Delivery and Returns Policy
- UK Delivery
- UK delivery is made using Hermes 48 hours delivery service and CityLink Next Day Delivery service. We attempt to dispatch all orders within 1 working day from when the order has been placed. A large percentage of orders get dispatched within 24 hours when placed on a working day.
Shipping is free on all UK orders over £75, and £2.90 for UK orders under £70.
When you order has been despatched a confirmation email will be sent to your email address, with your tracking number.
- Will I be charged customs and import charges?
- Any customs or import duties are charged once the parcel reaches the destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot advise you what the cost will be, as customs policies and import duties vary widely from country to country.
We recommend you contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
- International delivery
- For ordering please contact us at info@floormet.co.uk
- Has my order been dispatched?
- As soon as your order is dispatched, you will be sent an email to confirm that it's on its way.
The confirmation email will contain your tracking number.
- I have received a faulty item
- If you think the item you received is faulty, please contact our customer service team. We will then advise on how to proceed with the return. Please include as many details as possible about the fault.
- I have received an incorrect item in my order
- If you have received an incorrect item in your order, please contact our customer service team. We will then advise on how to proceed with the return. Please include as many details as possible about the error.
- An item is missing from my order
- Regrettably mistakes can happen. Sometimes we don't send everything you've ordered at the same time, so please first of all check your packing note or dispatch emails to see if any of your items will be arriving separately.
If the packing note states an item should be in your parcel but it is not, please contact our customer service team, who will try to rectify the mistake as quickly as possible.
- Returns Policy
- We wish to offer the best quality stock and customer service. If, after receipt of your goods you find any faults or incorrect items, we will arrange either a refund or a replacement product. Customers must notify Floormet of any returns within 14 days from the date you receive the ordered product and proof of purchase will be required.
Unused items in new condition may be returned to our contact address for a full refund at any time up to 14 days after receipt. The purchase price (excluding postage) for the returned items will be credited to your account within 10 working days.
We strongly recommend that you use registered post, recorded delivery or another secure method of delivery, retaining the receipt until you have received credit for your return. We regret that we cannot be held responsible for non-delivery of returned goods.
The goods must be returned unused, in their original undamaged packaging. We will consider the condition of the goods being returned when making a refund.
To arrange a return of a product or for further information about returns or refunds please email us at info@floormet.co.uk.
