Delivery & Returns Policy
Applies to sales over the internet only
Orders over £500 = Free
Orders under £500 = £50
Small Single accessories = £5
We have tried to keep our delivery costs as low as possible to ensure the best value for our customers but please understand that our prices are based upon the couriers costs for delivering large, heavy items. If you want to arrange your own courier then please contact us before ordering.
We can deliver our flooring to most of the UK (excluding Northern Ireland & ROI) using local couriers and heavy goods haulers. We use specialist heavy goods haulers for larger orders who will deliver your flooring on a pallet by kerbside delivery and your order will be brought as close as possible to your entrance, however please note that haulers are not allowed to unpack your order and bring it inside for you, so please ensure that you are available to receive your delivery and bring it inside as failure to accept the goods can result in extra charges. Disposal of all packaging is the customer's responsibility, Please recycle all wood and cardboard packaging and waste where possible.
Please check your order is complete, correct and undamaged before accepting your delivery. If you notice any damage or missing/incorrect items, please mark this on the delivery docket detailing what is damaged or incorrect, we can then replace these items. Unfortunatley, we are only able to replace any damaged items that have been signed for as damaged. If you have not been able to check your items sufficiently on arrival, you must do so within 24hrs of receipt and inform us immediately of any issues.
While we make every effort to ensure our deliveries arrive on their estimated date, due to circumstances that can be beyond our control, we cannot always guarantee that your order will arrive on the arranged day. We recommend not to arrange installers until your goods have been delivered and checked.
Cancelling your order
To cancel your order you must inform us either in writing or by email to firstname.lastname@example.org referencing the order and saying you are cancelling it.
The distance selling regulations 2000 give you the right to cancel your order within 7days after you have reciceved the goods ordered.
All returns and cancellations under this right must conform to the guidelines laid out in the office of fair tradings consumer guide about distance selling which can be found at www.oft.gov.uk/
If you cancel your order for goods using this right and the goods have not been dispatched yet, we will refund you the full invoice amount within 2 working days.
If the goods have been dispatched, then they will be delivered to you. Once you have taken delivery of the goods the return process can begin.
*Flooring, carpet tiles, planks return – you must return the goods to us at your own expense, having notified us that you are cancelling the order. Please note that the returns must reach us as soon as reasonably practicable after your receipt of your goods – else we will understand that you are not in fact cancelling your order. We usually treat this as a maximum of 30 days after receipt of the goods. If we receive the goods back within this time, we will then refund the value of your order.
*Rug return – you must return the goods at your own expense
*Carpet return – flooring that has been cut to length can NOT be cancelled or returned
All refunds will be made to the payment card that was initioaly used to make the purchase, usually within 14 days of cancellation of the order and product has been received back to us.
If a product is faulty , you can return the product in accordance with the terms and conditions.