Delivery & Charges

All delivery prices on the website at the time of purchase are determined by the location, weight, and dimensions of the goods and delivery charges are subject to VAT.

The delivery address should be accessible as the delivery transportation method is usually through a lorry or a van. The client must notify us in advance in case of obstacles such as road restrictions, etc. In this case, the client is responsible for arranging alternative delivery options by discussing them with the company first. Ordered goods will not be left in garages, gardens, porches, and other outdoor locations that are assumed unsafe by the company. Please, keep in mind the driver is responsible for delivering the goods to the designated address only and the driver is not obligated to offload the goods inside the premises due to Health & Safety reasons.

Delivery Rules and Restrictions

  • The delivery of all goods and materials depends on the delivery option the client chooses during the ordering process. Goods and materials will be delivered following the client’s selection.
  • Orders for the UK mainland received by noon from Monday to Friday are dispatched on the day the client selects, excluding weekends and public holidays.
  • All deliveries to Northern Ireland, the Scottish Highlands, and other rural areas of the UK will be delivered within 5 working days.
  • All orders are processed and delivered only on working days (from Monday to Friday, excluding public holidays)
  • The order may be delivered in more than a single delivery

Our company reserves the right to not accept any liability for delayed deliveries caused by a third party. The client is responsible for all risks with the goods as soon as the client receives the goods. Upon delivery of our goods, the client will be provided with all details required enabling them to:

  • Exercise right of cancellation
  • Address intended cancellation or complaints to the correct place of business

A client’s signature is required upon the delivery of all goods. In case the client is not on-site at the time of delivery, our company will leave contact details for them to make further arrangements. Our company reserves the right to not leave any orders on the address in case the client is not present, to ensure a secure and undamaged delivery. Our company delivers orders only to UK addresses (excluding the Chanel Islands).

There is a return delivery charge of a minimum £70.00 added to the cost of the initial delivery in case the first-time delivery fails and the client is responsible for the failure.

Delivery Options

This paragraph is dedicated to the UK addresses delivery (excluding Chanel Islands) of orders placed from Monday to Friday, excluding weekends and public holidays.

Our company’s shipping mails do not differ from the shipping rates established by the Royal Mail and we do not overcharge for any delivery. The specific rate of the client’s order depends on the weight of all goods to be delivered, as well as the relative distance from London, NW2 region where our warehouse facilities are located. The starting rate of delivery is from 20 British pounds for deliveries of goods to Greater London locations.

  • Standard Delivery – From 2 to 5 working days, available for mainland UK only
  • Names Day Delivery – Delivery is available for a day of the client’s choice, excluding weekends and public holidays. Names day delivery is available for mainland UK only and it is a subject of availability.
  • Next Day Delivery – Delivery is available on the next working day. All orders must be placed before noon to be available for next day delivery.
  • Saturday AM Delivery – Delivery by Saturday before noon. All orders must be placed before noon on the last working Friday to be available for a Saturday AM delivery. In case the order is placed on the last working Friday afternoon, the goods will be delivered on the following Saturday.

International Shipping

We are sorry, but our company is currently not offering international shipping options. We do not accept orders that are billed or delivered to destinations outside the United Kingdom (excluding Chanel Islands). We apologize for any inconvenience.

Returns and Exchanges

Our company hopes that every client is delighted with the order and the delivery process. However, if our clients have reasons for them to not be entirely satisfied with their order, clients can return any item as long as it is in its original condition. If clients manage to do so, they will be fully refunded within 14 working days from the delivery. Clients are required to inform us that they intend to make a return within 7 working days after the day of delivery.

Clients can find a dispatch note with details of the order and details of our company’s return process in the original packaging of the goods delivered. In case the items listed on the dispatch note do not match those contained in the delivery, please make sure to notify us immediately by contacting our customer service team on 0800 0434 359.

