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.