We have four methods in which you can place your order: In store, telephone via the number listed onsite, Mail, and Internet. All orders must be paid for in full before they will be shipped or ordered from the manufacturer.
1.1 General Delivery Information
All orders are processed and shipped in the order that they are received. Standard delivery time is 2 to 5 working days. Delivery times may increase around holidays and peak shipping seasons. The freight delivery service you receive may vary among carrier companies. Since most carriers deliver to the curb side immediately adjacent to their vehicle on both standard and pallet delivery services and regard inside delivery as an extra service cost, it may be necessary for you to assist or move a product into your home. This is the case especially if you live in a block of flats, as carriers will only deliver to the ground floor entrance to the block. If you have alternative delivery requirements, please contact us prior to dispatch of your order. Be sure to include a phone number in case the carrier needs to notify you of something in relation to your arranged delivery. If you need your order to be shipped to an alternative address to the billing address, please specify during the checkout process when the option is available. Although we will make every effort to amend mistaken delivery addresses after the order has been placed, we cannot be held responsible for late deliveries if the incorrect address has been specified in the checkout by the customer. If the parcel must then be forwarded to a new address, we reserve the right to charge re-delivery / forwarding fees for this service if necessary and also reserve the right to deduct any such fees from any refund given should the order be subsequently cancelled.
1.2 Royal Mail Parcels
Items small enough for delivery with Royal Mail are usually delivered by 1st Class post, but please allow up to 2-3 Working days. Samples are delivered by Royal Mail within roughly the same timescales. If your chosen samples are out of stock, we will send all available samples to you and omit the unavailable samples from your request. We would always recommend you request a free sample before you purchase your item. As any cut to size items are bespoke in nature and product images on our websites may vary, it is essential that you see and feel the samples before making your purchase. All of our bespoke items carry a returned ‘cutting fee’ once cut, so please wait until your samples arrive before making your buying decision. Once the order has been paid for, the cutting process begins. At this point, your order will may be liable on cancellation / amendment for any bespoke cutting fees due as per the bespoke cutting fee section of our Terms & Conditions.
1.3 Express 3rd Party Delivery (Monday to Friday – All Day 8am – 6pm):
How are your items delivered?
Laminate flooring is delivered on a curb-side Pallet delivery as standard.
Samples are delivered by 1st Class post with Royal Mail.
All other items are delivered on a curb-side 1-man service as standard.
Pricing on each delivery service may vary due to the size and nature of your order, as well as the care required for your delivery. Shipping charges will be added as required in the checkout and any additional surcharges due to your delivery location will also be added at this point prior to completing your order. As Laminate Flooring is fragile in nature, we take particular care in delivering this to you on a custom built pallet. As this is a premium courier service, delivery on Laminate Flooring is usually higher than other items. Return collection charges are also more expensive so please bear this in mind before placing your order.
Our 1-man service is completed by a 3rd Party Courier where on some heavy items the driver may often require assistance with your order. If this isn’t suitable or you have any special delivery requirements please get in touch with us. In cases where the driver is willing to help you move your items into your home, we cannot be held liable for any scuffs or small scale damage to property. In cases where a driver is willing to help move items up sets of stairs, there may be areas where the items may need to be bent to manoeuvre them around corners – we cannot be held liable for such bends if this is required to complete delivery and is explicitly requested by the customer.
All orders placed by midnight on any given working day can be delivered as early as 3 Working Days from that day (e.g. Tuesday orders can be delivered by Friday. Friday orders can be delivered by Wednesday). Please see below for a step by step guide to how we process your order. This is not a definitive guide. Please be aware that some orders can be processed much quicker than others, but we will always dispatch for delivery to you where possible on the date you have specified during the checkout. If you need your product sooner, please contact us via telephone and we may be able to offer a speedier service where possible.
Day 0: We receive your order and it is sent across to the warehouse for picking
Day 1: Your order is queued and cut by our precision cutting machines if necessary
Day 2: Your order is checked, packed and dispatched to you
Day 3: Your order is delivered by 3rd Party Courier to your chosen shipping address
*Please Note: Deliveries are to the ground floor as standard, which includes Two Man services. Unfortunately we cannot guarantee an upstairs delivery as none of the Two Man courier firms will arrange this 100% of the time due to health and safety and risk of damage to property by carrying a large item upstairs.
1.4 Offshore / Remote Locations
Please note we do not currently deliver to most offshore or remote locations, including Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Highlands, Scottish Islands and Northern Ireland. We reserve the right to cancel any order that is to be delivered in any of these locations. If delivery is available, we will usually add an additional surcharge for this service. Please note: collections from these locations in the event of an order cancellation are also subject to additional charges which will be chargeable prior to delivery or deductible from any associated refunds on cancellation / order amendment.
