General Information about Delivery
Standard delivery times quoted can only be used as a guide and provided at the time
of order. Your order confirmation is subject to sufficient stock being available by the
manufacturer at the time your order is placed by us. Delivery times may increase
around holidays and peak shipping periods. Our 3rd party carrier will endeavour to
deliver your goods over the threshold of your property when social distancing rules
apply. When social distancing rules do not apply, goods will be delivered to a
downstairs room of choice.
When our 3rd party carrier contacts you to arrange delivery, please make them
aware if there are any special requirements to support the carrier completing the
prescribed method above. If you have alternative delivery requirements, please
contact us prior to dispatch of your order. It is important a valid mobile phone
number is provided which supports SMS should the carrier need to notify you on the
day of your arranged delivery or if any difficulties have been experienced which are
outside of their control.
If you require your order to be shipped to an alternative address to the billing
address, please specify this during the order process. Although we will make every
effort to amend or change delivery addresses after the order has been placed, we
cannot be held responsible for late deliveries if the address is changed or an
incorrect address has been specified during the order confirmation process. If the
ordered goods require collection and re-delivery to an alternative address, further
delivery costs will be incurred and will need to be paid for prior to the onward
transportation of the goods. We reserve the right to deduct any such fees from any
refund given should the order be subsequently cancelled.
Some of the products ordered may be fragile in nature and whilst care will be taken
to ensure these goods arrive in good condition, this may be completed using a
palletised delivery. QFlooring Limited nor the 3rd party carrier will be responsible for
the disposal nor any costs incurred in the removal of such items provided to protect
your goods during transit.
Delivery Times and Delivery Delays
The 3rd Party Courier responsible for delivery will try, where possible, to deliver on
the date requested by the customer. In the event that special instructions are given
by telephone or e-mail during or after the order has been placed, please be aware
that QFlooring Limited will not entertain any claim for compensation because of a
late delivery which is due to a third-party carrier and is out of our control. Special
instructions are a non-guaranteed request and are carried out at the carrier’s
discretion. Any claims of this nature should be taken up directly with the carrier.
Where a delivery fails due to non-attendance of the customer or the receiver was
absent, notification will be sent and you will be contacted to attempt re-delivery.
Goods will not be left in an area which is unattended and will be returned to the 3rd
party courier’s premises until a new delivery date has been confirmed. In this event,
another delivery charge will need to be settled by the customer prior to the next
attempted delivery. We would recommend 3rd party contractors (such as fitters) are
not booked to complete your installation until you have received your order in full and
taken an acclimatisation period into account. We also recommend that all goods
are inspected by the customer prior to installation, to ensure the customer is satisfied
with the quality of the product. This also helps the customer with any 3rd party
contractor disputes that may arise due to incorrect or improper installation or
damage of the product when being fitted.
We must be informed at the time of order of any restrictions which may exist to
access or difficulties which may affect the successful completion of the delivery of
your flooring. This will help us prevent delays and costs for aborted deliveries.
UK Mainland excluding Northern Ireland
We currently only offer a delivery service to locations within the UK Mainland but
which excludes Northern Ireland. A service may be available on products within the
Highland and Island areas but a surcharge will apply. Details are available on
We are not able to offer a collection service from our third-party carrier nor from any
QFlooring stores or satellite warehouses in relation to “Direct to Home” products.
Refusal of Goods
If goods are refused whilst delivery is being attempted, the goods will be returned to
the carrier’s premises. We will get in touch with you to ascertain the reason for
refusal and whether a subsequent delivery date can be agreed upon. We reserve the
right to apply a surcharge for a second delivery attempt and will request all costs are
settled in advance of any agreed delivery dates. If we are unable to make contact
with you following an aborted delivery and after 2 further attempts to speak to you
including one via written confirmation, the goods will be returned into stock and a
cancellation charge will be applied based on costs incurred by QFlooring.