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Delivery & Returns Information

Delivery Information

When will my order arrive?

Contact Factory Direct Flooring

As part of our standard delivery service, we deliver all orders within 2-5 working days. Many of our deliveries are shipped next day. Once we receive your order, we will get in touch to arrange a convenient delivery date and if there is any likelihood of a delay or we cannot fulfil your requested delivery date we will call you to discuss alternative options. We will not ship any goods until we have spoken to you about the delivery.

Deliveries are made on your requested day from approximately 8.00 am to around 6.00 pm. Unfortunately requests for an E.T.A. (Estimated time of arrival) are at the couriers discretion. If your order arrives as arranged but we are unable to deliver because you are not home, or there is inadequate help available you will be liable for any additional costs incurred for redelivery.

Can I request a time slot or a Saturday delivery?

We have a timed delivery service available for an additional charge which allows you to choose your delivery slot. Saturday deliveries are also available if you place your order before 10am on Friday. Please note: Some services may be unavailable in certain parts of the country. For these additional services, or to see if they’re available in your area, please contact a member of staff on 0330100 00 15.

How much will my delivery cost?

Our standard delivery for Mainland UK and Eire is charged at £29.50, although exceptions can apply. We will deliver to non-mainland UK destinations with an additional surcharge.

Please see below.

Post CodesSurcharge
DD, PH1-41 £24.00
AB10-56, IV1-39,52-54, 63, DUBLIN CITY £60.00
IV40-51, IV55-56, HS, PH42-44, KA27-28 £66.00
KW1-14, PA20+ £84.00
KW15-17, ZE £174.00
ISLE OF MAN IM £156.00
ISLE OF WIGHT PO30-41 £48.00
BELFAST BT1-23, BT36-40 £60.00 


How will my goods arrive?

Factory Direct Flooring Lorry

As the goods we ship are very heavy, our standard delivery service is made to ‘Kerb side’ due to insurance guidelines so please arrange for adequate help to off load your goods as they are heavy and bulky, in most cases these will arrive on a pallet. Your delivery could be made on a lorry or van so it is assumed that the delivery address will be accessible. If there is a likely problem, e.g. the road is subject to a vehicle weight or width restriction or parking, it is within a time zone restriction; please inform us at the time of order so we can discuss alternative delivery options. Failed deliveries will incur a redelivery charge.

What if my goods are damaged when they arrive?

Factory Direct Flooring has teamed up with reliable delivery partners to ensure delivery service levels are maintained. However, very occasionally damage may occur during the transportation of goods which we apologise for in advance. Therefore it is important to check and sign for your order on arrival. If you are unfortunate to receive damaged, or there are missing item(s) please make sure it is noted on the couriers paperwork. We also strongly suggest that you contact us direct as soon as possible to make sure we aware of the problem. We cannot be responsible for any consequential losses after delivery has been signed for. Therefore we advise against booking installers until goods have arrived and been checked.

Where goods are refused on delivery that are found to be undamaged on return we reserve the right to pass on any carriage charges that we incur in returning the goods to us.

Returns Policy

Can I return or cancel my order?

The following information is applicable to Internet sales only. If you buy our solid wood flooring via any other method then please call our head office for further information if you have any questions related to returns or cancellations.

As a consumer, you have extensive rights when it comes to returns and cancellations. For example, you have the right to cancel your order for up to 7 days after the goods come into your possession as a result of the Distance Selling Regulations 2000. This is to ensure that you are totally happy with your purchase, which is why it only applies after you have taken delivery of the order. However, if you do decide to cancel or return the goods in part or wholly then you must abide by the Distance Selling Regulation guidelines (a copy of which can be found at Returns will only be accepted 30 days after delivery has taken place.

You also have the right to cancel your purchase before your order has been dispatched to you. If cancellation is confirmed prior to the order being dispatched, the full invoice amount will be refunded to you within 5 working days.

If you cancel and would like to return your order after delivery, we will arrange to collect the order in full from your specified delivery address. Upon receipt of the order, we will then refund the total amount to you minus the collection fee charged to us by the carrier. The level of this amount depends on your location, although the standard cost is £75 + vat within the UK mainland. However, a surcharge may also apply if the original order had one. Vinyl flooring which is custom cut to your sizes can be returned subject to a restocking fee, this however does not affect your statutory rights.

Upon collection, all goods must be sent as they are received, complete with packaging and in their original condition. Following their delivery to us, we will refund the total due to you onto the payment card that you originally used. This will be made within 28 days of cancellation.

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