Shipping & Returns
Our Delivery Services
Deliveries will be made on your requested day between the hours of 8am to 6pm. You may request an ETA (Estimated time of delivery) but that is at the couriers discretion and therefore cannot be guaranteed. We will of course make every effort to advise you of an approximate time if the courier can facilitate it.
All our deliveries will be made by a lorry or van and it is therefore assumed there is easy access. Please let us know at the time of ordering if there are any access problems or the road/driveway surface is in any way unstable.
If your order arrives as arranged but we are unable to deliver because you are not home, or there is inadequate help available, or the goods are refused you will be liable for any additional costs incurred for the goods being returned. The return delivery charge for failed deliveries is a £ 85.00 minimum or £ 0.70 per kg, whichever the greater.
It is important to check your order for any damage and that it is correct on arrival. If in the unlikely event the order is incorrect or damaged please make a note on the couriers paperwork and sign accordingly. It is important that you contact us as soon as possible directly to inform us of the problem so we can solve it for you as soon as we can.
We cannot be responsible for any consequential losses from delivery delays, shortages or mistakes so we strongly advise against booking installers until the goods have been received and checked.
Standard delivery is made to the kerb side due to insurance guidelines so please arrange for adequate help to carry goods into your property.
Deliveries made outside mainland UK may incur extra delivery charges which you will be advised of before confirmation of the order.
Our returns and cancellation policy
Although we are confident the goods we supply will be to your complete satisfaction we of course understand that things can go wrong and you can sometimes change your mind.
We are happy to accept back any flooring (but not wood flooring) or accessories you have left over after completing your installation for a small 25% restocking fee (restrictions may apply). To do this, please email us and we will be happy to refund or exchange your goods. If you wish to return any goods they must be complete, unused, and in “as new” condition. If they are tiles the same shade must still be available otherwise we cannot accept them back.
If you do wish to return any goods you must ensure that they are packaged adequately to protect against damage during transport. If you have opened any boxes to inspect the product we recommend that you take care with the packaging and try not to damage it as it is specifically designed for the tiles or wood flooring. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will have charge accordingly.
If you wish to cancel your order and have left a deposit we will not be able to refund your deposit.
All returns must be accompanied by a valid returns authorisation number which can be obtained by contacting our showrooms either by e mail or phone. You will need to return the goods back to us via your chosen courier and must be returned to:
F.A.O. Warehouse Manager,
Tile and Wood Flooring
Bucks, HP12 3RS
Please note – the above ‘returns rules’ do not apply to special order lines, bespoke products, or any products made to your specification.