Delivery & Returns Information

Clear delivery guidance for samples, single boxes and palletised flooring orders.

1. 1.1Samples and small orders

   All samples are delivered via Royal Mail or by a parcel delivery service and are charged at £1.99 per sample. Single box orders may be delivered by parcel courier.

2. 1.2Pallet delivery for 2 boxes and above

   All orders of 2 boxes and above are palletised and delivered via a third-party pallet courier. Standard pallet delivery is typically 2-4 working days (may vary).

3. 1.3Premium postcode checks

   Delivery prices and availability may vary for premium postcodes and for some products depending on the logistics company. Deliveries to Europe are available by quote.

Special orders cannot be returned or cancelled once despatched from the manufacturer. Lead times vary, so please enquire before placing your order.

All prices include VAT. Pallet delivery is charged from £60.00 unless a product-specific band or premium postcode surcharge applies.

2.1Premium postcode surcharges

These surcharges are charged in conjunction with the standard pallet charge unless a product-specific table below applies.

The following postcode bands are used for pallet delivery charges and return/collection guidance where applicable. Final price and availability can vary by product and logistics partner.

The same tables, with five orders worked through and what each zone covers: what flooring delivery costs in the UK.

3.1Type 1 - Wood flooring, SPC and porcelain tiles

3.2Type 2 - Laminate and gluedown LVT

3.3Type 3 - Wall panels and worktops

All pallet deliveries are kerbside by truck. Please make sure vehicles have access to the delivery point. If there are any restrictions, you must inform us at the time of order.

• Someone must be available: There must be someone at the delivery address on the day of delivery to accept and sign for the order.
• Road access: If a bin lorry can access and collect from outside your home or business premises, a pallet truck should usually have suitable road access.
• No obstacles: The route should be free from obstacles such as low hanging tree branches.
• No inclines: The delivery area should be flat rather than on a slope.
• Hard surface only: Delivery should be made on a hard surface, not loose ground such as gravel or grass.
• Turning and parking space: There must be enough room to park at the kerbside and make delivery. Narrow roads and cul-de-sacs need suitable turning space.
• Restrictions: You must advise us of parking or time restrictions at the delivery point.

If access is difficult and we are not informed in advance, redelivery or failed-delivery fees may apply.

5.1Before signing

• Check that you have received the correct product.
• Check that the number of boxes is correct.
• Check visible packaging and pallet condition before signing for the order.

5.2If something looks wrong

Please contact us with your order number and clear photos so we can review the issue with the courier or warehouse.

5.3Need a delivery quote?

Prices and availability for delivery may vary for some products to premium postcodes depending on the logistics company. Deliveries to Europe are available. Please contact us for a quote.

Once orders have been paid and are made ready for despatch and the client decides to cancel the order, the client shall be liable for all costs incurred up to that point. This may include, but is not limited to, restocking fees where they apply, pallet courier or other postal service costs etc.

If the client wishes to return an order in part or in full where the goods are not damaged or defective, they shall be liable for all courier costs and a restocking fee (where they may apply).

Special orders cannot be cancelled or returned once produced by manufacturer. This includes bespoke floors or tiles ordered from factories. Please enquire for lead times.

• Homes & Floors must be notified by email of all returns within 14 days. Goods need to be returned to the specified warehouse within 28 days of original order delivery.
• Refunds shall only be processed after the return of goods has been verified at the warehouse.
• Refunds shall only be given to include goods that after inspection are deemed to be in resalable condition.
• Refunds may take up to 7 days to process after the receipt of the goods.

For non-damaged or non-defective returns, courier costs and the restocking fee (where they may apply) are the responsibility of the client.

It is the responsibility of the client to check the goods are correct before signing for them. Signing for them is considered acceptance of them.

However, Homes & Floors understand that the condition of all damaged and/or defective goods cannot be determined from a cursory inspection. Consequently, we have outlined the T&C’s in this eventuality below:

• The client should notify Homes & Floors within 7 days of any such damages or defects. It may be necessary to provide photographic or video evidence as deemed necessary.
• If no such claim is made within 7 days of the delivery date the goods are considered as acceptable to the client and Homes & Floors shall incur no liability afterwards.
• Homes & Floors agrees to make good all such defects which are the result of faulty design, materials or workmanship by carrying out repairs or replacement delivery of the goods, but Homes & Floors shall incur no liability to pay compensation as a result of such defects.
• If a client claims any damages after installation due to defective products this must be validated by an independent flooring inspector. Any claims without an official report will not be covered by any manufacturers structural warranty.

Guidance around returns, delivery timing, access, tracking and what to do after your order arrives.