Shipping policy

Delivery Information

We aim to deliver all flooring orders within 3–5 working days.

Please note:

  • Some accessories may be shipped from separate warehouses and could arrive separately when ordered with flooring products.
  • Delivery times are typically between 8:00am and 6:00pm, Monday to Friday.
  • The 3–5 working day timeframe is a general guideline and may occasionally be extended due to:
    • Stock availability
    • Courier delays
    • External circumstances beyond our control

Delivery Considerations

Deliveries may be made using vehicles up to 7.5 tonnes, so it is assumed that the delivery address is accessible for large vehicles.

If access may be difficult, please inform us at the time of ordering so we can discuss alternative delivery arrangements.

Failed Access Deliveries

If the driver cannot complete delivery due to access restrictions that were not communicated beforehand:

  • A £35 re-delivery charge will apply
  • This charge must be paid before another delivery attempt is arranged

Standard Delivery – £49.99

Standard delivery is based on a 3–5 working day timeframe from the date of your order.

Order Processing

  • Orders placed before 12:00pm will begin processing the same working day
  • Orders placed after 12:00pm will be processed on the following working day

Pallet Deliveries

Most standard flooring orders are delivered via pallet courier and require suitable access for delivery vehicles.

If you believe access may be an issue, please contact us before ordering to discuss alternative delivery solutions.

Next Day Delivery – £69.99

We aim to dispatch and deliver priority orders on the next working day.

Important Information

  • Next Day Delivery cutoff time is 11:00am
  • In some situations, next day delivery may not be possible
  • If any delay occurs, our team will contact you as soon as possible

Delivery Surcharges

Certain areas within the United Kingdom may incur additional delivery charges, including:

  • Greater London
  • Scottish Highlands
  • Northern Ireland
  • Republic of Ireland (ROI)
  • Offshore islands
  • Remote postcode areas

Any applicable surcharge will be displayed during checkout before payment is taken.

Cancelling an Order

If you cancel your order before dispatch and the goods are not bespoke or made-to-order items (such as cut carpet or artificial grass), we can usually offer a full refund.

However, once goods have been dispatched:

  • Initial delivery charges are non-refundable
  • A minimum return charge of £75 will apply for returning goods to our warehouse
  • Return charges may be higher for certain UK regions, including Scotland

These charges are strictly non-refundable.

Missed Deliveries Requiring Re-Delivery

If delivery cannot be completed for reasons beyond our control, including:

  • Nobody available at the property
  • Incorrect delivery information
  • Inadequate assistance for unloading

a £35 re-delivery charge will apply.

This fee:

  • Must be paid before another delivery attempt
  • Is strictly non-negotiable
  • Is charged directly by our pallet courier partners

If re-delivery is not arranged, the order may be classified as a returned delivery, which may result in additional return charges.

Missed Deliveries Returned to Us

If your order cannot be delivered and must be returned to our warehouse due to:

  • No one being available
  • Goods being refused
  • Incorrect address details
  • Delivery access issues
  • Insufficient unloading assistance

you will be responsible for:

  • The original delivery charge
  • Return transport charges from £75
  • Any additional courier fees applicable to your location

Once the goods are returned, we will process a refund minus all associated delivery and return costs.

Order Not as Expected

All goods must be inspected upon delivery.

While we do not expect every individual plank or tile to be checked immediately, we do ask customers to inspect for visible damage.

If Damage is Visible

You must:

  • Write “DAMAGED GOODS” on the delivery note
  • Write nothing else on the delivery paperwork
  • Notify us directly within 24 hours

We also require:

  • Exact quantities of damaged goods within 48 hours
  • Photographic evidence of all damage

Important Information

If goods are signed for as being in “good condition” and damage is later discovered that occurred during transit:

  • We may be unable to claim against the courier
  • Replacement goods may not be supplied free of charge

Please ensure any third party receiving goods on your behalf (such as builders or fitters) follows these instructions carefully.

Other Damage to Goods

Occasionally, minor cosmetic damage may be discovered after unpacking.

Please note:

  • Orders typically include approximately 10% extra material for cuts and waste during installation
  • Minor chips or edge imperfections can often be used for cut sections without affecting the installation quality

Replacement Policy

We will only replace damaged planks or tiles where:

  • The unusable material exceeds 5% of the total order

No claims can be accepted:

  • More than 48 hours after delivery acceptance

If replacement items are required, please contact us promptly.

Delayed Deliveries

Although uncommon, delivery delays can occasionally occur due to:

  • Courier issues
  • Missing items
  • Damaged consignments
  • External transport disruptions

Where delays occur, we will work quickly to resolve the issue.

However, we cannot accept responsibility for:

  • Installer costs
  • Delayed fitting appointments
  • Other consequential expenses

Any cancellations made after goods have been dispatched will still incur all associated delivery and return charges.

Using Professional Fitters

We strongly recommend that you do not book installers or fitters until:

  • All goods have arrived
  • Products have been fully inspected
  • Flooring has had time to acclimatise in the intended room

We cannot be held responsible for any costs resulting from delayed or unsuitable installations.

Deliveries Outside Mainland UK

We can deliver to:

  • Northern Ireland
  • Republic of Ireland
  • Isle of Man
  • Isle of Wight
  • Guernsey
  • Other offshore locations

Please note:

  • These locations may incur significantly higher delivery surcharges
  • Any additional costs will be displayed before checkout is completed

Samples Delivery Service

All samples are sent via Royal Mail First Class Delivery.

Sample Delivery Times

We aim to deliver samples within 2–4 working days from the date of order.

Sample Availability

If some samples are unavailable:

  • We may send part of your order
  • We will notify you if items cannot be supplied
  • Any delivery fees paid for unavailable samples will be refunded

Missing Samples

If tracking confirms your samples have not arrived, we will resend them at no additional cost.