Delivery Policy – Discount Flooring Superstore

Last updated: August 2026

At Discount Flooring Superstore, we aim to provide reliable and competitively priced delivery throughout the areas we serve.

Please read this Delivery Policy before ordering, particularly if you are purchasing large quantities of flooring requiring pallet delivery.

Nothing in this policy affects any statutory rights which cannot lawfully be excluded.

1. Delivery Charges

Our standard delivery charges are:

• Samples: FREE
• Light Parcel: £15.00
• Medium Order – Pallet Delivery: £30.00
• Large Order – Pallet Delivery: £60.00

The delivery charge applicable to your order will be shown at checkout or otherwise confirmed before you place your order.

Additional charges may apply for remote locations, restricted-access deliveries, special delivery arrangements or specifically requested delivery dates or time slots.

Where an additional charge applies, this will be communicated before the relevant delivery service is agreed.

2. Next Working Day Delivery

We offer next-working-day delivery on eligible orders, subject to stock availability, delivery location, courier availability and successful order processing.

Orders placed before 11:00am Sunday to Thursday will normally be eligible for next-working-day delivery where this service is available.

Orders placed after the cut-off will normally be processed on the next applicable working day.

Next-working-day delivery is not available on UK Bank Holidays and may not be available to certain remote or restricted postcode areas.

Unless we have expressly confirmed a delivery date as guaranteed in writing, delivery dates and times are estimates and not guaranteed.

We recommend that customers do not book installers or other trades solely on the basis of an estimated delivery date. Flooring should be delivered, checked and confirmed as correct before installation is scheduled wherever reasonably possible.

3. Order Processing

Orders are normally processed and dispatched within one working day following successful payment and order acceptance.

Orders may take longer to process during:

• Peak trading periods
• Promotional events
• Bank Holidays
• Periods of unusually high demand
• Stock discrepancies
• Courier disruption
• Circumstances outside our reasonable control

Where we become aware of a material delay, we will endeavour to notify you.

Consumer orders will be delivered within the period agreed with you or, where no specific period has been agreed, within the timeframe required by applicable consumer law.

4. Delivery Areas

We deliver to most UK mainland addresses.

Some remote, offshore or restricted locations may:

• Carry an additional delivery charge
• Require a longer delivery period
• Be unavailable for certain delivery services
• Require alternative delivery arrangements

If you are unsure whether standard delivery applies to your postcode, please contact us before ordering.

5. Parcel Deliveries

Smaller orders may be dispatched using a parcel courier.

Tracking information may be provided where tracking is supported by the relevant courier.

Courier tracking information is provided by the carrier and may occasionally be delayed or inaccurate.

A tracking update does not alter our legal responsibilities for the goods.

6. Pallet Deliveries

Medium and large flooring orders will normally be delivered using a pallet network.

Pallet deliveries are kerbside only unless an alternative service has expressly been agreed in writing.

The driver is not required to:

• Carry flooring inside your property
• Carry goods upstairs or downstairs
• Move flooring into a garage or storage area
• Unpack individual flooring boxes
• Move goods significant distances from the delivery vehicle
• Enter a property or building

Customers should ensure that suitable assistance is available to move the goods from the delivery point.

Pallet Access

Pallet delivery vehicles can be significantly larger than ordinary parcel vans.

The customer is responsible for informing us before dispatch of any known access restrictions, including:

• Narrow roads
• Weight restrictions
• Height restrictions
• Restricted parking
• Low bridges
• Steep inclines
• Gated access
• Building-site restrictions
• Pedestrianised areas
• Other circumstances likely to prevent normal delivery

Where a pallet truck is required, the unloading area should provide a suitable hard, level and reasonably smooth surface.

Manual pallet trucks may not be capable of travelling safely across surfaces such as loose gravel, grass, soft ground, steps, steep slopes or severely uneven surfaces.

Where the delivery vehicle cannot safely reach the requested point, delivery may be made to the nearest safe and reasonably accessible kerbside location.

The driver's decision regarding safe unloading and vehicle access must be respected.

7. Someone Must Be Available to Receive Delivery

Where a delivery requires attendance, the customer is responsible for ensuring that an appropriate person is available to receive the goods.

Please ensure that:

• The delivery address is correct
• The telephone number provided is accurate
• Access is available
• Any relevant restrictions have been disclosed
• Someone is available where required
• Suitable arrangements have been made for moving the flooring after kerbside delivery

We cannot guarantee that a driver will telephone before arrival unless a specific service providing this has been agreed.

8. Failed and Missed Deliveries

If a delivery cannot be completed due to circumstances within the customer's control, additional charges may apply.

This may include situations where:

• Nobody is available to receive the goods
• An incorrect or incomplete delivery address has been supplied
• Access has not been made available
• Undisclosed vehicle restrictions prevent delivery
• The customer refuses delivery without a valid reason
• A delivery has been specifically arranged but cannot be completed due to customer circumstances

Reasonable charges incurred for redelivery, return transport, storage or additional handling may be passed on to the customer where permitted by law.

Any charge will reflect the circumstances and costs associated with the failed delivery.

9. Specific Delivery Dates and Time Slots

If you require a particular delivery date or delivery arrangement, please contact us before placing your order:

Telephone: 07465 231080

Additional charges may apply.

A requested date or time is not confirmed unless Discount Flooring Superstore has expressly agreed to it.

