Special Order and Made to Order Products
OVERVIEW
Many of our floors are special order or made to order items. This means they are not held in our standard stock and are cut, batched, or ordered in specifically for you once you place your order.
Because these products are prepared or sourced to meet your individual order, they sit outside our standard returns policy. This page explains how special order products work and what your options are.
What Counts as a Special Order Product
A product is treated as special order or made to order when it is:
- Cut to a length, size, or quantity for your order
- Ordered from our supplier specifically to fulfil your order rather than held in our warehouse
- Supplied from a specific dye lot or batch reserved for you
- Finished, customised, or personalised to your requirements
Where a product is special order, this will be made clear on the product page or confirmed to you before your order is finalised.
Order a Sample First
We strongly recommend ordering a sample before committing to a special order floor. Colour, tone, and finish can vary between batches and can look different in your own light and setting.
Ordering a sample first is the best way to be sure the floor is right for you, as special order products cannot be returned once the order has been placed with our supplier.
Measuring and Quantities
Please check your measurements carefully and allow for wastage, cuts, and pattern matching before you order.
We are happy to help you work out quantities, but the final amount ordered is your responsibility.
We recommend ordering a little extra to cover offcuts and any future repairs, as matching the same batch at a later date cannot be guaranteed.
Cancelling a Special Order
You can cancel a special order at no cost up until the point we place it with our supplier or begin preparing it for you.
Once that has happened, the floor is being made or sourced specifically for your order and we are unable to accept a cancellation or offer a refund.
If you need to cancel, please contact us as quickly as possible and we will tell you whether your order can still be stopped.
ReturnsÂ
As special order and made to order products are prepared or sourced specifically for you, we do not accept returns or exchanges on these items once they have been ordered, other than where the product is faulty, damaged in transit, or not as described.
This does not affect your legal rights.
Faulty, Damaged, or Incorrect Items
Your statutory rights always apply.
If your delivery arrives damaged, short, or not matching what you ordered, please tell us within 48 hours of delivery with your order number and photographs so we can put it right quickly.
If a genuine fault appears later, it remains covered under your statutory rights and you should contact us at any point.
We will arrange a repair, replacement, or refund as appropriate.
Please inspect your floor fully before booking a fitter, as we cannot cover fitting or associated costs once a floor has been installed.
Contact Us
Email: info@storiesflooring.co.uk
Tel: 0113 3200223
Stories Flooring
Unit 2 Wortley Business Park
Amberley Road
Leeds
LS12 4BD