FAQs

How can I pay for my flooring?

We accept Visa, Mastercard or American Express debit card or credit cards.
If a payment’s refused, this could be because your card issuer has stopped it. Occasionally, it might be down to our own security checks.

Is my payment to you secure?

All payments made to our site are secure. We use Shopify Payments at checkout which allows you to checkout using VISA, Mastercard, Apple Pay, Google Pay and more. We also accept PayPal.

When will my payment to you show?

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.

Can I order any other way than online?

Yes. We can take your order over the phone if you’d prefer to do it this way – just call 0330 094 5445. We’re available 9-5pm Monday-Friday.

Do you offer interest free credit?

Yes, we do. The minimum amount for this is £299 and you’ll need to put down a deposit (10% min). We also offer finance over 24-60 months, although this isn’t interest free. To find out more, go to our finance page.

What do I if I can’t find my receipt?

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.

Can I return my order to you?

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.

Who do I contact if I have any problems with my order or products?

You can always get in touch by email, telephone or live chat (if it’s available) and we’ll do our best to help.

How long does a refund take?

You’ll normally receive a refund around 3-5 working days after we’ve processed it.

How do I know you’ve received my returned item?

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.

Where can I read your terms and conditions?

You can find our terms and conditions here.

Where can I read your privacy policy?

You can find our privacy policy here.

Can I visit your stores?

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 request a free sample.

How long will my order take to be delivered?

Delivery times are between 7am-6pm, Monday to Friday. We aim to have your order with you in 3-5 working days.

Can I choose/change my delivery date?

We’ll always confirm your delivery date to you (usually the next working day or the one after that depending when you ordered), but if you’d like to change it for a time that’s more convenient, please get in touch.

Can I change my delivery address?

Please let us know if you need to change anything to do with your order.

Do you deliver outside of the UK?

At the minute, we can only deliver to UK addresses.

Do you charge a delivery fee?

Our deliveries our free of charge to mainland UK addresses on orders over £299. Orders under £299 will incur a delivery charge of £40. Some addresses (e.g. those in the Highlands, Channel Islands or Northern Ireland) may have an additional surcharge added. We’ll let you know how much this is when you order.

Can I collect my flooring in person?

As we only sell online, you won’t be able to collect your order. It can only be delivered to your address.

Can you deliver to my address if no-one is at home?

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.

How can I ask questions about products or services?

If there’s still something you’re not sure about or can’t find what you’re looking for, please get in touch.

How quickly do you reply to emails?

How quickly do you reply to emails?

What times are you open?

Our website and online shop is always open, so please visit whenever you like!

Our phone lines are available between 9-5pm Monday-Friday

We also have a live chat that’s manned for 20 hours a day. If you can see it’s available, simply start typing to talk to us.

I’m in the trade – do you offer any discounts or deals?

We’d love to hear from you if you’re a trader – please call us or send us an email in the first instance.