Delivery Information
We aim to have all flooring delivered to you within 3-5 working days, some items such as accessories are shipped from a different warehouse and may arrive separately if ordered together with flooring.
We can't be specific on delivery times other than between 8am and 6pm Monday to Friday.
Please note that the 3-5 working days is a general guide, an on some occasions we may need to go over this guide while we await stock or there is any delays during the couriers delivery process.
Standard Delivery - £50
Standard delivery times are based on a 3-5 working day timeframe from your point of order, with the cutoff time being 12pm, after 12pm your order will be processed on to the following working day. All of our standard sized flooring (which is able to fit onto a single standard size pallet) is delivered via pallet courier, it is assumed that the delivery address will be accessible. If access is likely to be a problem please inform us at the time of order to discuss alternative delivery options.
Priority Delivery - £65
We aim to deliver our priority deliveries within 1-3 working days (cutoff time is 11am), there may be occasions where a priority delivery service may not be possible, our team will notify you if this is the case.
Delivery Surcharges
Some parts of the United Kingdom have an increased delivery cost, such as the Scottish Highlands, Northern Ireland, ROI, Off-shore islands and parts of Greater London. If your delivery post code falls within one of these areas, a delivery surcharge may be added to your total, this will be displayed on the payment page before any payment is taken.
Missed Deliveries
If your order arrives as arranged but we're unable to deliver because there's nobody home, the goods are refused by you, there's inadequate help available or the order is changed/cancelled within 48 hours of your delivery, you will be liable for any additional costs incurred for the goods being returned. The return delivery charge for failed deliveries is from £50 which is strictly non-refundable. Some areas will have a higher return fee depending on the distance from our return based in Wolverhampton, this cost will be determined by our courier partners.
Order not as expected
Goods must be inspected upon delivery. Whilst we do not expect you to check every piece, we do ask you to look for visible damage. If there is visible damage of any description, you must mark DAMAGED GOODS on the delivery note and NOTHING ELSE.
Customers must inform us directly (in addition to signing the delivery note which we may not see for a further 3 days) within 24hrs if any of their goods have been damaged during haulage. Please note that we take 8 photographs of each order whilst the order is being processed in our warehouse, and just prior to dispatch. This enables us to provide evidence of the consignments condition prior to delivery so that we can make a claim against our hauliers in the unlikely event that any damage occurs in transit.
We must have exact quantities of any damaged items within 48hrs. We will then organise replacements immediately as long as they have been signed for as damaged. If the goods are signed for as in “good condition” and later found to have been damaged and that damage was caused in transit then we cannot make a claim against the haulier and we will not be able to replace the damaged goods “Free of Charge”.
It is vitally important that whoever is signing for the goods adheres to the above. If the goods will be received by a 3rd party i.e. a builder or builders representative, it is your responsibility to ensure that they follow these instructions clearly.
Photographic evidence of ALL damage will be required to aid with any insurance claim against the haulage contractor.
Other Damage to Goods
Occasionally minor damage to goods may be found after they are unpacked. Your order should contain at least 10% extra for “cuts & waste” i.e. for extra planks/tiles that need cutting to go up against walls, corners & door frames etc. The 10% allowance assumes that ultimately 10% of the total order will be discarded in off cuts & waste. Any planks/tiles with small chips on edges or corners can easily be used within the “cuts” without compromising the integrity of the installation.
In any event, we will only replace damaged planks/tiles if the total amount of unusable planks/tiles is greater than 5% of the total order
No claim whatsoever will be entered into after 48hrs of accepting delivery of goods.
Delayed Deliveries
Although rare, sometimes delivery mishaps can happen, either down to a delay with our external courier, damaged during delivery, missing items etc, in these cases we will do all we can to make it right in a timely manner. If your goods to arrive late unfortunately we can't be held responsible for any cost associated to you such as fitters or other costs.
Using Professional Fitters
We strongly advise against booking installers for your goods until all items have been received and checked as, regrettably, we cannot be held responsible for any consequential losses. Boards should also be given time to acclimatise in the room they are intended for.
Deliveries Outside Of Mainland UK
Our couriers are able to deliver to Northern Ireland, ROI, Isle-of-Man, Isle-of-White, Guernsey and other off-shor locations, however there will be a much increased delivery surcharge for these areas. This surcharge will be displayed on your payment page before any payment is taken.
Samples Delivery Service
All samples will be sent with Royal Mail delivery on a first/second class basis, we aim to have samples delivered within 3-4 working days from placing your order. If any samples are not available we will send part of your request, or if none are available we will notify you and refund your delivery fee.
If for any reason your samples don't arrive and we can see it on the royal mail tracking, we will re-send these samples out to you at no additional charge.