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How can I contact you if I need more information or assistance before I place an order?
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For further assistance please send us a message at support@flooring2floors.co.uk and we will get back to you as soon as possible.
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How do I get a quote?
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After you have selected a product, you can get a quote by introducing one of the following: width and length of the room / total square metres required / the amount of packs needed if you already know it. After that please click the “Add to basket” button so that you can check the total amount of your order, including delivery and VAT.
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What is your return policy?
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How much do you charge for delivery?
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If your order comes to over £500 after VAT, then delivery will be free. If your total is below this, then delivery will be £30. Please note that for certain areas we may ask for an extra charge after the order is placed – we will always inform you of any extra charges and only debit these amounts with your permission.
For an exact quote on delivery please send us an email through the contact page http://www.flooring2floors.co.uk/contact.html and we will get back to you as soon as possible.
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How long does delivery take?
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Delivery lead times depend on the product you have ordered. As long as the product is in stock, then delivery will usually take 2-4 working days. You will receive an email informing you of the lead times immediately after the order has been processed.
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How will I know when delivery will be made?
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Depending on the product ordered, you will either receive a phone call from our Sales Team to arrange a delivery date or you will be sent an email providing your tracking details after the order is dispatched.
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Does someone need to be there upon delivery?
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Yes, all of our flooring will not be delivered unless there is someone to receive it at the delivery address. The order must be checked and signed for accordingly.
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Will the driver help bring the flooring inside the property?
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Unfortunately the drivers are not insured to do this and will only deliver kerbside. This is another reason why someone must be present upon delivery, to carry it inside the premises.
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Do you do measuring/fitting services as well?
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We are just an online company so unfortunately we cannot offer these extra services. However, our Sales and Customer Services departments are always on hand to help with any questions you may have.
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Do you send out samples?
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Yes we do, however we only hold certain samples at our offices. If you would like to receive samples then you can do so by clicking directly onto the desired product before selecting the icon “Request Sample.”
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Do your prices include VAT?
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Once the order has been added into the basket, only then will the VAT be added on.
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I have not received an email of confirmation for my order, what do I do next?
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If you have not received an email of confirmation please go to our contact page ( http://www.flooring2floors.co.uk/contact.html) and on the contact form select "I have already placed an order". Then input your surname and your delivery postcode and your order will pop up on the screen. At the top of that page you will have a few buttons and one of them will be "View Order". Please click it to check all the details of the order and let us know immediately should anything need to be amended.
Please ensure that the surname you input is the one you used at the time of the order and also the postcode is the delivery postcode input at the time of order, otherwise our system will not be able to find it.
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Is the flooring suitable for bathrooms?
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What underlay should I use with my flooring and subfloor?
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If you are unsure which underlay to use, then it is always best to double check with our Sales Team. It will depend on which subfloor you are laying the flooring onto as well as which room it is being installed in.
For example, if you have a concrete subfloor then you will need an underlay with a Damp Proof Membrane (DPM) to prevent the flooring from warping.
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Can I order accessories on their own?
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Unfortunately not, but please check our website for any future changes. Also you will have to add the flooring to the basket before you are able to go to the accessories page.
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Can I give you a delivery address which is different to the billing address?
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You can if you order online through the website. However, if you wish to order over the phone with our Sales Team, then the delivery and billing address must be the same. If you would like delivery at a different address than the billing you must use a 3D secure checkout password.
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What do I do if my order is damaged upon delivery, or I am missing items?
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Please make sure the goods are properly inspected and signed for upon delivery.
If this situation does arise, then you will need to contact our Customer Services department using the Contact Us form on the website. They will then be able to help with any problem you may have.
Furthermore please note that in case of transit damages or manufacturing faults we may ask for pictures of the flooring in order to sort out the issue.
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