How we work

The process

When you first contact us, we'll gather as much information as possible to make sure we're giving you the right product for your individual needs. This includes the colour and style you're looking for, along with your budget.

We will then arrange a convenient appointment for you where we'll bring all the feeler samples and swatches we think might be suited to your colour, style and budget options, and we'll measure all areas you require with no obligation to buy.

If you're happy with your own measurements and do not require us to measure for you, we will offer a further discount on your order but samples can still be seen prior to delivery and installation. We would however not be responsible for any errors where flooring is short due to incorrect measuring.

Once we have all the sizes, we will then offer a competitive quote. And remember, because we don't have the overheads of a large showroom , we can pass on these savings to you.

Ordering

Please make sure you quote any discount codes at the time of your first enquiry, otherwise they may become invalid.

Codes are also only discounted off the materials on your order, and not labour. Fitting charges are not eligible for discount.

Once you're ready to place your order we'll need the following from you:

A deposit of 60% of the total price when the order is placed (this can be paid in person, by credit or debit card or by BACS)
A further 30% five days prior to your fitting date (or delivery)
The remaining 10% to be paid prior to the work commencing on your fitting date by credit or debit card or BACS

Please note that a 2.75% handling fee applies when paying by credit or debit card so we advice paying by BACS where possible. Split payment methods are accepted though to reduce the credit card handling fee on the total order value.

If you're using our "supply only" service, the total order value must be paid five days prior to delivery.

Please note we require a minimum of 5 days notice prior to your fitting date to offer a full refund on any orders placed. Any orders that are cancelled later than this notice period will be issued a credit note to the order value but must still be 3 days prior to the fitting date. Exchanges to another product of the same or higher value can also be offered, but equally we require a minimum of 5 days notice prior to your fitting date.

Please also note that the 2.75% handling fee applied when paying by credit or debit card is non-refundable.

Delivery

If we're fitting your flooring for you, delivery is free.

If you're using our "supply only" service, our standard delivery charge is £50 (subject to weight).

We have two slots for delivery and fitting times: AM (between 8.00am and 1.00pm) and PM (between 1.00pm and 6.00pm).

You can call any time from two days before your agreed date to find out which slot you can expect us in.

If we are delivering only and not fitting your floor, we sometimes use a courier services who will be in contact with you directly.

Fitting

All our fitting charges are included in the initial quotation and order you place with us however we do have a minimum fitting charges of £60.00 for carpet, £80.00 for vinyl flooring, £100.00 for laminate flooring, £150.00 for engineered wood flooring and £180.00 for solid flooring. This will be discused with you prior to placing your order.

When we arrive on the day of the fitting date, it is important to note the following:

We would always try and fulfil the fitting date that has been booked, however on the rare occasion this is not possible. The main reason for this is that when the fitters arrive with you on the day, they will always carry out a detailed survey of the sub-floor. If they are not content that the sub-floor is level and secure enough to fit your new flooring without any future problems then they may advise on some steps to take, in order to correct any issues, and in which case would not fit your floor until these issues have been rectified.

Our sales team who initially come out and visit you with samples, meaure up and also quote for your job will always look at the sub-floor and advise where possible of any issues they think could potentially cause a problem, however as you can appreciate that at this stage, potential customers still have there existing flooring down until a few days prior to the new flooring being fitted (Or even the same day if you have opted for the uplift service) and so the sub-floor is not revealed until the day of fitting which is why the fitters will always check again.

If the fitting team do not feel comfortable to install your new flooring, this is simply a future precaution to avoid any damage to your floor & fitting faults. Please note that this is not an everyday accurance, and we would always try and avoid this, and pick up on any issues prior to fitting, but something to make you aware of.

Door plates and carpet gripper are optional extras (simply because not everyone requires them) and are charged at £7 per door plate (including fitting) and grippers at 20 pence per foot. Please note that if you require a specialised door plate which is going between two types of flooring, these will carry an additional cost and will be discussed with your prior to placing your order.

We can uplift and dispose of all your old flooring at a rate of £2.00 per square metre for carpet, laminate & vinyl flooring, and £6.00 for engineered and solid wood. (This is more expensive simply because in several cases the wood will be glued to the floor and requires a lot more time) All uplift and disposal prices are negotiable though depending on the number of rooms being fitted). If you choose to uplift your old flooring yourself but cannot dispose of it, we also offer a "dispose only" service at a rate of £1.00 per square metre and £3.00 for engineered and solid wood. This must be uplifted before we arrive, otherwise we may not be able to complete the job in the time allocated. If we do need to rearrange your fitting then a £50 charge will be added. Please note that the uplift and disposal service in only available for carpets and vinyl at present, however we do offer a "uplift only" service on laminate, engineered and solid wood flooring but cannot dispose of it.

Please make sure that all rooms are clear of furniture before we arrive. We do not move any furniture or kitchen white goods without any prior agreements. Although we appreciate that on the odd occasion its not possible to remove heavy and bulky items from your room, if we do need to move anything ourselves, we cannot accept any liabilty for damage to anything in your home that may need to be moved in order to fitt your flooring. Although we try and help wherever possible, it is sorely the property owners responsibilty to try and avoid this if possible.

We do not cut doors without prior notice, and if a door needs cutting in order for us to fit your flooring, a £25 charge will be added per door which includes the removal and re-attachment. In most cases if you are having laminate, engineered or solid wood flooring fitted, the doors can be cut on site whilst the fitters are there. If however you are having carpet or vinyl fitted then an appointment will have to be made for the doors to be cut. All costs for doors that need cutting must be paid direct to the fitter if it hasn't been included in your initial order with us.

