Delivery & Returns

Delivery Standards and Processes

Delivery times will be longer during social distancing guidelines. Please allow for up to two weeks from the time of dispatch. 

Please do read these instructions and details carefully before you complete your order. If you have any doubt, we advise that you ring 0800 6444 581 and speak with one of our customer service advisors. Currently, due to the circumstances occurring around the world at the moment, couriers may leave a delivery at your door. Please do contact us before your delivery and we will be happy to advise you on your delivery situation. PLEASE NOTE: This is our busiest time of year, please expect small delays on your delivery (2-week working delays)

For any orders of flooring accessories, please note that we do offer free and fast delivery. Your order should be with you within 72 hours.

Orders on all items placed which are greater than £100 also receive free delivery. *Please note this does exclude order placed in the Highlands and also any orders which involve Laminate Flooring. An additional charge may occur. Excludes offshore locations & the Scottish Highlands where a surcharge may apply. Please contact us for a quote.

If your order is placed and the amount is under £100 then you will be charged a delivery fee of £11.95. *Excluding Accessories.

Flooring Direct does operate a 24-hour dispatch period (3-7 days for offshore postcodes). Please allow for longer during social distancing guidelines. 

Laminate Flooring

Due to the fragile nature of the product, a £29 delivery fee is applied for laminate and wooden flooring, as it is sent with a specialist courier to avoid damages. If you order over 6 boxes of laminate, this will be delivered via Derby Express. It does arrive on a wooden pallet and this will need to be disposed of by you. We do not dispose of the pallets ourselves.

Delivery and Couriers

Deliveries will be made via our courier between the hours of 8am and 6pm on the day of delivery. Unfortunately, we are not able to provide exact delivery dates since we use third-party couriers.

With certain couriers (listed below), you will be able to have access to your tracking information number which will be sent to you in the dispatch email. This will allow you to check their website for updates directly. This does not apply to all couriers.

All deliveries will be to a ground floor location only, access permitting. In some cases, the driver may require assistance on the larger items. If you need to be in to assist the driver then our customer service team will ring either on the day or the day to let you know further details.

Orders over 50kg

Please note that orders over 50kg could take a little longer, usually between 3-7 working days (Please allow for longer during social distancing guidelines). This does depend however on your location, as the specialist courier delivers on specific days for certain parts of the country. Please do contact us for further details if you require. *Excludes laminate flooring. For any large order of laminate flooring, we would recommend contacting our customer service team and they will be able to assist you. 

 

Damaged Goods

Upon delivery of your item at the requested location, please do inspect the goods as any damages will have to be noted on the courier documentation. You will need to refuse at the point of delivery for your claim to be upheld. Once signed, you will accept the successful delivery of your goods from the courier.  

If you refuse a delivery for any other reason aside from damage than you may be liable for the full cost of the delivery charge, as well as the subsequent return and re-delivery charges.

At Flooring Direct, we always do our best to ensure that any customer’s order will arrive with you on time. We cannot, however, guarantee a time on any deliveries as we do use third-party couriers. Therefore, we recommend that you do not book any tradespeople (carpet fitter etc) until you have received and checked your order over.

If for some reason you are not happy with the quality or colour of your item or you have changed your mind since purchasing, then we would be happy to authorise a refund in exchange for you returning your order to us.

Free Samples – Returning Goods

On 95% of the products that Flooring Direct sells, including carpets, laminate flooring, vinyl floors, luxury vinyl tiles and wooden flooring, we do provide free samples for you to see what it would look like in your home. Free samples are also available for artificial grass. If you are unhappy with any items which you believe do not match your specification, but you have not taken up the option of ordering a free sample, then we will accept no responsibility. We will still accept the order to be returned to us for a refund, but we will not be responsible to arrange or cover the costs of any return postage. Additionally, we do reserve the right to deduct any original postage and packaging costs incurred by ourselves before we refund your order.

*Please note that deliveries made to postcodes in the Highlands and offshore locations will also incur additional surcharges, all of which are dependent on the items ordered. If you are in the Highlands, then we would please suggest that you contact us in advance of placing your order to clear up any confusion.

Regarding the size of your order and due to weight restrictions, you may require specialist courier assistance which may delay delivery.

Various Couriers We Use

Royal Mail – Delivery up to 48 hours. (2 weeks during social distancing guidelines)

Our free samples are sent to you via Royal Mail and can take up to 48 hours to arrive. We also offer pegs for artificial grass and flooring tapes which are sent via Royal Mail. Although these items are usually sent using the First-Class mail service, there is not usually any tracking available.

