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For any orders over £199, delivery is free, while orders under £199 will be charged £19.99 for delivery. For any orders of accessories, we offer a reduced delivery charge of between £9.99-£14.99 within 72 hours. For palletised products including but not limited to. Laminate flooring, Spc, LVT, wood flooring, a delivery charge of £49.99 will be charged. for single packs we may be able to charge less, however we palletise this product due to the fragility and damage risk.
Times
We operate under a 24-hour dispatch period, aiming to deliver as soon as 2 days after confirmation of processing. Deliveries to offshore post codes and the highlands may take between 3-7 days. In peak periods, we may dispatch orders over the weekend, however, they will not be picked up by the courier until Monday afternoon. Please allow up to 7 working days before contacting our customer service team for updates surrounding delivery and tracking information. Before this time, we cannot provide any updates on the whereabouts of your order.
Should we need any further details or information from the customer surrounding a case, please expect to be contacted via email, ensuring you check your spam/junk email boxes for this reason. All timeframes will be upheld where possible and we ask that you please be aware that all our delivery times are estimates.
Services
We offer a one-man, kerbside delivery service, during which our drivers have no obligation to carry your products inside the property. We strongly advise against booking flooring fitters in advance to receiving your product in case of unexpected delays or unforeseen issues with your order. We cannot be held accountable for any consequential financial losses caused by this.
All flooring products, accessories and underlay are shipped from alternative site locations which could result in parts of you order arriving separately, we ask you are mindful of this when placing/receiving your order.
Contact our customer service advisers on 0333 1234 581 if you have any queries regarding your order.
Tracking
We send a dispatch email with tracking information once your order has been shipped. If your order is being delivered by couriers who offer a tracking service, you will receive a tracking link. We recommend that you check your tracking link each morning as this will update to show "Out For Delivery" on the morning it is loaded to a delivery vehicle. If your order is being delivered on our own transport we will contact you prior to arrange delivery.
Contact Us
Head to our 'Contact Us' page for more information surrounding how you can reach the Flooring Direct Team. Our customer service team are available via email, phone, live chat and social media.Our customer service team are always on hand to assist you in any way possible. If you have a query surrounding our delivery processes, your order or the couriers we use, we respectfully ask for you to contact us directly rather than the couriers. We will be able to quickly inform you of any progression with your order.
We are sure you will love your Flooring Direct product, but in the unlikely situation you wish to return your goods, we operate with a 30 day returns policy. You can usually expect your refund within 72 hours of the goods being received and inspected. However, refunds can take between 3-5 days to show in your account.
We request that any items are returned in the original packaging and are in the same condition as at the time of purchase. We are unable to accept a return of any items that have been cut or fitted, therefore we request that you inspect your products fully before you do so.
Returns are the customers responsibility to arrange, so we ask that you find a professional courier who will provide you with insurance for your return. We cannot accept, refund nor replace any damages sustained during this process.
It is important to note, at Flooring Direct, we provide free samples for 95% of our flooring products including carpet, laminate flooring, vinyl floors, luxury vinyl tiles, wooden flooring and artificial grass. Therefore, we accept no responsibility for orders that do not match your specification where a sample has not been ordered beforehand. In such situation, we will refund your goods but will not be accountable for the arrangement or costs of the return. We reserve the right to deduct any original postage costs incurred by ourselves before the refund is processed.
When returning your goods, please provide a letter detailing your name, order reference (return reference) and date, with a brief overview of why you are returning your product. This helps us process your return as efficiently as possible. Please email or phone our customer service team for the returns information you will need to send your order back to us. We will provide you with the returns address and a returns number to add to your parcel.
Payment & Security
Security
Flooring Direct takes security seriously. We use industry-standard secure sockets layer (SSL) 128-bit encryption technology to ensure that all your personal and transactional information is encrypted before transmission.
Our robust security policies are to safeguard your privacy from unauthorised access / improper use and we will continue to implement ever-more secure technology as it becomes available.
We cannot be responsible for the privacy policies and practices of other websites. If you access partner or affiliate sites using links from our website, we recommend that you check their security policy when you visit. Wherever possible we've linked with sites that show the same commitment to security and also offer SSL encryption.
For maximum security, we ask you to choose a password to access your data on our site. Your password is unique and helps us to protect your personal information. You must keep this password safe and must not disclose it to anyone.
We have a few options for you if you forget your password or you want to change it for any reason. Simply click the link at the top right of our homepage or for more help simply email us.
Please note that communications over the Internet are not secure unless they have been encrypted, never disclose sensitive information in an email/webmail. Your communications may route through a number of countries before being delivered - this is the nature of the World Wide Web/Internet. We cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control.
Payment
The buyer of the goods must make payment in full to the seller before the goods will be dispatched. Partial payment for goods or services will not be accepted.
Payment is accepted by Visa, MasterCard, Switch, Delta, Visa Debit, Visa Electron, Maestro. We do not accept cheques.
All payments will be processed via Sagepay unless otherwise stated.
The personal data collected whilst processing a payment will be used in full compliance with the Data Protection Act 1998 and in accordance with the published Privacy Policy.
Payments are processed at the time of order and will be deducted from your nominated payment account, if insufficient funds are available for the order to be processed your payment will be automatically declined.
We will not be liable for any additional card, bank processing fees or charges (such as refund charges or overdraft facilities or similar) incurred as a result of ordering any goods and services from us.
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