Service policy

Before you order

Our shop sells pouffes and rugs rather than a fitting or interior-design service. Use the measurements on each product page and compare them against the room, sofa and door clearance. A pouffe is a footrest or occasional perch, never a ladder or a climbing toy. Rugs require suitable underlay for the floor and location; underlay is not included. We do not promise a fire rating, slip rating or suitability for a commercial setting without supporting product information.

Product and access questions

Email [email protected] with the product name, size and the practical question. For delivery access, tell us about stairs, narrow doorways, parking restrictions or an entrance that cannot accept the packaged dimensions. We aim to reply within two working days, Monday to Friday excluding English bank holidays; this is a service aim rather than a guaranteed response time. Do not send card numbers. The supplied telephone +441****0560 is masked, so email is the reliable channel.

Order review and changes

We review each request before accepting it and confirm availability and delivery arrangements. Request a change promptly using the order reference. We cannot promise an alteration once an accepted order is packed or collected, but we will explain the available options. If we cannot supply the requested construction, we will not replace it with a different colour, size or material without your permission. Checkout does not reserve inventory indefinitely and does not create a paid priority service.

Problems and complaints

Send the reference, a clear description and, for damage or defects, photographs of the item and packaging if reasonably possible. Keep unsafe goods out of use. We acknowledge complaints within two working days where possible and aim to provide a substantive response within ten working days. Complex investigations may take longer; we explain progress and proposed next steps. A care query is not treated as a waiver of statutory rights. MY CUTPRICE LTD, company number 15775137, can be contacted at 131A Middleton Boulevard, Nottingham, England NG8 1FW. See Returns before sending goods so the correct collection or return process can be agreed. Your legal remedies remain available if an informal complaint is unresolved.