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Ordering

Whether you have ordered any items and consumer goods on the Internet before or not, you may have a few questions about our wood flooring ordering process and policy. Factory Direct Flooring would like all of it’s customers to know in full what the process is to offer peace of mind to any individual customer placing an order over the Internet so please read the FAQ below if you have any queries or concerns.

How Do I Make Payment?

We offer a secure online payment system if you wish to order wood flooring from us online. That system accepts all major credit cards, which are then process via a HSBC secure e-payments portal. If you would refer to pay via Google Checkout or Paypal then we do offer that service as an option too.

Are My Credit Card Details Secured?

Yes they are. We use a secure method that involves encryption of your details as well as a data server that has extensive security to ensure that no personal information is intercepted or leaked. We only gather personal information that is vital to your purchase of wood flooring, such as your name and address. Any other details, such as credit card numbers, are only entered directly into our high secure servers that come direct from HSBC, Google and Paypal.

What If I Do Not Want To Pay Online?

If you would prefer not to enter your credit card details to pay over the Internet then you can still place your wood flooring order by selecting the “Send Cheque” option upon checkout. Alternatively, you can actually request a call from one of our sales advisors to complete your order.

What Is Factory Direct Flooring Policy On Privacy?

We have an active privacy policy that is in place to protect you and your details at all times. We will happily add you to our mailing list for news, updates and notifications when you order wood flooring from us. However, we only collect data that we need to be able to provide you with that service and would never sell your details on. You also have the choice to opt out. Please see our privacy policy for further information.

When Will My Order Be Delivered?

The lead time on the dispatching of stock from our warehouse is 3 days. However, we can offer a next day delivery if you request it, subject to stock levels and availability providing that full payment is completed by 10am the previous day. This does not apply to orders placed over weekends or bank holidays. You also have the option to specify a delivery date when you checkout.

How Much Is Delivery?

We currently offer free delivery on all orders of over £350 + VAT within the UK mainland, with all wood flooring orders under that amount being subject to a £30 + VAT delivery charge. A surcharge is applied for delivery in some areas of Northern Scotland, Northern and Southern Ireland, the Channel Islands, Isle of Man and Isle of Wight. We also consider orders to Europe but would need to confirm details with you over the phone. Please see out full delivery details for more information.

What If My Order Is Not In Stock?

It is extremely rare that we do not have any of our wood flooring products in stock at any given time but if this does happen then you will be given the opportunity to cancel your order. You could choose a full refund if you take this option. Alternatively, you could choose to wait until we can order the product in for you. Our sales advisors will be able to give you an idea of when that would be.

What If My Order Arrives Damaged?

All of the carriers that we use are carefully selected to ensure that they are able to fit in with our needs – high quality control and high service values. As such, it is extremely unlike that your order will arrived damaged. If it does then please call our customer care department immediately on 0845 263 6865. Damaged or faulty goods must be documented on the delivery paperwork as well. We will then be able to make arrangements for a replacement or a refund as soon as possible.

What Is Your Returns Or Cancellation Policy?

Our returns and cancellation policy is designed to help you should you have any issues with our wood flooring products. You do have a right to cancel your order within 7 days of receiving the goods or if you wish to do so before the wood flooring is actually delivered. If you choose to return it after receiving it then you will be responsible for the collection fee (approximately £60). Please see our full returns and cancellation policy for more details.