Terms of service

Ordering

We have three methods in which you can place your order: Telephone via the number listed onsite, Mail, and Internet. All orders must be paid for in full before they will be shipped or ordered from the manufacturer.

1.1 General Delivery Information
All orders are processed and shipped in the order that they are received. Standard delivery time is 2 to 5 working days. Delivery times may increase around holidays and peak shipping seasons. The freight delivery service you receive may vary among carrier companies. Since most carriers deliver to the curb side immediately adjacent to their vehicle on both standard and pallet delivery services and regard inside delivery as an extra service cost, it may be necessary for you to assist or move a product into your home. This is the case especially if you live in a block of flats, as carriers will only deliver to the ground floor entrance to the block. If you have alternative delivery requirements, please contact us prior to dispatch of your order. Be sure to include a phone number in case the carrier needs to notify you of something in relation to your arranged delivery. If you need your order to be shipped to an alternative address to the billing address, please specify during the checkout process when the option is available. Although we will make every effort to amend mistaken delivery addresses after the order has been placed, we cannot be held responsible for late deliveries if the incorrect address has been specified in the checkout by the customer. If the parcel must then be forwarded to a new address, we reserve the right to charge re-delivery / forwarding fees for this service if necessary and also reserve the right to deduct any such fees from any refund given should the order be subsequently cancelled.

1.2 Royal Mail Parcels
Items small enough for delivery with Royal Mail are usually delivered by 1st Class post, but please allow up to 2-3 Working days. Samples are delivered by Royal Mail within roughly the same timescales. If your chosen samples are out of stock, we will send all available samples to you and omit the unavailable samples from your request. We would always recommend you request a free sample before you purchase your item. As any cut to size items are bespoke in nature and product images on our websites may vary, it is essential that you see and feel the samples before making your purchase. All of our bespoke items carry a returned 'made to measure' fee once cut, so please wait until your samples arrive before making your buying decision. Once the order has been paid for, the cutting process begins. At this point, your order will may be liable on cancellation / amendment for any bespoke 'made to measure' fees due as per the bespoke 'made to measure' section of our Terms & Conditions.

1.3 Express 3rd Party Delivery (Monday to Friday - All Day 8am – 6pm):
How are your items delivered?
Laminate flooring is delivered on a curb-side Pallet delivery as standard.
Samples are delivered by 1st Class post with Royal Mail.
All other items are delivered on a curb-side 1-man service as standard.

Pricing on each delivery service may vary due to the size and nature of your order, as well as the care required for your delivery. Shipping charges will be added as required in the checkout and any additional surcharges due to your delivery location will also be added at this point prior to completing your order. As Laminate Flooring is fragile in nature, we take particular care in delivering this to you on a custom built pallet. As this is a premium courier service, delivery on Laminate Flooring is usually higher than other items. Return collection charges are also more expensive so please bear this in mind before placing your order.

Our 1-man service is completed by a 3rd Party Courier where on some heavy items the driver may often require assistance with your order. If this isn’t suitable or you have any special delivery requirements please get in touch with us. In cases where the driver is willing to help you move your items into your home, we cannot be held liable for any scuffs or small scale damage to property. In cases where a driver is willing to help move items up sets of stairs, there may be areas where the items may need to be bent to manouevre them around corners - we cannot be held liable for such bends if this is required to complete delivery and is explicitly requested by the customer.

All orders placed by midnight on any given working day can be delivered as early as 3 Working Days from that day (e.g. Tuesday orders can be delivered by Friday. Friday orders can be delivered by Wednesday). Please see below for a step by step guide to how we process your order. This is not a definitive guide. Please be aware that some orders can be processed much quicker than others, but we will always dispatch for delivery to you where possible on the date you have specified during the checkout. If you need your product sooner, please contact us via telephone and we may be able to offer a speedier service where possible.

Day 0: We receive your order and it is sent across to the warehouse for picking
Day 1: Your order is queued and cut by our precision cutting machines if necessary
Day 2: Your order is checked, packed and dispatched to you
Day 3: Your order is delivered by 3rd Party Courier to your chosen shipping address


*Please Note: Deliveries are to the ground floor as standard, which includes Two Man services. Unfortunately we cannot guarantee an upstairs delivery as none of the Two Man courier firms will arrange this 100% of the time due to health and safety and risk of damage to property by carrying a large item upstairs.

1.4 Offshore / Remote Locations
Please note we do not currently deliver to most offshore or remote locations, including Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands and Northern Ireland. We reserve the right to cancel any order that is to be delivered in any of these locations. If delivery is available, we will usually add an additional surcharge for this service. Please note: collections from these locations in the event of an order cancellation are also subject to additional charges which will be chargeable prior to delivery or deductible from any associated refunds on cancellation / order amendment.

