Flat Friends Terms

These Terms and Conditions apply to all transactions on this site. Please read them carefully. They do not affect your statutory rights. We may change these terms and conditions at any time and you will be asked to agree to the terms and conditions each time you place an order. Please ensure that you are familiar with our current terms and conditions.

Our Contract

You will have an opportunity to check and correct any input errors in your order up until the moment you submit your order by clicking the “Place your order” button. After submitting an order to us we will send you an email with details of the products you have ordered. Please note that this information is an acknowledgement, not acceptance of your order. Acceptance of your order and the creation of a legally binding contract between us will only occur when you receive an e-mail to confirm payment has been received. We may decline all or part of your order for any reason, in which case we will contact you as soon as we can to let you know. When deciding whether or not to accept your order we or our payment processing partner may use certain information about you, including any received from credit reference and fraud detection agencies. This helps to protect you and us against fraudulent transactions. We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method.

Your Order

Should you wish to make an amendment to your order please contact us as soon as possible via email at support@flatfriends.org.uk. We regret that we are unable to accept amendments if your order is packed and ready for dispatch.

Prices and Payment

All prices and charges on this site are shown in UK pounds sterling. They include any VAT payable, but exclude delivery charges (for details see ‘Delivery’ below). The total cost of your order is the price of the products you order plus the applicable delivery charge. All costs and discounts will be set out clearly before you submit your order. Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If something becomes unavailable we may offer you an alternative. We try very hard to ensure that all information on this site is accurate however, occasionally errors can occur. If we discover an error in the price or description of a product you have ordered, we will tell you and ask you whether you wish to continue with your order or cancel it. We accept payment by the cards listed below and on the payment page. Payment is deducted when we process your order.


Normally, deliveries will take between 5 and 7 working days and we do everything we can to meet the delivery times specified in this section. However, occasionally delivery times may be affected by factors beyond our control and therefore they cannot be guaranteed. Please allow extra time for deliveries to Scottish islands.

Delivery fees

Postage charges vary depending on item. Please see basket for postage charge. We do not deliver outside the UK.

Missing, Damaged or Incorrect Orders

We try very hard to ensure that you receive your order in amazing condition. If you do not receive all your products or in the unlikely event that a product arrives damaged or faulty, please email us at support@flatfriends.org.uk.

Returns, cancellations and refunds

Unfortunately we cannot accept returns, as each item is made to order. As a small charity we cannot afford to hold stock, so please ensure you order the correct size. If we fail to deliver the correct product that you have ordered or your purchase arrives damaged we will arrange to replace the item or refund you as you prefer. All costs of returns for wrong, faulty or damaged items are covered by us. Products maliciously damaged will not be refunded.

  1. Spoilt or Faulty Goods
    If your merchandise arrives and is spoilt then please let us know as soon as possible.
    If your purchase is faulty then please contact us with your order details (these can be found on the confirmation email we sent you) and with details of the problem. We will arrange to replace or refund the faulty product, whichever is your preference. Please be aware that arranging return is your responsibility. Please liaise with us for how to return your goods and what postage costs we will be covering.
  2. Damaged Goods On Delivery
    Please check your delivery on receipt.
    In the unlikely event your order is received damaged please contact us immediately by emailing support@flatfriends.org.uk. Please retain the original packaging for returning your order. Contact us with your order details (this can be found in the confirmation email we sent you) and with details of the problem. We will arrange to replace or refund your order, whichever your preference.
    Please be aware whilst the goods are in your possession they are your responsibility.
  3. Shortages
    Any shortages must be notified within 24 hours or receipt or your order.
  4. Incorrect Goods
    It is your responsibility to notify us of any incorrect goods supplied within 7 days of delivery by calling or using the contact us link.

This policy does not affect your statutory rights.

This Website

Flat Friends UK own the copyright, trademarks and all other intellectual property rights in all material and content on this website, which you may use, download, copy, publish, transmit or otherwise make available by any other means only for your own personal, non-commercial use. Any other use or reproduction of the material or content is strictly prohibited.


These terms and conditions and all transactions relating to this website are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions. Your data protection rights are set out in our Privacy Policy. These terms and conditions only cover the Flat Friends UK website.

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