Hermes – 48 Hour Delivery (2 weeks during social distancing guidelines)

If you have purchased smaller items from our website, then we are likely to dispatch them to you through Hermes, an external third-party courier. Any products up to 1.2 metres are likely to be sent via Hermes, but with this service, you are likely to receive a tracking number! There is sometimes a delay on Hermes’ tracking service so if you do have any queries please do contact us.

UK Mail – 24 Hour Service (2 weeks during social distancing guidelines)

UK Mail operates on a 24-hour service and this is the courier we are likely to dispatch your product with if you have purchased laminate flooring (under six boxes) or carpet underlay. Carpet tiles are also often sent with UK Mail. You get a tracking number with this service, but again if you do have any queries then please do get in contact.

Third-Party Courier – 1-3 Working Days (2 weeks during social distancing guidelines)

If you have purchased flooring from our website which is up to 3m long and under 50kg, then we are likely to dispatch it to you using a third-party courier. You do get a tracking number and you are also likely to be texted on the day with an estimated time slot! Please do get in contact with us if you have any queries regarding your timeslot. Our customer service team are in regular contact with this courier as we aim to keep our customers informed of any developments.

Tuffnells – Up to 3 working days (2 weeks during social distancing guidelines)

Flooring Direct uses Tuffnells as a courier for any products up to 50kg. You get a tracking number, but you are unlikely to receive an expected time slot. Tuffnells are an incredibly well-trusted courier and unless you are purchasing from an offshore location, you will not have to pay an extra charge. Tuffnells will attempt to deliver up to 3 times, but please do advise our customer service team if you suspect that there may be any issues. Flooring Direct will also have to charge the customers for a re-delivery charge should you not inform us that you will not be in.

Sub-Contractor – Up to 7 working days (2 weeks during social distancing guidelines)

This third-party courier is where we dispatch our larger deliveries to ensure they get to you. For orders which total up to over 50kg, this sub-contractor is our courier of choice. To find out when your delivery will be arriving, see here. Laminate flooring is not sent via this courier regardless of weight. Unfortunately, there is no tracking number associated with this contractor and it is curbside delivery. We do recommend that if you have placed a large order of flooring that you have someone present with you when you take delivery to assist you with taking in the delivery. It is also signed delivery. You can find the exact day that your delivery will arrive here. 

Derby ExpressUp to 3 working days (2 weeks during social distancing guidelines)

Flooring Direct uses Derby Express to send out deliveries of laminate flooring pallets. With Derby Express you can request 10 minutes to check the goods, and the driver is obliged to let you check them over to ensure they are not damaged. This is also curbside delivery and comes on a wooden pallet.  

Because your delivery comes on a wooden pallet, it is your responsibility and not that of Flooring Direct to dispose of the pallet. There is no tracking number in the dispatch email sent out upon dispatch, but our customer service team will contact you via phone in order to let you know when your order will be arriving. If you are not going to be present when the delivery is arriving, then please let us know or you are likely to face a re-delivery charge of up to £29.

Getting in Contact

Getting in contact with our customer service team is easy and they are always on hand to assist you in any way possible. If you have a query over a delivery, order or the couriers we use then please do get in contact with us and not with the courier directly. Our team will be able to inform you of any developments with your order.

Returns

We want you to be completely happy with your purchase from Flooring Direct, therefore, we operate a 30 day returns policy.

All we ask is that you return the item back to us in the original packaging and the products are in the same condition at the time of purchase.

We cannot accept any cut or fitted products so please fully inspect your goods before any fitting takes place or fitters are booked.

Any returns are your responsibility to get back to us so please instruct a professional courier who will provide you with insurance for the return as we cannot accept, refund or replace any damaged items back into our warehouse.

If you are not happy with the quality of colour of your order or it is simply not what you were expecting we will be happy for you to return your order to us for a refund. We offer free samples on over 95% of the products we sell so we accept no responsibility for orders that do not match your specification where a sample has not been ordered beforehand. We will still accept your order to be returned to us for a refund but will not be responsible for the arrangement nor will we cover any costs of the return postage. We also reserve the right to deduct any original postage costs incurred by ourselves before refunding your order.

To assist us in processing your return and efficiently as possible please provide a covering letter with your return detailing your name, order reference (return reference) and date, with a brief explanation of the reason for your return.

Please email us for the return address where we will provide you with our returns address and a return number to add to your parcel.

Returns will be received and inspected so refunds can usually be expected within 72 hours of the receipt of the return.

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