All About Your Delivery

Have some questions about your delivery? You've come to the right place.

To find out about your delivery options click here.

1. Your order gets dispatched

Once your order is on its way, we’ll send you an email with a delivery date.
2. On the day

On your delivery day, you’ll receive a text message and email once your order's been loaded and is on its way to you.
3. It gets delivered!

Your order will be delivered as close to the property as possible. Now it’s time to enjoy your new floor!

FAQs

Pre-delivery Information

When will I find out my delivery date?

We’ll email you to confirm your exact delivery date as soon as the order has been dispatched from our warehouse.

Will I get tracking updates from the delivery company?

Yes, you’ll be able to track your orders with our delivery partners’ tracking service. These will be sent to you at each stage of the journey via email and text message.

Will I get an Estimated Time of Arrival?

On the day of delivery you’ll get a text message and email once your order's been loaded onto the courier's vehicle and is on route. Our deliveries take place throughout the day from 9am-6pm but unfortunately, we can't give an exact time window. If you haven't received an update from the courier in the morning, your order will have been scheduled to go out on the afternoon delivery instead which leaves at around 3pm each day. If you have any questions around this, our helpful customer service team are on hand to help.

When will my next day delivery arrive?

If you've placed your order before 12pm you will be guaranteed to receive your delivery on the next working day. Any orders placed over the weekend or on bank holidays will be processed on the first working day of the following week for delivery the following working day.

 

What happens when my floor arrives?

How will my order be delivered?

Depending on your order, the flooring will either be placed on pallets and delivered by a Heavy Goods Vehicle, or securely wrapped and sent with a courier in a van. Just let us know in advance if you have restricted access which limits the size of the vehicle and we’ll be able to arrange a suitable delivery option.

Where will they be delivered?

All of our pallet orders are delivered to the kerbside, which means that the driver will get the pallet as close as possible to the property, but any hazards or obstacles may affect this.

Will the goods be brought into my property?

Unfortunately, due to the COVID-19 pandemic and government regulations, our delivery partners aren’t currently able to bring your order inside. We do hope we can offer this service again as soon as it’s safe to do so. In the meantime, please make sure someone is at home to accept the delivery and that someone is available to assist with taking the goods inside.

I live in a rural location. How will my delivery driver find me?

In case you have an address that might be tricky for delivery drivers to find, our delivery partner, Pallex, is set up to use what3words to help drivers know exactly where to deliver. What3words is system that has created unique codes made up of 3 words for every 3 metre squared location in the world. If you have a what3words code for your address you can provide this when placing your order to make it easier for our delivery drivers to find you. This is especially useful in rural areas.

 

Changes, damages & returns

What happens if my goods arrive damaged?

We make sure to quality-check all of our orders when they’re picked in the warehouse, and then again before they’re dispatched so that everything arrives safe and sound. But in the rare event that your order gets damaged in transit, there’s no need to worry. All you need to do is accept the delivery and then send us a picture of the damaged items. One of our helpful team will be in touch to replace the items and resolve the issue as quickly as possible.

What happens if I receive the wrong goods?

As we mentioned above, all of our orders are quality-checked when picked and again before dispatch so that the correct order will be delivered to you. But if you do have any concerns about the order you’ve received, then we’re here to help. Simply accept the delivery and then send us a picture of the order you’re concerned about. One of our helpful team will be in touch to resolve the issue as quickly as possible.

What should I do if I haven’t received enough packs?

If you don’t receive as many packs as expected there’s no need to worry. Our pack sizes vary so sometimes that means you won’t get the exact amount as shown on your order but you will always get enough to cover your area.

Will my order arrive in separate deliveries?

We always try our hardest to make sure that your order arrives in one delivery. However in some cases, your order could arrive from two different couriers. This might be because of irregular-shaped goods or orders coming from two separate warehouses. If this happens, we’ll let you know once your order is dispatched.

What happens if I want to amend my order?

If you need to amend your order for any reason, feel free to make changes until it leaves our warehouse. After dispatch we won’t be able to amend your order. If you do need to make changes after this point, please contact one of our helpful team and they’ll be able to assist.

What happens if I want to cancel my order?

If your plans change, you can cancel your order until it leaves our warehouse. After dispatch we won’t be able to cancel your order immediately. If you do find yourself needing to cancel after this point, please get in touch with one of our helpful team and they’ll be able to assist.

What happens if I need to return my order?

If you do need to return some of, or all of, your order, we have a 14 day return period for you to send items back to us for a refund. This starts from the date you receive your order. Please take a look at our returns page with more information on how to do this: by clicking here.



Not answered your questions?

Give our friendly after sales team a call on 0333 577 0025 or email us at [email protected]