Order Placement and Communication
Upon placing an order you will receive a confirmation of order. You must reply to this email before your items are dispatched to confirm the items ordered, regardless of how the order is placed (on-line, in-store, via telephone) .
If you do not reply to the email and the items are subsequently dispatched and you receive a confirmation of dispatch you will be liable for all carriage costs incurred in the delivery, return, and re-delivery of the items even if the items ordered are incorrect.
It is also your responsibility to inform us if you do not received either the order confirmation or dispatch email and if the items dispatched are as per you order confirmation email or invoice and are incorrect you will still be liable for all costs involved as previously specified regardless of not replying to the order confirmation or not receiving the order confirmation email, dispatch email or invoice in store.
Standard Delivery may be charged varying rates depending on order value. Deliveries are made on the day of your choice from Monday - Friday from 8am to 6:30pm.
Any Upgraded delivery option i.e. Saturday, Next Day, Non Mainland. (These rates will vary depending on the total order Value and are subject to change at any time)
We will endeavour to ensure that your delivery is made on the day that you requested, however please be aware that any delivery date displayed is not guaranteed as we use third party carriers.
Premium Delivery rates only apply to the palliated items you will receive, they do not cover the non arrival on the specified date of any accessory deliveries such as beading, trim, glues etc. The charge will not be refunded or reduced for non delivery of the items specified above.
Unfortunately at the present time we are unable to deliver to Scotland or Northern Ireland.
FREE Delivery Option
Only available when you spend order £199 (including vat which is the only price displayed on our website) is only available to Laminate, Solid, Engineered Wood and Accessories for a standard delivery option (and only when a laminate, solid or engineered product is ordered in conjunction with accessories).
Deliveries to non mainland addresses are chargeable and are reflected on the checkout screen. If the incorrect delivery type is chosen i.e. Standard for the Isle of Man or Isle of Wight, we will be unable to dispatch the item until the difference in the delivery cost is paid in full.
We aim to process all orders for dispatch within 24 Working hours upon order confirmation receipt. Our courier is advised to deliver on your required date and is requested to contact you the morning of delivery.
For insurance reasons all deliveries are kerb-side only and we highly recommend that you have assistance in carrying the goods into your home. If a delivery is refused for any other reason other than damaged goods you will be liable for the full cost of delivery, return (where applicable) and any subsequent re-delivery charges incurred for failed delivery attempts at up to £30 inc VAT for each attempt at delivery (a maximum of 3 will be made).
You must sign for the goods upon arrival and inspect them for any damage. Under no circumstances will goods be left unsigned for. If damage has occurred, this must be noted on the courier delivery documentation and refuse only the damaged items at the time of delivery for any claims to be upheld. You must note the damage a the time of delivery with the driver on both any paper copies or electronic signature device (which some depots will provide).
You must notify us if your property has any kind of access restrictions, failure to notify us of any access restrictions for large 12 tonne vehicles may result in further delivery charges. You must note the damage a the time of delivery with the driver on both any paper copies or electronic signature device (which some depots will provide) which is presented to you.
Sample ordering and Delivery
We provide a free sample service. The first set of 3 samples are totally free of charge, if you would like to have more sent out it will be at a rate of £5 per box INC VAT over the initial 3 ordered. 3 samples fit into a single box. For example if you order 6 samples you may be charged £5 INC VAT or if you order 14 samples you may be charged £20 INC VAT. If you do not agree to pay these charges all of your sample orders may be cancelled without notification.
If your goods have been dispatched or you have already received the goods, you must follow our returns procedure by contacting us initially by email (firstname.lastname@example.org) or by telephoning us on 0161 641 9996.
Any and all returns will be subject to a 20% re-stocking fee unless otherwise stated.
It is important to note that if you received FREE DELIVERY you cancel or return your order and were not charged delivery upon order placement, we will charge all costs incurred in respect of administration, dispatch and transport of your items to the delivery address you specify. This deduction will be calculated during the return process (or if the items are refused upon delivery) and will be deducted from the refund amount you receive once your items are returned to us.
You must return the goods to us at your own expense and returns will only be accepted within 14 days of receipt; this does not apply to products specifically cut to your measurements i.e. artificial grass, vinyl or carpet as we are unable to accept returns on any items which have been custom cut.
Returns of any laminate, engineered or solid wood flooring must be palletised and will be rejected at the point of receipt if they are not.
It is the responsibility of the customer to ensure that all items are ready and adequately packaged for transit and that the items are palletised; you will need to advise the couriers if you require a pallet, shrink-wrap or strapping.
Please be advised, a refund will only be administered for those packs which are unopened and unused and are deemed in a satisfactory condition for onward sale.
We will provide you with a returns authorisation confirmation via email along with details of how and where to send your items. You must return a completed Returns Form to us by email along with a photograph of the items to be returned before they are collected.
Please contact the Customer Service Team if you have any queries at email@example.com
Discount Flooring Depot Store Returns
Any items which have been purchased in one of our stores for direct delivery to your home cannot be returned to the store for a refund. Items must be collected and shipped by a pallet courier (we would recommend using a courier of our choice for insurance reasons) and you will be liable for all transport costs incurred. Once the items have been received back to our warehouses they will be subject to inspection to ascertain if they are in resell-able condition. If resell-able you will receive a full refund for the items. If any damage has been caused before the items have been received you will incur charges for the deterioration of the value of the items.
For any further information please refer to our Terms and Conditions of Sale.