Delivery

Flooring deliveries vary by state; we typically estimate 6-8 weeks for the East Coast, and 8-10 weeks for the West Coast, from the date of dispatch. Some products may take longer due to production lead times and stock availability. Unforeseen delays at customs are beyond our control and can occasionally extend these estimates. Once they have received your order, the haulage company should contact you directly with a delivery window to confirm a suitable date.
 

Flooring samples are subject to the following delivery charges:

Flooring orders are subject to the following delivery charges (US only*):
 
charged per pallet, rate varies by state
30% off when ordering more than 1 pallet

See product description for discount threshold. All charges are calculated in the checkout.
 

Delivery lead times will vary by state; we estimate 6-8 weeks for the East Coast and 8-10 weeks for the West Coast. Unforeseen delays at customs are beyond our control and can occasionally extend these lead times. 

Deliveries can be made between the hours of 8:30am – 6pm, Monday to Friday (excluding holidays). Once they have received your order, the haulage company should contact you directly with a delivery window to confirm a suitable date. Please note that this is a kerbside delivery service, and someone responsible must be available at the delivery address to check and sign for the goods upon delivery.

Flooring and fixing & care products will arrive packed on pallets or wooden crates. Deliveries are typically made using a Class A heavy-duty vehicle with a tail-lift offload, so we must be made aware of any potential access restrictions (such as narrow roads, overhanging trees, gravel driveways, steep gradients, uneven ground, weight-limited bridges, etc.) when your order is placed.

We will need to contact you to discuss potential access restrictions.

*Online orders of flooring are currently only available to customers based in the USA mainland. Please contact our flooring team for orders to Canada, Alaska or Hawaii.

View our Flooring Support page for more information.
 

Returns

Do not sign for your flooring without checking it first. It is common for the odd tile to break in transit (any breakages can typically be used for edges and off-cuts); however, should there be any damage or shortages, this must be acknowledged on the delivery note with the single word ‘damaged’. 

If you believe that more than 10% of the goods have been damaged, please contact our customer service team immediately. 

Please take care when unpacking tiles, as they can be particularly fragile. The tiles should be stored safely and handled carefully prior to installation.

To return flooring, you must notify our customer service team within 7 days of receiving your order. 

Please be aware that made-to-order items, such as wood flooring, are not eligible for returns.

Unfortunately, we cannot be held liable for return delivery fees, and all flooring must be returned in its original condition before we can issue a full refund for the cost of your items. We may be able to arrange for your flooring to be collected, but you will be liable for any charges and must make the goods available, packaging them adequately to protect against damage.

View our Flooring Support page for more information.