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.

Flooring deliveries are typically made using a large 18-tonne lorry, so we must be made aware of any potential access restrictions at the delivery address when your order is placed. 

If we're not made aware of potential access restrictions as soon as possible, it could result in delays, failed deliveries or pallets being left at an inconvenient distance from your property.

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.

To find out exactly what you'll pay for delivery, please add your flooring items to a basket and proceed to the checkout, where the total fee will be calculated for your address.

Charges are based on the number of pallets, starting from £78 per pallet (this rate can vary based on your location). 

Double pallets start from £180 per pallet (for wooden planks only, rate varies based on location).

Each subsequent pallet is charged at half price (excluding double pallets).

Fixing & care items, such as adhesive, grouts, sealers and cleaners, are generally included with your flooring pallet delivery. If these items are bought without flooring, they will be sent via a courier service for a separate £12 charge (up to 30kg - orders over this weight will be charged at the standard rate for pallets).

When you place your order, you will be able to choose a preferred delivery date in the checkout. 

Delivery can be arranged from as soon as 2 working days, up to 4 weeks from the date of order (terracotta and wood flooring are subject to additional lead times). Deliveries can be made between the hours of 8:30am – 6pm, Monday to Friday (excluding bank holidays).

Please note that our flooring team will need to call you to confirm your delivery date and to discuss potential access restrictions after you have placed your order.

Yes, someone responsible must be available at the delivery address to check and sign for the goods upon delivery. 

Do not sign for the goods without checking them first.

Flooring products are currently only available for delivery to addresses in the UK.

Please contact our customer service team if you are interested in ordering flooring for international delivery.

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 upon delivery, 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.

Wood is a hygroscopic material, so it is very sensitive to changes in temperature and humidity.

It is essential that you move your wood flooring indoors as soon as possible after delivery to avoid potential damage. We would advise having assistance on site on the day of delivery to ensure this is done as quickly as possible.

Please take care when unloading the goods and ensure they are stored in a dry, heated environment.

To return flooring or fixing & care items, you must notify our customer service team within 14 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 items must be returned in their original condition before we can issue a full refund for the cost of your goods. We may be able to arrange for your items to be collected, but you will be liable for any charges and must make the goods available, packaging them adequately to protect against damage.

We may accept returns after 14 days; however, this would be subject to an additional 15% handling fee.

Flooring orders cancelled before items have been dispatched will be refunded in full. Made-to-order flooring can be refunded in full if your order is cancelled before manufacturing has commenced; otherwise, you will be liable for any costs incurred.