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Covid-19

COVID-19 Update

Current Delivery Times – We aim to despatch your goods within 3 working days and estimate delivery may currently take up to 10 working days.

Please accept our sincere apologies as our normal service levels have changed. We are experiencing extremely high volumes of orders and our warehouse; office & transport network is up to and exceeding its capacity. 

We anticipate the majority of orders will be delivered within 10 working days of the order being placed.  Please do not contact us to chase your order within the 10 working day timescale as we will be unable to provide an update for your order. 

We apologise for any inconvenience these changes may cause, but all decisions are being made with the safety of our customers, colleagues & partners in mind.

 

Delivery Times

Whilst we expect that small items and accessories to be delivered well within the estimated timescales we are experiencing more delays that normal. This is down to additional COVID related precautions, the increased demand for our goods this time of year along with the high volumes of freight moving through our transport network. With this in mind we would advise our customers to allow additional time between delivery and installation so that any delays which may occur will not lead to financial loss through cancellation of tradesman.

We will continue to send a dispatch email with tracking information once your order is shipped. If your order is being delivered by courier, you will receive a tracking link. We recommend that you check your tracking link each morning as this will update to show "Out For Delivery" on the morning it is loaded to a delivery vehicle. If your order is being delivered on our own transport we will contact you prior to arranging delivery.

To check for delivery of your order you should continue to track using the link provided in the email titled: "Your Flooring Order Is Due For Delivery". If you have not received your order after 10 working days we can look to chase up the courier on your behalf and try to provide an update but only at this point.

 

Customer Service

Due to the volumes of communication, we are currently receiving we have had to take the difficult decision to turn off our phone lines and live chat temporarily to ensure we are able to service all our customers.

We are still available via email for any contact however we would ask that customers do not email more than once before receiving a response from us as this will reset your position in our response queue and may delay our response. We expect most customers to receive a response to their enquiry within 48 hours during busy periods.

We are working through messages from oldest to newest. Please do not email more than once before receiving a response from us as this will reset your position in our response queue and may delay our response.

 

Flooring Direct Own Delivery

Our own delivery team are still working but under enhanced safety measures to ensure we continue to get your orders out within the stated time limits. Again, to ensure the safety of our employees and customers, please do be aware that your order may experience slight delays. 

We are facing delays in both the warehouse and couriers due to the coronavirus safety procedures. We are currently dispatching orders from our system, even if they haven’t left yet to provide you with your tracking information so you can see when your order has left our warehouse and is with the couriers.

We are experiencing a severe delay with orders currently due to having to implement the 2-metre social distancing rule in the warehouse which is slowing down our order creation. We very much appreciate your patience in this time and please keep an eye on the tracking information provided. Rest assured we are doing all we can to get your order to you as soon as possible.

We please ask for your patience and understanding, we are remaining open to ensure goods can be distributed and to help those people self-isolating.

What we are doing

  • Our delivery team is using hand sanitiser between each delivery.
  • To minimise contact during deliveries, we have instructed our third-party couriers to leave your orders on the doorstep, rather than coming inside your home.
  • We have taken precautionary measures to ensure the spread of the virus is not passed through our employees.
  • Our office staff are working from the comfort and safety of their own homes as per guidelines.

The Future

We will continue to stay vigilant and monitor the situation according to guidelines. Our customer centre team is available on 0333 1234 581 and they are able to answer any questions you may have regarding refunds or deliveries. Most of them are currently working from home, so please do contact via email - just simply discuss the best way to process your order. 

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