Delivery Service

Delivery

Delivery Policy

Delivery Information

Delivery Costs & Timeframes

• Delivery costs are automatically calculated at checkout based on your order quantity.
• The average delivery time within mainland U.K. is 1 to 3 business days. Deliveries outside mainland U.K. may take 2 to 5 business days.

Free Delivery for Orders Over £750.00

• We offer complimentary delivery across mainland U.K. for orders exceeding £750.00.
• Large orders are shipped via palletised haulage services, which do not offer conventional tracking like Royal Mail.
• To receive an estimated 2-3 hour delivery window, contact us by 9 AM on your scheduled delivery day.
• We will also send an email notification a day before your delivery to confirm the arrival of your order.

Regional Delivery Exceptions & Additional Charges

• Scottish Highlands & Non-Mainland U.K.: Customers in these areas may face additional shipping charges. Please contact us before placing an order to confirm costs.
• If delivery charges exceed reasonable limits, we reserve the right to cancel and refund orders from certain remote areas.

Special Handling for Extra Large Plank Flooring

• Orders containing engineered wood, solid wood, or extra-long planks require larger pallets, which incur an additional charge of £89.99 per pallet.

Delivery Process & Shipping Partners

• Once your order is placed, it is immediately processed and collected the same day by our shipping partners.
• Deliveries occur between 8 AM and 6 PM, and we strive for the fastest turnaround.
• All delivery costs are determined by the Length and Width of each pallet/order.
• Orders exceeding 1.5 meters in length or 1.0 meters in width may be subject to extra carriage fees.

Local Delivery Service

• Customers within 30 miles of our head office can benefit from a reduced delivery charge of £40 (for orders over £500.00).
• Any orders above £500.00 qualify for free local delivery.

Delivery Conditions & Curbside Policy

• Curbside Delivery: Orders will be delivered curbside only. Customers must arrange for their own assistance to move products indoors.
• Vehicle Accessibility: Deliveries may arrive in anything from a van to an 40 ft wagon. If access to your property is limited, contact us before ordering.
• Scheduled 2-Hour Delivery Window: Available upon request. Call 0800 996 1922 or email sales@floor-land.co.uk in advance.

Returns & Refunds Policy

Return Eligibility
Customers have 14 days from the delivery date to request a return for the following reasons:

• The product is no longer needed.
• The product is damaged or faulty.
• The customer has changed their mind.

Return Process & Costs

• Returns must be in their original, unused condition, with all packaging intact.
• Customers are responsible for return shipping costs, which include:
  • The original delivery charge (even if it was free on orders over £750.00).
  • The cost of returning the goods to us.
• Pallet-sized orders may have higher return shipping costs, so please consider these before placing an order.
• Refunds will be processed once returned items are received and inspected.

Cancellations & Refunds After 14 Days

• If an order is cancelled or returned after 14 days, cancellation fees apply to cover shipping costs only (not internal processing costs).
• If an order was eligible for free shipping but is later cancelled, the original shipping cost will be deducted from the refund to cover our costs.
• Full transparency can be provided by supplying Invoice documentation which can be available upon request to shipping costs.

Damaged & Faulty Goods

30-Day Return Window for Faulty Products

• Customers have up to 30 days to return a faulty or damaged item.
• If an item arrives damaged or faulty, it must be reported within 48 hours of delivery, along with photographic evidence.
• Refunds or replacements will only be issued within the 30-day timeframe as per consumer protection regulations.

Important Guidelines for Damaged Deliveries

• If your order is damaged or missing items, document this on the delivery note before signing and inform us immediately.
• If you are unable to inspect the goods at the time of delivery, contact us as soon as possible.
• Wood Flooring Acclimatization: Solid and engineered wood flooring must be acclimatized before installation. Please refer to our Engineered and Solid Wood Flooring Guides for details.
• Do NOT schedule flooring installers until goods have arrived in satisfactory condition. We cannot be held responsible for any delays or losses caused by late or damaged deliveries.

Failed Deliveries & Redelivery Charges

• If a delivery is made on time but no one is available to receive it, the customer is responsible for redelivery charges:
  • £49.99 per failed delivery OR £0.89 per kg (for orders over 29kg).
• If a return pickup is scheduled and the customer is unavailable, the collection fee will still be charged, and the customer must arrange for the return at their own expense.

Special Orders & Restocking Fees

• Companies or tardesmen who place special orders that require a manufacturing and are later cancelled after payment will incur a 25% restocking fee.
• Customers have a 7-day window to cancel special orders without penalty.

Contact Information

For all return requests or inquiries, please contact us:

• Email: sales@floor-land.co.uk
• Phone: 0800 996 1922

By placing an order, customers agree to these terms regarding delivery, returns, cancellations, and associated costs.

Thank you for your continued support! If you have any questions, don’t hesitate to get in touch.