At Flooring Materials, we are dedicated to providing premium flooring solutions that form the beautiful foundation of your home. We want you to be completely satisfied with your purchase, from the moment you browse our collections to the final installation. Our transparent shipping and returns policies are designed to give you peace of mind throughout your shopping experience.
Shipping Information
We ship globally, excluding Asia and some remote areas. Please see below for our shipping methods and timeframes.
Order Processing
All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been dispatched.
Shipping Methods & Timeframes
| Shipping Method | Cost | Delivery Timeframe | Carrier |
|---|---|---|---|
| Standard Shipping | £12.95 | 10-15 business days after dispatch | DHL or FedEx |
| Free Shipping | Free for orders over £50 | 15-25 business days after dispatch | EMS |
Please note that these timeframes are estimates and may vary due to factors beyond our control, such as customs processing or weather conditions.
Returns & Exchanges Policy
We want you to be delighted with your Flooring Materials purchase. If you’re not completely satisfied, you may return most items within 15 days of receiving your delivery.
Eligibility Criteria
To be eligible for a return or exchange:
- Item must be unused and in its original condition
- Item must be in its original packaging with all accessories and documentation
- Return must be initiated within 15 days of delivery
- You must have your order number
Non-Returnable Items
Due to hygiene reasons and product nature, the following items cannot be returned or exchanged:
- Installation Tools (once opened or used)
- After Care products (opened containers)
- Custom-cut or made-to-order flooring (including specific sizes of Engineered Wood, Laminate, Solid Wood, or High Gloss Flooring)
- Products without original packaging or tags
Return Process
Follow these simple steps to return an item:
- Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Include your order number and reason for return.
- Wait for Authorization: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and return instructions.
- Pack Items Securely: Place the items in their original packaging along with all accessories and documentation.
- Ship Your Return: Send the package to our warehouse address using a tracked shipping service. Return shipping costs are the customer’s responsibility unless the return is due to our error.
Exchanges
If you need to exchange an item for a different size, colour, or product:
- Follow the return process outlined above
- Indicate in your email that you would like an exchange and specify the preferred replacement item
- Once we receive and inspect your return, we will ship the replacement item
- Any price difference will be charged or refunded accordingly
Refund Information
After we receive and inspect your return, we will send you an email notification regarding the status of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within the following timeframes:
| Payment Method | Refund Timeframe |
|---|---|
| Credit/Debit Card (Visa, MasterCard, JCB) | 5-10 business days |
| PayPal | 3-5 business days |
Please note that shipping costs are non-refundable. If you received free shipping on your original order, the standard shipping fee will be deducted from your refund.
Return Shipping Address
All returns should be sent to:
Flooring Materials Returns
71 Bath Ln
Leicester, GB LE4H 3IR
United Kingdom
Important: Please ensure you include your RMA number on the shipping label. Returns without an RMA number may be refused or experience significant processing delays.
Damaged or Defective Items
If you receive a damaged or defective product, please contact us immediately at [email protected] with photos of the damage and your order number. We will arrange for a replacement or refund and provide a prepaid shipping label if needed.
Return Request Template
Use the following template when emailing us about your return:
Subject: Return Request – Order #[Your Order Number]
Dear Flooring Materials Customer Service Team,
I would like to request a return/exchange for my recent order.
Order Number: [Your Order Number]
Product Name: [Product Name]
Product Code/SKU: [If available]
Reason for Return: [Please specify] [For exchanges only:] I would like to exchange this for: [Product Name and Code/SKU]
I have read and understood the returns policy on your website.
Thank you,
[Your Full Name]
[Your Phone Number]
Need Help?
If you have any questions about our shipping or returns policies, please contact our customer service team:
Email: [email protected]
Address: 71 Bath Ln, Leicester, GB LE4H 3IR
We typically respond to all inquiries within 1-2 business days.