Ordering

Can I have a free sample to help me make a decision?

Yes, if you visit our sample page you will be able to find out more about samples. See our full range of carpets, artificial grasses, laminate and vinyl flooring and choose your sample. We highly recommend you take advantage of this FREE service because colours and shades may differ from screen to screen, as well as the lighting in your room. 

Do carpets need an underlay?

As a professional flooring company, we always recommend using underlay.

Although carpets do not necessarily need an underlay, it would increase the lifetime of your carpet and be softer underfoot.

See our full selection of affordable Carpet Underlays here.

When will I be charged?

You will be charged for your order as soon as you have clicked the 'Place Order' button and your bank has accepted the transaction. However, you may not see it on your bank transaction report for a couple of days.

I'm uncertain about ordering goods online. Can I pay over the phone?

Yes. Although our website is completely secure, we will take telephone orders as an option. We will ask you to transfer the cost of your order into our bank before your order is processed. Bank details will be relayed to you when ordering.

Do your prices include VAT?

Yes, all the prices on our website include VAT, with no hidden charges at the checkout!

How can I place an order?

You can place your order online using our secure payment system. All credit and debit cards are accepted.

Is it safe to enter my payment details online?

Yes. SSL technology keeps your ordering confidential and secure. We do not store any payment card information.

Why has my payment been refused?

This could be for a number of reasons. Please contact our Customer Service team who will look into this for you, or you may need to contact your bank.

Delivery

When will my flooring be delivered?

We endeavour to deliver within 2-5 working days.  Our Customer Service team will contact you either by phone or email with exact delivery details after your order has been processed.

Please have at hand any special delivery information that you think we will require.

How will my goods arrive?

As the goods we ship are very heavy, our standard delivery service is made to the kerbside due to insurance guidelines so please arrange for adequate help to offload your goods. As they are heavy and bulky, in most cases these will arrive on a pallet.

Your delivery could be made on a lorry or van so it is assumed that the delivery address will be accessible. If there is a likely problem, e.g. the road is subject to a vehicle weight or width restriction or parking, it is within a time zone restriction, please inform us at the time of order so that we can discuss alternative delivery options.

Failed deliveries will incur a redelivery charge.

We always recommend allowing 3 working days between delivery and fitting so that, in the unlikely event of a hiccup, it can be resolved without inconveniencing you.

How do I change my nominated delivery date?

You can do this by contacting our Customer Service team. We may not always be able to change your delivery date, but will do our very best to suit your delivery requirements.

Where do you deliver to?

At the moment, The Flooring Lab products are available for delivery to customers in the South East of the UK only.

We do not currently offer nationwide or worldwide delivery.

How much is delivery?
STANDARD DELIVERY
£25.00

This delivery service is for customers in the South East of the UK only.

We advise all customers not to book a fitter until after the flooring is delivered.

FREE DELIVERY

This delivery service is for customers in the South East of the UK only.

There is currently free delivery on qualifying orders over £175.


INTERNATIONAL AND NATIONWIDE DELIVERY

We do not currently ship our products internationally or all over the UK.

Can I collect my flooring direct?

No, we are solely an online company.

Can I change my delivery address?

You can do this by contacting our Customer Service team within 24 hours of your order.

Returns

What if I have a problem with any of my delivered items?

Please contact our Customer Service team who will deal with any issues you may have with the services we provide. Any feedback, good or bad, helps us to improve our service for future customers.

Claims for damaged goods must be made within 14 days of delivery.
 

Fitting

Do you offer a fitting service?

Please send an email to sales@ultra-flooring.co.uk to see if we can help with fitting.

We always recommend allowing 3 working days between delivery and fitting, so that, in the unlikely event of a hiccup, it can be resolved without inconveniencing you.

How do I know how many square meters to order?

We have created a handy calculator to work it out for you!

Take a look here.