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FAQs

Orders

How can I place an order?
Orders must be placed on the website if there are any problems please get in touch on 0330 005 1234
How can I amend my order?
Unfortunately, once you have placed your order you will not be able to make any amendments. It is of utmost importance that you are sure of what you are ordering, and you check your measurements before completing the order. Please do not rush.
How can I cancel my order?
Once an order is placed with us for next day delivery your flooring is picked, cut and wrapped which therefore means we are unable to cancel orders. We have a 30 day returns policy that you will have to follow. If you place an order with us that has a future delivery date, we may be able to cancel your order, however, you would have to give at least 72 hours’ notice. If this is something you would like to do then please contact our customer service team via phone on 0330 005 1234.

Delivery

When will my flooring be delivered?
We aim for your delivery to be 48 hours after your order however please note this is not guaranteed as we do use a courier service. You’ll be able to choose your delivery date at checkout.
Delivery Cost

Our delivery is £19.95 but is free for orders over £99.

Please note there will be an additional cost for certain postcodes for example highlands and islands. You will find out what the cost is when you get to checkout.

For any other delivery information please do not hesitate in contacting our friendly customer service team who will be happy to help.

Can I collect my order?
We are solely an online company; orders cannot be collected.

Returns

How do I return my items?
You have 30 days from delivery in which you can return an item, if this is something you would like to do then you must contact us via phone or email and we can arrange this for you. Returns cost £40 for the first item and then a further £10 for each item after that. Collections can only be made on a working day Mon – Fri between the hours of 9am and 6pm. Please read more about this here: 30 day returns policy
How long does a return take?
Please allow up to 10 working days for your return to come back to us and be assessed before we issue a refund.
When will I receive my refund?
Once your refund has been issued; please allow 3-5 working days for it to be back in your bank.
If there is a problem with my items?
If there is a problem with any of your items, please get in touch with our customer service team ASAP who will be happy to help with all your queries.

Payment

What payment options do I have?
We currently accept all Debit/Credit cards and PayPal. For whatever Reason you cant process the payment through the website, our team are on hand to help, We can send a link to your email address which will take you to a secure portal through our trusted merchant service provider Trust Payments. If you do receive a link make sure that you have had a conversation with one of our team, we will always stay on the phone until you have received the link. If you haven't had a recent conversation with a member of our team please get in touch as soon as possible so we can investigate it further. We currently accept all Debit/Credit cards and PayPal.

For whatever Reason you cant process the payment through the website, our team are on hand to help, We can send a link to your email address which will take you to a secure portal through our trusted merchant service provider Trust Payments.

If you do receive a link make sure that you have had a conversation with one of our team, we will always stay on the phone until you have received the link. If you haven't had a recent conversation with a member of our team please get in touch as soon as possible so we can investigate it further.
Is it safe to put my payment details on your website?
Yes, we ensure our site is safe and secure by using the latest security standards. We also do not store payment card information, your details are securely processed by Trust Payments - our trusted merchant service provider. However if you would like to know more you can view our Privacy Policy.
I haven’t received an email confirmation, what should I do?
If you haven’t received an email confirmation please check your junk/spam folders, sometimes it can end up in there. If not please ring our customer service team on 0330 005 1234 who can check your email address and resend the confirmation to you.
When will I be charged?
Payment will be taken as soon as you click the "Complete Order" button on the checkout screen.

General Flooring Questions

Vinyl
What if i need to order for multiple rooms?
If you are ordering for multiple rooms, we strongly advise that you order separate pieces from the same width, this way they are likely to come off the same roll. This will prevent any colour variations that can happen between rolls. feel free to speak to our team who can help come up with the most effective way of getting your floor ordered.
How do I fit vinyl flooring?
We will always recommend using a fitter to fit your flooring. If you need help in finding a fitter, then please use our list of helpful links on our measuring page. Please read more about this here: Measuring and Fitting Guide Please note to allow a few days from your chosen delivery date when booking a carpet fitter, as we can not be liable for any fitting costs if delays or problems happen.
Can I use underlay with my vinyl?
Underlay should not be used with vinyl flooring with an already cushioned back underlay will only make the vinyl move about and it will be easier to pierce.
Where can I use vinyl in the home?
Vinyl can be used in any room within the house, however, for wet rooms commercial wet room flooring is needed.
Can I order the same vinyl but in different widths?
You can order from different widths as long as they are not going in the same room or you are planning to join them. As with paint shades can slightly vary between rolls and the different widths.
Carpet
Should I hire a fitter to fit my carpet?
Fitting carpets can be tricky, we will always recommend you hire a professional. Please note to allow a few days from your chosen delivery date when booking a carpet fitter, as we can not be liable for any fitting costs if delays or problems happen.
Do you offer a fitting service?

