes: International returns may take longer to process due to shipping times and customs clearance. Please allow additional time for international return processing.
12. Contact Us
If you have questions about our Return Policy or need to initiate a return or exchange, please contact us:
Flameoacraft
Eagle House, 163 City Road
London, EC1V 1NR
United Kingdom
Phone: +44 20 8004 3425
Email: support@flameoacraft.world
Our team is here to assist you and ensure your complete satisfaction with our services and products. We aim to respond to all return inquiries within one business day.
13. Policy Updates
We reserve the right to update or modify this Return Policy at any time. Changes will be effective immediately upon posting to our website. We will update the "Last Updated" date at the top of this page to reflect the date of the most recent changes.
We encourage you to review this policy periodically to stay informed of any updates. Your continued use of our services following the posting of changes constitutes your acceptance of those changes.