1.5 Delivery Times and Delivery Delays
The 3rd Party Courier responsible for delivery, will try where possible to deliver on the time and date selected 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 Connection Flooring 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.
1.6 Carpet Cutting
Orders placed for flooring cut from different rolls / pieces can differ slightly in their colour variation. If you require more than 1 cut for a single room, please inform us upon placing your order and we will make every effort to ensure cuts are taken from the same roll where possible. This is not a guaranteed service and we cannot be held responsible for slight colour variation which occurs as a result of cuts being taken from different rolls.
1.7 Roll Sizing
The width of your flooring will always be specified during the selection process, however on rare occasions the manufacturer’s size may vary by a margin of up to approximately +/- 1%. We would always advise customers to take this into account when deciding on the measurements to purchase. We would always advise that if in doubt, buy slightly more than required rather than being disappointed if your order is slightly shorter than required. We cannot be held responsible for orders which are too short or too long within these standard manufacturing tolerances.
1.8 Cancellation & Refusal
When you place an order, you are offering to buy the product(s) from us and we will send you an order acknowledgement. However, your order will only be accepted by us once your product(s) have been delivered to you. Until then we can decline to supply the goods – we will try to ensure that this never happens but we do, however, reserve the right not to fulfil your order for any reason if, for example, we have made an error on the price or similar or we simply can’t get hold of the item you need. In the event of these circumstances we will refund you any price you’ve paid to us. Please note that we reserve the right not to accept an order for any reason and we won’t be liable to you or anyone else in these circumstances.
PLEASE NOTE – if you are ordering a Carpet, Vinyl or any other flooring cut from a roll these items are classed as a bespoke order item and are cut specifically to your specification and this makes cancellations and returns difficult. If for some reason you wish to cancel your order before dispatch takes place please let us know as soon as possible. If the goods have not already been cut to your size we will cancel your order and refund full payment via your original payment method. If the goods have already been cut we may still be able to cancel the dispatch of your goods. However, you will still have incurred a re-stocking fee to cover the costs associated with a bespoke order. This re-stocking fee will be at least 25% of the purchase price of the goods. The balance minus the re-stocking fee will be refunded to you via your original payment method.
Carpet Wear Warranties
Q Flooring warrants that with the proper care and maintenance, the pile of your carpet during the specified product wear warranty time period (specified on the product page) will not wear by more than 10% by weight from normal foot traffic. This warranty covers only abrasive wear resulting in the loss of fibre.
Wear is defined as:
Abrasive fibre loss and not changes in appearance.
This warranty does not cover general deterioration due to wear and tear (such as shading or crushed fibres) or damage from: tearspulls, cuts, pilling, shedding, matting, crushing, burns, pets, improper cleaning, improper installation or defective construction.
Carpet Stain Warranties
We offer a range of stain warranties up to 20 years long – this means we guarantee that our carpets will resist stains by food and drinks when recommended carpet care and cleaning procedures are used during the specified timeframe.
Vinyl Wear Warranties
Within the wear warranty period, Q Flooring guarantees against any hidden defect that may adversely affect the life of the product. The vinyl must be protected against the risk of piercing caused by furniture or objects with pointed legs, feet or sharp edges. The use of plastic or felt protection devices is recommended. The wear warranty does not cover any stain damage due to the application of chemicals or the use of cleaning methods that are not recommended in our vinyl cleaning guide or where there is evidence of heavy soiling, abuse or neglect. The vinyl wear warranty excludes: damage due to abnormal use, damage due to the use of the floor in an outside/external location, the absence of standard protection methods for the floor covering (eg. doormats, sealed access doors etc.) where necessary, damage resulting from poor fitting or poor preparation of the underlying surface or damage caused by sharp or slicing material.
General Warranty Information
To ensure that your warranty remains valid, it is important that:
• Any spillages receive immediate attention using clean water and a recommended cleaner
• Regular care and routine maintenance is carried out using good quality products and machinery
• Hot water extraction either alone or in combination with cleaning by a professional carpet cleaning is carried out every 24 months
• You keep receipts of proof for the purchase of any professional carpet cleaning
• Your carpet is fitted in a suitable area and on a solid floor (adhering to British Standards 5325)
Warranties are only applicable for the original purchaser, and a receipt of purchase must be provided. Any damage, made intentionally, occurring during the fitting or which has occurred due to negligence, malice, removal fire, water damage and similar events will void the warranty. Similarly, spots which have appeared following the use of an unsuitable chemical product or improper cleaning method, are not covered by the warranty. If your flooring must be replaced, Q Flooring will deliver, to the exclusion of other demands, and equivalent carpet chosen from the Q Flooring range for the defective surfaces. Other costs incurred during the replacement of the new flooring will not be covered. In the event of a disagreement, an independent expert will be appointed to inspect the flooring on site. Statutory rights are not affected.
