Frequently Asked Questions
Do you provide a measuring service?
We offer a free expert measuring service in all stores. You can book your home consultation in store or online through our home consultation booking page: Free Home Consultation. A friendly estimator will visit to take your sizes and plan the best use of materials, ensuring minimal waste.
Can I borrow samples?
We offer a vast selection of carpet and flooring samples in our stores, you are able to borrow these samples for a small refundable deposit, which is refunded once the sample has been returned in good condition.
Can I order my flooring over the phone?
If you see a product you like in store or online and would like to proceed over the phone then please call your local store to discuss this. A store assistant can advise you over the phone and process an order and payment. We are happy to book a home consultation to visit and confirm your order is correct.
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When can I expect to receive my order?
Once your order has been confirmed we will give you an estimated completion date. This could be immediate, a day or a month but usually orders can be completed within 2 weeks. A high volume of orders or manufacturer shortages can extend the delivery time, but we will always keep customers updated throughout the process. We do have a large stockholding, ensuring a quick turnaround if required.
Do you provide a fitting service?
We are happy to arrange a sub-contractor to install your materials. The price and installation date are arranged in store and a vetted expert installer will arrive on the agreed date. All of our floor layers are independent but they have agreed to adhere to our code of conduct, offering a professional finish to your new floor.
What time will the fitter come?
Due to the labour intensive nature of fitting, all times given are given as a guide only and are subject to change. Typically we advise of a morning or afternoon slot with the fitter calling when on their way.
Do I have to clear the area?
To fit any floor covering we will need the area clear. In most cases the customer does clear the area of old floor coverings and furniture. If for any reason this cannot be done we can arrange for a floor layer to uplift and dispose of your old material and move furniture, for a charge. This must be pre-arranged with the store, if the installer arrives to fit a floorcovering and you are not ready you may incur a cancellation charge. We cannot arrange for the uplift and disposal or hard floor coverings or contract floor coverings.
Will my floor need to be prepared?
If you have not opted for our uplift and disposal service then you will need to ensure that your old flooring has been removed prior to fitting. Dependent on the condition of the sub floor you may need it to be levelled. If you suspect this to be the case please speak to a sales advisor or estimator who will advise. In most cases we can provide this service for a small charge. Structural floor issues will need to be dealt with by a builder.
Do I need to make any other arrangements for my fitting appointment?
Our sales advisor will lead you through a list of fitting advise, including but not limited to; Make your fitter aware of any hidden underfloor pipes or cables, Maintain a constant temperature in the areas where floor coverings are to be installed, It is not possible for fitters to undertake the trimming of doors. Where necessary these doors may need to be removed, It is the customers responsibility to provide parking.
What If I cannot make my booked appointment?
If you cannot make your booked appointment we will be happy to re-arrange. This may cause a delay, bookings are first come first served and progress quickly. Cancellation of fitting dates cannot be accepted within 48 hours of the fitting date or a charge of 75% of the fitting cost extra will be charged. With a minimum of £45.00.
I believe the fitter has damaged my property?
In the event that you believe a fitter has damaged your property please contact the Store Manager. All of our fitters are covered by public liability insurance, the Store Manager will liaise with the fitter and ensure you are contacted to discuss the matter, providing if necessary their insurance details. The Store Manager will follow the process and ensure good customer service is upheld.
I am not happy with my floor?
We regret to hear that you are unhappy with your new floorcovering, in the first instance please call the Store Manager. We pride ourselves on our service level and they should be able to help. If for any reason this is not the case then email firstname.lastname@example.org where your complaint will be picked up by a member of Head office.
My purchased floor covering does not fit?
If you find that your purchased floor covering does not fit please call your Store Manager to discuss this. Where sizes have been provided by the customer we cannot accept responsibility for a shortcoming. Where there has been an error made by the store or a supplier we will endeavour to rectify an issue as soon as possible.
I would like to cancel/return all or part of my purchase?
All carpet and vinyl orders are cut to size to meet your specific measurements. If your order has already been cut, even if not dispatched we will not be able to cancel your order. All cancellations are discretionary, if you would like to cancel your order or seek a refund please see our refunds and returns policy and contact your local Store Manager.