1. We recommend, not to book a fitter before your floor arrives.

2. Check your order has the correct information:

a. Correct product.

b. Correct delivery address.

c. Correct telephone numbers.

3. If any of these are incorrect, let us know immediately. If you don’t let us know this may delay your order and you may have costs for returning your items.

Do you live in a narrow street or cul-de-sac? Any low bridges around??Would an 18-tonne lorry fit? If not we may need to arrange smaller van instead. Please let us know. If you don't tell us any of this information, it may delay your delivery and cost you extra money.? 

Currently we only deliver to UK addresses in England and Wales

In the unlikely event your goods arrive damage we ask that you complete this FORM on the day of delivery. We ask that you provide all relevant information to ensure that we can replace the damaged board. Failure to provide relevant information will delay the replacement process. 

Delivery drivers are not insured to carry the delivery inside for you. If you’re not going to be able to carry the goods in yourself, make sure you have someone there to help you. Please do not ask the drivers as they may decline at their preference.

We would encourage you to take a moment to familiarise yourself with our Delivery Methods and what to expect on the day of delivery.

Check your goods whilst the driver is there. Have you the right amount? Is there anything missing? Is this the correct floor? 

As per your invoice, we do rename products to avoid having to charge the manufacturers RRP price. Check your invoice (supplied in your order & dispatch confirmation emails) against the items you have received to ensure they are the correct product.  

We advise you keep a pair of scissors to hand to enable you to remove and wrap on the pallet and assess the boxes properly. All damage must be signed for with the driver. Once you have signed for a delivery, it then becomes your property. ?We can accept no further responsibility for items once they have been delivered to the customer's address and signed for. For this reason, you must be available to receive and check your delivery and then store it safely upon receipt. 

If damage has been found must complete THIS FORM. Once this form has been completed we will begin an investigation. Anything not submitted on the day of delivery will not be considered. If you do not sign for damages we can not replace these goods free of charge. 

If there is an issue with any of the flooring we advise not to fit. If you do, we will be unable to supply any replacements. Ring us Immediately. 

If the driver comes and no-one is in, you will be charged for a re-delivery. Best pick a delivery day that you know you will be home all day 8:30am - 6:30pm. 

Following the above will help us, help you quicker!!!  

We can organise your delivery for the days requested, sometime issues can occur which are out of our control. We will do everything to give you notice should your floor may not be arriving as scheduled and cannot guarantee a refund for the delivery cost

We recommend having your floor installed by a professional. Within each pack you will find documents detailing the correct method for installing your flooring and within the product images on the website we also provide a video showing how the fitting system works. 

You can also check out our Help Centre too which has plenty of information for our all DIY'ers

Check all the boards before installation. You may find boards with filler and knots which you would prefer to hide or not use at all. Choose the ones you want to use in your floor the others can be cut and used as part of the 5%-10% wastage allowance you should have. This will prevent you being disappointed with the finish of your floor. 

If you wish to cancel your order we ask that this is done prior to dispatch. If you decide to cancel after your goods have been dispatched and collected by the courier, you will be deducted the carriage charges of £75.

Cancel Wood/Laminate/LVT before despatch = Full refund.

Cancel after despatch = Delivery charges will be applied £75.

To cancel please email: customerservice@discountflooringdepot.co.uk

If you wish to return items, we must be notified within 30 days of receipt of your goods. To initiate the process please click HERE and complete the form at the bottom of the page.

You have to arrange all returns and courier costs are your responsibility. You will need to contact customer service to obtain returns information and the amount you are entitled to prior to returning any goods back to us. We reserve the right to refund you by any method we deem appropriate. 

If you feel you have reason to complain, Please email customerservice@discountflooringdepot.co.uk who will send you the relevant complaints form. Please be aware complaints can take up to 28 days to be answered, depending on the nature of the complaint and whether independent inspections are required this may take longer. 

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