Orders and Delivery

Ordering

You can order securely online or by phone. We accept all major credit cards and payment is made through a WORLD PAY secure e-payments site. You can order online 24 hours a day 7 days a week.

If you feel you do not want to input your card details online you can still proceed with your order, please ring or email to let us know that you will be sending a cheque. Your order will be proceed/despatched after the funds are clear

Order By Phone/Email

You can call us direct on 01264 35 35 81 with your order during the hours of Monday - Friday 8.30.00am -16.00pm. You can also email your order at This email address is being protected from spambots. You need JavaScript enabled to view it.. Floorpol will always send confirmation of your order.

Measurements

Please ensure that all measurements given are accurate, Floorpol cannot accept returns due to miss measurement. All goods should be inspected upon delivery. As with usual practice within the industry please allow a minimum of 5%-10% for overall wastage during the fixing process. All damages should be recorded at the time of delivery on the delivery paperwork. No responsibility can be accepted if this is not done.

Products

Due to the fact that our products are all natural and/or handmade, colour and texture variations will occur, this however is all part of the overall appearance of the product and is considered a characteristic not a flaw. Variation is to be expected as with all natural products. The fitter should be the person that checks the goods before fitting. Once the goods are fixed Floorpol cannot replace the goods.

Specifications

Coverage given for all sealants, adhesives and grouts are for guidance only and are based manufacturer information. Floorpol cannot be held liable for any over ordering or under ordering as all of these products vary in use from product to product and variable factors in each individual circumstance.

Samples

As with all of the samples in our showroom and any individual samples you may request, they are only for guide purposes and should not be taken as an exact representation of a subsequent order.

Delivery lead time

Products from Category SOLID FLOORS, ENGINEERED FLOORS

Most of our products from Category SOLID FLOORS and ENGINEERED FLOORS are available nationwide within 10 working days from order. Due to variety of options to choose each product will have different delivery time. Floorpol will always specify the lead time and delivery information (pallet size, weight etc.)

Products from Category ACCESSORIES

Most orders from Category ACCESSORIES are dispatched from stock with a lead time of 2-3 days. Next day delivery can be arranged if needed. For next day delivery, orders must be placed and full payment cleared before 10am. We cannot offer next day deliveries for orders placed over the weekend or bank holidays. You can specify a delivery date to suit during the checkout process.

Delivery charges

We offer free delivery on all orders over £499 to majority of U.K. excl Scotland, Cumbria, Devon, Cornwall and some areas of Wales. For all orders to majority of U.K under this value our delivery charges are based on the value of the order:

less than £100 = £12.00 net

between £100 and £200 = £25 net

between £200 and £499 = £55.00 net. (pallet)

Scottish Highland, Republic of Ireland, Channel Islands, Isle of Man, Isle of Wight and Scotland, Cumbria, Devon, Cornwall, Post Codes DD, FK, PH, AB, IV, KW, TR, PA, PH, BT, IE, HS, ZE, KA, PO30-41, IM, GY  – please contact us for a quote.

Delivery of goods means that the goods will be dropped at the nearest convenient place of access to the address. Moving of goods from the pallets is not part of the delivery process.

Delivery Company & Delivery Site

All deliveries are subcontracted to national pallet networks which involves central hubs, and independent local depots all over the country.

It is important that we are informed, at the time of your order, of any restrictions that may cause any problems for the delivery lorry that is usually large. Please try to ensure that any cars or other obstacles that may be present are removed before delivery. The other restrictions you must let us know about are: parking restrictions & congestion charges, narrow lanes & roads, slopes, height restrictions & weak bridges, etc.

Deliveries will be made Monday - Friday between 8.00 am and 6.00 pm. Saturdays, AM deliveries can be arranged separately with additional fee.

If a courier arrives at your address and is unable to deliver on the arranged delivery date because you are not there or you do not have the help required to off load the stock, you will be liable for a re-delivery charge of £55 + VAT

Drop-off Point

The delivery driver cannot help with moving the products inside the delivery site, the load will be dropped at the nearest convenient point to the site, which could be the roadside.

Anything you can do to help ensure the order can be dropped closer to your place would be appreciated.

You (or somebody else on your behalf) must be there to receive the delivery, otherwise your delivery will not be off-loaded and you will be charged extra for redelivery.

Please make sure that when delivery has been made all products are checked and delivery note is signed. We will not accept any discrepancies if delivery note is signed UNCHECKED. If you have asked someone else to receive the delivery on your behalf, they must be thoroughly informed of these conditions.

Procedures for Damaged Delivery

Please make sure that when delivery is made all products are checked and any breakages are stated clearly on the delivery note. This will ensure a speedy response from our customer services since all our deliveries are insured against breakages. In the event that you sign for the order that includes damaged products and do not clearly state on the delivery note of the damage we reserve the right to refuse any replacements or refunds. Please note that we request a written confirmation of any breakages within 48 hours of the delivery.

1 Check your delivery fully. If any damages have occurred, state in your delivery note and signed it as "damaged". If you have not signed the delivery note "damaged", then we reserve the right to refuse any replacements. 2 Inform us at once that they are damaged. We may ask you to send us a written confirmation of breakages. 3 Take digital photos of the damaged items, this will help the claim from the insurance company so forward these images to us as soon as possible.

Collection

We also offer a Warehouse Collection option. By choosing this, the customer has to pick up the order from our warehouse located at Floorpol, West Portway Ind. Estate, Unit3 Newton Park, Smeaton Road Andover SP10 3SH, Hampshire UK.