Delivery Information – FREE FAST DELIVERY Explained – **PLEASE NOTE DELIVERY WILL TAKE 3-7 WORKING DAYS FROM THE DAY OF ORDER**
1.1 – Our ‘Free Fast Delivery’ courier service is DX Courier.
1.2 – Our ‘Free Fast Delivery’ courier service is for orders £100 and above, which are under 40kg for most mainland customers with UK addresses that are not located in Grampian, Scottish Highlands, Northern Island and Offshore areas.
1.3 – Our ‘Free Fast Delivery’ courier service is a one-man service, we advise that you have someone able to assist the driver with unloading your order, especially on any orders over 25kg. If you are unable or cannot arrange for someone to assist the driver, please contact the courier company directly, on the contact number provided in your Tracking Information Email.
1.4 – We provide contact information for the courier, if you require an estimated time of delivery on the day. We are unable to provide an estimated time of delivery on the day with your tracking information email, as we are not given this information by the courier until your order is out for delivery.
1.5 – We are only able to send a maximum weight of 40kg per item with our courier service currently, please check products for maximum size available under this weight for this delivery option. If you require a large single cut e.g. 20m x 4m, please see our deliveries over 50kg Explained below.
1.6 – Any delivery requests for Our ‘Free Fast Delivery’ courier service such as a call before arrival or an hour before delivery, can be passed onto the courier company but cannot be guaranteed. It is at the discretion of the driver.
1.7 – Orders made for delivery to Scottish Highlands, Northern Island or Offshore areas will be required to pay an additional surcharge of up to £100, depending on size & weight of order. Please see the below table for affected postcodes and products that cannot be delivered overnight.
| SCOTLAND DELIVERY POSTCODES | *Not all postcodes apply – see extra charges | |
| NO CHARGE – FREE FAST DELIVERY AVAILABLE | EXTRA CHARGE – 2 – 4 WORKING DAY DELIVERY | EXTRA CHARGE – 3 – 5 WORKING DAY DELIVERY |
| AB1 – AB30*
DG EH FK* G KA* KY ML PA* PH* |
AB31 – AB56
FK19 – FK21 PA21 – PA40 PH8 – PH9 PH15 – PH40 PH49 – PH50 KW1 – KW4 IV EXTRA CHARGE IS BASED ON THE WEIGHT & SIZE OF YOUR ORDER |
KA27 – KA28
PA20 PA41- PA88 PH41 – PH44 KW15 – KW17 HS1 – HS9 ZE **NORTHERN ISLAND POSTCODES** PLEASE CONTACT BEFORE ORDERING FOR DELIVERY PRICE |
Delivery Information – DELIVERIES OVER 50KG Explained
2.1 – We now use our own independant drivers who can deliver products weighing over 50kg each, we schedule routes all over the UK, delivery for larger items take no longer than 7-10 working days.
2.2 – You will be contacted by one of our team members with a 2 hour time slot – this is usually provided the day before delivery once the routes have been booked in, if we are unable to contact you via phone then an email will be sent contacting all the information you need to know. On the day of delivery, a live tracking link will be sent to your email so you are see the location of the driver at all times. When the driver is around 30 minutes away from your address you should receive a phone call/text alert from the driver letting you know you are the next drop. Please ensure to provide a valid contact number for this purpose.
2.3 – Delivery is a one – man service, please note delivery is to ground level only and assistance would still be required for products over 35kg.
2.4 – If your delivery is unsuccessful, your delivery will be re-attempted on the next scheduled day that they are delivering in your postcode. Charges may apply.
Delivery Information – Delivery Conditions Explained – Applies to All Delivery Methods
3.1 – All goods must be signed for by an adult aged 18 years or over upon delivery. This does not have to be yourself, but someone who can check your delivery for damages before signing as received.
3.3 – Delivery charges and estimated timescales are specified in the Delivery Information section. We make every effort to deliver goods within the estimated timescales, however delays are occasionally inevitable due to unforeseen factors. We are under no liability for any delay or failure to deliver the products within the estimated timescales.
3.4 – Risk of loss and damage of products passes to you on the date when the products are delivered or the date that the first delivery is attempted by the courier.
3.5 – Delivery is to the nearest kerbside of your address. Some drivers are happy to take items to your front door or into the property upon request, but this is at their discretion and we cannot guarantee that they will do this. We cannot beheld liable if any damage occurs as a result of items being taken into the property.
3.6 – Please note we always recommend allowing at least 3 working days between delivery and fitting so that in the unlikely event of a problem it can be resolved as soon as possible, as we are not liable for any installation/cancellation costs or lost wages.
3.7 – We advise that all deliveries can take up 2 – 7 working days to arrive, after being collected from us.
3.8 – Some orders placed before 11am Monday – Thursday, may be available for next day delivery. You will be contacted via email if next day delivery is available.
3.9 – Most deliveries take place between 7am and 7pm. For larger items the driver may only be able to deliver to the kerbside.
3.10 – If you require a specific date of delivery, please call us to check whether it is possible to arrange delivery on that day. We cannot guarantee this will always be possible.
3.11– We will email you when your order is ready for collection by our courier, we will also provide you with tracking information and estimated day of delivery for your order.
3.12 – The courier companies do not take goods up any stairs. All courier services have stated they can only deliver to a ground level location and cannot deliver to upper floor flats or high rise buildings.
3.13 – Please check all items for damage before signing for the delivery. If the item arrives damaged, reject the delivery. Allow the courier to take back your order and return the item to us.
Returns, Cancellations and Substitutions
3.1 – When ordering from Carpet Shop Online via the website or over the phone you have a right to cancel and return your order up to 14 days after receiving your order. Some products are excluded from this policy for example items which are cut to your bespoke size, remnants & ordered in products. Please note you will be responsible for the organisation and cost of returning the item(s) to us. All items must be returned in the same packaging and condition in which they were received by you.
3.2 – In the unlikely event that you receive faulty or damaged goods, please contact us prior to cutting and/or fitting the item(s) as soon as possible and we will arrange for the faulty or damaged goods to be collected and replaced. Unfortunately if any ordered item is removed from it’s original condition (for example cut and fitted) we will be unable to replace the item(s).
3.3 – Sometimes the product specifications from the manufacturer may change, in which case we will do our best to offer you a similar alternative. We may experience problems with the supply of certain products and may therefore supply a substitute of the same or better quality at the same price. We will contact you and discuss this with you before making any decision.
3.4 – In the unlikely event that we have sent the wrong product or size then we will arrange for a replacement of the item(s) at our expense, on the condition that the product is still in it’s original condition that it was delivered in and has not been fitted or altered in any way.
3.5– If you are not happy with the flooring, we are happy for the flooring to be returned. However, you the buyer will be liable for cost & organising the item to be returned. Ensure goods are fully packaged as received (undamaged).
3.6 – All flooring must be inspected prior to installation. We will not accept any liability after the flooring has been installed.
3.7 – If you would to like make a complaint regarding an order or item(s), please see Section 10 – Complaints Resolution Procedure.