Terms of Sale
1. General
These Terms govern orders placed through fluff.me.
By submitting an order, the buyer confirms that they have reviewed the selected product configuration and the information displayed before submission.
Nothing in these Terms limits mandatory consumer rights under applicable law.
Information about personal-data processing is provided in the fluff.me Privacy Policy.
2. Seller and contact
Orders are accepted through fluff.me. For questions about orders, payment, delivery or complaints, contact hello@fluffme.design.
The seller's identifying and registration details must be made available on the website and/or provided to the buyer to the extent and at the time required by applicable law. This clause does not mean that the absence of such details by itself satisfies any applicable disclosure obligation.
3. Products and personalisation
fluff.me offers handmade accessories. Each product is made from scratch after an order is placed, according to the buyer's selected configuration, which may include size, fabric, colour, lining, hardware, embroidery and other options.
Individual embroidery — such as a name, initials, wording or another unique text or element specified by the buyer — is clear personalisation of the product.
Selecting standard options available in the configurator, such as size, fabric, colour, lining or hardware, without individual embroidery is not by itself treated under these Terms as clear personalisation that automatically removes any mandatory withdrawal right.
Minor natural variations in shade, texture or fabric pattern placement do not by themselves constitute non-conformity where the product matches the confirmed configuration and applicable mandatory quality requirements.
4. Placing an order and formation of the contract
The buyer configures a product and submits an order request. Submission alone does not form a contract.
We review the configuration and material availability and, where necessary, confirm details and the final price. The contract is formed when the buyer receives the order confirmation from fluff.me.
Payment instructions for the deposit are then provided. If the deposit is not paid and the buyer does not continue with the order, production does not begin and the application is removed from the working database no later than 30 days afterwards.
5. Price, payment and start of production
Unless otherwise agreed for a particular order, the deposit is 50% of the confirmed order price. The balance is payable after production is complete and before dispatch.
Receipt of the deposit means that the order enters production.
Bank-transfer details are provided separately. Delivery charges are stated or agreed separately unless included in the product price. Known mandatory additional charges are disclosed before the contract is formed; where particular import duties or charges cannot reasonably be calculated in advance, the buyer is informed that such charges may arise.
6. Production time
The usual production time is 15–20 business days from receipt of the deposit unless another period is agreed for a particular order.
If a material delay becomes known, we will inform the buyer of the revised expected timing. Mandatory rights relating to delay remain unaffected.
7. Delivery
The method, cost, availability and estimated delivery time depend on the delivery address and are agreed when the order is confirmed. A tracking number is provided after dispatch where supported by the chosen carrier.
An order may be dispatched from the country in which it is actually fulfilled.
Any import duties, taxes or charges are governed by the rules of the destination country and the information provided to the buyer. These Terms do not transfer obligations or risk to the consumer earlier than mandatory law permits.
8. Cancellation and withdrawal
Before the deposit is paid, the buyer may stop the order process by contacting hello@fluffme.design.
Once the deposit is received, the order enters production. fluff.me does not offer voluntary cancellation of such an order, except where applicable law gives the buyer a mandatory right to cancel, withdraw, return the product or obtain another remedy.
Where the buyer selects individual embroidery — such as a name, initials, wording or another unique element — the product is made specifically for that buyer and is clearly personalised. Before the contract is formed, the configurator informs the buyer of the effect of such personalisation on the right of withdrawal.
Where EU or Polish consumer law applies, the statutory exception for goods made to the consumer's specifications or clearly intended to satisfy individualised needs applies to the extent its legal conditions are met.
This exception does not limit rights relating to defective or non-conforming goods or any other mandatory consumer rights.
9. Defects, complaints and non-conformity
If a product is damaged, defective or does not match the confirmed configuration, contact hello@fluffme.design and describe the issue. Photographs may help us review the matter more quickly.
We do not impose a shortened contractual period after which the buyer automatically loses mandatory rights relating to defects or non-conformity.
Available remedies depend on applicable law and the circumstances of the particular case and may include repair, replacement, price reduction, termination/refund or another remedy provided by law.
Damage caused exclusively by use contrary to the care instructions provided, normal wear and tear, or an external event after delivery is assessed in light of the nature of the product and applicable law.
10. Contact details and order parameters
The buyer is responsible for the accuracy of the contact details, delivery address and selected product parameters provided. Any error should be reported as soon as possible and before production starts.
Contact details provided for an order are not automatically enrolled in marketing communications.
11. Applicable law
The law applicable to an order is determined under the rules applicable to the particular transaction. Nothing in these Terms deprives a consumer of the protection of mandatory rules that apply regardless of contractual wording.
If any provision is invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law.
12. Changes
We may update these Terms. A contract already formed is governed by the version in force when the order was confirmed unless mandatory law requires otherwise.
Last updated: 20 September 2026.