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? – We accept payments via Visa, Master card, PayPal and bank transfer.

  3. Do you take American Express cards? – No, we do not.

  4. Can I pay over the phone? – Yes, you can. 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.
  1. What are the delivery charges? – Delivery charges for flooring orders below £500 ex.VAT may vary between £35-£75 depending on your location and pallet size. Delivery charges for supplies below £100 ex.VAT may vary between £7-£35.

  2. Do you offer free delivery? – Yes, we do. All flooring orders over £500 ex.VAT and all supplies order over £100 ex.VAT are free of charge. Free delivery over £175 ex.VAT applies to Underlays (Duralay and Timbertech2) and Adhesvies ( Bona, Wakol, SMP) Exceptions make orders for Scotland and Northern Ireland.

  3. What delivery companies do you use? – We use PW Gates and ParcelForce for our deliveries.

  4. I made a mistake with my order, how can I correct it? – Do not worry. Just give our customer support a call on 020 88 30 97 87 or write us an email at cs@flooringsuppliescentre.co.uk and one of our team members will assist you in the fastest way.

  5. 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.

  6. 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 1h in advance on the date of the order.

  7. Can the driver take my order inside the property? – No, the delivery is only to your door.

  8. 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.

  9. 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.

  10. 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 ID number from the email confirmation you will receive. And for flooring you can give us a call on 020 88 30 97 87 so we can contact the delivery company.

  11. 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.

  12. 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.

  13. Where are you located? – We are near Brent Cross, as if you are going to IKEA. There is a big roundabout, you take a left turn. Our details are:

NW2 7HW
158 Coles Green Road
London

  1. Can I return my order? – Yes, you can. For supplies you can return your order 28 days since purchased, unopened and get fully refunded. For flooring if you return it within 7 days, you get full refund. However, if the flooring is back 7-28 days since purchased, it’s subject to 25% restocking charge. Please note, that unless agreed otherwise, all returns are at customer’s own expense.

  2. 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. 


Secure
Trusted
Delivered