Terms of sale / Conditions générales de vente

Last updated: 6 September 2026.

1. Seller and scope

These terms apply to consumer purchases on fluffyloom.com from ELIOT LITE SARL, trading as Fluffyloom, 254 Rue Vendôme, CS 20015, 69003 Lyon, France; SIREN 929 003 556; SIRET 929 003 556 00016. Contact fluffyloomofficial@gmail.com or +86 176 0687 4897. The applicable version is the one made available when you place your order.

2. Products and personalisation

The product page describes the item, options and essential characteristics. Please review those details, quantities and any age or care instructions before buying. Screen colours can vary, but goods must conform to their agreed description. For personalised goods, check names, spelling and any submitted artwork carefully. You must be entitled to use the content you submit. Contact us promptly to correct an error; changes cannot be guaranteed after production begins.

3. Ordering and payment

You must be legally able to enter a purchase contract or act with appropriate authorisation. Review the order, delivery address, selected options, total price and these terms before confirming an order with an obligation to pay. We send confirmation to the email address you provide. Keep that confirmation as your record. Available payment methods and the currency to be charged are shown at checkout. Payment is processed by the payment provider displayed there; Shopify supplies the platform and is not the seller of your goods.

If an item becomes unavailable or we identify an obvious error affecting your order, we will contact you. We will not substitute an item or increase an agreed price without your consent. If the order cannot be fulfilled, any payment for the cancelled item will be refunded.

4. Prices and delivery

The total payable, applicable taxes collected by us and delivery charges are disclosed before payment. Separate import charges may apply where identified in our shipping policy. Processing normally takes 3–5 business days after complete personalisation details have been supplied; transit time is separate. Product-specific commitments and the delivery information provided before ordering govern your order. If delivery is materially delayed, contact us so we can arrange a solution. Mandatory rights concerning delivery, cancellation and refunds are preserved.

5. Withdrawal, returns and refunds

Our returns, refunds and guarantees policy forms part of these terms and includes the 14-day withdrawal procedure and model notice. Clearly personalised or made-to-specification goods are excluded from change-of-mind withdrawal where permitted by law. A standard colour or size choice alone is not personalisation. Necessary return costs for our errors or product defects are borne by us; direct return postage for a change of mind is normally borne by you.

6. Guarantees and after-sales support

Products benefit from applicable legal guarantees, including the French legal guarantee of conformity and guarantee against hidden defects where applicable. These apply independently of any commercial warranty and also cover personalised goods. Our additional lifetime quality guarantee for personalised products, its scope and claim process are set out in the guarantees section. Contact us with the order number and issue details; there is no 14-day reporting cutoff for statutory defects.

7. Responsibility

Use products according to their instructions, age guidance and intended purpose. Nothing in these terms excludes liability or consumer rights that cannot lawfully be excluded, including liability for defective goods or personal injury where applicable. We remain responsible for performing our sales obligations; referring a matter to a supplier, payment provider or carrier does not remove those obligations.

8. Personal data

See our privacy policy for how personal information is used to process orders, provide support and operate the store, and how to exercise your rights.

9. Complaints and applicable law

Please first send a written complaint to fluffyloomofficial@gmail.com, identifying the order and the solution you request. You retain access to applicable out-of-court dispute resolution and competent courts. French law governs these terms, without depriving you of mandatory consumer protection in your country of habitual residence where that protection applies. No clause requires a consumer to use a court that overrides their statutory jurisdiction rights.

Company information is available in our legal notice. For assistance, use our contact page.