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COVID-19

COVID-19 Update

Status - Delivery within 2 working days of despatch.

Please note there are some changes to our normal service levels. Details of which can be found below. We apologise for any inconvenience these changes may cause, but all decisions are being made with the safety of our customers, colleagues & partners in mind.

We are expecting the majority of orders to be delivered within 2 working days of the order being placed.  Please do not contact us to chase your order if it is within the 2 working day timescale as we will be unable to provide an update for your order. 

Delivery Times

Whilst we expect the majority of deliveries to take place within the quoted timescales we are seeing more delays than we would normally expect. This is due to additional COVID related precautions, and higher than normal volumes of freight moving through courier networks. With this in mind we would urge customers to allow additional time between delivery and fitting so that should an unforeseen delay occur it does not lead to financial loss through having to cancel a fitter.

We will send a dispatch email with tracking information once your order is shipped. If your order is being delivered by courier you will receive a tracking link. We recommend that you check your tracking link each morning as this will update to show "Out For Delivery" on the morning it is loaded to a delivery vehicle. If your order is being delivered by ourselves we will contact you should there be a delay that prevents delivery on the date stated in your dispatch email.

To check for delivery of your order you should continue to track using the link provided in the email titled: "Your Flooring Order Is Due For Delivery". If you have not received your order after 2 working days we can look to chase up the courier on your behalf and try to provide an update but only at this point.

Customer Service

We have been experiencing some intermittent technical issues with our phone system. If you are unable to get through or receive a message saying the number is invalid then please email us and we will assist you as quickly as we are able to.

We are working through messages from oldest to newest. Please do not email more than once before receiving a response from us as this will reset your position in our response queue and may delay our response.

Extra Precautions

We aim to provide Great Customer Service and Great Value For Money. But above all else the welfare of our customers and staff is our top priority, with this in mind we have implemented extra precautions across the entire company including:

  • Contact Free Delivery Available. Leave a signed and dated note with instructions on where you would like your items leaving.
     
  • No Signature Required. Drivers will keep a distance of 2m and use your name and may take a photo of delivered items as proof of delivery.
     
  • Hygiene. Drivers have been issued with additional cleaning products for use during and between deliveries. All other departments have also increased the frequency of cleaning and sanitizing with antibacterial products. All high contact points are being cleaned multiple times per shift.
     
  • Social Distancing. All departments are operating at a distance of 2m+ apart wherever possible.
     
  • Constant Review. We are continuously monitoring the situation and advice available and are following all government guidelines as well as implementing our own additional policies to help minimise the spread of COVID-19. If anything changes regarding policy or service levels we will update this information.

We would like to wish all of our customers the best during this unprecedented time and we remain committed to providing the highest level of service possible.