Delivery

Flooring samples are subject to the following delivery charges:

Flooring orders are subject to the following delivery charges (UK only*):
 
starting from £78 per pallet,
subsequent pallets are half price

All charges are calculated in the checkout (rates can vary based on location).
 

Delivery can be arranged from as soon as 2 working days, up to 4 weeks from the date of order. Deliveries can be made between the hours of 8:30am – 6pm, Monday to Friday (excluding bank holidays). Please note that this is a kerbside delivery service, and someone responsible must be available at the delivery address to check and sign for the goods upon delivery.

Flooring will arrive packed on pallets or wooden crates (adhesives, grouts, sealers and care products may arrive separately). Deliveries are typically made using an 18-tonne lorry, so we must be made aware of any potential access restrictions (such as narrow roads, overhanging trees, gravel driveways, steep gradients, uneven ground, weight-limited bridges, red routes, etc.) when your order is placed.

We will need to call you to confirm your delivery date and to discuss potential access restrictions.

*Online orders of flooring are currently only available to customers based in the UK. Please contact our flooring team for international orders.

View our Flooring Support page for more information.
 

Returns

Do not sign for your flooring without checking it first. It is common for the odd tile to break in transit (any breakages can typically be used for edges and off-cuts); however, should there be any damage or shortages, this must be acknowledged on the delivery note with the single word ‘damaged’. 

If you believe that more than 10% of the goods have been damaged, please contact our customer service team immediately. 

Please take care when unpacking tiles, as they can be particularly fragile. The tiles should be stored safely and handled carefully prior to installation.

To return flooring, you must notify our customer service team within 14 days of receiving your order.

Please be aware that made-to-order items, such as wood flooring, are not eligible for returns.

Unfortunately, we cannot be held liable for return delivery fees, and all flooring must be returned in its original condition before we can issue a full refund for the cost of your items. We may be able to arrange for your flooring to be collected, but you will be liable for any charges and must make the goods available, packaging them adequately to protect against damage.

View our Flooring Support page for more information.