Radiator and floor piping

Although every care and attention to detail is carried out to the best of our ability, it is important to understand that in some instincts, radiator and other piping can run along the side of your walls and not under the subfloor. These pipes can in most cases be hidden by skirting boards and are not physically visible to us when installing your floor. This can also be the same when we are fixing down door plates. The instillation methods we use when attaching the trims to the side of the room (commonly known as scotia or beading) means that nails and pins are used. Unless this pipe work is clearly made known to us prior to instillation to the best of your knowledge, we will 'not' be liable for any damage to perforated piping, or any other damage caused as a result of this.

Shading (Carpet)

All cut pile carpets may develop light and dark patches caused by uneven crushing of the pile. The effect of "shading" is a characteristic of all textile materials with a nap or pile which can be influenced by local conditions. Shading is a natural phenomenon which cannot be attributed to a fault in manufacture or materials, and will not affect the wear and

durability of the carpet.

Colour matching

The feeler samples and swatches we show you are representative of normal production. However, we cannot guarantee an exact colour match from one batch to another. If precise colour matching is imperative, please make sure you approve the flooring prior to installation. Unfortunately we are unable to take resposibility for colour variation once the flooring has been installed.

Colour variations

When buying solid or engineered wood flooring you should always expect some sort of variation.

Wood is a natural product which will therefore bring a variation in the colour and character of wood flooring. Variation in wood flooring can be visible by the amount and size of the grain, knots and growth rings.

Natural wood offers an uncontrollable uniqueness which means no two boards will ever be identical, giving your floor an appearance that no other floor will be able to achieve. When we show a sample, you have to appreciate that it will not show the full variation of colours or character. We may show you a sample with absolutely no knots or blemishes at all, but when you order your floor, every other plank may have a huge knot in the middle. Natural variation may look unusual as just two separate planks, however when the planks are mixed together and installed properly then you will gain a fantastic effect.

Along with showing you the sample of our wood, we would always show you a room view of the wood laid in your chosen range which will give a better indication of the look in a larger area, however even then there is still no guarantee that it will this look can be achieved.

The amount of variation acceptable can be discovered by the grade of the wood you purchase. All of our manufacturers will grade their wood into 4 different categories (Grade A-D). It is important to note that the grades do not represent the quality of the wood, it only represents the amount of variation that may occur.

AB grade wood has an extremely consistent colour throughout the planks and minimal variation will occur, unless the wood itself naturally varies. It is the highest grade available on the flooring market and naturally no knots should occur, however if they are visible they will be smaller than 10mm.

Please note that each wood manufacture can grade there wood from A-D or rustic grade being a selection of B-D grading within the range.

Please not that each wood manufacture can differ in the specification of there product such as the grading, maximum size of sound knots and the maximum size of broken knots that is accepted. This includes the sapwood allowance, insect damage, colour of filler, colour variation, inner bark, assembling gap, lipping, bowing, spring, cupping, squareness and moisture content. Should you wish to discuss this or want to know the accepted tolerance of a range, please let us know prior to instillation and we will be more than happy to provide you with this information.

You should never be concerned if there is large variation between planks as this is natural and we can assure you it looks a lot better when the floor is installed.

Engineered Wood - Scratches, dents & water resistance

Engineered floor surfaces are not waterproof but are resistant to spillages however water may seep between the boards, and if left for a long period of time could get under the finish and discolour the wood.

Engineered floors are resistant to scratches due to the tough finish applied. This means that everyday wear and tear should not be apparent on your new floor. Some damage like deep scratches from heavy furniture may occur and as with any wooden floor, there is the danger of scratches or dents. Items to avoid include stiletto heels or contact with abrasive furniture. Castors and table legs can be isolated from the surface by placing furniture pads underneath, preventing damage.

Also, dust can cause damage if it is allowed to build up, by inflicting minute scratches that build up a cumulative level of damage over time. This should be swept, mopped or vacuumed up frequently and you can limit the amount of dirt or grit getting on to the floor in the first instance with well-placed mats.

Hardwood floors can be sanded many times to remove any surface blemishes but because an engineered floor has only a veneer of real wood, this can only be done two or three times. This makes prevention of damage even more important than with a hardwood floor.

Spills and Stains

Spillages should be dealt with quickly for two main reasons. There is the issue of the effects of water in making wood expand. Also, chemicals like ink, blood or wine are more likely to leave a stain if they are allowed to dry. If your floor has a lacquered or oiled finish, this may give some protection against such staining. Some kinds of coating actually harden over time, making them easier to clean and maintain, but be prepared to coat it with a new layer if this does wear off.

If you have a lacquered wood floor, we recommend that you use a lacquer soap on the product as soon as it is installed, as this will help it with the hardening process. Thereafter, wood cleaner and lacquer care can be used to help keep the floor in top condition.

Engineered wood flooring will, if looked after properly, stand the test of time and be a beautiful addition to your home. By following the right measures to maintain the floor and prevent damage, you will ensure that it stays looking great for many years.

Laminated Wood - Scratches, dents & water resistance

Laminated wood floor surfaces are not waterproof but are resistant to spillages however water may seep between the boards, and if left for a long period of time could swell and warp.

Laminated wood floors are resistant to scratches due to the tough melamine top layer applied. This means that everyday wear and tear should not be apparent on your new floor. Some damage like deep scratches from heavy furniture may occur and as with any floor, there is the danger of scratches or dents.

Items to avoid include stiletto heels or contact with abrasive furniture. Castors and table legs can be isolated from the surface by placing furniture pads underneath, preventing damage.

Also, dust can cause damage if it is allowed to build up, by inflicting minute scratches that build up a cumulative level of damage over time. this should be swept, mopped or vacuumed up frequently and you can limit the amount of dirt or grit getting on to the floor in the first instance with well-placed mats.