Unless expressly sold and confirmed as a guaranteed timed delivery service, courier arrival times remain estimates.

10. Delivery Delays

We use third-party courier and pallet networks to carry out deliveries.

Events outside our reasonable control can occasionally cause delays, including:

• Traffic disruption
• Vehicle breakdown
• Severe weather
• Accidents
• Road closures
• Industrial action
• Courier-network disruption
• Public holidays
• Unexpected operational problems

We will take reasonable steps to assist where a delivery is delayed.

Nothing in this section removes any statutory rights a Consumer may have where goods are not delivered within an agreed or legally required period.

11. Responsibility for Goods During Delivery

Where Discount Flooring Superstore arranges delivery to a Consumer, we remain responsible for the goods while they are being transported until they come into the physical possession of the Consumer, or another person identified by the Consumer to receive them, as required by applicable law.

A courier's possession of the goods does not transfer this responsibility to the Consumer.

Different rules may apply where the Consumer independently appoints a carrier that was not offered or arranged by Discount Flooring Superstore.

For Business Customers, risk will pass in accordance with our applicable Terms and Conditions of Sale.

12. Checking Your Delivery

Please inspect your delivery as soon as reasonably possible.

Before installation, please check:

• The product is correct
• The colour/design is correct
• The quantity is correct
• All expected packs have arrived
• Packaging is in reasonable condition
• There is no obvious transit damage
• Batch details are suitable where applicable

Do not knowingly install flooring that is visibly damaged, incorrect or obviously defective.

If you identify a problem, stop installation and contact us as soon as possible.

13. Damaged Goods

If goods arrive visibly damaged, please report the damage to us as soon as possible and preferably on the day of delivery or within 48 hours.

Where possible, please make the driver aware of visible damage before they leave.

Please retain the packaging and provide:

• Your order number
• Photographs of the damaged product
• Photographs of the packaging
• Photographs of the pallet or complete delivery where applicable
• Details of the number of affected packs

Photographs should be taken before damaged packaging or pallets are disposed of wherever reasonably possible.

Prompt reporting enables us to investigate the matter with the delivery company.

The request to report damage on the day of delivery or within 48 hours does not remove or restrict any statutory Consumer rights.

14. Missing Goods and Shortages

Any apparent shortage should be reported as soon as reasonably possible after delivery.

Please check the number of packs received against the quantity ordered before beginning installation.

Where a shortage is reported, we may check warehouse records, dispatch records, delivery documentation, pallet information and courier records before determining the appropriate remedy.

The requirement to inspect promptly does not remove any statutory rights which cannot legally be excluded.

15. Refusing a Delivery

Customers should not refuse a delivery solely because the outer packaging has minor cosmetic damage where the goods themselves appear unaffected.

If there is substantial visible damage, an incorrect product or another significant issue, please contact us as soon as possible.

Where a delivery is refused without a valid reason and the goods are subsequently returned to us, reasonable return, redelivery or handling charges may apply where permitted by law.

This does not affect a Consumer's statutory cancellation rights.

16. Flooring Installation

Customers should not install flooring until the complete order has been received and inspected.

Before installation, check:

• Product
• Colour
• Quantity
• Condition
• Batch numbers where relevant
• Any obvious manufacturing or delivery damage

Installation of flooring after an obvious error or visible defect has been identified may be relevant when assessing the appropriate remedy.

This does not affect rights relating to defects which could not reasonably have been identified before or during installation.

17. Delivery to Building Sites and Commercial Premises

Where delivery is made to a building site, commercial unit, warehouse or other non-residential location, the customer must ensure that:

• The site is accessible
• Someone authorised to receive the goods is present where required
• Any site-specific delivery rules have been communicated in advance
• Suitable unloading arrangements are available
• The nominated delivery point is safe and accessible

We are not responsible for additional charges caused by undisclosed site restrictions or circumstances within the customer's control.

18. Tracking

For parcel deliveries, tracking information will normally be provided where supported by the courier.

Live tracking is not normally available for pallet deliveries.

Pallet delivery information may be more limited and estimated delivery windows may change during transit.

Tracking information supplied by third-party carriers should be treated as guidance rather than a guaranteed delivery time unless a guaranteed service has expressly been purchased.

19. Free Sample Delivery

Standard delivery of flooring samples is free of charge.

Sample delivery times may differ from full flooring orders and samples may be sent using a different courier or postal service.

We strongly recommend ordering a sample before purchasing a full flooring order where colour, grain, texture or appearance is important.

20. Changes to Delivery Arrangements

Once an order has been dispatched, changes to:

• Delivery address
• Delivery date
• Delivery service
• Contact details
• Delivery instructions

may not be possible.

Where a carrier agrees to make a change after dispatch, an additional charge may apply.

Please check your delivery information carefully before placing your order.

21. Relationship With Our Other Policies

This Delivery Policy should be read together with our:

• Terms and Conditions of Sale
• Returns & Refunds Policy
• Privacy Policy

Where a Consumer has statutory rights which conflict with a provision of this policy, those statutory rights take priority.

22. Contact Us

For delivery enquiries, special arrangements or problems with an order, please contact:

Discount Flooring Superstore

Email: support@discountflooringsuperstore.com
Telephone: 07465 231080

Please include your order number when contacting us about an existing delivery.