Returns Information

While we hope you love your choice of flooring from us, we understand sometimes you may change your mind. If you would like to return your order, you have 14 days after receiving your delivery to request a return and receive a full refund.  

To make a return please log into your account, within the ‘My Orders’ section, make a request using the ‘return order’ button next to the order you’d like to return.  

Our team will then get in touch and provide you with a returns form which we have completed with details for your returned items. You can then simply print out the returns form at home and attach to the outside of the boxes/items you are returning.  

Please note we are not obliged to accept any returns – whether partial or complete – after 14 days after ordering. However, we will always try our best to accept stock back where possible. Ultimately, returns are only accepted at our discretion.  

Returning your order back to us

We recommend using the below courier services to return your order with:  

• https://send.dhlparcel.co.uk/
• https://www.parcel2go.com/
• https://www.pallet2ship.co.uk/
• https://www.p4d.co.uk/pallet-delivery 

Please ensure your order is safely and securely packed for transport. It is your responsibility to make sure the goods are sent back to us in their original condition, including all original packaging. In the event goods arrive back damaged, we may refuse delivery and acceptance of the return and we will be in touch to confirm the next steps.

Please note responsibility and cost of making the return is your own. We would always recommend getting proof of postage from the courier as we are not able track the returns you have arranged. 

As soon as we receive your return, we will process the refund to you 3 days after safe receipt and inspection of goods, as laid out in our terms and conditions. If it has been longer than 14 days and your parcel tracking confirms the delivery has been made to us and you haven’t heard from us, please contact our customer services team via email , or alternatively via our Live Chat (Our customer care team are available Monday to Friday 8:30am – 5:30pm GMT). 

Missed/Refused Delivery

If your order arrives as arranged but we are unable to deliver, your order will be returned and refunded, however please note a £36 (incl. VAT) restocking fee will be applied. 

If you would still like to receive your order, please contact our customer services team via email, or alternatively via our Live Chat to arrange a redelivery. 

You can refuse a delivery if you no longer wish to receive it and your order will be returned and refunded via your original payment method, however please note a £36 restocking fee will be applied. Please note it is your responsibility to notify us you have refused your delivery, either via our Live Chat or via our Contact Us page.

Refunds

Once we receive your returned order, we will process the refund to you 3 days after safe receipt and inspection of goods, as laid out in our terms and conditions. 

Unhappy with your Order

In the event you are unhappy with your purchase, please contact our customer services team via our email, or alternatively via our Live Chat. Our customer care team are available Monday to Friday 8:30am – 5:30pm GMT.