Delivery Information

Before ordering please read our delivery policy below. 

Dispatch Policy

While every effort will be made to ensure that all items shown are in stock we offer no guarantee of availability and this electronic publication does not constitute an offer for sale. Goods delivered will normally arrive between 8am and 5.30pm, Monday to Friday. You are able to supply your preferred delivery day in the shopping cart, when you purchase your choice of products. We will then contact you to confirm if this date is possible, or to arrange an alternate date that is convenient for you.

Orders are dispatched from supplier stock with a minimum lead time of 3 working days. Next day delivery can be arranged if needed. If and where next day (via phone service) delivery has been agreed orders must be placed and full payment cleared before 10am. We cannot offer next day deliveries for orders placed over the weekend or bank holidays. All next day delivers are subject to stock. Charges for delivery may be based on post code location and also the weight of the product of which information is available from the sales team on 0845 293 9374.

During the checkout process you will be asked to input your post code, this will then calculate your delivery charge. Alternatively you can collect the goods from our Midlands collection centre with a picking surcharge by prior arrangement. Due to insurance guidelines of our supply chain logistics companies all flooring deliveries are made to kerb-side at the nearest access point to the delivery address for the delivery vehicle.

As deliveries can be made by a large lorry or van, it is assumed that the delivery address will be accessible by lorry. If there is likely to be a problem, e.g. the road is subject to a vehicle weight or width limit, please inform us at the time of order.

Deliveries will be made between 8.00 am and 6.00 pm which does not allow for. We are unable to give an estimate of delivery time as all deliveries are at the courier discretion. If a courier arrives at your address and is unable to deliver on the arranged delivery date because you are not there, refuse to sign or you refuse delivery you will be liable for the cost of any re-delivery charge when applicable. Deliveries cannot be left outside in porches, garages or any other location. Every effort is made to ensure that your goods are delivered in perfect condition.

Please inspect your goods immediately on delivery as no claims with regard to damaged items can be made after our driver has left the delivery address unless signed for as damaged on delivery. In the unlikely event that some of your goods are damaged we will collect and replace the product. Any claims must be made within 7 days of receipt of goods. No liability can be accepted for costs caused by late deliveries or for any other reason. Therefore we advise against booking trades for installations until goods have been received.

When Your Order Arrives

When your order arrives, you want to be sure the quantities match what you ordered. To guarantee customer satisfaction, please make note of the following when receiving your order: Visually inspect the condition and entirety of your delivery, make sure to note missing items or damaged materials. The order confirmation email you received lists all the materials and quantities you ordered.

You will need to examine the pallet and count each item to make sure everything ordered has been received. Unless specifically requested (additional cost), all deliveries are kerb-side. This means that you (or someone able) must be home to take the material from the trailer to your home. The driver will only unload to the curb-side and are not allowed to enter your home.

DO NOT let the driver leave until you have verified the material received is in good condition and that all material has been accounted for. Any damages or missing items must be noted on your delivery receipt and reported to us by email or by phone with 24 hours of receipt of delivery. If not noted we are unable to process with any replacement products.

Prior to Installation Please ensure that you inspect your goods prior to installation and that the goods are correct as per your order and that you are happy with the appearance and quality.

Once the installation has started no claims for incorrect goods will be considered or accepted. It is also the responsibility of the person installing the floor to de-select any faulty or damaged boards prior to the installation as no claims for faulty or damaged boards can be accepted after the installation.

Damaged or Faulty Goods

All carriers are selected through stringent guidelines for service and quality control. If you have a concern regarding delivery, please advise our sales department immediately. Out of our total orders placed and shipped, our company only receives 1.1% (actual percentage) in claims initiated by customers.

Damaged or faulty goods must be reported to us immediately on delivery either by phone: 0845 293 9374 or email: [email protected]. Any damaged goods MUST be signed as damaged on the delivery note. We will then make further arrangements with you to replace the damaged goods.

Do I need to make any special arrangements for delivery? 
Yes. Delivery of your wood flooring is direct by a lorry. There needs to be suitable access to your property.  If, for example, there are restrictions to the entry of your property or timing restrictions, please let us know. We will make your delivery as close to your property as possible. 
Please note: We only offer 'curb-side' delivery service - our courier/s is not insured to carry the delivery into your property; therefore you need to arrange for at least two able-bodied people to be at home in order to receive your order.

What happens if I'm not there to receive my order, once I've agreed a delivery date? 
The delivery details will have been agreed with you. If for any reason you find you are unable to accept the delivery as arranged, we require 24 hours notice to rearrange a drop off. However, if we arrive to make the delivery and you are unable to accept it (either by not being there or not having suitable help to carry your order), our courier will take the delivery back to the warehouse. There will be a re-delivery charge of up to £70 before we are able to re-arrange your delivery

Cancellations and Returns (Applicable for Internet Sales only).

In accordance with the 'Distance Selling Regulations' and 'EU Consumer Rights Directive 2014' you have the right to cancel your order, up to 14 days of the purchase date with the exclusion of any surcharges or special delivery charges that may have been applied prior to delivery. All returns and cancellations must conform to the guidelines laid out in the “Distance Selling Regulation” a guide of which can be found at: www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf
If goods have not been dispatched we will refund you the full invoice amount including standard P&P charges within 7 working days. If your goods have been picked or dispatched from our supply warehouse but not delivered, we will refund in full, less any direct expenses – example; extra transport or restocking costs involved. Any goods which are dispatched directly from the manufacturer may involve a re-stocking charge as these are special order. If you have taken delivery for your goods you must return the goods to us at your own expense following our returns procedure subject to restocking-cancellation charge. If goods/items are despatched using a special or delivery request process any refund of these charges will not honoured.
Returns within the remit will only be accepted within 7 days of receipt. We will then refund the order in full minus and dedctions that are applicable less any direct expenses we may have incurred in fulfilling the original agreement. Direct expenses incurred include any delivery costs of which deliveries are calculated by weight and delivery location. If the delivery is refused and cancelled, all courier costs will be deducted from the refund. All goods must be packed and unopened as they were received.
Refunds will be made to the payment card that was initially used to make the purchase or company cheque, within 7 days of goods accepted and inspected once in receipt to our designated returns depot. Returns and cancellations cannot be accepted on special order products (indicated on order or product description. Some items (indicated on order or product description) may incur a re-stocking charge, if change of mind then restocking charge will be variable based on 50-75%. To cancel your order you must inform us either in writing or by email: [email protected] prior to delivery to avoid any charges or charge back penalty.

Arrangement of Trade Contractors/installers

Taking into consideration the many variables in deliveries, we strongly recommend that you do not book your installer until after you have received your order in its entirety. Manufacture times, weather, supply-demand conditions, and replacement delivery for damaged items are just some of the instances that may delay your order. Please schedule your install to ensure you have allocated time to receive your order.

We cannot be held liable for failure to meet scheduled installation dates due to delivery. Delivery dates are approximates and, as such, cannot be promised under any circumstance. Prices and Tax the price shown for the goods excludes VAT. This will be added as you go through the checkout and before you make your purchase.