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Ordering

Placing an order


Once you have submitted your order, you will be taken to the order confirmation page which you can print for your records. You will also receive an e-mail confirmation, usually within minutes. Please check that all details are correct. If not please contact us immediately.

All flump products are made to order in our UK based factory. We aim to dispatch your product(s) within 7-10 working days of your order being placed.

Is VAT included in the price?


All prices given on Flump Living include VAT unless otherwise stated. No discount will be given on products where VAT is not chargeable. Flump Living reserves the right to amend our prices to reflect any changes in VAT that may occur.

Cancelling an order


Under the Consumer Protection (distance selling) Regulations 2000, you have a statutory right (exercisable up to and including the seventh working day after the day of delivery), to cancel your order for any reason and receive a full refund.

How can I cancel my order?


You can cancel your order at any point up to the completion and shipment of your order. Please contact us via our Contact Form or email us at: hello@flumpliving.com within 24 hours and we will confirm cancellation. Please make sure you include your full name, your order number, and a clear declaration that you wish to cancel the order in your message to us.

If your order has already shipped, you can return your purchase to us in accordance with our return policy described below.

Payment

Payment methods


We accept online payment in a secure environment by credit card and Paypal. We currently accept Visa Credit/Debit, MasterCard, Maestro, Delta, and Switch. All transactions are shown in UK £ sterling.

Please note that we only accept credit cards from countries where we ship.

For your safety and security we require you to enter your Card Verification Number (CVN) when paying by Credit Card.

We use a simple and secure payment gateway service via Sage Pay, so you can shop with us safe in knowledge that your transactions are 100% secure.

At this moment in time we are currently unable to accept cash, cheques or postal orders.

Can I pay by invoice?


No, unfortunately not at this time.

Order Problems

Why has my payment been declined?


Card payments can be declined for a variety of reasons:

  • Is your card out of date?
  • Have you entered your details correctly?
  • Did you enter your credit card's correct three-digit CVC code on the back?

If the problem persists please contact your bank or credit card issuer.

What do I do if I haven't received my order?


Packages sent via regular postal service do not carry tracking numbers so cannot be tracked once they have left us.

Please can we ask that you allow 5 business days for an order being delivered within the UK, 10 business days for an order being delivered within Europe and 15 business days for an order being delivered to any other country, before contacting us to advise that you have not received your item.

Orders that are returned to us due to an incomplete or incorrect address provided will not be returned to you and will only be re-sent at your expense. Additionally orders that are abandoned by you for any reason will not be returned to you and will only be re-sent at your expense.

Discount/Gift Cards Codes

I forgot to use my promotion code?


Unfortunately, we are unable to apply any discounts after your order has been placed on site.

I cannot apply a promotion code?


If you are experiencing problems when trying to apply a promotion code on the check out page please contact us via our Contact Form prior to placing your order and we will assist you as quickly as possible.

Shipping & Delivery

When will my order ship?

Once received, your order is sent straight to our on-site manufacturing team. All of our products are made to order in 7-10 working days.


We will then notify you when your order has been shipped and provide you with your tracking number.

Your order will be shipped by tracked DPD courier, this will cost £5.00 and is tracked unless the value of the order is over £100.00 which is free tracked delivery.

Can I track my order?


Yes, you can.  Once your order is dispatched, you will receive an email and text message with your tracking number for DPD - please check your junk mail folder for this! 

If you want to track the progress of your order please email hello@flumpliving.com

International orders


We unfortunately do not ship outside of the UK at present.


If an item is sent to an address that you specified when ordering which turns out to be incorrect, we are not liable if this item does not reach you. Any orders placed over the weekend or on a bank holiday will not be processed until the next working day.

Is VAT included in the price?


All prices given on flumpliving.com include VAT unless otherwise stated. No discount will be given on products where VAT is not chargeable. Flump Living reserves the right to amend our prices to reflect any changes in VAT that may occur.

Returns

Return of unused goods


Please see below for instructions on how to return your items. 

Your flump product(s) are made to order, however, we do accept returns in the event you change your mind. We can only accept products for a return if they are unused, in the original packaging (including all labels and tags intact) and in a re-saleable condition. All item(s) must then be returned within 30 days of delivery date.

Please be advised we DO NOT accept hand delivered returns, our warehouse is strictly not open/accessible to the general public.

Unfortunately we do not currently offer an exchange service, you will need to return your item and place new order.

Return postage costs must be covered by the customer and we strongly advise to use a tracked delivery service when returning parcels to us as, if we do not have proof that products have been received back with us, a refund may not be possible.

Any postage costs from your original order will not be refunded.

Please allow up to 14 working days from the date your return parcel is received back at Flump Living for your refund or exchange to be processed.

Please remember to include a note with the parcel stating your order number and send the product(s) to:

Flump Living
Unit L3
Intersect 19
Tyne Tunnel Trading Estate
North Shields
NE29 7UT

If you have any further questions, you can contact our Customer Service team on

hello@flumpliving.com

0191 605 3276

 

 

Returns of faulty, incorrect or sub-standard products


In the unlikely event your item(s) are faulty/incorrect, in the first instance, please contact our Customer Service Team via hello@flumpliving.com.  We will endeavour to have your issue resolved without delay.

Conformity of goods


We take every care to ensure that the description and specification of our products are correct at the time of going to press. However, 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 or computer system used by you.

Communication

Communication with us


We will attempt to communicate with mail order customers by email. All relevant information about your order will be sent to the email address you have provided to us.