1.5 Delivery Times and Delivery Delays
The 3rd Party Courier responsible for delivery, will try where possible to deliver on the time and date selected by the customer. In the event that special instructions are given by telephone or e-mail during or after the order has been placed, please be aware that Connection Flooring will not entertain any claim for compensation because of a late delivery, which is due to a third party carrier and is out of our control. Special instructions are a non-guaranteed request and are carried out at the carrier’s discretion. Any claims of this nature should be taken up directly with the carrier.

1.6 Carpet Cutting
Orders placed for flooring cut from different rolls / pieces can differ slightly in their colour variation. If you require more than 1 cut for a single room, please inform us upon placing your order and we will make every effort to ensure cuts are taken from the same roll where possible. This is not a guaranteed service and we cannot be held responsible for slight colour variation which occurs as a result of cuts being taken from different rolls.

1.7 Made to Measure Fee
For goods which are ‘made to measure’ and are cut to your specific size and requirements, we reserve the right on cancellation to deduct a 50% ‘Made to Measure’ fee from the purchase price. This partly offsets the cost of processing and logistics involved in preparing the cut for your order. The ‘Made to Measure’ fee is not applied to goods which have not been cut to order, such as remnants and roll-ends.

1.8 Collection Fee
A £49.95 + 10% of your packed items value collection fee will be deducted from your refund when returning pack products to us. This is to cover the cost of the collection process.

1.9 Roll Sizing
The width of your flooring will always be specified during the selection process, however on rare occasions the manufacturer’s size may vary by a margin of up to approximately +/- 1%. We would always advise customers to take this into account when deciding on the measurements to purchase. We would always advise that if in doubt, buy slightly more than required rather than being disappointed if your order is slightly shorter than required. We cannot be held responsible for orders which are too short or too long within these standard manufacturing tolerances.

1.10 Cancellation & Refusal
When you place an order, you are offering to buy the product(s) from us and we will send you an order acknowledgement. However, your order will only be accepted by us once your product(s) have been delivered to you. Until then we can decline to supply the goods – we will try to ensure that this never happens but we do, however, reserve the right not to fulfill your order for any reason if, for example, we have made an error on the price or similar or we simply can't get hold of the item you need. In the event of these circumstances we will refund you any price you’ve paid to us. Please note that we reserve the right not to accept an order for any reason and we won’t be liable to you or anyone else in these circumstances.

1.11 Warranties
Carpet Wear Warranties
Flooring Superstore warrants that with the proper care and maintenance, the pile of your carpet during the specified product wear warranty time period (specified on the product page) will not wear by more than 10% by weight from normal foot traffic. This warranty covers only abrasive wear resulting in the loss of fibre.
Wear is defined as:
Abrasive fibre loss and not changes in appearance.

This warranty does not cover general deterioration due to wear and tear (such as shading or crushed fibres) or damage from: tearspulls, cuts, pilling, shedding, matting, crushing, burns, pets, improper cleaning, improper installation or defective construction.

Carpet Stain Warranties
We offer a range of stain warranties up to 20 years long - this means we guarantee that our carpets will resist stains by food and drinks when recommended carpet care and cleaning procedures are used during the specified timeframe.

Vinyl Wear Warranties
Within the wear warranty period, Flooring Superstore guarantees against any hidden defect that may adversely affect the life of the product. The vinyl must be protected against the risk of piercing caused by furniture or objects with pointed legs, feet or sharp edges. The use of plastic or felt protection devices is recommended. The wear warranty does not cover any stain damage due to the application of chemicals or the use of cleaning methods that are not recommended in our vinyl cleaning guide or where there is evidence of heavy soiling, abuse or neglect. The vinyl wear warranty excludes: damage due to abnormal use, damage due to the use of the floor in an outside/external location, the absence of standard protection methods for the floor covering (eg. doormats, sealed access doors etc.) where necessary, damage resulting from poor fitting or poor preparation of the underlying surface or damage caused by sharp or slicing material.

General Warranty Information
To ensure that your warranty remains valid, it is important that:

• Any spillages receive immediate attention using clean water and a recommended cleaner
• Regular care and routine maintenance is carried out using good quality products and machinery
• Hot water extraction either alone or in combination with cleaning by a professional carpet cleaning is carried out every 24 months
• You keep receipts of proof for the purchase of any professional carpet cleaning
• Your carpet is fitted in a suitable area and on a solid floor (adhering to British Standards 5325)

Warranties are only applicable for the original purchaser, and a receipt of purchase must be provided. Any damage, made intentionally, occuring during the fitting or which has occured due to negligence, malice, removal fire, water damage and similar events will void the warranty. Similarly, spots which have appeared following the use of an unsuitable chemical product or improper cleaning method, are not covered by the warranty. If your flooring must be replaced, Flooring Superstore will deliver, to the exclusion of other demands, and equivalent carpet chosen from the Flooring Superstore range for the defective surfaces. Other costs incurred during the replacement of the new flooring will not be covered. In the event of a disagreement, an independent expert will be appointed to inspect the flooring on site. Statutory rights are not affected.

Please note: Over time, traffic and general soiling of your flooring will cause a change in appearance and therefore will not be covered by the warranty.