| FREQUENTLY ASKED QUESTIONS |
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Please do not hesitate to send us a message through the Contact Us section of the website () and we will answer your questions as soon as possible.
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You can calculate the total cost of your purchase by introducing either the exact width and length of your room, the total of square meters, or the number of packs you need to purchase. After clicking the "Add to basket" button the total cost, including delivery and VAT, will be displayed on the website.
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You will find all the necessary information regarding refunds on the Terms and Conditions section of the website .
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The standard cost of delivery for orders under £500 is of £25 or free if the total amount, after VAT is added, exceeds £500. Our carriers may however ask for an extra charge for some areas, but you will be informed prior to delivery if this is the case. If you would like to check before placing the order, please sned us a message asking for the exact cost of delivery through our contact page .
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The VAT will appear along with your final pricing after the selected products are added to the basket.
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The standard lead times are 2 - 4 days provided that the products ordered are in stock. You will be informed about delivery times either by email or you will receive a phone call to arrange the desired delivery date shortly after the order has been placed.
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Someone has to be in upon delivery, as the goods must be inspected and signed for. For more information about this please check our terms and conditions on .
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The drivers are not assigned to help you carry the floor packs inside your home, they will only unload them from the lorry, so you need to have that in mind and have someone to help you at the moment of delivery.
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Our online store can only provide the flooring products necessary for your home, not the services, but our Sales and Customer Service departments are always available to answer your questions regarding this issue or any other problem you might encounter.
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Samples can be ordered through the website using the "Request Sample" button after you have chosen your favorite products.
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If a confirmation email does not reach your inbox, go to our contact page and select the "I have already placed an order" option, insert your surname and postcode and your order should appear on the screen. Click on the "View Order" button at the top of the screen and check if all the details of your order are accurate. Please let us know of any changes necessary. Please be sure to insert the same surname and postcode you used at the time of the order.
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The only type of flooring on our web store that has been designed especially for bathrooms is the Quick Step Lagune available at , all the other types of flooring are not waterproof and thus not indicated for bathroom use.
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The choice of underlay depends on the subfloor you are using and on the room in which you are installing the flooring. For example, for a concrete subfloor you will need to use a type of underlay with Damp Proof Membrane (DPM) to avoid warping. Do not hesitate to use the contact form or to seek further advice from our Sales Team concerning this issue.
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Unfortunately we do not accept orders for accessories without flooring. Also please note that to be able to pass to the accessories page you will need to add the flooring to the basket first.
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You can do that only in the case of an online order, using a 3D secure checkout password. If you choose to order over the phone, the delivery and billing address must be the same.
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You should make sure your order is complete at the time of the delivery. If this is not the case please let us know immediately and everything possible will be done to help you. In the case of transit damages or manufacturing faults, pictures may be required for before we are able to sort out the issue.
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