Customer Service

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FREE Floor Samples

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FREE UK Delivery

On most products as standard
(For International delivery contact us for quote)

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Delivery FAQs

Don't see your question? Get in touch.

Do you charge for delivery?

  • Most flooring is delivered free as standard to UK mainland addresses and this is indicated within the specifications tab on the product pages. 
  • For products that show a delivery charge, this will be removed if your order comes to £150 or more.
  • There is usually a surcharge for deliveries to UK Islands, remote areas and International Deliveries - Please contact us for a quote stating the product you would like, quanity and full delivery address including postcode. 

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Can I choose my delivery day?

Yes, during checkout process you will be presented with a list of dates. You can select your preferred day from that list. If you want delivery later than the list of dates offered simply get in touch and we can set that up for you.

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Where is my order sent out from?

Flooring orders are despatched by us from our warehouse in Stockport, Cheshire. United Kingdom.

Sometimes a sample may be sent direct from the manufacturer. We keep stock of samples but if we run out we prefer that you aren't inconvenienced by a delay.

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Will my order definitely arrive on the delivery date I requested?

For most orders (not sample requests) during checkout you are able to select a 'desired' delivery date and we work very hard to ensure that your floor will arrive safely on the date you request. But this cannot be guaranteed due to elements outside of our control and for this reason we strongly advise that you await safe delivery before confirming installation dates with tradespeople.

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Is it ok to book my floor fitter to come in on the expected delivery date?

That wouldn't be advisable.

While we are pleased to report 99% of deliveries are safely made on the chosen desired delivery date but we cannot guarantee this due to many circumstances beyond our control which could prevent safe delivery such as weather, traffic, delivery company issues, etc.

We strongly advise that you do not book your floor to be fitted until it has arrived and you have inspected it. 

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Do I need to fully inspect my delivery before i sign for it?

Yes please! We know the driver may be in a rush and you will have other things to be getting on with but if there has been damage caused during transit we will struggle to take it up with delivery providers if you signed that it was all fine and dandy.

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I need to nip out. Can I leave a note for the driver to leave my order to a safe place?

Pallet deliveries*

If your order contains 10 or more boxes of vinyl, laminate and wood this will be delivered on a pallet.

Delivery will not be left without the recipients signature and you will be telephoned beforehand to check you will be home.

Other deliveries that do not require a signature

We strongly advised that you make arrangements for someone to be home to accept delivery. Some customers do leave signed notes for the driver with alternative instructions but that is entirely at your own risk and we will not accept responsibility should any items go missing or become damaged after delivery is made.

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When will my order arrive?

UK Mainland

  • Many products are delivered next day as standard if ordered and paid for before 1pm.
  • Product pages show lead times for all products.
  • Deliveries are Monday to Friday between 8am and 6pm. 
  • Saturday AM deliveries are available on request at an additional charge (please ring our sales team)
  • If you are expecting a pallet delivery (by SIMS) then you will be contacted by telephone ahead of delivery to make sure you will be home. This is usually up to 1 hour before it arrives.
  • Also see our UK mainland delivery locations.

UK Islands

  • We are unable to provide an exact delivery date but it usually takes up to 3 working days depending on how often crossings are made.
  • Our team will make reasonable attempts to confirm lead time with you upon acceptance of your order

International Deliveries

  • Delivery lead times vary depending on the product and country being shipped to. 
  • Please contact us in the first instance as we do not currently accept online orders for International delivery.

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Can I request an AM delivery?

In most instances yes. This will be chargeable. Please call us to get a quote.

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Will the goods be brought indoors?

  • Some drivers will be able to assist you, some will not.
  • We use 3rd party delivery providers and the drivers are not covered by their insurance to physically assist beyond dropping your delivery to a kerbside location.  
  • Note that orders containing 10+ boxes of vinyl, laminate or wood floor will be dropped on a pallet at a kerbside.
  • If you are expecting a large order of bulky or heavy flooring we suggest you ask a friend, neighbour or family member to assist.

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Do you deliver outside the UK?

  • Yes, please contact us for a shipping quote.
  • Please note, we are currently unable to send liquids (e.g. cleaning solutions) overseas.

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What is your standard delivery charge?

  • Many products are delivered free to UK mainland, for everything else deliverd to UK mainland and under £150 there is a charge between £4.50 and £12.95 (inc vat).

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I live in a remote area, does that make a difference? 

  • Additional charges may be applied for delivery to non-mainland UK and remote areas including Scottish Islands, Isles of Scilly, Channel Islands, Isle of Wight, Isle of Man, Northern Ireland.
  • If you require delivery to any of these areas please contact us for a quote before placing your order online.
  • Please note, we are currently unable to send liquids (e.g. cleaning solutions) overseas.

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What days of the week do you deliver?

  • Unless otherwise agreed, our standard delivery service is Monday to Friday between 7am and 7pm
  • Deliveries will not normally be made during bank holidays or weekend and during certain holidays such as Christmas there may be delays.

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Can you deliver on Saturdays?

  • If you are unable to be home during the week we offer a Saturday AM (before 1pm) delivery service for a surcharge of £20 (is additional to any standard delivery charge if applicable - many products are delivered free as standard).
  • Please be aware the Saturday delivery service is not a fast track service and usual lead times apply. E.g. Say the floor you want states next working day and you want to receive it THIS saturday, you need to place your order before 1pm on the Friday before*. If you place your order AFTER 1pm on that Friday and choose Saturday delivery you won't receive it until the NEXT Saturday.
  • *unless Friday is a bank holiday.

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Can I track my delivery?

Most deliveries can be tracked online. The name of the delivery service provider and tracking number are included in the despatch confirmation emails.

The links below will take you to the online tracking area for the specific delivery service provider. Please follow on screen instructions.

  • TNT Tracking
  • SIMS - Sorry no tracking available but you will be contacted by telephone ahead of delivery
  • Royal Mail - Sorry no tracking available

Please wait until the morning of delivery date before attempting to track your order online.

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