We do not offer a fitting service we are a supply only company. We do have links to various websites in which you can find local fitters in your area.

NICF (National Institute of Carpet and Floor Layers)
https://www.nicfltd.org.uk/

Rated People
www.ratedpeople.com

My Builder
www.mybuilder.com

Trust a Trader
www.trustatrader.com

My rooms are different widths, but I need the same flooring.
Most carpets only come in a standard 4m and 5m widths. Which you are fine with ordering off different widths as long as the carpets do not need to be joined in the same room as there could be a slight shade difference. Please note, we will not cut the width.
Can I lay carpet over underfloor heating?
Most carpets can be used with underfloor heating if the overall TOG value does not exceed 2.5. If you need to find out what the TOG is of a particular carpet, then please contact our customer service team who will be happy to help.
What are the different pile types available?

There are several types of piles out there, the most common being:

Loop pile- All tufts are produced in loops that are left uncut.

Twist Pile- The yarn used has a high degree twist which retains an individual appearance and typically has short pile heights.

Saxony Pile- The tufts are twisted and are ‘heat set’ to retain that configuration. The tuft lengths will be longer between 8mm – 24mm. The heat setting will reduce the amount of pile that will burst open and give an undefined appearance.

Does my carpet have a warranty?
All our flooring comes with a warranty however depending on the product it can vary; you will find the warranty for each product on their product page. For more information about warranty please check out our Terms and Conditions
What are the different types of backing on a carpet?

All our carpets have different backings, you’ll find which backing they have on the product page in the information. Here are the different types of backings:

Action Back – one of the most popular backings strong and stable, action back is made of woven synthetic fabric.

Felt Back – Made of entangled fabric fibres, this backing improves heat and noise insulation and the wear resistance of the carpet. Felt back is comfortable to walk on and requires no underlay.

Fusion bac – Unique and premium, fusion bac is made by fusing a fleece layer and woven polypropylene. It combines the advantages of both materials creating a backing that is strong and stable as well as soft and insulating.

Gel Back- With its solid and flexible advantages gel back is waterproof and anti-slip when used as a carpet backing.

Underlay
What is underlay?
Underlay is a barrier between your subfloor and carpet, primarily used to protect against environmental factors such as moisture and temperature it also has many benefits including extra comfort as well as insulating and acoustic factors.
Can I use the existing underlay on my new carpet?
Yes, you can, however, we always advise that you do purchase new underlay with your flooring to give it that all-round fresh feel and new look. The old underlay may have started to lose its wear and could affect the feel of the new flooring.
Do I need to use underlay?
Underlay provides underfoot comfort, appearance retention, wear protection as well as heat and noise insulation. We will always advise that you use underlay unless your carpet is felt back, this backing already has your underlay built-in. If your looking for durability choose an underlay with a high density if its more comfort you want, then a choose a thicker underlay.
Do you sell underlay for vinyl flooring?
We do not sell underlay for vinyl. Vinyl is designed with a cushioned base layer, adding underlay under vinyl will create an uneven subfloor which is not suitable with vinyl flooring.
How do I work out how much underlay I need?
To work out the amount of underlay you require you need to first find out how many sqm’s your rooms are. To work out the SQM’s you need to find your length and width and then times them together e.g. 3m x 4m = 12sqm.
How do I work out how many gripper rods I need?

To work out the number of grippers you need, please find the perimeter of the room and then divide that by the length of our grippers which is 1.5m, this will then give you the number of grippers needed. See the example below.

