Terms.

These Terms and Conditions of Trading (“Agreement”) apply to all online sales between Regalia Floors trading as A Step Up Flooring Ltd and our partners (“us/we/our”) and the Customer (“you/your”) in relation to all sales of goods and services.

Returns policy

We naturally want to ensure you are completely happy with your purchase. Our returns policy is 30 days upon receipt for a full refund or exchange - provided that the item is returned complete and in original condition*. Regalia Floors will cover the cost of return shipping within the UK but original delivery cost will not be refunded.

To return an item, you must first contact us. We will then arrange for a courier to collect the item from you.

It is recommended that you keep the original packaging in order to make returning items easier.

*Please note: Returns are not possible on any Custom or Bespoke items you have ordered online as these are specially commissioned items tailor-made to your specifications. To avoid disappointment, please check whether an item is returnable before ordering. For security reasons we can only make refunds to the original payment method you used to place your order. Once the item has been returned to us, it typically takes between 3-5 working days for the return to be processed and the money to show in your account.

Delivery times and charges

Deliveries to mainland UK addresses will be included within the quotation. With custom-made / bespoke items please allow for several weeks’ lead time and shipping before placing a firm order. We will advise you to the best of our ability a confirmed date for delivery.

We will deliver to most national and international destinations. We will calculate the delivery within the quotation.

Timing of delivery is not included within this Agreement. We will not be liable for any direct or indirect loss of profits or other financial losses or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of the reasonable control of Regalia Floors or delay due to any reasonable rescheduling of delivery.

Custom / bespoke products

Due to the handcrafted nature of our products, the final colour, texture and dimensions may differ slightly from those specified. All custom / bespoke items are non-returnable as they are commission-made directly to your specifications.

Please note larger sizes may take longer to make than our standard lead times.

Payment

We accept Mastercard, Visa, Visa Debit, Maestro, Paypal, Apple Pay, Google Pay and Bank Transfer. All payments are made securely online and your credit card details will not be saved.

Placing an order

By placing an order with us you are deemed to have read, understood and agreed to these Terms & Conditions. If you are unhappy with or unclear about any aspect of these terms, please contact us before placing an order.

Telephone calls to and from Regalia Floors may be recorded or monitored as part of our efforts to further improve service to our customers. Phone and data rates apply. Charges may vary depending on your BT landline, Mobile Providers and other Networks.

By placing an order on this website, you are making an offer to Regalia Floors to purchase the goods detailed in your order upon the terms described in your order. Once you have placed an order, we will send you a confirmation that your order has been received. This is not a confirmation that your offer to purchase the goods has been accepted. A contract between you and Regalia Floors for the sale of our products will only exist once an order has been accepted and processed. This does not affect your statutory rights.

Prices and availability of goods are subject to change without notice. A delivery charge will be added to your order value where appropriate. Please see our Delivery & Returns policy.

All delivery dates and lead times are only estimates and subject to change from time to time. We accept no liability for any loss or damage (whether direct or indirect) if delivery takes place at any time other than the estimated date for delivery.

Receipt of order confirmation

You will receive an order receipt confirmation email as soon as you have placed an order. Please keep it in a safe place as we may ask you for information from it in any correspondence.  If you do not receive this email please contact us, so that we may investigate and confirm that your order has been placed successfully. 

Shipping to a different delivery address

We can arrange delivery of your order to an address that is different to your credit or debit card billing address but, if you have not purchased from us before, we may contact you before we process your order to verify that your credit or debit card is not being used fraudulently.

Product description

We take every care to ensure that the description and specification of our products are precise. However, specifications and descriptions of products on this website are intended only to give a general description of the products. Also, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software, laptop, mobile, computer system etc used to view the products.

Product size and colour

All of our products are handmade, and rugs can vary in size by up to 10cm in width or length from the size shown. Likewise, although quality dyes are used for best accuracy, colours can vary slightly from rug to rug. This is normal and, by placing an order via this website, you confirm your understanding and acceptance of this. If you require a rug of a specific size please contact us as well as for other changes such as colours, materials, or shapes.

Yarn tuft box

A Yarn Tuft Box is the best way to see an indication of the colours of your chosen design. Each box contains small swatches of wool, which the rug will be matched to. Viewing the yarn from the side of this yarn box (i.e. looking into the ends of the yarn) helps simulate cut pile wool. Due to the hand-crafted nature of our products, the actual colour and surface texture may differ slightly from this yarn card. As with all raw materials and natural fibres, minor differences are inevitable. These should not be interpreted as defective, more that they are naturally a reflection of the hand-crafted nature of the product.

Force majeure

Our performance of any part of a contract with you is subject to variation or cancellation and the grant of an extension of time from any cause arising from an Act of God, war, strikes, lock-outs, flood, drought, pandemic or other cause of any nature whatsoever beyond our control or owing to inability and time to procure materials, labour or any articles at all and you agree to accept increased prices for the products due to any of the aforesaid reasons. In all circumstances time is not of the essence of the contract. 

Data protection

Regalia Floors is a registered data controller in accordance with the Data Protection Act 1998 (‘the Act’). We process your personal data in accordance with this Act. We are ICO Registered and our number is ZB718293.

Applicable law

We own, control and operate the web site from our offices within Wales, UK. Accordingly, the laws of England & Wales govern claims relating to, including the use of the web site and the materials contained therein. If you choose to access our website from outside of the UK you do so of your own volition and you hereby agree that in the event of a dispute between Regalia Floors and you the laws of England and Wales will apply at all times.

Regalia Floors is a trading name of A Step Up Flooring Ltd registered in Cardiff at Companies House. Company No: 15232184.

Registered Address: Brigantine Place, 8 Raleigh Walk, Cardiff CF10 4LN

Title and risk

We retain ownership of any products ordered until we have received full payment for such products.

Complaints procedure

If you have any queries, issues or complaints in relation to any products purchased from Regalia Floors, contact us at office@regaliafloors.com. If after following our internal complaints procedure you still feel that we have not satisfactorily resolved your complaint, then you can access the UK Government;s Small Claims Court: https://www.gov.uk/make-court-claim-for-money