Ordering FAQ


How Do I Make a Payment?

You can order securely online or by phone. We accept all major credit cards and payment is made through a HSBC secure e-payments site. You can order online 24 hours a day 7 days a week.

Are My Credit Card Details Secured?

We use the latest encryption methods and provide physical security for our data servers to gather your personal information such as your address and phone numbers. Your credit card details are only entered on our payment partners highly secure server direct from HSBC.

Internet commerce is fast becoming the preferred method of shopping for quality, variety and price. The SSL Protocol used by UK Flooring Direct assures that your shopping experience is secure and confidential.

What If I Do Not Want To Put My Card Details In Online?

If you feel you do not want to input your card details online you can still proceed with your order but click the Send Cheque button. Your order will still be processed on our system and you have the option of sending us a cheque or request one of our sales advisors to call you for your payment details.

Can I Place My Order By Phone?

You can call our sales team direct on local rate 0844 327 0000 with your order during the hours of Monday - Friday 8.00am - 7.00pm and Saturdays 8.00am - 2.00pm. We have several lines so someone will be available to take your call during these hours.

What is UK Flooring Directs Policy On Privacy?

We will add your address to our mailing list for news, updates and promotions when you place an order with us. We collect personal data primarily to provide you with efficient customer service. We do not give out email address details to any third parties. Read Our Full Privacy Policy

When Will My Order Be Delivered?

Most orders are dispatched from stock with a lead time of 2 days. Next day delivery can be arranged if needed. For next day deliver orders must be placed and full payment cleared before 10am. We cannot offer next day deliveries for orders placed over the weekend or bank holidays. You can specify a delivery date to suit during the checkout process.

What If My Order Is Not In Stock?

In the unlikely event that the product you have chosen is not in stock we will contact you immediately. You will then be offered the choice of cancelling your order for a full refund or waiting until the product has come back in stock, our sales advisors will be able to advise when this would be.

What If Any Of The Products Arrive Damaged?

All carriers are selected through stringent guidelines for service and quality control. If you have a concern regarding delivery, please advise our customer care department immediately. Out of our total orders placed and shipped, our company only receives 1.1% (actual percentage) in claims initiated by customers. Damaged or faulty goods must be reported to us immediately on delivery either by phone: 0844 327 0000, fax: 02476 397828 or email: sales@ukflooringdirect.co.uk.co.uk. Any damaged goods MUST be signed as damaged on the delivery note. We will then make further arrangements with you to replace the damaged goods at the earliest possible date.

What Is Your Returns & Cancellation Policy?

(Applicable for Internet Sales only). In accordance with the Distance Selling Regulations 2000 you have the right to cancel your order, up to 7 days after you have received the goods. However UK Flooring Direct can offer a 14 Day Money Back Guarantee. All returns and cancellations must conform to the guidelines laid out in the “Distance Selling Regulation” a guide of which can be found at www.oft.gov.uk.

If goods have not been dispatched we will refund you the full invoice amount within 2 working days.

If you have taken delivery for your goods you must return the goods to us at your own expense. We will then refund the order in full less any direct expenses we may have incurred in fulfilling the original agreement. Direct expenses incurred include any delivery costs whether charged or not. Deliveries are calculated by weight and delivery location.

If a courier arrives at your address and you refuse the delivery and cancel the order you will be liable for the delivery charge on your order.

All goods must be re-packed as they were received. Refunds will be made to the payment card that was initially used to make the purchase, within 14 days of cancellation. Returns can not be accepted on special order products.

To cancel your order you must inform us either in writing or by email: sales@ukflooringdirect.co.uk.

Who Do I Contact If I Have A Query About My Online Order Or Delivery?

You can contact one of our customer service team on local rate 0844 327 0000 or you can e-mail us on info@ukflooringdirect.co.uk

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