F.A.Q's

I am unsure what products I need?

We are happy to help you select and ensure products which are suitable for your requirements along with any recommended accessories. We try to offer as many details as possible on our product pages so please read through all the product information and description carefully.

Are samples available?

Samples are available via our product pages, simply click the ‘request a sample’ button on the product and we will send you a small sample of the product so you can view the product before you buy from us. Samples are not available on types of wooden flooring. These will hopefully be made available in the early part of 2020.

I do not know how much flooring I need.

Please see our ‘measuring guide’ to help you to calculate exactly how much of a product you will need for your project.

I am having difficulty placing my order, can you help me?

If you are having difficulties placing your order or any other aspect of our website, please feel free to contact us via email sales@flooringdirect.co.uk or on our freephone number 0800 6444 581 between 9am – 5pm Monday – Friday where our experienced team will be happy to assist you.

What are the delivery charges?

Please see our delivery information page for full delivery details. This includes important information we recommend you read prior to receiving your order. Fast and free delivery does not apply to laminate or wood flooring deliveries due to the fragile nature of the product, so we have a £29 delivery fee for these products to send with a specialist courier to avoid damages.

Do delivery charges vary depending on where I live?

Delivery charges displayed are for mainland England and Wales only. These rates are direct from our couriers and may vary between postcodes and/ or the service required. Your confirmed delivery costs should be calculated and displayed at the point of placing your order. For deliveries outside of these areas please contact us for rates and coverage information

How long after placing my order can I expect delivery?

Once you have placed your order you will be given an estimated delivery date for your order. Please also see our delivery information page for delivery timescales and important information you should know prior to receiving your order.

What if I need to cancel my order?

You may cancel your order anytime up to the point of dispatch, cancelled orders after we have dispatched will incur charges payable by you.

Deliveries refused at the point of delivery for any other reasons other than damage will result in you being liable for the full cost of the delivery, return and subsequent re-delivery charges.

Please be advised that whilst we do our best to ensure your order arrives with you on time, we do not guarantee deliveries as we do use third party couriers.

What is your returns policy?

We want you to be completely happy with your purchase from us and 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.

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 transit as we will not accept, refund or replace any damaged items back into our warehouse.

To assist us in processing your return as efficiently as possible, please provide a covering letter with your return detailing your name, order reference (return number) 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 then inspected so refunds can usually be expected within 72 hours of the receipt of the return.

Are my payment details safe online?

Your credit card details are only entered on our payment partners highly secure server, eCommerce supporting company Sage Pay. Sage Pay is accredited by all the major banks including Lloyds TSB, Cardnet, Bank of Scotland, Barclays Merchant Services, HSBC, Natwest Streamline, American Express, Diners Card, JCB, and Euroconex to provide secure online payment processing.

Sage Pay has the highest level of card data security (PCI DSS Level 1 compliant) so our customers can trade with peace of mind and shoppers are protected against fraud.

Sage Pay is known as one of the most trusted payment companies in Europe.

How can I contact Flooring Direct?

We have tried to add as much detail on our website to assist you at all levels in processing your order, however, if you have looked through all of the information we have provided and you still have a query you wish us to assist you with, please feel to contact us via email sales@flooringdirect.co.uk. Our expert customer service team is also contactable on our freephone number 0845 6444 581 between 9am – 5pm Monday – Friday (excluding public holidays).

What is Pile Reversal? My Carpet looks different

Occasionally, you will come up against something known as ‘Pile Reversal’. Unfortunately, it is not possible for anyone to assure that pile reversal will not develop in any carpet. If you notice your pile carpet developing a pooling of colours or showing up different shades, then this would be pile reversal. Pile reversal changes the appearance of your carpet, with lots of people stating that it appears as though it is full of water spillages.

What are the different types of carpet fibre?

At Flooring Direct, we stock a wide range of carpets online which use the following fibres:

Natural Carpet - Flooring Direct is one of the leading stockists of natural carpet in the UK. Across the UK Flooring Direct provides unbeatable prices. Offering a huge selection and next day delivery, you can even order your free samples of carpet to ensure they are the right purchases for you. Natural carpet is ideal for living rooms as it is versatile and hard-wearing. If you cannot find any natural carpet on our website then it is out of stock, although this is highly unlikely to ever occur. 

Wool Carpet - Wool carpet is more popular than ever. If you are coming here to find out which carpet you should choose. Long-lasting and easy to maintain, we the wool carpets provide natural insulation for the winter months. Many of our wool carpets are often a blend of manmade fibres, and this makes them durable, providing longevity even in rooms with heavy volumes of traffic. 

Nylon Carpet - This is the hardest wearing synthetic fibre and increases carpets longevity. As we provide a wide range of coloured carpet, the more colourful the carpet, the more likely it is to be a nylon carpet. 

  

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