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Welcome to our FAQ hub, answering a variety of the most commonly asked questions we receive about ordering flooring online. Type your query into the search bar below to filter questions, or scroll down to browse the full list of tips and advice on your new wood, laminate, or rigid core SPC order.
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We accept Visa, Mastercard or American Express debit card or credit cards. We also accept Apple Pay, Google Pay, PayPal and 0% Finance with DivideBuy.
All payments made to our site are secure. We use Shopify Payments (Shop Pay) as our payment provider.
We’ll start processing your order as soon as you confirm it and your payment provider accepts it. However, transactions can sometimes take a few days to show up in your account.
Yes. We can take your order over the phone if you’d prefer to do it this way – just call 0330 094 5455. We’re available 9-5pm Monday-Friday.
Yes, we do! To find out more, go to finance page.
The first thing to do is check your spam folder. If it’s not there, please get in touch and we can send you a duplicate.
You’ll find our contact details here.
If you’re not happy with your order, you can return it to us. For information about how to do this, check out our dedicated returns page.
You can always get in touch by email, telephone or live chat (if it’s available) and we’ll do our best to help. You’ll find our contact details here.
You’ll normally receive a refund around 3-5 working days after we’ve processed it.
If you don’t want to wait until you see your refund arrive, you can contact us to check if we’ve received your returned items. Sometimes we might email you to let you know, but we can’t guarantee this.
You can find our terms and conditions here.
We’re an online only business, so we don’t have any physical stores. But we try and make the buying process as close to the in-store one as we can. You can talk to us if you need help or advice, or to try a free sample of any of our artificial grasses.
To read independent reviews left by our customers, please head over to our TrustPilot page.
With the ongoing pandemic, we advise up to 7-10 working days.
We’ll always confirm your delivery date to you , but if you’d like to change it for a time that’s more convenient, please get in touch.
Please let us know if you need to change anything to do with your order.
At the minute, we can only deliver to mainland UK addresses. Any orders placed outside of mainland UK may face a surcharge.
All orders above £150 are FREE of charge. The delivery fee for orders under £150 is £19.99. Some address (e.g. those in the Channel Islands) will have an additional surcharge added. We’ll let you know how much this is when you order.
We’ll only do this if you advise us that we can - we won’t be responsible if anything happens to your order once we’ve delivered it to your address and no-one is there to sign for it. If you’d like to change your delivery time for one that’s more convenient, please contact us.
We’d love to hear from you if you’re a trader – please call us or send us an email in the first instance. You’ll find our contact details here.
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