Terms and policies
Terms of sale
Please read these before you order, especially clause 5 (your measurements) and clause 6 (made-to-measure goods).
1. About us
Foam Tailor is a trading name of Alfrecell Limited, a company registered in England and Wales (company number 665376). Our registered address is Bluebell Close, Clover Nook Industrial Park, Alfreton, Derbyshire, DE55 4RD. Our VAT number is [ to add ]. You can contact us at [email] or [phone].
2. Who these terms are for
If you buy as a private individual, you are a consumer and you have legal rights that these terms do not reduce. If you buy for a business, including through a trade account, clause 11 also applies to you.
3. Your order
- You order and pay through the checkout on our website. When your payment goes through, you receive an automatic order confirmation by email, and the contract between us starts at that point.
- We may decline an order, for example if a shape cannot be cut as specified or the price shown was wrong. If we do, we will tell you and refund anything you have paid.
4. Prices and payment
- Prices are in pounds sterling and include VAT.
- Prices include UK delivery for orders within our parcel limits (see Delivery). For orders outside those limits, we will agree the delivery cost with you before we cut anything.
- You pay by card at our online checkout. Card payments are handled by Stripe; we never see or store your full card details.
- If we find a price on our site was wrong, we will contact you before cutting. You can then pay the correct price or cancel for a full refund.
5. Your measurements and our cutting tolerance
- We cut each piece to the measurements, shape and options you give us. Please check them carefully before you order: we cannot accept returns of pieces cut correctly to the sizes you supplied.
- We cut to within ±3mm of each dimension you give [confirm]. Full sheets are supplied at about 2400 × 2030mm, within a few millimetres either way.
- If a measurement looks wrong or a shape cannot be cut as drawn, we will contact you before cutting.
- Drawings and on-screen previews show the shape to scale but are a guide. The measurements you enter are what we cut.
6. Made-to-measure goods
- Custom cuts, shapes you draw, and rock & roll bed sets are made to your specification. You cannot cancel them simply because you have changed your mind once we have started cutting (see Returns and cancellations).
- If you want to change or cancel an order, contact us as soon as possible. If we have not started cutting, we will cancel it and refund you in full.
7. Our foam
- Foam is a manufactured material. Small variations in colour, surface texture and feel between batches are normal.
- Polyurethane foam naturally yellows over time, especially in light. This does not affect how it performs and is not a fault.
- Memory foam feels firmer when cold and softer when warm.
- Our foam is not waterproof and is not intended for use where it will stay wet.
- Fire safety: [state the standard your foam meets, for example the Furniture and Furnishings (Fire) (Safety) Regulations 1988, and which grades]. If you use our foam in furniture or a product you sell, you are responsible for making sure the finished item meets the regulations that apply to it.
8. Delivery
Delivery times, parcel limits and what happens if your order arrives damaged are set out under Delivery information, which forms part of these terms.
9. If something is wrong with your order
- If your order is faulty, damaged, or not cut to the measurements you gave us (within our tolerance), please contact us with photos as soon as you can. You have legal rights under the Consumer Rights Act 2015, including a right to reject faulty goods within 30 days and to a repair, replacement or refund.
- We will collect, replace or refund faulty items at our cost.
10. Our responsibility to you
- We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill.
- We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for breach of your legal rights as a consumer.
- If you are a consumer, we only supply our products for domestic and private use. We are not responsible to consumers for loss of profit, loss of business or business interruption.
11. Trade customers
- Trade prices are those shown when you are logged in to your trade account. We may change or withdraw trade pricing at any time for future orders.
- The consumer rights in clauses 6 and 9 and the Returns and cancellations section do not apply to business purchases, but we will always put right goods that are faulty or not cut to your specification.
- Our total liability to a business customer for any order is limited to the price paid for that order. We are not liable to business customers for loss of profit, loss of business or any indirect loss.
- Trade orders may be collected from our site in Alfreton by arrangement.
12. Your personal information
We use your personal information as set out in our Privacy notice.
13. Events outside our control
We are not responsible for delays caused by events outside our reasonable control. If one affects your order, we will tell you and you can cancel for a refund of anything we have not yet supplied.
14. Complaints
If you are unhappy with anything, contact us at [email] and we will aim to reply within 5 working days.
15. Law
These terms are governed by the law of England and Wales. If you are a consumer in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
Returns and cancellations
Made-to-measure foam cannot be returned because you changed your mind, but ready-cut sheets can, and anything faulty is always put right.
| What you bought | Change of mind | Faulty, damaged or cut wrongly by us |
|---|---|---|
| Custom cuts, drawn shapes, rock & roll sets | Not returnable once we start cutting | Repair, replacement or refund |
| Ready-cut sheets (600 × 2000, 1200 × 2000, full sheet) | Cancel within 14 days of delivery | Repair, replacement or refund |
Made-to-measure foam
Custom cuts are made to your specification. Under the Consumer Contracts Regulations 2013, goods made to a customer's specification are exempt from the 14-day right to cancel. If you contact us before we start cutting, we will cancel and refund you in full.
