Delivery Information

Our light parcel delivery option is subject to access restrictions, for properties which have stepped access, flats above the ground floor (regardless of lift access), your order will be left at the ground floor external doorstep. For residential properties with stepped access flooring will be left at the bottom of the steps.

Deliveries can be made in a variety of commercial vehicles, up to 18-tonne lorries. It is assumed that the property is easily accessible to these vehicle types.

If no one is available to accept your delivery at the address you’ve provided, we’ll charge you for re-delivery when you reschedule.

We strongly advise against booking installers until your new floor has arrived. Regrettably, we cannot be held responsible for any consequential losses because of problems with delivery or floors not being acclimatised properly.

We recommend adding a mobile number in at the point of ordering to make sure you receive your 4 hour delivery SMS, we will also send this information to your email address.

Our Click and collect service is available in two working days on laminate, real wood and luxury vinyl orders (when your order is placed before 4pm). You will need to provide photo ID and the card which was used to make the payment, in order to produce the necessary paperwork before proceeding to the collection point.

Click & Collect orders will be held for five working days before we’ll contact you to arrange alternative collection or delivery arrangements. Our show room is open Mon – Sat 8am – 5pm and closed on Sunday.

No matter how carefully a delivery is planned, unexpected situations can occasionally arise. If your order is delayed, arrives damaged or appears incomplete, our Customer Care team is here to help.

🚚 My Order Is Delayed

While we always aim to deliver on your chosen delivery date, unforeseen circumstances such as severe weather, traffic disruption or operational delays can occasionally affect delivery schedules. If this happens, we'll keep you informed and arrange the next available delivery.

📦 My Order Has Arrived Damaged

Before accepting your delivery, please check the pallet and outer packaging for any obvious signs of damage. If you notice visible damage, make a note of it when signing for your delivery and contact our Customer Care team as soon as possible. Once you've unpacked your flooring, please check the products before installation. If you discover any issues, stop installation and get in touch with us so we can help resolve the problem.

📋 My Order Is Incomplete

If you believe any items are missing from your delivery, please contact us as soon as possible with your order number. We'll review your order and arrange for any missing items to be sent where required.

📅 I Need to Change My Delivery Date

If your plans change before your delivery takes place, please contact our Customer Care team as early as possible. We'll do our best to arrange an alternative delivery date that works for you.

Postcode restrictions

Please note that our delivery service is subject to postcode restrictions. If your delivery address falls within one of these postcode areas, please contact us to discuss alternative delivery options for an additional charge.

AB30-56 | BT | GY | HS | IM | IV4, 6-7, 11-40, 52-54, 57+ | JE, KA27-28 | KW1-14 | KW15-17 | PA20+ | PH8-13, 15+ | PH36-44 | PO30-41 | ZE | ROI

Call us on 02476 012 848 or alternatively use our live chat or email on sales@ukflooringdirect.co.uk.