Once you have placed your order, our goal is to get your goods to your door as quickly and safely as possible. Upon the order being placed, we will aim to confirm your purchase via email which will also include any important information such as your delivery details. Should you have to change your delivery arrangements for whatever reason, make sure you contact us.
To help us provide you with the best possible delivery service, we arrange deliveries directly from our suppliers to save unnecessary time in transferring the goods to us ﬁrst. The deliveries may come to you on either our supplier’s transport or a appointed courier.
As is standard in our industry, all couriers are only able to deliver items to the kerbside of your delivery address, and are not permitted to enter your property. Please remember, your delivery may be heavy & bulky, so we recommend that there is adequate help available to bring the delivery indoors. It's entirely possible that your order may be delivered on a large delivery truck, so please do let us know if there are likely to be any access problems, and we can inform the courier that a lighter vehicle is required.
Whatever the method of delivery, you should always get a call to arrange a date for each delivery. If you are left a message advising a planned delivery date, please ensure you return the call to conﬁrm you will be there to receive delivery. Due to the size and weight of the goods, delivery will not be attempted unless conﬁrmation that you will be there has been received.
Most of our products are on a lead time of 4-10 working days from order so long as you can be reached to arrange delivery. Occasionally, due to demand, stock levels can be diminished resulting in longer lead times. You will, of course, be advised if this is the case.
Deliveries at this time are only limited to mainland UK,
Some Northern Scotland Postcodes are subject to longer lead times. Please contact us if you live in the following Scotland postcodes:
Ireland & Northern Ireland and some islands off the mainland are not destinations we can deliver to at the moment.
.All of our Deliveries are £30, whether its 1 item, 5 items, 20 and more. Our orders are put on our standard 3-7 working day delivery service unless otherwise agreed. However You will receive FREE Delivery when you spend over £299.
Deliveries take place between 8am and 8pm and you will be contacted by the delivery company to let you know of an estimated 2-3 hour delivery window before your order arrives with you. That way, you can know exactly when to expect your order.
Delivery lead-times quoted or advised are an estimate and should only be used as a guide. fitters should not be booked until the products have arrived on-site or to the intended delivery address. We shall not be held responsible for any expenses arising due to failed deliveries within the estimated time frame.
In the very rare event that there are any problems with the goods delivered, we recommend checking the doors for any obvious signs of damage or unsuitability BEFORE carrying out any work on the flooring as this may have an impact on your claim. If you think there is any damage or defects to your delivery, please inform the courier and refuse to sign for the delivery and notify us within 24 hours of this so we can correct the issue for you promptly. No claims for damaged or defective goods will be met unless reported at least provisionally within two working days from the date of receipt, and reported in detail within three working days
Deliveries made will be at your kerbside. We are unable to enter private residences due to insurance guidelines
Returns, Cancellations & Refunds
After we receive notice of your wish to return or cancel your order, we will always respond to your original enquiry within 24 hours. Once we have established how you wish to proceed we can begin the returns & refund process.
If you are returning goods to us at your own cost, we will always provide a full refund whenever the goods arrive back to us. This is because we always check to ensure goods are in a re-sellable condition and can be returned to stock.
If goods are damaged or faulty, then we can refund the goods as soon as they are collected from you, even before they arrive back to us.
Under the United Kingdom's Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, you have the right to cancel your order for any item purchased from FloorsOnlineUK and receive a full refund (Does not apply to special order items).
Order cancellations must always be made in writing, stating your order reference number, within 30 days of delivery of your full order. This can be sent via email or by post to the address listed below. Once you have requested to cancel your order, goods should be returned to us as noted above under the heading.
The item is your responsibility until it reaches us, for your own protection, we recommend that you send the goods using a delivery service that insures you for the value of the goods. This ensures that in the unlikely event that the goods returned to us damaged, you are covered with the courier for the full value of the shipment.If your order is faulty on arrival, you will be entitled to an exchange, replacement or a full refund upon confirmation that there is a fault. Please advise us of this ASAP with your order number as reference. Where necessary, we will arrange to collect the faulty items and replace as quick as possible.
All of our orders have a 30 day money back guarantee as standard. You have the right to cancel without giving a reason for 30 days from the point when you receive your full order.
All refunds must be returned via the original payment method. All credit/debit card refunds are subject to the standard banking process and can therefore take up to 14 working days, (Normally 3-5 the same as we receive from our merchant account) dependent on the bank which you use.
We offer full terms and conditions on any returns/cancellations and refunds on our terms and conditions page.
We reserves the right to vary these terms and conditions of sale from time to time.