Hassle-free 30 Day Returns
We offer 30 day returns for complete peace of mind.
In the rare instance that your flooring has not arrived as expected, you can claim your refund now.
Got An Issue? Let Us Know!
We pride ourselves on our first-class communication and friendly customer service - if something has gone wrong, we want to know about it!
It's important that let us know immediately if something is not quite right with your order. The quicker we find out about an issue, the quicker we can resolve it for you.
You can contact us by telephone on 0800 567 7550 or by email at [email protected]. If you need to return any items, we've created a quick and easy 3-step returns policy to guide our customers through the process.
Our Simple 3-Step Returns
1. RETURNS FORM
We will provide you with a returns form for you to complete and include with your returned packs.
2. RETURN
Wrap the packs safely and securely then organise a courier to return them to us.
3. REFUND
We’ll refund you the cost of the packs within 14 days of receiving them at our warehouse.
Important Information & Returns Tips
Our customers buy with complete confidence because we have gone the extra mile to provide them with all the information you would need to place an order, receive an order and return an order.
Our hassle-free returns have been designed to improve and simplify our customers shopping experience. As an online retailer we understand we have an extra responsibility to get things right. Please find handy tips on how to make a seamless return, below.
A copy of our T&Cs can be found on all of our pages and we've answered your most frequently asked questions at the bottom of this page. If your question hasn't been asked, feel free to contact us.
Sign & Photograph
We photograph all of our flooring that leaves our warehousing, in the unlikely event that packs are damaged in transit please make sure you sign for the delivery as damaged, take some photos and contact us immediately
Complete Returns Form
Once you have made initial contact with us we will provide you with a form for you to complete and also tell you where to send the goods. All returns must have a completed returns form attached with them in order for us to be able to process a refund.
Return Your Items
It is your responsibility to arrange the return at your own expense. You are fully responsible for the goods until they reach our facility. Please keep and reuse the pallet for your return as we cannot re-stock our warehouse without this.
Saleable Condition
For leftover packs, goods must be unopened and returned in their original packaging. Labels, seals and barcodes must remain intact and no damage must be visible on the box.
Return as Received
For damaged/faulty packs, labels, seals and barcodes must remain intact and no damage must be visible on the box. The pack must contain the full amount of flooring that was delivered to you.
Protect & Photograph
We recommend that you protect the products during transit to prevent any damage taking place before they have been returned to us. It might be worth photographing the goods as proof of condition before you hand them over to the courier.
Measure Accurately
If you are checking this returns information prior to making an order it’s good to know that we have designed a convenient room calculator for help measuring your installation space correctly. We’ve also provided the option to add/remove 10% wastage from your order. Please take the time to measure accurately and take full advantage of our handy tools.
Futureproof
We highly recommend that customers keep a small amount of excess flooring if you are lucky enough to have some leftover. Some flooring products will naturally discontinue over time as trends change and it is very challenging to find an exact match retrospectively. If your installation has suffered minor damage, having spare planks readily available allows for a swift replacement without having to wait for a new order to arrive.
Returns FAQs
How do I initiate a return?
Contact us immediately and let us know the issue that you’re having with your flooring and we will advise you from there. You can communicate by your preferred contact method by calling 0800 567 7550 or emailing [email protected].
What happens if my flooring is damaged?
If your delivery is damaged upon delivery, please accept the goods and sign for the delivery as damaged. Please take photographs of the damage and assess how many packs/planks are unusable for your installation. Do not attempt to continue the installation, give us a call and we will advise you on the next steps.
If your delivery is damaged during installation, stop laying the floor and contact us. We will look to replace or refund the damaged goods as quickly as possible.
Faults or damages must be communicated to us within 14 days of delivery.
What happens if I have excess flooring?
If you are lucky enough to have a small amount of excess it’s recommended that you store the flooring in a dry, temperate space. This flooring can be used in the event of future damage or replacement.
If you would like to return excess flooring back to us, please contact us and we will provide you with a returns form to complete and we will let you know where to send the goods. All returns must be in resalable condition.
What happens if I benefited from free delivery?
If you wish to return and as a consequence you fall below the threshold for free delivery (£499 to UK mainland residential addresses), you will need to reimburse us for these costs. We will minus these costs and provide your refund within 14 working days of receiving the goods. If you wish to return goods and you are still above the threshold, you will not be charged.
What is resalable condition?
The goods must be unopened and returned in their original packaging. Labels, seals and barcodes must remain intact and no damage must be visible on the box.
What if our flooring is not in resalable condition?
If the goods are found to be damaged or not in resalable condition, as described, we cannot accept the return.
Who is responsible for the return?
The customer is responsible for arranging the return and the associated costs. We do not accept responsibility for goods until we have signed for them at our facility.
We highly recommend photographing the product to prove you sent your returned items in excellent condition and provided adequate protection for the goods during transit.
Will I be refunded the full amount?
Providing items are received in resalable condition and/or cancellations are returned within 30 days of delivery then you will receive a full refund for the goods minus the delivery fee.
Will I be refunded the full amount even if I cancel my order?
Refunds for cancelled orders are subject to the terms below. If you cancel your order before it has been dispatched from our facility then we will provide a full refund.
If you cancel your order after it has been dispatched from our facility then we will provide a refund minus any delivery expenses incurred.
When will I receive my refund?
You will be refunded within 14 days of us receiving your return.
We can only return refunds to the cardholder who purchased the flooring initially.
My order was processed through Klarna, how does this affect my return?
If you paid for your order through Klarna and you wish to make a return your terms and conditions differ slightly from a standard transaction. Please head over to our Klarna FAQs to find out more information.
Where Can I Find The Fine Print?
All of our legal information can be found at the footer of each page on the website. Please find a copy of our terms and conditions here.
