Please be aware that customers living outside of mainland UK or in some territories of Scotland may not be eligible for next-day delivery.  Deliveries outside mainland UK will incur extra delivery charges. Deliveries to the Scottish Highlands are experiencing some extreme shipping prices. We're working hard to achieve the best options for the future. If we feel that the required orders are not sufficient to cover the cost of the deliveries, then we are cancelling orders and refunding payments to customers who live in certain areas of the Scottish Highlands. It is always best to contact us initially to get shipping prices before placing any or all orders so you're aware of the exact cost of any extra shipping costs. Once you have placed your order online without calling us first, we will be in contact to arrange the best delivery options/pricing available, if possible.

Experience hassle-free shopping with our complimentary delivery service across mainland U.K. for orders exceeding £750.00. Understandably, our large-scale deliveries are dispatched via pallets through specialised haulage services. As a result, these shipments don't offer the conventional tracking features commonly seen in services like Royal Mail. However, we're committed to keeping you informed. For an estimated delivery time within a two-hour window, simply reach out to us by 9am on your scheduled delivery day. Plus, we ensure you're well-prepared by sending an email notification a day before your delivery, confirming the arrival of your order the next day.

Deliveries featuring engineered wood or flooring with exceptionally long planks incur additional charges, reflecting the larger pallet sizes and the increased space they occupy on our lorries. For these specific shipments, a fee of £79.99 per pallet applies, offering a substantial saving from the standard rate of £99.00 per pallet. This discounted rate is available for orders exceeding £750.00, ensuring value alongside our premium delivery service.

As soon as you place your order, our shipping partners are notified, and the shipment gets collected the same day. Once the shipment leaves our depot, we aim to get your order to you as fast as possible between the hours of 8 am and 6 pm. Current guidelines for haulage companies are stating between 1 and 3 days in mainland U.K. We are quoting up to 3-5 business days outside mainland U.K.

All delivery costs are based on the weight & size of each pallet/order. You can be sure that we work hard to bring you the best possible prices on all weights and sizes. Currently prices are £49.99 per delivery to mainland U.K. if you spend less than £750.00. For prices outside mainland U.K., the set charge will be £80.00 on orders under £750.00. For prices outside mainland U.K., please contact us, and we can happily provide you with a quotation. See the map of mainland U.K. below so you can gain an idea of where we mean when we say mainland U.K. For deliveries on pallets over 1.5 metres long or 1.0 metres wide, which is the standard pallet size, there will be extra carriage charges. Engineered wood, solid wood, or long plank laminate and vinyl also incur extra delivery charges, as these pallets take up more room on the haulage van/waggon. You can find out these charges by adding the materials to your cart. Your orders will be delivered on a wooden pallet, as this is the only way we can ship the products to the customer. It would be the customer's responsibility to dispose of the wooden pallet, as it is not possible to have it collected afterwards.

We do offer a local delivery service for customers living within thirty miles of our head office location. The minimum order value is £750.00, which will reduce your delivery charges to £40.00 per order. Any orders over £750.00 will be delivered free of charge.

You can order any sample of any flooring brand, range, or colour before purchasing your flooring to check you choose the right flooring for you. Samples are free, but we do have a small delivery cost to cover the costs of the delivery. This cost £3.99 per sample. We aim to dispatch your orders within 24 hours if the samples are in stock. We deliver the samples with Royal Mail, and the samples are delivered second-class postage within 2-3 business days.

Your deliveries will be delivered at kerbside only. You must carry your order into your property yourself or decide for someone to do so. Deliveries can be made by anything from a van to an 18-tonne lorry, so please make sure your property is accessible for this size vehicle. If access is likely to be a problem, please contact us to notify us prior to placing your order. You can book a 2-hour delivery time if you notify us in advance and receive notifications. To do this, you can call us on 0800 996 1922 or at transport@floor-land.co.uk. 

We strongly advise not booking any flooring installers before the goods have been received, as we cannot be held responsible for any consequential losses, late deliveries, or damaged goods in transit, etc. 

If orders are delivered on specified dates/days and on time, but nobody is home, we cannot be held responsible. You will be held liable for these charges. There is a £49.99 charge or £0.89 per kg if the order is over 29 kg for failed deliveries. 

If your order is not as expected, meaning if you have damaged goods or items missing, please write this on the delivery note before signing it & handing it back to the delivery driver and contact us immediately. If you are not able to inspect the goods directly, please contact us immediately. The pallets should be fully checked for all damage on receipt, as these sized pallets can easily be damaged in transit, so it's important to check before signing.

Please note, wood flooring needs to be given time to acclimatise. Please read our policies on this by going to our engineered and solid wood flooring guides.

Thank you for your continued support in these troubling times. If you have any questions at all, please don’t hesitate to contact us on 03331 381111.
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We're certain you'll be thrilled with your new flooring, but should any concerns arise, we stand ready to assist in resolving them. We allow the return of one opened box from each order, offering you the chance to assess your purchase upon arrival.

To qualify for a return, it's necessary to alert us through email within a 14-day period after receiving your order. Upon your notification, we'll provide our return address so you can arrange the return at your own timing.

For the return to be successful, the flooring or accessories should remain in the same state as when they were delivered. We allow up to one unopened box. Any more opened boxes without confirmation from us will not qualify for the refund.

In the event that you detect any damage to your items upon delivery, kindly decline acceptance, as this will make the process much quicker in terms of gaining replacements or refunds. All damage must be carefully documented by taking images and on the delivery paperwork prior to being handed back to the driver. Reach out to us within a 48-hour period to inform us of the problem so that we can swiftly lodge a claim with the appropriate shipping provider. Any claims placed beyond this 48-hour period might result in an extensive investigation. We facilitate one pickup per return; if the customer is unavailable at the pickup time, it becomes the customer's obligation to return the goods at their own expense, but you would still be charged the collection fee for the missed collection.

If you believe a package is damaged or has a defective batch, please refrain from opening any further packages. Contact us right away so we can provide assistance. All warranties are supplied by the manufacturer, and any defective products will require a manufacturer inspection before an exchange or refund can be sanctioned.

If a customer places a special order that requires manufacturing by the relevant supplier and later decides to cancel, they will be liable for a 30% charge to cover our costs. Customers have a 7-day window from the date of the order to cancel without incurring this charge.

Once we receive and restock your return, we will proceed to issue a refund using your original payment method and exclude any delivery or restocking fees which are owed from the total payment, which will be credited back to you.

Should you have any questions or concerns about your return, feel free to contact us at transport@floor-land.co.uk or call us on 03331381111.