Advice Center


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.

Filter Questions

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How can I pay for my order?

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.

Is my payment to you secure?

All payments made to our site are secure. We use Shopify Payments (Shop Pay) as our payment provider.

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 5455. We’re available 9-5pm Monday-Friday.

Do you offer interest free credit?

Yes, we do! To find out more, go to finance page. We're also now partnering with Klarna to offer more interest-free options. Visit our dedicated Klarna page for further information.

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.

You’ll find our contact details here.

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. You’ll find our contact details here.

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 try a free sample of any of our artificial grasses.

Can I read any reviews about you?

To read independent reviews left by our customers, please head over to our TrustPilot page.

How long will my order take to be delivered?

Please visit our delivery page for up-to-date times and further information.

Can I choose/change my delivery date?

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.

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 mainland UK addresses. Any orders placed outside of mainland UK may face a surcharge.

Do you charge a delivery fee?

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.

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.

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. You’ll find our contact details here.