Ready-cut sheets
- You can cancel within 14 days of the day you receive your order, without giving a reason. Tell us by email at [email].
- Send the sheet back within 14 days of telling us, unused and in the condition you received it. You pay the cost of returning it [confirm].
- We refund the full price you paid, including delivery, within 14 days of receiving the sheet back, to the card you paid with.
- If the sheet has been cut, used or damaged beyond what you would need to inspect it, we may reduce the refund to reflect that.
Faulty, damaged or wrong items
If anything arrives faulty, damaged or not cut to the measurements you gave us (within our tolerance), email us at [email] with your order number and photos as soon as you can. We will arrange collection at our cost and replace it or refund you. This does not affect your legal rights under the Consumer Rights Act 2015.
Trade customers
The 14-day right to cancel does not apply to business purchases. We will always put right items that are faulty or not cut to your specification.
Delivery information
UK delivery is included in every price, as long as your order is within our parcel limits.
| Parcel limit | Within the limit | Over the limit |
|---|---|---|
| Total order weight | Up to 25kg: delivery included | We contact you to arrange delivery and agree the cost before cutting |
| Longest piece | Up to 2000mm: delivery included | As above |
| Thickness | Up to 250mm, rolled for delivery: delivery included | As above |
- Who delivers: orders are sent by DPD to addresses in mainland UK [confirm areas covered, such as Highlands, islands and Northern Ireland].
- When: most orders are cut and dispatched within 1 to 3 working days. Larger or more complex orders may take longer; we will tell you if so. You will receive a tracking link when your order is dispatched.
- Rolled foam: foam up to 250mm thick is compressed and rolled for delivery. Unpack it as soon as it arrives and allow it 24 to 72 hours to recover to full size before you use it or check its measurements.
- Full sheets: at about 2400 × 2030mm, full sheets are over our parcel size, so we arrange delivery with you.
- Collection: you can collect from our site in Alfreton by arrangement.
- Damage in transit: if your parcel arrives damaged, keep the packaging and send us photos at [email] as soon as you can. We will put it right.
- If nobody is in: DPD will follow its usual redelivery options, shown in your tracking link.
Privacy notice
We collect only what we need to make and deliver your order, and we never sell your information.
Who we are
Foam Tailor is a trading name of Alfrecell Limited, Bluebell Close, Clover Nook Industrial Park, Alfreton, Derbyshire, DE55 4RD. We are the controller of your personal information and are registered with the Information Commissioner's Office (ICO) under number [ to add ]. For any privacy question, email [email].
What we collect, why, and our legal basis
| Information | Why we use it | Legal basis |
|---|---|---|
| Name, email, phone, delivery and billing address | To process, deliver and support your order | Contract |
| Your measurements, specs, drawings and cut files | To cut your order and deal with any questions about it | Contract |
| Order and payment records (not your full card details) | Accounting and tax | Legal obligation |
| Trade account details and pricing | To run your trade account | Contract and legitimate interests |
| Emails and messages you send us | To answer you and keep a record of what was agreed | Legitimate interests |
| How you use our website (analytics and advertising cookies) | To improve the site and measure our adverts | Consent, which you can withdraw at any time |
| Your email address for news and offers | To send marketing you have agreed to | Consent; you can unsubscribe from any email |
Who we share it with
- Stripe processes your card payment. We never see or store your full card details.
- DPD receives your name, address, phone and email to deliver your order and send tracking updates.
- Our website host [name] stores the site and order records on our behalf.
- Google receives website usage data, only if you accept analytics or advertising cookies.
- Our accountants, HMRC and professional advisers where we are required to.
Some of these companies may process information outside the UK. Where they do, they use safeguards approved under UK data protection law.
How long we keep it
| Information | How long |
|---|---|
| Orders, invoices and payment records | 6 years after the end of the financial year, as HMRC requires |
| Measurements, drawings and cut files | With the order, for 6 years, so we can deal with repeat orders and queries [confirm] |
| Enquiries that do not lead to an order | 12 months |
| Trade account details | While the account is open, then 6 years |
| Marketing consent | Until you unsubscribe |
Your rights
You can ask us for a copy of your information, to correct it, to delete it, to restrict or object to how we use it, or to move it to another provider. Email us at [email] and we will reply within one month. If you are unhappy with how we handle your information, please tell us first so we can put it right. You can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.