FAQ

Need To Get In Touch?

Our team is here to help with any questions regarding products, orders, deliveries, or technical advice.

Phone: 0116 204 2515
Opening Hours: Monday - Friday, 8:00am-4:30pm

We aim to respond to all enquiries as quickly as possible during business hours.

Do You Have This Product In Stock?

Due to the wide range of products available on our website, some items may need to be specially ordered from the manufacturer.

Estimated lead times are displayed on each product page and, in most cases, orders are delivered within 2-3 working days. If there is any unexpected delay, a member of our team will contact you to advise you accordingly.

Can You Provide a Quotation?

Yes, we are happy to provide quotations for customers.

To request a quote, please email your requirements to sales@floormart.co.uk, including product details, quantities, and delivery information where possible; a member of our team will respond as soon as possible.

Can You Take Orders Over The Phone?

Yes, we are happy to take orders over the phone, by email, or through our website, whichever is most convenient for you.

However, we do recommend placing orders directly through our website where possible, as this is usually the quickest and most efficient way for orders to be processed and updated.

If you require any assistance with placing an order, a member of our team will be happy to help.

Can I Return/Cancel My Order?

Stock items may be eligible for return, although a restocking charge of up to 30% may apply. All returned goods are inspected before any refund is processed.

To request a return, customers must contact us by phone or email, or submit a return request through our website. A member of our team will then provide a Return Authorisation Number (RAN) if the return is approved.

Please note that returns sent back without prior authorisation and a valid Return Authorisation Number may be refused or placed into a hold bay within our warehouse until the return has been reviewed by our team.

Special-order and cut-to-size items are non-returnable, as these products are ordered or prepared specifically for each customer.

If you wish to cancel an order, please contact us as soon as possible. Orders for stock items can usually be cancelled if they have not yet been dispatched. However, once cut flooring or special-order items have been processed, we may be unable to cancel the order.

What Methods Of Payment Do You Accept?

We accept a range of secure payment methods, including:

Credit/Debit Card
PayPal
BACS Payment

Please note, we do not accept American Express.

Can I open a Credit Account?

Yes, commercial customers can apply to open a trade credit account with us.

To get started, please click the “Open a Trade Account” button at the top of the page and complete the relevant application form. Once submitted, a member of our sales team will review your application and contact you if any further information is required.

If you have any questions regarding the process, please contact our sales team at sales@floormart.co.uk

Can I Request VAT Invoice?

Yes, VAT invoices can be requested by emailing accounts@floormart.co.uk.

If you created or logged into an account during checkout, you may also be able to download your VAT invoices directly from your account on the website.

Please note that this feature will not be available for guest checkouts.

What To Do If My Payment Has Been Declined?

If your payment has failed or been declined, we recommend attempting to place the order again after checking that your billing address has been entered correctly and matches the address registered to your payment card.

If you continue to experience issues, please contact our team on 0116 204 2515 and a member of staff will be happy to assist you.

Please note that we are unable to accept American Express payments.

Do you have a Trade Counter?

Yes, our Trade Counter is based in Leicester and is open Monday to Friday, 7:30am – 4:30pm.

Customers are welcome to collect online orders or purchase directly over the counter. We stock a wide range of flooring products, tools, adhesives, accessories, and installation essentials, with knowledgeable staff on hand to offer advice and assistance.

Whether you know exactly what you need or would like guidance on the best products for your project, our team will be happy to help; both trade and domestic customers are welcome.

Trade Counter Address:
Unit 1
7 Craven Street
Leicester
LE1 4BX

Can I Track My Order?

After placing your order, you will first receive an order confirmation email. Once your order has been dispatched, we will send a further email confirming shipment and courier details.

We currently use DX Parcel, DX Freight, Royal Mail, and Translink for our deliveries. The courier used will depend on the size, weight, and type of products ordered.

Tracking information and delivery updates will be included within your dispatch notification email once the goods have left our warehouse. Please ensure you check your junk/spam folder if you have not received this email.

Where Is My Delivery?

