Frequently Asked Questions
Who are Factory Direct Flooring?
Factory Direct Flooring has been supplying high quality floors for 27 years. In that time we have established ourselves as one of the biggest online flooring retailers in the UK. We don’t just sell floors, we also have in depth technical knowledge of the products we offer. Need advice on which type of floor will best suit your needs? Our expert team can help. Put simply, Factory Direct Flooring is passionate and dedicated to providing the best online flooring service in the country.
Our warehouse has well over a million pounds worth of stock and we are UK based, we’re ready to get your new floor to you quickly. Our website is also designed to keep track of stock levels so if a floor is currently out of stock or not available in the required quantity you will be informed straight away. Due to the high levels of stock it is unlikely that the floor you order won’t be available.
In accordance with insurance guidelines, we do not deliver the goods into your home. Instead we work on a ‘Kerb Side’ basis. This means we delivery outside the property. For this reason we advise you make necessary arrangements to help you transport the goods from the kerb into the home.
A lot of our deliveries are made via a van or lorry. Therefore they will need spacious access to park outside or close to your property. If you live on a road with weight or height restrictions you will need to contact us so we can try to arrange an alternative delivery if required. Note that all failed deliveries will cause you to incur an additional re-delivery charge.
If you discover any damage to your goods when they are delivered, there is a section on the driver’s paperwork which allows you to sign to say a set number of boxes are damaged and are being returned. It is very important to check the boxes and product before you sign the delivery paperwork. It will be much quicker to process a replacement or refund if they are shipped back to us as soon as possible.
Once you have signed the paperwork and given the driver the damaged products, you will then need to call us to arrange a replacement. We will then ship your replacement out ASAP. If all of your products are damaged, you should contact us immediately and we will arrange a complete replacement.
Your order is likely to be heavy so we do recommend getting additional help. Most of our orders are shipped on pallets and wooden floors in particular can be really heavy.
Unfortunately, we don’t offer a tracking service at present.
Yes. We do offer a timed delivery service at an additional cost. Pricing details can be found on the delivery information link located right at the bottom of the page. You have three different options including timed, AM delivery and Saturday delivery. Be aware that Saturday deliveries will only be guaranteed if you order before 10am on the Friday as long as the product is in stock. You also need to be aware that some delivery options may not be available in your area. You can call us on 03301 000 015 to find out whether your chosen delivery service is included in your area.
Unless you have ordered a small quantity, most of our floors are delivered on pallets. The only exception to this is vinyl which is delivered in rolls. Vinyl floors are also shipped via a parcel company, rather than via our own drivers.
Our head office is based in Nuneaton, Midlands and our showroom is situated in the small market town of Hinckley, Leicestershire.
Absolutely! We will contact you automatically after your order has been placed to arrange a suitable day to have your new floor delivered. We won’t ship your floor out to you until we have confirmed that you are aware of the delivery date.
If you choose our standard delivery service, your order will be delivered within 2-5 working days. We tend to ship most of our orders out the next day. Before we ship your new floor, we will contact you to confirm a suitable date. We will never send a floor out for delivery before first confirming someone will be home. If there are likely to be any delays or there is a problem with your order, we will contact you ASAP to keep you informed.
Subfloor Preparation, what we mean by this is the surface that you are going to install your new flooring on to. It is extremely important that the concrete or the wooden surface is clean, dry, level and smooth because if it is not then your new flooring will not fit correctly and all your warranties will be void. Installing flooring has become much easier with the introduction of various systems like loose lay and click systems but floor preparation remains the single biggest problem with almost 85% of problems, please seek professional advice if you are not sure if the subfloor is acceptable.
Yes, we would suggest that you measure your floor twice just to be on the safe side. it is also advisable to add wastage as this will generally cover rooms that are not square or in the case of panel products such as laminate, solid wood floors there is a natural waste when cutting each plank.
The only type of flooring we would suggest that you use a steam mop on is ceramin tiles, all of our wood, vinyl and laminate floors would not be suitable
There are many things you should consider before buying a floor for your home. The first is are you buying the right type for the location it will be installed in? For example, if choosing a floor for the bathroom you need to make sure you are choosing a water-resistant floor. You also need to think about how you want to install it. Many of our floors come with a simple click installation system. However, each type requires a different installation method with some requiring an expansion gap, acclimatisation and underlay, whilst others can be fully stuck straight onto the subfloor. Finally, you really need to make sure you are buying the correct size. If you need further help then our flooring experts are on hand to advise you on everything you need to consider before choosing the right floor for your home.
If you order vinyl flooring it will be delivered in rolls. Every other type of flooring is delivered via pallets. All orders are delivered within 2-5 working days, with the majority of our deliveries shipped the next working day. We cannot guarantee a specific time for delivery unless this service was selected, our standard delivery service means that your goods will be delivered between 8am-6pm on the prearranged day.
Once you have made your order, a member of our team will contact you to arrange a suitable day for delivery. We will not ship any of our orders out before ensuring you are happy with the delivery day.
The bathroom is a high-moisture area and some types of flooring will become damaged if they are installed in this environment. The good news is as technology has advanced, there are more floors than ever before that can be installed within the kitchen or bathroom. All types of vinyl, waterproof laminate and the Aqua Plank or Aqua Tile ranges that we sell can be used in the bathroom.
The type of floor you are fitting will determine how it should be measured. As a general rule you need to measure both the longest and the widest points of the room. Multiply the width by the length and that will tell you how much flooring you need. However, keep in mind that when installing vinyl you should take a note of the width and length as these will be required to calculate on the website. When taking measurements it is advisable to allow wastage for cutting and selection, we have an allowance built in to our calculator to accommodate this which can be unticked if not required.
If ordering online, you are protected by numerous rights when it comes to returns and cancellations. You can return your floor within 30 days of purchase. We can arrange collection to return the floor and refund your purchase, minus the collection fee. This fee varies depending upon where in the UK you reside. Typically it tends to be £75+VAT. in some cases it will be cheaper to send the goods back with your own carrier. Please contact us for details prior. It is worth noting that there may be an additional fee if you are returning vinyl flooring which has been cut to size. This is a restocking fee and it will not affect your statutory rights. You will need to make sure any returns made are sent back in the same condition they were received, including their original packaging. A refund will be processed within 28 days of the date of return. If you are buying your floor offline, you will need to contact our head office for details on returns and cancellations as the policy differs slightly than it does if you’re buying online.
Yes, we offer free samples for 85% of the floors that we carry in stock. Two samples can be requested per order and they will be sent out via 1st class Royal Mail but if you require more then log back in and order some more. This allows you to see and feel the quality of each floor before you decide whether or not it is the right choice for your home.
Yes, we now have £2 million worth of stock in our UK based warehouse. Initially we started out with one warehouse, but as the company has grown, we’ve now got three warehouses and another one in the pipeline; ensuring all of our floors are shipped quickly to different parts of the country. We own all of our properties and even have a 7,000 square foot showroom where you can see our award winning products and get advice from our expert team.
There are many things that set us apart from the competition. We’ve received fantastic reviews from thousands of happy customers and 98.6% of them have given us a 5 star rating. We have one of the largest collections of flooring available, ensuring there is something to suit your every need. Around 85% of our shipments are also delivered the next day so you are guaranteed a fast, efficient service.
Factory Direct Flooring has been supplying high-quality floors for 27 years. In that time we have established ourselves as one of the biggest online flooring retailers in the UK. We don’t just sell floors, we also have in depth technical knowledge of the products we offer. Need advice on which type of floor will best suit your needs? Our expert team can help. Put simply, Factory Direct Flooring is passionate and dedicated to providing the best online flooring service in the country.