FAQ

1. Do I need to register before placing an order? – No, after you have selected the product you want to order and add it to the basket, you can choose Checkout as Guest and proceed with entering your details.

2. What kind of payments do you accept? – For online orders we accept payments via Visa, Master card and bank transfer.

3. Do you take American Express cards? – We do accept American Express Cards but only in our London showroom.

4. Can I pay over the phone? – Payment over the phone is ONLY available to our exising long term custoers. Only condition is that the billing address of the card must match the delivery address.

5. What kind of deliveries do you offer? – We offer: 

• Standard delivery for flooring – Usually 3-4 days. 
• Standart delivery for supplies is Next day. ( ex.long items) 
• Am delivery - applies to supplies only 
• Next day delivery - applies to flooring only 
• Economy delivery (48 hours) - applies to supplies only 
• Long items delivery (48 hours) – applies to all supplies over 1m long. 
• Saturday delivery – applies to all products.

6. What are the delivery charges? – Delivery charges for flooring orders may vary between £25-£120 depending on your location and pallet size. Delivery charges for supplies may vary between £4.5-£70

7. What delivery companies do you use? – We use PW Gates, Royal Mail and DX Couriers for our deliveries.

8. I made a mistake with my order, how can I correct it? – Do not worry. Just give our customer support a call on 020 8830 9787 or write us an email at cs@flooringsuppliescentre.co.uk and one of our team members will assist you in the fastest way.

9. I want to leave a note, but I can’t find where? – You can leave a note right before checking out, there is an empty space for you to write any clarifications to your order. If you still cannot locate it, contact us and we will be happy to assist you.

10. Can I get an exact delivery time for my order? – Unfortunately, our delivery companies do not provide us with an exact time for the delivery. We can schedule a call from them hours in advance on the date of the order.

11. Can the driver take my order inside the property? – No, the delivery is only to your door or with pallet deliveries only kerb side the nearest accecable point outside your property.

12. Can my order be left in my yard, garage, porch and etc.? - No, all orders must be accepted by you or somebody close to you. They can leave it with a neighbour, but not anywhere else.

13. I received my order damaged, how should I proceed? – It’s important that you inspect your goods upon delivery. The delivery driver must create a protocol for the damage. After that, take few pictures and send them to our email cs@flooringsuppliescentre.co.uk, along with your order details and our team will be able to assist you in resolving the problem.

14. It’s been few days and still no delivery. – Sometimes our delivery companies can take longer than promised to deliver your goods. After we release the order to them, it’s in their hands to deliver them to you. For supplies you can track your order with the order number from the email confirmation you will receive. And for flooring you can give us a call on 020 8830 9787 so we can contact the delivery company.

15. Can I collect my order? – Yes, you can. You need to choose from delivery options ‘Collection’ and you are welcome to come to our store and collect your order.

16. Can I leave my order for you to store? – Your order can be stored in our warehouse 7 days free of charge. After that you are entitled to pay £5 for each additional day.

17. Where are you located? –  We are at Staples Corner, near Brent Cross Shopping Centre, as if you are going to IKEA-Wembley. The address is::

NW2 7HW
158 Coles Green Road
London

19. Can I return my order? – Yes, you can. Returns are accepted within 14 days of delivery or collection, against proof of purchase for online and over the phone sales.  Direct Shop Sales returned between  3-14 days and are subject to 20% restocking charge. Flooring bought returned between 3-14 days are subject to 25% restocking charge. 

19. I returned the items, but the money are still not back in my account. What shall I do? – Refunds usually take up to 14 days and they are credited back the same way they were paid. If the money are not back within that time, please give our customer support a call on 020 88 30 97 87 and they will be happy to assist.