Returns a fee for items that have defects, or for incomplete and incorrect deliveries. Otherwise, clients are required to arrange and pay the return of the goods to our company. Missing or damaged goods should be reported immediately. Please, make sure you check if all the goods on your order are in the delivery. Please, make sure to check for damaged goods and opened packages. This should be done immediately after the delivery is received. Please, make sure to not let the driver go before you check for missing or damaged goods. In case of missing or damaged goods, contact the company over the phone on 020 88309788.

We strongly recommend all clients to send the returning items only by a recorded delivery service, which is usually one that requires a signature upon receipt.

Our company reserves the right to not take any responsibility for any returns lost in transit.

Whenever a return is made, our clients will be fully refunded with the price paid for the goods (inclusive of the initial delivery charge) within 30 working days of us receiving client’s notification that they would like to make a return of goods, provided that our client has returned the goods in their original condition at our distribution centre within 14 working days of delivery. If the client returns goods due to defects, or incorrect and incomplete delivery, the client will be refunded the full price they’ve paid for the goods (including the initial delivery charge) and the recorded delivery costs for the return carriage from the original delivery point to our company’s distribution centre. The client should enclose a valid till receipt indicating such costs.

We make returns only against the original credit/debit card used. 

Our company reserves the right to collect goods from the client and to charge them for the direct costs of collecting the goods if the client cancels the order but fails to return the goods within 14 working days. The client must note that these charges may exceed the costs of the client returning the goods and these charges may be deducted from the refund. Until all goods that are a subject to a refund are returned to our company, the client has all the responsibilities for exercising reasonable care, store the goods in safety and inappropriate conditions that won’t affect the condition of the goods and their appearance.

Clients must keep in mind that we reserve the right to not accept and refund goods that we reasonably believe have been used. In case a case like this one happens, our company will inform the client that no refund will be available and the client has the responsibility for arranging the goods to be returned to their address within 28 working days of our notification.

The above-listed returns policy is only applicable for purchases made online. Our company is unable to process returns for purchases made within a partnered retail location. All returns for purchases made online will not be accepted for returns and exchanges at partnering or affiliated retail outlet locations.

The Returns Process

Step 1

The first step of the return process is the client notifying our company for their intention to cancel the order and return any goods within 7 working days starting from the day of delivery to their address. This can be done by either calling our customer service team on 0870 034 2879 or by emailing our company with the order details. The client must note that our company does not accept returned goods that our company believes have been used.

Step 2

The second step of the return process includes actions from our side. Once we get the client’s notification for their intention to cancel order and return goods, our customer service team will take care of the client’s customer order number and the description of the goods that will be returned. All this information is available on the dispatch note the client will be able to find within the goods’ packaging. Next, our customer service team will issue the client with an authorization number and provide the client with a customer copy of the returns authorization note (RAN) and a returns address label. The client must make sure to retain their copy of the RAN form for future reference with our customer service member with regards to this matter.

Step 3

Once the client receives the returns address label by our customer service they should affix it onto the outside of the parcel and make sure that the returned parcel is properly sealed and the original dispatch note and the completed return form indicating whether the client requires a return, exchange, or replacement are both included within the packaging of the returned goods. Our company recommends all clients to send the parcels by a recorded delivery service. The client must make sure to retain the recorded delivery receipt so they can provide a proof they’ve returned the goods in a possible event that our company does not receive the returned parcel. Our company reserves the right to not take any responsibility for returned goods lost in transit.

Step 4

If the client has chosen a refund, our company will process the calculated refund within 30 working days of receiving the client’s notification that the client has the intention to return the goods provided that the client has returned the goods to our company in their original condition at our company’s distribution centre within 14 working days from delivery. The client will receive an e-mail notification of their refund from our payment-processing partner Worldpay. In case the client has requested an exchange or a replacement, this will be processed within 7 working days of receiving the returned goods and will be delivered via standard delivery.

Contact Us

FlooringFirst! Services
158 Coles Green Road
London, NW2 7HW
Direct Line: 020 88309782 is Trademark of Flooring Centre Ltd • Contents of this website is © Copyright of Flooring Centre Ltd.