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Delivery & Returns Information

Delivery & Returns

At Flooring by Nature we aim to dispatch goods to you as quickly and efficiently as possible.

Many of our products are made in smaller batches as we source directly from the factory so will have different delivery timescales.

General Delivery Guidelines

  • Wool Carpet & Sisal: Typically delivered 7-12 days from order

  • Cork: Typically delivered 3-5 working days from order

  • Laminate: Typically delivered 3-5 working days from order

  • Bamboo: Typically delivered 3-5 working days from order

These guidelines are subject to stock availability. We are happy to check stock and confirm delivery timescales prior to ordering.

Standard delivery charge is £49.99 per order. There may be surcharges to remote areas including Highlands & Islands, please check with us prior to ordering.

Sample deliveries are free and are sent by Royal Mail 2nd Class. Please contact us if you do not receive your sample order in a timely manner and we will be happy to re-send.

Key points to be aware of regarding delivery:

Stock check

When we receive your order we will check stock with the factory and we will contact you if the item is out of stock or the delivery timescale is likely to be outside the above guidelines.

Delivery Date

We will always contact you to book in a specific delivery date. We are unable to give specific time slots on the delivery day as our couriers will often adjust their delivery schedule to be as sustainable and efficient as possible. We strongly recommend 3rd party contractors (such as fitters) are not booked to complete your installation until you have received your order in full and taken an acclimatisation period into account. We also recommend that all goods are inspected by the customer prior to installation, to ensure the customer is satisfied with the quality of the product. This also helps the customer with any 3rd party contractor disputes that may arise due to incorrect or improper installation or damage of the product when being fitted.

Delivery Time

Standard delivery will take place Monday to Friday, 8am 6pm.

Helping Hand

As most of our products are very heavy and bulky our standard delivery service is to kerbside only. This means that you must have sufficient help to move the products to a suitable place on your property. If you require extra assistance please contact us and we may be able to quote for a two man delivery team.

Eco-friendly Shipping

In our efforts to reduce environmental impact, some items like underlay and accessories may arrive on separate deliveries. This allows us to utilise the most eco-friendly shipping methods available, which may result in multiple packages being sent to complete your order. If this is the case we will advise you and aim to arrange all deliveries to take place on the same day.

Rest assured that all items will arrive safely and as quickly as possible. Should you have any concerns about the delivery of your order, please do not hesitate to contact our customer service team for assistance.

Signature

Deliveries require a signature. If there is nobody available to sign for your order, the courier may attempt redelivery on a different day and this may incur an additional charge.

What to do if your product is damaged

We package your products well and our courier teams are very careful but sometimes damage may occur in transit. It is very important that you check your order for visible signs of damage on receipt. If you see damage you must inform the driver and sign for the consignment as damaged. Please take photographs and contact us immediately. We are unable to progress claims for transit damage if you have not signed for the consignment as damaged and notified us within 24 hours of delivery.

How accessible is your property?

Delivery will often be by large van or lorry. You must advise us at time of ordering of any access restrictions that may affect delivery.

Store your products with us and deliver later

We are happy to store your products for delivery at a later date. Once you’ve made a product selection we recommend you place your order straight away and advise us of a delayed delivery date. This will lock in stock and price, protecting you from potential issues at a later date.

Returns

We understand that selecting flooring is an important decision and we work hard to help you make the correct choices. Please contact us if you have any questions regarding installation or measuring and our friendly team will be happy to help.

Should you place an order and subsequently change your mind, we operate a market leading, no-quibble return policy for up to 60 days from receipt of goods. In this time you may return your order to us for a full refund, subject to the following terms:

    • We accept returns of full orders, unfortunately we are unable to accept returns of part orders i.e. if you have a couple of packs of flooring left over.
    • Items must be undamaged, unopened and in a resalable condition.
    • You are responsible for the initial delivery cost and the subsequent cost of collection and return.
    • Exclusions apply to commercial/B2B orders.

If you wish to return your items please contact us in the first instance and we would be happy to discuss your options.  

Need more information?

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Looking for more information regarding your delivery or returns?

Please don't hesitate to get in touch