Please note: Over time, traffic and general soiling of your flooring will cause a change in appearance and therefore will not be covered by the warranty.
2.1 Distance Selling Regulations 2000
You have a right to cancel your order (prior to shipment, see cancellation terms below) for any item purchased on this website, for a full refund. However, if an order has already been shipped and has left our possession, we will require you to pay the associated costs of returning the item to us before we will refund the purchase. Also, under the Distance Selling Regulations, you have 14 statutory working days starting from the working day after you have received your order, to cancel and return the product for a full refund. However, the buyer is required to pay all postage costs back to Q Flooring and the product must be unused and in the original packing. If the product has been used (fitting / attempted fitting) or you do not have the packaging, this will be deemed as acceptance of goods and we will accept or decline the return at our discretion.
2.2 Order Cancellations and Refused Deliveries
You may cancel your order for a full refund prior to your order being shipped. If you cancel your order after it has been shipped, you are responsible for any and all freight charges incurred by Q Flooring. Any unpaid freight charges will be deducted from your refund (see ‘Distance Selling Regulations’ above). If you refuse to accept delivery of your order for any other reason than the product being damaged in transit, you are liable for all outward and return freight charges incurred by your refusal. If it is found that any of the larger products upon delivery will not fit through any doors or stairwells and the product is subsequently returned or refused, you are responsible for all outward and return carriage costs. Please be aware that bespoke items also carry a minimum Bespoke Cutting Fee. We would therefore recommend that you ensure the product will fit and can be transported to its ground floor point of delivery easily. We include product weights and dimensions on our website where available, and if you are unsure about anything you must call us before placing the order.
2.3 Restricted Access and Delivery Terms
Due to the size of some delivery vehicles, any carriers delivering on our behalf must be informed of any restrictions regarding access for the delivering vehicles. This includes (but is not limited to); steps, any overhanging/low trees/shrubs, steep driveways, narrow lanes, tight bends or any other restrictions that may make it difficult for the delivering vehicle to gain access to the point of delivery. Connection Flooring Ltd will not accept any claims for compensation arising from non/failed/refused delivery of any item where the carriers or Q Flooring were not made aware of any points of issue regarding access restrictions. In the event that the item is refused/cancelled due to these restrictions, the customer will be liable for all carriage charges. Due to health & safety regulations, upstairs deliveries are at the carrier’s discretion and are not guaranteed. This includes (but is not limited to) steps that are immediately outside the premises, which couriers are required to climb in order to gain access to the property. Delivery time scales are approximate; often it can be quicker than stated. However, if delivery takes longer than the time stated we will not entertain any claims for compensation. The delivery guides are rough estimates and the time scales are often out of our control. We will endeavour to notify you if delivery is going to take longer than originally expected and all timed delivery charges will be refunded either partially or in full at our discretion should the delivery arrive considerably later than booked.
2.4 Damage in Transit / Shortages
If the parcel(s) you receive have any damage on the exterior packaging you must check the contents and list the damage on the driver’s delivery note, if the words ‘goods delivered in good condition’ are on the delivery form next to your signature they need to be crossed out also. If you are at all worried about the goods being damaged, you must sign for the goods as ‘Damaged’ on receipt. Any damage must be reported as soon as the customer notices it. If someone else is signing on your behalf they must be made aware of the above. This does not affect your statutory rights and in the event of the goods being faulty, they will be repaired or replaced.
2.5 Delivery Arrangements
The Delivery Arrangements section in the checkout must be completed. If you select that the order can be left with a neighbour or delivered to an alternative address, the person signing on your behalf must be made aware of our terms above regarding damage in transit and shortages. As carriers and delivery drivers are not under our control, we cannot be held responsible for their actions when delivering and if you encounter any problems they must be taken up directly with the carrier. You can also opt for the order to be left in a ‘secure location’ but only provided that a signed discretionary note is left for the courier to take as proof of delivery. If the order is then left in this location by the delivery driver, and is subsequently stolen, Connection Flooring or the carrier cannot be held responsible for following your instructions. We will always endeavour to deliver at a convenient time for you, but we cannot be held responsible for any delays caused due to events that are out of our control.
2.6 Problems With Your Order
As damages can occur in transit and issues can arise to prevent the delivery that are out of our control, we cannot accept any liability for time or financial loss as a result of, for example but not limited to; advanced fitter booking, employment holiday etc. These provisions made are by your choice and at your discretion, but do not affect your statutory rights. We would also advise all customers to check their order in full prior to arranging any additional services or aforementioned costs, as we cannot be held liable for additional costs incurred. If your order is found to be incorrect on delivery or inspection, we will however arrange for a replacement item or refund for any incorrect items at no additional cost to you where possible.
Should you wish to contact us via mail, our physical address is :
Q Flooring, 16 Felming Way, Folkestone, Kent, CT19 6JX.