Delivery & Returns
COVID-19 Delivery Notice
Order delivery schedule is operating as usual, however, Vinyl Flooring Direct is taking the necessary precautions to look after the health and safety of our customers, employees and suppliers.
Our drivers will not be able to help you with carrying in the goods. We are sorry for that, however, it is a necessary precaution.
We will alert you prior to our arrival and once at the address, knock on the door and/or ring your doorbell to advise your delivery has arrived. Our drivers will then take the right distancing measures and will offload your order to nearest curbside.
If you have been affected by COVID-19, you must let us know via our tel number 0203 869 0899, chat or email.
We will then arrange your delivery accordingly with the necessary precautions.
DELIVERY AND RETURNS
Vinylflooringdirect.com offers a standard delivery service where all products (as defined in the terms and conditions of sales on www.vinylflooringdirect.co.uk ) are delivered within 2 to 4 working days (subject to location and courier availability). We will advise you at the time of order, whenever possible, of approximate delivery lead-times.
Your order can be stored free of charge for up to 4 weeks from the date of your order, after which there is a £6 +VAT / week storage charge. After 6 months the stock will be released, and we will cancel the order. (Please see out T&C for refunds over orders and deposits)
Products are normally delivered between 8AM and 8PM, Monday to Friday. Upon selecting your products, you are able to indicate your preferred delivery day in the shopping cart. We will contact you to arrange an alternative date that is convenient for you if your preferred delivery date is not available.
1.1. STANDARD DELIVERY
- London and Essex £36.00
- Cumbria, Devon, Cornwall and some areas of Wales £65.00
- Any area of England and Wales not mentioned above £54.00
- Scotland (excluding Scottish Highland and some area on the Lowlands) £95.00
- Scottish Highland, Republic of Ireland, Channel Islands, Isle of Man, Isle of Wight - please contact us for a quote
- For deliveries into Europe please call one of our sales advisors on 0203 869 0899 or email us on email@example.com
A warehouse collection option is available as well and allows our customers to collect goods from our Kent warehouse located at CKR Services, Crossways Cargo Centre, Galleon Boulevard, DA2 6QE.
3. DELIVERY TIMES
Most orders are dispatched with a lead time of 2-4 working days.
To improve customer service, we give our customers the option to choose a convenient delivery date. We will do our best to accommodate this date and will confirm so with the customer via e-mail. However, if the date of choice is not available, we will arrange for an alternatively suitable date.
As deliveries are made by a large lorry or van, it is assumed that the delivery address will be accessible by lorry. If there is likely to be a problem e.g. the road is subject to a vehicle weight or width limit, please inform us at the time of your order.
Deliveries will be made between 8AM and 8PM. We are unable to give an estimate of your delivery time as all deliveries are at the couriers’ discretion. You may, however, ask for a specified AM delivery which will be at an extra cost of £45 + VAT. Saturday delivery can be provided as well, at an extra cost of £50 + VAT.
Due to insurance guidelines, all deliveries are made kerbside, to the nearest access point of the delivery address. You must arrange for adequate help to off-load your products and carry them into site.
If a courier arrives at your address and is unable to deliver on the arranged delivery date because there is no one on site or you are not able to carry the goods in, you will be liable for a re-delivery charge of £70 + VAT. If the original order had a delivery surcharge, then this will also apply in addition to the aforementioned re-delivery charge.
In case of a refused delivery, you will also be liable for any additional direct costs that we incur as a result.
As some circumstances cannot be foreseen and may affect deliveries, we advise not to book any traders for installation until products have been received. No liability can be accepted by us for costs caused by late deliveries, or for any other reason.
Deliveries cannot be left outside in porches, garages or any other location.
The terms herein do not affect your statutory rights.
4. WHEN YOUR ORDER ARRIVES
When your order arrives, you must ensure the quantities match what you have ordered. Please examine the product and count each item to make sure everything has been received.
Every effort is made to ensure that your products are delivered in perfect condition, and all the couriers are selected by stringent guidelines to guarantee the best possible service and quality control.
In the unlikely event that any of your products arrive damaged, please notify the delivery driver immediately and sign the Proof of Delivery document, stating the quantity of the boxes that have been damaged.
DO NOT let the driver leave until you have verified the condition of the goods.
If you wish to contact us regarding acceptance of damaged goods, please email our technical team at: firstname.lastname@example.org they will reply to you via e-mail as soon as possible, in order to resolve the matter.
Before installation, we recommend checking each board, to ensure the product complies with the description and is satisfactory. We cannot accept any responsibility after installation for wrong sized planks, wrong grade, damaged, faulty floor boards or any other discrepancy.
Failure to comply with any of the above will result in a void claim. Due to the insurance liability, we cannot accept responsibility for any damaged items signed for as "clear", "unchecked" or in "good condition".
5. RETURNS AND REFUNDS
If you wish to return any products, please fill in the online returns form (click here to load the returns form) or contact our returns team via email at email@example.com. Please note all returns must be made within 14 days from the receipt of the goods.
All items have to be returned in original packaging and resalable condition. We won't accept returns where more than one box has been opened.
If we receive a cancellation request from you within 14 days from order date and your products have not been dispatched, we will refund you the full invoice amount within 14 working days of your cancellation request.
Please note that if you have placed an order with a deposit, it is fully refundable within 14 days of placing the order.
If we receive a cancellation request from you and your products have been dispatched but not yet delivered, we will refund you the full invoice amount in full, minus any direct expenses we may have incurred in fulfilling the original agreement.
If we receive a cancellation request from you and you have accepted delivery of your products, you must return the goods to us, at your own expense, to the following Essex address, where our warehouse is located: CKR Services, Crossways Cargo Centre, Galleon Boulevard, DA2 6QE.
You must ensure that any products returned are fully packed, as received, and are in a resalable condition.
If you have opened any boxes to examine the product, we recommend you return them to their original packaging, as it is specifically designed for the product.
Any failure to comply with these terms, resulting in a damage or deterioration of the products, will incur a charge according to the severity of the damage.
Once the products have been returned to our warehouse, inspected and confirmed to be in a resalable condition, a refund will be issued to you within 14 working days.
We reserve the right to refuse returns of parts of single products contained within an order.
We do not accept returns for clearance or bespoke products or any used or altered products.
In any case where you wish to return a product because you consider it defective, we will examine the matter and will notify you of our decision and any applicable refund via e-mail, within a reasonable period of time.
In any case of leftover flooring or accessories, you may return them to our Kent warehouse and receive a refund minus a small 20% restocking fee (restrictions may apply).