Frequently Asked Questions

Welcome to our FAQ page, where we've compiled answers to the most common questions our customers ask. From product details to payment and shipping information, find everything you need to know to make an informed decision.

Can I request samples of flooring before making a purchase?

Yes, you can order free samples directly from our website. Simply navigate to your chosen product and click “Order Free Sample.” Here’s a step-by-step guide on how to order samples: Free Flooring Samples Guide.

How do I measure my space to know how much flooring I need to order?

To accurately measure your space, start by drawing a rough sketch of the room. Measure the length and width in meters and multiply these to get the square meterage. Add 10% to account for cuts and waste. For irregular shapes, divide the room into manageable squares or rectangles and sum their areas. For detailed guidance, see our measuring guide.

What are the differences between solid wood, engineered wood, laminate, and vinyl flooring in terms of durability and appearance?

Solid wood flooring offers a classic and timeless look, with great durability and the option to sand and refinish over time. Engineered wood provides a similar appearance to solid wood but with better resistance to changes in humidity and temperature. Laminate flooring is highly durable, scratch-resistant, and offers a variety of designs, including realistic wood visuals at a lower cost. Vinyl flooring, including LVT and SPC, is waterproof, making it ideal for bathrooms and kitchens, and comes in a wide range of designs.

Why are some planks shorter than others in my flooring packs?

Particularly with engineered wood floors, to help achieve a natural staggered layout, manufacturers often include a percentage of pre-cut split boards (approximately 20%). This is normal and considered industry standard for fixed-length products.

Are your flooring products suitable for homes with pets or children?

Yes. Our range includes durable and easy-to-clean options like laminate and vinyl flooring, ideal for busy households. Laminate floors offer great scratch resistance, while vinyl provides waterproof features and resilience against daily wear and tear. Both are excellent choices for areas frequently used by pets and kids, combining practicality with style. For advice on selecting the best flooring for your needs, visit our Expert Advice Centre here.

Do you offer eco-friendly or sustainable flooring options?

Yes, we’re committed to sustainability and offer flooring options made with environmentally friendly practices. Our range includes products designed for lower environmental impact, ensuring you can choose floors that are not only beautiful but also kind to the planet. For more details on our eco-friendly selections, please visit our product pages or reach out to us directly.

What's the difference between Stick-down LVT and Rigid SPC?

Stick-down Luxury Vinyl Tile (LVT) is a flexible, water-resistant flooring option that requires adhesive for installation. It replicates the look of wood and stone and is ideal for areas where precision installation is needed, such as kitchens and bathrooms. It’s a great choice for those who want a secure, permanent fit that withstands daily wear.

Rigid Luxury Vinyl (SPC) is a type of LVT but with a rigid core made from stone polymer composite. SPC is more resistant to dents and warping and comes with a built-in 1mm underlay for added comfort and sound insulation. It’s perfect for high-traffic or moisture-prone areas like bathrooms and kitchens. Unlike stick-down LVT, SPC uses a click-lock system, making it easier to install and even more durable under changing conditions.

Both options are water-resistant and offer stylish wood and stone finishes, but SPC provides enhanced strength and resilience for more demanding spaces.

Is there a credit check required for financing options?

For financing options through Klarna, Clearpay, and PayPal Credit, a credit check may be required as part of the application process. This helps in determining your eligibility for their financing terms.

Can I combine different payment methods for a single purchase?

Yes, we can create separate payment links if you wish to split payment between two or more payment cards. Please proceed to checkout, enter your details, then contact us and we’ll arrange the payment links for you.

Are there any hidden fees or charges with your finance options?

Our finance partners, Klarna, Clearpay, and PayPal Credit, offer transparent terms without hidden fees for their services. For detailed information, please review the terms on the respective websites and our payment page: Flexible Payment & Fianance Options.

Where can I find more information about your payment and financing options?

For a detailed overview of our payment methods and comprehensive financing options, including how to apply and what terms are available, please visit our dedicated Payment & Financing page. Our guide walks you through each available option to help you choose the best one for your needs.

Do you accept bank transfer?

Yes, we accept UK bank transfers. Please contact us for our bank details and include your order reference when making payment.

Do you deliver internationally or only within the UK?

Our website facilitates delivery within the UK. For international inquiries, please contact us at [email protected] for potential arrangements.

Can I track my order once it has been shipped?

Currently, we do not offer a real-time tracking feature. However, customers are emailed once their order is dispatched, including the expected delivery date. For more information on delivery times, please contact us.

What should I do if my order arrives damaged or incomplete?

If your order arrives and you suspect any items are damaged, it’s essential to sign for the package as ‘Damaged’ right at delivery. Please contact our customer service immediately, providing photographic evidence of the damage or a detailed description of any missing items. Please report these issues to us within 48 hours of delivery to [email protected] to ensure we can address and resolve the matter promptly. We’re committed to swiftly resolving such issues to your satisfaction.

How do I prepare my home for flooring installation?

Before the installation of your new flooring, ensure the area is clear of furniture and other items. The subfloor should be clean, dry, and level. For specific installation instructions for your flooring type, visit our help centre and see our floor installation guides section.

Where can I learn more about your delivery process?

For comprehensive details on our delivery process and the areas we service, please visit our Delivery Information page. This page provides essential information on everything from shipping times and areas to what you should expect when your order arrives. Our aim is to ensure clarity and convenience throughout your purchasing journey, making sure your experience is as smooth and hassle-free as possible.

Where can I find detailed maintenance tips for my flooring type?

You can visit our dedicated Flooring Maintenance & Care Guides page for expert maintenance advice tailored to each flooring type. Whether you have engineered wood, SPC, LVT or laminate, our guides cover cleaning, protection and long-term care.

What’s the safest way to remove stains from my flooring?

Always start with a cleaner recommended for your floor type — never use bleach or harsh chemicals. For wood, avoid soaking; for vinyl, use a pH-neutral cleaner; and for laminate, a slightly damp cloth is best. For more help, check our Flooring Maintenance & Care Guides.

How often should I re-oil my wooden floor?

It depends on the type of oil used and how much traffic your floor sees, but most naturally oiled wood floors benefit from re-oiling every 2–5 years. You can also add a protective coat of hardwax oil (like Treatex) shortly after installation for extra durability — always test a small area first.

Can I use a steam mop on my flooring?

No — we don’t recommend steam mops on any of our flooring. High heat and moisture can damage wood, SPC, LVT and laminate floors. Use a lightly damp mop with a flooring-appropriate cleaner instead.

What’s the best way to protect floors from furniture damage?

Use felt pads under chair and furniture legs, and avoid dragging heavy items. You can also place rugs in high-traffic areas and use castor cups under wheeled furniture to prevent dents or scratches.

How long does it take to process a refund?

Once the returned item is received and inspected at our warehouse, refunds typically take 3-5 working days to be processed and credited back to your account.

What is your policy on returns and refunds, and where can I find more information?

We strive for complete customer satisfaction. For information on how to initiate a return, what items are eligible for returns, and how refunds are processed, visit our Returns & Refunds page. Our policy outlines all you need to know about returning a product and receiving a refund.