Natural Flooring

Frequently Asked Questions

Can I get product samples?

Yes - we offer samples across our flooring, doors, and selected product ranges.

Where a sample is available, it will be clearly linked on the product page so you can add it to your basket and order directly through our website.

Product Samples:

What delivery options are available?

Express In-Home Delivery

  • Select a weekday of your choice for delivery, the next available date will be advised when ordering.

  • Your items will be delivered with our own in-home expert transport team.

  • Your items will be carefully delivered into a room of your choice, at ground floor level.

Eco In-Home Delivery

  • Your items will be delivered with our own in-home expert transport team.

  • Using postcode data, we optimise our delivery routes to use the most eco-friendly journeys. Delivery is typically made within 7 working days, your order confirmation will advise of delivery day.

  • Your items will be carefully delivered into a room of your choice, at ground floor level.

Pickup Point

  • Select your nearest pickup point to pick up your order, typically ready in 2 working days after ordering.

Further information on our delivery options can be found on our Delivery Services page.

Important Information - We strongly advise that you do not book in fitters until you have received your goods and inspected them first. We cannot accept liability for any third-party costs resulting from unforeseen delivery delays or product issues.

What do I do on the day of my delivery?

We ask that you check and prepare the route the driver will take to your property entrance, ensuring it is safe and unrestricted in terms of access to your room of choice. This ensures we can carry out the delivery quickly and safely. Please note, in-home deliveries are to ground floor only, our drivers are unable to carry goods upstairs.

Whilst our drivers will always take care at your property, we kindly ask that any carpets or flooring that will be on the driver's path during the delivery of your items are sufficiently protected. We would also ask that you remove any fragile items such as ornaments and pictures to prevent any unnecessary accidental damage - this ensures a smooth delivery for all.

  • Inspect Before Fitting - Thoroughly inspect your products within your 15 minute delivery window for any defects or damage before unpacking and fitting. Installed or altered products cannot be returned.

How do I return an item?

We allow a 14-day cooling off period in which you can notify us of your intention to return the item(s), and a further 14-days from this point to send the items back to us. Your refund will be sent to the same payment method that you used to place the order. Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund or an exchange - as long as you do this quickly. This right is limited to 30 days from the date you receive your product. Bespoke items such as made to measure doors can only be returned unless they are faulty or damaged upon delivery.

See our Returns Policy for more information.