Delivery & Returns

We offer a standard delivery service where all products are delivered within 3 to 7 working days (subject to location and courier availability). We will advise you at the time of order, whenever possible, of approximate delivery lead-times.

Products are normally delivered between 8AM and 6PM, Monday to Friday.

1. DELIVERY CHARGES

1.1. STANDARD DELIVERY

We offer free delivery on all orders over £250.00 to the majority of Mainland U.K. (Price is on application for deliveries to the Scottish Highlands and Lowlands, Republic of Ireland, Channel Islands, Isle of Man, Isle of Wight and Europe. If you have one of the following postcodes please call one of our sales advisors on 01325 952329 or email us on info@thewoodfloor.co.uk (AB, GY, HS, IM, JE, KA27, KA28, KW15, KW16, KW17, PA20, PA42, PH42, PH43, PH44, PO30, PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41, ZE)

For all orders under £250.00 delivery charges vary and will be confirmed at checkout.

1.2 WHITE GLOVE SERVICE (FLOORING & BULKY ITEMS)

If you are lucky enough to live in one of the below postcodes we are able to offer you our premium white glove delivery service.

Delivery will be made by one of our own vehicles at a time to suit you. We will contact you to arrange a day and time (often a half hour timeslot) and will bring the products into your home.

The cost of this service is £60.00 including vat for all orders under £250.00 and is FREE for all orders over £250.00 

White Glove Delivery is available for all postcodes included in the following list: 

DH1, DH2, DH3, DH4, DH5, DH6, DH7, DH8, DH9, DH97, DH98, DH99, DL1, DL10, DL11, DL12, DL13, DL14, DL15, DL16, DL17, DL2, DL3, DL4, DL5, DL6, DL7, DL8, DL9, DL98, SR8, SR88, TS1, TS10, TS11, TS14, TS15, TS16, TS17, TS18, TS19, TS2, TS20, TS21, TS22, TS23, TS24, TS25, TS26, TS27, TS28, TS29, TS3, TS4, TS5, TS6, TS7, TS8, TS9, TS90

1.3. FREE LOCAL DELIVERY FOR NONE FLOORING ITEMS

For all customers with a DL postcode we offer FREE of charge delivery. Deliveries will be made on a set day but we cannot guarantee a time slot.

 

1.4. FREE LOCAL COLLECTION

A collection option for customers with (DL,TS, DH,YO, SR, NE) postcodes is available and allows our customers to collect orders from our warehouse located at The Wood Floor Company Warehousing and Collections Hub, Unit 1b, Lloyds Court, Darlington, County Durham, DL1 2NX

This option is FREE of charge but please still allow 2 – 3 days to make the collection.

Please note that valid ID (Driving license or similar) matching the order address and payment card must be provided upon collection.

3. OUR DELIVERIES

Most orders are dispatched with a lead time of 3-7 working days.

3.1 SAMPLES

Samples are usually sent within 48 hours by Royal Mail or by courier.

3.2 LARGE ORDERS

At the time of order we will contact you to discuss a convenient date for delivery.

As deliveries are made by a large lorry or van, it is assumed that the delivery address will be accessible by lorry. If there is likely to be a problem e.g. the road is subject to a vehicle weight or width limit, please inform us at the time of your order.

Deliveries will be made between 8AM and 6PM and we are unable to give an estimate of your delivery time as all deliveries are at the couriers’ discretion. Should you wish to receive an approximate time of arrival you should call 01325 952329 on the day of your delivery and we will do our best to locate this information for you

Due to insurance guidelines, all deliveries are made kerbside, to the nearest access point of the delivery address. You must arrange for adequate help to off-load your products and carry them onto site. (This is not the case if you have upgraded to our White Glove Service)

If our carrier arrives at your address and is unable to deliver on the arranged delivery date because there is no one onsite or you are not able to carry the goods in, you will be liable for a re-delivery charge of £90.00 inclusive of vat.

In the case of a refused delivery, you will also be liable for any additional direct costs that we incur as a result.

As some circumstances cannot be foreseen and may affect deliveries, we advise not to book any trade for installation until products have been received. No liability can be accepted by us for costs caused by late deliveries, or for any other reason.

Deliveries cannot be left outside in porches, garages or any other location.

The terms herein do not affect your statutory rights.

3.3 SMALL ORDERS

Most small orders are sent via small courier and are dispatched within 2 – 3 working days.

You will normally receive an email from our chosen courier to confirm dispatch and this contact normally includes all relevant tracking information.

4. WHEN YOUR ORDER ARRIVES

When your order arrives, you must ensure the quantities match what you have ordered. Please examine the goods and count each item to make sure everything has been received.

Every effort is made to ensure that your products are delivered in perfect condition, and all our couriers are selected by stringent guidelines to guarantee the best possible service and quality control.

In the unlikely event that any of your products arrive damaged, please notify the delivery driver immediately and sign the Proof of Delivery document, stating what has been damaged. It is advisable that you take a photograph of the delivery document as well as the damaged product / products as proof that you have signed for as damaged.

DO NOT let the driver leave until you have verified the condition of the goods.

If you wish to contact us regarding acceptance of damaged goods, please email us at info@thewoodfloor.co.uk or call 01325 952329

Failure to comply with any of the above will result in a void claim. Due to the insurance liability, we cannot accept responsibility for any damaged items signed for as "clear", "unchecked" or in "good condition".

5. RETURNS AND REFUNDS

If you wish to return any products, please contact us at info@thewoodfloor.co.uk. Please note that all return requests must be made within 14 days from the receipt of the goods and then returned within 30 days of receipt. Please Note this excludes Laminate Products as we have a no refund policy across the board due to the high cost of restocking which means the manufacturers do not allow us to return products.

  1. If we receive a cancellation request from you and your products have not been dispatched, we will refund you the full invoice amount within 7 working days of your cancellation request.
  2. If we receive a cancellation request from you and your products have been dispatched but not yet delivered, we will refund you the full invoice amount in full, minus any direct expenses we may have incurred in fulfilling the original agreement.
  3. If we receive a cancellation request from you and you have accepted delivery of your products, you must return the goods to us, at your own expense. Full details will be provided at the time of the returns request.

You must ensure that any products returned are fully packed, as received, and are in a resalable condition. 

If you have opened any boxes to examine the product, we recommend you return them to their original packaging, as it is specifically designed for the product.

Any failure to comply with these terms, resulting in a damage or deterioration of the products, will incur a charge according to the severity of the damage.

Once the products have been returned to our warehouse, inspected and confirmed to be in a resalable condition, a refund will be issued to you within 14 working days.

We reserve the right to refuse returns of parts of single products contained within an order.

We do not accept returns for clearance or bespoke products or any used or altered products.

In any case where you wish to return a product because you consider it defective, we will examine the matter and will notify you of our decision and any applicable refund via e-mail, within a reasonable period of time.

In the case of leftover flooring or accessories, you may return them to our warehouse at your own cost. You will receive a refund minus a small 25% restocking fee (restrictions may apply). We DO NOT accept any returns on Laminate Flooring due to the high cost of restocking these items which means the manufacturers do not allow us to return any products, so we highly recommend not to over order and if unsure under order as most products are available within 24 hours of ordering. Please contact us on 01325 952329 or info@thewoodfloor.co.uk for more information.