Terms and Conditions
Shipping and Return
Orders processed before noon can generally be despatched the same day to be with you within 2 days. We provide samples for all our floor and wall products. Do not order a floor without obtaining a sample from us beforehand - they can be obtained at little or no cost to you.
Do not order at the last moment. Whilst we endeavour to keep stock levels high, we sometimes have large orders or brexit delays from Portugal so we recommend ordering well in advance. Furthermore, all natural flooring products require at least a few days to acclimatise in the room of installation. Delivery schedules are given in good faith. We cannot accept liability for delays. We advise you to arrange installation after receipt of your flooring. Charges assume there is free and easy access to the delivery address otherwise it may incur delays and additional fees.
We use third-party delivery agents and thus cannot be in full control of the delivery process. Therefore it is best to give us as much information regarding your special circumstances such as parking restrictions, narrow roads and postcode anomalies.
Except for samples, all deliveries require someone to be present at the delivery address. Unfortunately, drivers are unable to deliver to neighbours unless this is specified at the time of ordering. Larger consignments, typical over 150Kg, will be delivered by pallet. This pallet can only be dropped at the kerbside of the delivery address, so you must be prepared to carry the goods which may require 2 people as a pack of flooring can weigh up to 16Kg. Currently, our pallet service does not have real-time tracking. To aid delivery, we ask you to provide a phone number to contact you on the delivery day. If your premises has bad mobile reception please also provide a landline number if possible.
In the rare event that your goods have been damaged in transit, it is important to sign for the goods as damaged and notify us with 1 working day. Photographs aid greatly in these circumstances.
We are confident that you will be delighted with your purchase. However, if you change your mind, you are welcome to return the goods at your expense within 14 days as long as they're in a re-saleable condition and receive your money back. After 14 days we may charge a 15% restocking fee if an alternative product is not sought from us.
These terms do not affect your rights under the Distance Selling Regulations and Consumer Rights Act.