This page sets out everything you need to know about our delivery options, costs and process. Please read it carefully as the below, combined with our Terms and Conditions of sale, form the basis of our contract with you.
- All orders placed Monday – Friday before 12pm will be dispatched the same working day
- All orders placed Monday – Friday after 12pm will be dispatched the next working day
- All orders placed on a Saturday or Sunday will be dispatched on the following Monday
We offer two delivery options for customers:
- Standard Delivery: our Standard service is delivery 2-3 working days after dispatch
- Premium Delivery: our Premium service is delivery next working day after dispatch
Please note: delivery timeframes are estimated and not guaranteed. At peak times, such as November and December, it can take the courier an extra working day. We strongly advise not booking a carpet fitter until you have received your goods. Furthermore, while our Premium Delivery option is a 24-hour/1 working day delivery service, next day delivery cannot be guaranteed.
We always endeavour to dispatch products quickly, as outlined by the Dispatch Timelines above, but couriers can sometimes experience delays which are outside of our control.
On our Standard Delivery service, you may receive your order in multiple deliveries within the specified timeframe, depending on how the courier has planned its routes.
The couriers deliver Monday to Friday, 8am-6pm. We are unable to provide real time tracking information on the day of delivery.
Underlay is a bulky, heavy product that requires specialist couriers to deliver, therefore our delivery charges are calculated by product weight and size.
To see accurate delivery charges for your order, please enter the required delivery address on the basket or checkout page.
Delivery Area Surcharges
Delivery to certain territories and post codes incur an additional surcharge and require a dedicated route to be planned with the courier.
If you require delivery to one of the areas below, please contact our Customer Services team for a quote.
- Isle of Wight (PO30-41)
- Northern Ireland, Isle of Man and Isles of Scilly
- Scottish Highlands and Islands of Scotland (postcodes IV, HS, KA27-28, KW, PA20-49, PA60-78, PH1-26, PH30-44, PH30-44, PH49-50, ZE, AB33-38, 43-45, 52-56)
- Channel Islands
Delivery Outside Of The UK
We currently only offer delivery within the UK.
All of our deliveries are undertaken by DX Freight, a specialist courier which is used to dealing with heavy and bulky items.
Due to the size, weight and nature of underlay, our delivery service is kerbside only. This means that the driver will leave the goods at the nearest access point available to the intended delivery address and you will be required to collect the goods from there.
As underlay rolls can be heavy (up to 45kg per roll for some rubber underlays), it is advisable to arrange help for the scheduled day of delivery.
Please note: courier drivers are not insured to carry goods up flights of stairs. Goods delivered to flats may be left in the lobby area. Drivers are only insured for kerbside delivery.
If you’re not home when we attempt to deliver
In the event that a delivery is attempted on the scheduled day and there is no one available to receive and sign for the consignment, our couriers will leave a card to inform you of their attempted delivery.
They will try and deliver again on the next (working) delivery day. If this second attempt fails, the goods will be returned to our warehouse and you will be required to pay for another delivery.
We will send a tracking link once your items have been dispatched to help avoid failed delivery attempts.
Tracking a delivery
A tracking link will be emailed to you on the day we dispatch your order from our warehouse, which you can use to check the current status of your delivery.
Missing and/or incorrect items
Any missing or incorrect items should be notified to us within 48 hours of receiving delivery. Please contact us by emailing email@example.com and we will endeavour to resolve the issue as quickly as possible.
If you receive damaged items
While we always expect your order will be delivered in good condition, it is your responsibility to check your received goods within 48 hours of delivery for damage, and notify us of any issues immediately. If you are unable to check your items thoroughly at the time of delivery, please sign for the items as ‘not checked’.
Any claims for damaged items outside of this timeframe will be rejected as we are unable to claim the goods as damaged with the courier.
To notify us of damages, please send an email to our Customer Services team on firstname.lastname@example.org who will be happy to help resolve your issue. Pictures of the damage will be helpful too.
Please note: you agree to receiving and checking the products prior to arranging any fitting or booking any tradesperson. We are not liable for any costs associated with any third parties in the event of delays or damage to your order.
If you have any questions about delivery prior to ordering please get in touch with our Customer Services team by emailing email@example.com.
You can see more answers to Customer FAQs by clicking here.
Our full terms and conditions of sale can be found by clicking here.