Shipping policy
Accessories
We currently offer one tracked service for all UK and international deliveries.
Specific delivery charges can be found within the 'Delivery & Returns' window on each item's shop page.
To find out exactly what you'll pay for multiple items, please add them to a basket and proceed to the checkout, where the total fee will be calculated for your shipping address.
For UK orders, you will pay one delivery charge for your whole order, and this will be the maximum applicable charge. UK orders should usually be delivered within 2-3 working days. Delivery to the Scottish Highlands and Isles may take longer.
For international orders, larger products are charged per item, and these fees will stack with any charges for smaller items too. International orders should usually be delivered within 3-5 working days. Orders outside of Europe may take longer.
View our Delivery support page for more information.
Flooring
All flooring will arrive packed on pallets or wooden crates, delivered by a trusted third-party haulage company (adhesives, grouts, sealers and care products may arrive separately). Your flooring will arrive on an 18-tonne lorry with a tail-lift offload. This is a kerbside delivery service; however, where possible and depending on access restrictions, the driver will aim to use a manual pump truck to get your delivery as close to your property as possible. The driver is unable to handle the goods or enter your property, so someone responsible must be available at the delivery address to check and sign for the goods upon delivery.
We must be made aware of any potential access restrictions at the delivery address when your order is placed. Potential access restrictions include: narrow roads, overhanging trees, gravel driveways, steep gradients, uneven ground, weight-limited bridges, red routes, etc. Please try to provide as many details as you can, but don't worry if you're unsure about anything; our flooring team will call you after you have placed your order to discuss potential issues in more detail.
If we're not made aware of potential access restrictions, it could result in delays, failed deliveries or pallets being left at an inconvenient distance from your property. We are not liable for any risk or damage to the goods in these instances. If a delivery cannot be completed due to an inaccurate or incomplete delivery address, restricted access to the address or no one being present to sign for the goods, a second delivery can be arranged for an additional charge.
After delivery, you are responsible for moving your flooring to a suitable indoor, dry and frost-free area of storage. We cannot accept any liability for goods improperly stored or handled. We recommend that you arrange for a qualified and experienced fitter to be responsible for the storage, handling, laying and sealing of your flooring. You should use a good quality, suitable adhesive and grout and ensure that all floors are sealed using a good quality and recognised brand sealant (if required). We cannot accept liability in respect of any defect or damage arising from fair wear and tear, wilful damage, negligence, abnormal working conditions, defective or poor installation, misuse, alteration or repairs of the goods.