Artificial Grass
Can I order grass samples?
Of course, we in fact would recommend you do order samples of our grass to make sure it is exactly what you need and want. You can order up to 4 samples.
My grass needs a join how do I do this?
Joining grass can easily be done with the use of tape and glue both of which we supply on our accessories page.
What holds down the Artificial Grass?
To hold your grass down all you need is landscaping pins which should be used every 1 metre.
What widths does Artificial Grass come in?
Our grass comes in 2m, 4m and 5m widths. Artificial grass can easily be trimmed down to your size. Please check on the product page to see which width that range comes in, as some widths don’t apply to all.
Can I install Artificial Grass on top of my existing lawn?
We would not recommend you lay artificial grass on already existing grass it is best practice to remove the grass, prep the surface and install the grass.
What is it like to walk on?
Our artificial grass offers superior quality that is soft and springy underfoot providing much more bounce than natural grass.
What are the advantages of artificial grass?
Artificial grass holds a whole host of benefits the main ones being, saving money and time especially on lawn maintenance and it can also improve lifestyle and help with environmental issues. Having artificial turf is low maintenance generating savings on time and up-keep costs. No watering, better for the environment as there is no need for pesticides or mowing, ideal for areas of heavy usage and most of all it offers an all-year-round green lawn.
Does Artificial Grass fade in the sunlight?
No, all of our artificial grass is UV stable meaning it will not fade in sunlight keeping your lawn luscious and green for many years.
Can I install Artificial Grass by myself?
You can install artificial grass yourself as long as you follow the appropriate steps, we would however always recommend getting a fitter if you are unsure. We cannot take any responsibility if you fit your grass incorrectly.
Is Artificial Grass suitable for both children and pets?
Yes, all of our grasses are at their best when they are in well-used gardens.
How long does Artificial Grass last?
If you apply the correct maintenance with general wear and tear an artificial lawn can last for years. Depending on what you’re using your grass for whether it’s used intensively in sports areas or if it’s used in a more leisurely environment will determine how long your grass lasts.
Does Artificial Grass require maintenance?
Whilst artificial requires much less maintenance than traditional lawn it still needs some basic care such as brushing up leaves and debris on a regular basis also any animal fouling can be removed, and they hosed down to keep your grass looking its best for longer.
Can Artificial Grass drain water?
Yes, artificial grass is porous with holes in the specially designed backing allowing fluids to drain.
Laminate
What is Laminate Flooring?
Laminate is a high-density fibreboard-based product that is a cheaper and easier to install alternative to traditional hardwood flooring. Laid as a floating floor that is not directly adhered to the sub-floor it instead locks together without the need for glue.
Where can I install Laminate?
Laminate flooring is incredibly versatile, it can be installed in virtually any room within the home and is great for high traffic areas. You can use Laminate in the: • Bedroom • Living room • Children’s playroom • Hallway • Kitchens Although laminate is splash-proof it certainly isn’t waterproof and we strongly advise against fitting laminate in bathrooms, toilets or wet rooms.
What is the AC rating on Laminate flooring?
AC hardness ratings are standardised measurements that measure abrasion resistance, impact resistance and resistance to staining. • AC1 is suitable for lighter, more infrequent traffic, e.g., a bedroom. • AC2 is suitable for general residential use in living rooms and dining rooms. • AC3 can be applied to more varied locations, such as small offices and other light commercial locations. • AC4 can be installed in higher traffic areas, such as medium-sized office, small café or small retail spaces. • AC5 is more durable still and can withstand the traffic of heavier commercial areas such as department stores and public buildings. You’ll find which AC rating our laminate has on the product page in the full specification.
I don’t want to lay the flooring straight away, how should I store it?
Laminate flooring reacts to moisture levels in the atmosphere, it is necessary that where you store then is a stable environment that is neither too hot nor too cold.
Do I need to have a prepared sub-floor before I lay laminate?
Your sub-floor needs to be completely flat, free of any dirt and completely free of moisture.
What do I have to do before installation?
It is best to place your laminate in the room it is going to be fitted in 48 hour prior to fitting to allow the laminate to climatise.
Does Laminate require underlay?
Underlay for laminate flooring Is a must, since laminate is a floating floor it must be distributed evenly across your subfloor. Underlay is what allows the floor to float, it gives you stability underfoot, support, noise reduction and it supports the locking systems in between planks to assure the sturdiest flooring project.
Is there a certain direction in which to install Laminate?
To decide where to plan the layout of your floor, consider incoming light, it is usually best to install laminate flooring with the planks running parallel to light coming in windows or glass doors.
Do I need an expansion gap?
An expansion gap is a necessary part of any successful installation because it allows for expansion of the floor as it responds to these external influences of temperature and humidity. When it is exposed to warm temperatures you will find that planks expand outward, leaving out the expansion gap can cause the buckling of the individual planks as they push outward against walls or other obstacles.
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