We aim to deliver the majority of orders within 2-3 working days, although lead times may vary depending on the products ordered and stock availability; estimated lead times can also be found on the individual product pages across our website.

Once your order has been dispatched, you will receive a dispatch confirmation email containing your courier details and any available tracking information. Please remember to check your junk/spam folder if you have not received this email.

We currently use DX Parcel, DX Freight, Royal Mail, and Translink for deliveries, depending on the size and weight of the order.

If your order has not arrived within the expected timeframe and you have not received any delivery updates or communication from our team, please contact us and we will be happy to investigate this further for you.

Where Can I Find Technical Information?

We aim to provide as much technical and product information as possible directly on our website, including coverage rates, product specifications, datasheets, and general installation guidance where available.

For more in-depth technical information, we recommend visiting the manufacturer’s website, where you can usually find detailed technical data sheets, safety data sheets, fitting instructions, and additional product documentation.

If you are unable to find the information you need, please feel free to contact our team and we will be happy to assist where possible.

What Are Batch Differences?

All floorcoverings are manufactured in production batches, sometimes referred to as “roll batches” or “dye lots.” Due to the manufacturing process, there can be slight variations in colour, shade, texture, or pattern between different batches of the same product.

In most cases, these differences are minimal and may not be noticeable when viewed separately. However, if materials from different batches are installed side by side or within the same area, the variation may become visible once fitted.

For this reason, we strongly recommend ordering a little extra material to allow for wastage, cuts, and any future repairs or additions. This helps ensure all flooring used within the installation comes from the same batch and provides the closest possible colour match.

If additional material is ordered at a later date, we cannot guarantee it will be supplied from the same batch as the original order, particularly if stock has since changed or the product has been re-manufactured.

If you are unsure how much material you may require, please contact our team and we will be happy to assist where possible.

Do You Provide a Fitting Service?

No, Floormart does not currently provide a fitting or installation service.

We recommend using the NICF Directory to find local flooring fitters in your area. The National Institute of Carpet & Floorlayers (NICF) is a recognised UK industry organisation that allows customers to search for professional carpet and flooring installers by location and flooring type.

We are always happy to assist with product advice and material recommendations prior to installation.

Can I Fit the Floorcoverings Myself?

While some customers choose to install floorcoverings themselves, we always recommend using a professional fitter to ensure the best possible finish and long-term performance of the product.

Correct subfloor preparation, moisture testing, acclimatisation, adhesive selection, and the use of appropriate tools are all extremely important when fitting flooring. Incorrect installation can lead to issues such as lifting, movement, uneven finishes, joint separation, or premature wear.

If you are planning to fit the flooring yourself, we strongly advise reviewing the manufacturer’s fitting instructions and technical documentation before installation. We also recommend seeking advice from qualified flooring professionals where possible.

Our website provides a range of technical information, coverage guides, and product datasheets to assist you, and manufacturers will often provide additional fitting guidance directly through their own websites.

What Adhesive Do I Need?

Choosing the correct adhesive is vital to any flooring installation; using the wrong adhesive can lead to issues such as lifting, movement, joint separation, or failure of the floorcovering over time.

As a general guide, we typically recommend Rewmar Flexyfix Platinum Hybrid LVT Adhesive for most LVT installations, Uzin KE 2000 S Pressure Sensitive for many standard vinyl applications, and Mapei Adesilex G19 for wet rooms or areas exposed to higher moisture levels.

Please note that adhesive requirements can vary depending on the floorcovering, subfloor type, moisture levels, underfloor heating, and installation environment. We always recommend checking the manufacturer’s fitting instructions and technical documentation before installation.

If you are unsure which adhesive is best suited to your project, please contact our team and we will be happy to assist where possible.

Do You Hire Out Equipment?

No, we do not currently offer an equipment hire service; all tools, machinery, and equipment listed on our website are available for purchase only.

We stock a wide range of professional flooring tools and installation equipment suitable for both trade and domestic customers. If you are unsure which equipment is best suited to your project, our team will be happy to assist where possible.