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Delivery & Returns
We aim to ensure delivery & returns are a smooth process. Find out more below.
Mainland UK Excludes Highlands - Free over £350!
| Delivery Service | Price | Details |
| Mainland UK Excludes Highlands | One Item £14.40
Two Items £20 Three Items or more £30 |
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| Scottish Highlands Excludes Islands (2 – 5 Days) | £49.95 |
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| Collection in Burton on Trent | FREE | Collect from our Burton on Trent showroom, open 5 days a week. (Orders must be processed before collection can take place) |
| Next Day Delivery (order before 11am) | £20 | Available on the following floors; Baelea Concerto, Baelea Luxe, Victorian, Ceramic Aqua Ranges, Baelea Nature Parquet, Baelea Aqua Rigid Core, All Woodpecker Flooring, All Atkinson & Kirby Flooring. |
Our returns and cancellation policy
We pride ourselves in supplying top quality goods at great value – and we like to think our reviews prove this. However, sometimes things just don’t go to plan and we understand that people change their minds.
If you do decide to return your order, you can return your order up to 30 days after the day of delivery for a full refund. Before returning, please contact our customer service team and they’ll supply you with all the information needed. Any returned goods must be complete, unused, unopened and in “as new” condition. Please ensure any goods being returned are packaged adequately to keep them safe on their journey. Unfortunately any items received that are damaged or not packaged correctly will not be accepted back into stock.
We are also happy to accept back any flooring or accessories left over after completing your installation for a 30% restocking fee. To do this, please contact our customer service team who will be able to assist you.
If your order arrives as arranged but we’re unable to deliver because there’s nobody home, the goods are refused, there’s inadequate help available, or the order is changed/cancelled within 48 hours of your delivery, you will be liable for any additional costs incurred for the goods being returned. The return delivery charge for failed deliveries is £45
Refunds
We aim to refund customers within 14 days after receiving goods back in our warehouse, or in the case of orders cancelled before dispatch, as soon as we receive written confirmation of your intention to cancel your order.
Delivery Terms & Conditions
Terms and Conditions
All deliveries are kerbside (you’ll need to carry goods into your property) and can be made on anything from a van to an 18 tonne lorry, so it is assumed that the delivery address will be easily accessible for any large vehicle. Please be aware most of our shipments will be on a pallet and this will be left with you at the point of delivery. If access is likely to be a problem please inform us at the time of order to discuss alternative delivery options.
We strongly advise against booking installers until goods have been received and checked as, regrettably, we cannot be held responsible for any consequential losses.
Failed Deliveries
If your order arrives as arranged but we’re unable to deliver because there’s nobody home, the goods are refused, there’s inadequate help available, or the order is changed/cancelled within 48 hours of your delivery, you will be liable for any additional costs incurred for the goods being returned. The return delivery charge for failed deliveries is £45.00.
If you do not collect the goods from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from our store, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.
Order not as expected
It is important to check the packages for any visual damage to the goods and sign for your order on arrival. In the rare event that you receive damaged goods or there are missing items, please make sure it is noted on the courier’s paperwork. If you are not able to inspect the goods at the point of delivery, we strongly suggest that you contact us directly as soon as possible to make sure we are aware of the problem so that we can resolve it swiftly.
Covid-19 Alert: “For deliveries to the home, please note, following the government’s advice concerning social distancing, to minimise the risk of Covid-19 infection, we will not be requesting proof of delivery (POD) are signed. We’ll now be taking names and, where appropriate, pictures of the goods being delivered as proof of delivery and receipt of the shipment”
