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FAQs - Delivery and Returns

What parts of the U.K. do you deliver to?

We deliver to all of the mainland UK; England, Wales and Scotland. We can also deliver to the Highlands, Islands and Northern Ireland. (Extra delivery charges apply and the Islands, N.I and some areas of Scotland are excluded from free delivery.) Please contact us to check for delivery costs and timeframes.


What do you charge for Shipping?

Shipping rates are kept as low as possible, but you only need to spend £40 on accessories to get free delivery, and just £300 on flooring to qualify for free delivery.


If I order in the evening or the weekend when will my order be delivered?

Accessory orders will be dispatched on the next business day, with flooring orders we will always contact you to arrange a delivery date that suits you.


Is express delivery guaranteed?

We offer next day delivery by 12.00, 10.00 and 9.00a.m. These are all premium services offered by the courier, however they cannot be 100% guaranteed.


Will my order be sent as one consignment?

Generally yes, but sometimes we will ship your flooring and accessories from different warehouses. Wherever possible we will try and deliver these on the same day.


How can I track my order?

Once an order has been placed and passed through for delivery, the courier would normally send full tacking details direct to the customers via e-mail. However if e-mail is not available we hold all tracking details and can track the parcel for you.


Can I have my order delivered to a different address?

Yes. There is an opportunity for you to enter the delivery address details on the address page of the Checkout


Do you offer free delivery?

Yes Free delivery is offered on flooring orders over £300 and for accessory orders over £40 but it excludes some parts of Scotland & Wales.


Do you deliver to site address?

We´ll deliver direct to you, to your customer or to site.


Is it ok to order goods to arrive on the day that I intend to use them?

We recommend that you plan ahead. Please do not schedule or start any installation work until after you have received your order and checked all goods for any defects or missing parts. This will enable you to resolve any technical questions or to order specific additional products, if needed.


How do I arrange delivery of wood flooring?

We will call you to arrange a suitable delivery date.


What if not everything in my order is available?

Any delayed items will be despatched as soon as stock becomes available. You will be advised at the time of order of the expected lead times.


What happens if my delivery does not arrive?

If your order does not arrive on your stated day and you have not had any communication from the courier to advise of a delay please call us and we will help to sort things out.


Do you have long lead times on your flooring?

No. All of our flooring, (with the exception of a small number of custom made products) is available for immediate dispatch.

Deliveries are made on your requested day approximately between the hours of 8am to 6pm. Unfortunately requests for an E.T.A (Estimated Time of Delivery) are at the courier’s discretion.


Returns and refunds

What happens if my item is damaged or defective?

Please contact us and we will endeavour to resolve the problem and take up a case with the manufacturer on your behalf.


How do I return an item I have ordered?

If you wish to return any goods within 7 working days after the day of delivery, please contact us first and we will be happy to refund or exchange your items.Products returned after this period will be subject to a 25% restocking fee. For detailed information on our return policy please see Returns and Refunds.


How do I exchange an item?

Please contact us and we will endeavour to help you.


I have received an incorrect item, how do I get it replaced with the correct one?

Please contact us and we will endeavour to solve the problem.

Returns are easy. Please see our Delivery & Returns on the website. Alternatively please call our customer service team for further advice.


How do I check the Status of my Refund?

We will complete a refund as soon as the items returned arrive back in stock. It usually takes between 3 and 5 working days for you to see the refund on your statement. Please feel free to call us for more information.