Ordering
Q: Do I need to register before placing an order?
A: No. Once you’ve added items to your basket, you can choose “Checkout as Guest” and simply enter your details.
Q: I made a mistake with my order. How can I fix it?
A: Contact our customer support team on 020 8830 9787 or email [email protected]. We’ll make corrections quickly before your order is dispatched.
Q: Can I add special instructions to my order?
A: Yes. There’s a “Notes” section at checkout where you can add delivery instructions or clarifications. If you can’t find it, call or email us and we’ll update it for you.
Q: Can I collect my order in person?
A: Yes. Select the “Collection” option at checkout and you can pick up your order directly from our London showroom.
Q: Can you store my order until I’m ready?
A: Yes — we can store your order free of charge for 7 days. After that, storage costs £5 per additional day.
Payments
Q: What payment methods do you accept?
A: For online orders we accept Visa, Mastercard, and bank transfer.
Q: Do you accept American Express?
A: Yes, but only in our London showroom — not for online orders.
Q: Can I pay over the phone?
A: Phone payments are only available to long-term customers, and the billing and delivery addresses must match.
Delivery
Q: What delivery options do you offer?
A:
Flooring orders: Standard delivery (3–4 days), Next day delivery (available on request), Saturday delivery.
Supplies: Next day delivery (standard), Economy (48 hours), Long item delivery (48 hours), AM delivery (supplies only), Saturday delivery.
Q: How much is delivery?
A:
Q: Which delivery companies do you use?
A: We work with PW Gates, Royal Mail, and DX Couriers.
Q: Can I get an exact delivery time?
A: Unfortunately not. Couriers only provide delivery windows, but we can arrange a call a few hours before arrival.
Q: Will the driver bring my order inside?
A: Deliveries are to the door only. Palletised flooring is kerbside delivery to the nearest accessible point outside your property.
Q: Can my order be left in a safe place?
A: No — someone must be present to sign for the delivery. If you’re unavailable, you may authorise delivery to a neighbour.
Q: My delivery is late. What should I do?
A: For supplies, you can track your order using the number provided in your confirmation email. For flooring, please call us on 020 8830 9787 and we will chase the courier for you.
Damages & Returns
Q: What if my order arrives damaged?
A: Please check all goods at delivery. Ask the driver to record the damage, then take photos and email them to [email protected] with your order details. Our team will arrange a quick resolution.
Q: Can I return my order?
A: Yes, within 14 days of delivery or collection. Proof of purchase is required. Restocking fees apply: 20% for direct shop sales (3–14 days), 25% for flooring returns (3–14 days).
Q: How long do refunds take?
A: Refunds are processed within 14 days via the same payment method. If funds haven’t arrived after 14 days, please call us on 020 8830 9787.
Store Information
Q: Where is your store located?
A: Our showroom and warehouse are at:
158 Coles Green Road, London, NW2 7HW, near Brent Cross Shopping Centre (close to IKEA Wembley).
More Questions Our Customers Ask
Q: Do you provide flooring samples?
A: Yes — samples of many flooring ranges are available to order so you can see colours and finishes in your own home before deciding.
Q: How do I know how much flooring to order?
A: Measure your room’s length and width in metres, then multiply to get the square metre size. Add 5–10% extra to allow for cuts and wastage.
Q: Do you offer warranties on your products?
A: Yes — most flooring comes with a manufacturer’s warranty. Length and coverage vary by brand and product type.
Q: Do you offer installation services?
A: Yes — we can arrange a professional fitting for the flooring purchased from our store. Contact us for a free fitting quote.
Q: Can I use your flooring with underfloor heating?
A: Yes — engineered wood, LVT, and laminate are generally suitable. Solid wood may not always be appropriate. Always check product specifications or ask our team for advice.
Q: How should I maintain my new flooring?
A: Regular cleaning with a pH-neutral cleaner and avoiding excess water will extend your floor’s life. We also stock specialist cleaning products designed for wood, laminate, and vinyl floors.