Shipping policy

The short version: most flooring arrives in 3–7 working days. Some smaller items (like accessories) may come separately. Deliveries are Monday–Friday, 8am–6pm—we can’t promise an exact time slot.

How we deliver

  • Flooring is usually sent on a pallet courier (single standard pallet where possible).

  • Please make sure your address is accessible. If access might be tricky, let us know when you order so we can sort an alternative.

Standard Delivery — £50

  • Typically 3–7 working days from your order.

  • Cut-off: 12pm. Orders after 12pm roll to the next working day.

Priority Delivery — £65

  • Aims for 1–3 working days.

  • Cut-off: 11am.

  • If Priority isn’t possible for your postcode or product, we’ll let you know straight away.

A quick note: 3–7 working days is a guide. Very occasionally we may run over while we await stock or if the courier hits a delay. We’ll keep you in the loop.

Delivery surcharges

Some areas carry an extra charge—Greater London, Scottish Highlands, Northern Ireland, Republic of Ireland, and off-shore islands.


If a surcharge applies, you’ll see it on the payment page before you pay.

Missed deliveries

If the courier arrives as arranged but can’t deliver (no one home, delivery refused, not enough help available for larger items, or an order is changed/cancelled within 48 hours of delivery), return charges apply.

  • Return delivery from £75 (non-refundable).

  • Some areas cost more depending on distance from our return base in Wolverhampton—our courier sets this.

When your order arrives (please read)

  • Check for visible damage on delivery. You don’t need to unbox everything, but do have a look.

  • If you see any visible damage, write only “DAMAGED GOODS” on the delivery note—nothing else.

  • Then tell us within 24 hours so we can start a claim with the haulier.

  • We photograph every order in our warehouse (8 images) just before dispatch so we can evidence its condition if needed.

  • We’ll need exact quantities of any damaged items within 48 hours. If the goods were signed as “good condition” and later found to be transit-damaged, we can’t claim against the haulier and can’t replace free of charge.

If a third party (builder, fitter, neighbour) signs for you, please make sure they follow the above.

Photos are required for any damage claim.

Minor marks & waste (what’s normal)

Most installs need around 10% extra for cuts and waste. Small chips on corners/edges can usually be used in cut sections without affecting your finish.
We will replace only if unusable planks/tiles exceed 5% of your total order.
No claims can be accepted after 48 hours of accepting delivery.

Delays & cancellations

If a courier delay happens (rare, but it can), we’ll work quickly to put it right. Unfortunately, we can’t cover consequential costs (e.g., fitter fees).
If you cancel after dispatch, you’ll be liable for the outbound delivery and return costs.

Using professional fitters

Please don’t book your fitter until everything has arrived and you’ve checked it. Boards also need time to acclimatise in the room before fitting.

Outside Mainland UK

We can deliver to Northern Ireland, ROI, Isle of Man, Isle of Wight, Guernsey and other off-shore locations—there will be a higher surcharge shown before you pay.

Samples

Samples are sent via Royal Mail (1st/2nd class) and usually arrive in 3–4 working days.
If any sample is out of stock, we’ll part-send or refund the delivery fee.
If tracking shows a hiccup, we’ll resend at no extra cost.