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Delivery


We operate under a 24-hour dispatch period, aiming to deliver as soon as 3 days after confirmation of processing. Deliveries to offshore post codes and the highlands may take between 3-7 days. In peak periods, we may dispatch orders over the weekend, however they will not be picked up by the courier until Monday afternoon. Please allow up to 7-10 working days before contacting our customer service team for updates surrounding delivery and tracking information. Before this time, we cannot provide any updates on the whereabouts of your order. Should we need any further details or information from the customer surrounding a case, please expect to be contacted via email, ensuring you check your spam/junk email boxes for this reason. All timeframes will be upheld where possible and we ask that you please be aware that all our delivery times are estimates.

We offer a one-man, kerbside delivery service, during which our drivers have no obligation to carry your products inside the property. We strongly advise against booking flooring fitters in advance to receiving your product in case of unexpected delays or unforeseen issues with your order. We cannot be held accountable for any consequential financial losses caused by this.

All flooring products, accessories and underlay are shipped from alternative site locations which could result in parts of you order arriving separately, we ask you are mindful of this when placing/receiving your order.

Contact our customer service advisers on 0333 1234 581 if you have any queries regarding your order.

How much does delivery cost?

At Flooring Direct, we offer FREE delivery sitewide on orders over £150 (excl. laminate, wood flooring and composite decking). Otherwise, our standard delivery fee is £16.95. Laminate flooring, hard wood and composite decking are sent with a specific courier which costs £29. Delivery on all of our accessories is at the reduced rate of £7.99 and samples are FREE. What are you waiting for? Shop now!


 

How long does delivery take?

Due to current sales volumes, we aim to dispatch our products within 1 day (3-7 for offshore postcodes) after the order has been processed. We aim to deliver your order within 3 working days. Please do not contact us before 3 working days has elapsed as we will not be able to provide any further updates until after this timeframe.


 

Which couriers do you use?

We use a variety of different couriers for alternative products, including Royal Mail, Hermes, UK Mail, Tuffnells and Walkers. We also use our own delivery vehicles for heavier orders that weigh over 50kg and third party couriers for orders that weigh under 50kg. Tracking information is only available with the couriers who offer the service.


 


Couriers


Deliveries made by our couriers will occur between the hours of 8am and 6pm on the day of delivery. Unfortunately, due to using third party couriers, we are unable specify exact dates for delivery until the order has been scanned at the depot and the tracking information becomes available online (where applicable).

You can access your tracking information via your confirmation email which you can then input onto the courier’s website, providing this service is offered by your courier. 

All orders are submitted to a ground floor delivery only, access permitting. Drivers may sometimes require assistance when lifting larger, heavier items, in which case, we will be in contact with you prior to ensure someone is in to receive the delivery. 

Please note that any orders over 50kg in weight could potentially incur lengthier delivery times (up to 14 working days). This is however, location dependant as the specialist courier for heavy items can only deliver on certain days for different areas across the UK.

 If you are experiencing any delays with your delivery, please don’t hesitate to contact us and request an update providing you have allowed up to 3 days for your order to be delivered.

Royal Mail (48hrs)

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


 

Hermes (48hrs)

If you have purchased smaller items from our website, including accessories up to 1.2 metres in length like scotia beading, they are likely to be dispatched using Hermes, an external third-party courier. You are likely to receive a tracking number beginning with '2 letters and 16 digits', which can be inputted on their website to source delivery information. 


 

UK Mail (DHL) (24hrs)

UK Mail operates under a 24-hour dispatch service, usually delivering our laminate flooring (under six boxes), carpet underlay and carpet tiles. Browse our range of flooring and accessories here. A tracking number consisting of '16 digits' is also provided with this service but again, if you do have any queries then please contact us.


 

Third-Party

Any flooring orders that are up to 3m long and under 50kg, are likely to be dispatched using a third-party courier (XDP) which usually takes between 3 and 10 days. A tracking number beginning with 'ZDBUYV' is provided along with a text on the day of delivery detailing an estimated time slot. Our customer service team are in regular contact with third-party couriers as we aim to keep our customers well-informed with any developments surrounding their order.


 

Tuffnells

Flooring Direct uses Tuffnells as a courier for any products that weigh up to 50kg. Tuffnells are an incredibly well-trusted courier who will attempt to deliver up to 3 times before returning the goods to us - we have the right to charge customers for a ‘re-delivery fee’. No extra charges will be incurred unless delivery takes place in an offshore postcode area. A tracking number beginning with '007' is provided and delivery is expected to take up to 10 working days. 


 

Own Transport

For orders which total up to over 50kg, this sub-contractor is our courier of choice taking up to 10 working days. Unfortunately, there is no tracking number associated with this contractor and it is kerbside delivery. We recommend that if you have placed a large order, you have someone present 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.


 

Walkers

Allow Walkers up to 3 working days for delivery where they will allow you 10 minutes to check your laminate flooring delivery. This is a kerbside delivery service that arrives on a wooden pallet. It is your responsibility to dispose of the pallet. There is no tracking number in the dispatch, but our customer service team will contact you via phone to inform you of when your order will be arriving. *Currently experiencing delays*


 


Returns


We are sure you will love your Flooring Direct product, but in the unlikely situation you wish to return your goods, we operate under a 30 day returns policy. 

When returning your goods, please provide a letter detailing your name, order reference (return reference) and date, with a brief overview of why you are returning your product. This helps us process your return as efficiently as possible. 

You can usually expect your refund within 72 hours of the goods being received and inspected. However, refunds can take between 3-5 days to show in your account.

Please email or phone us for the returns information you will need to send your order back to us. We will provide you with the returns address and a returns number to add to your parcel.

We request that any items are returned in the original packaging and are in the same condition as at the time of purchase. We are unable to accept a return of any items that have been cut or fitted, therefore we request that you inspect your products fully before you do so. 

Returns are the customers responsibility to arrange, so we ask that you find a professional courier who will provide you with insurance for your return. We cannot accept, refund nor replace any damages sustained during this process.

It is important to note, we offer free samples across the entirety of our website, therefore, we accept no responsibility for orders that do not match your specification where a sample has not been ordered beforehand. In such situation, we will refund your goods but will not be accountable for the arrangement or costs of the return. We reserve the right to deduct any original postage costs incurred by ourselves before the refund is processed. At Flooring Direct, we provide free samples for 95% of our flooring products including carpet, laminate flooring, vinyl floors, luxury vinyl tiles, wooden flooring and artificial grass.


Damaged Goods


Upon delivery of your item at the requested location, please ensure to inspect the goods before cutting and fitting, as any damages must be noted on the courier documentation. In the event of receiving damaged goods, you should 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, you may be liable for the full cost of the delivery fee, as well as the subsequent return and re-delivery charges.


Cancellations


In the event you should request to cancel your order, customers have a 6-hour period after placing the order to contact the customer service team and notify them of any cancellations or amendments. However, not all cancellation requests are guaranteed during this 6-hour window, as the time of placing your order can impact the processing of your order. Unfortunately, no amendments or cancellations can be approved after your order has begun processing and sent to the warehouse to be cut. 


Contact Us


If this page has not answered your query, then please do not hesitate to contact our customer service team. We are always on hand to assist you in any way possible to ensure you have an satisfying and problem free experience with Flooring Direct. 

If your query relates to a delivery, order or the couriers we use, we respectfully ask for you to not contact the couriers directly. We will be able to quickly inform you of any progression with your order. 

03331234581 | info@flooringdirect.co.uk

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