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FAQ

Covid-19

During the pandemic Floormart remains open to the public. Deliveries are still being sent out as usual with no effect on delivery times.

Although being open we are taking all the necessary precautions to keep our staff and customers safe. Many members of our staff are working from home during this time to help spread us out and keep social distancing in place. Our Trade Counter is open and members of staff are taking the correct precautions in the workplace.  Masks are worn at all times and hand washing and sanitising stations are in consistent use.  A shield is also up at the front desk to ensure zero face to face contact between staff and customers.

Contacting us

Phone number: 0116 204 2515 

Lines are open 8am - 4:30pm Monday - Friday

Email: sales@floormart.co.uk

representative will try to respond as soon as possible.

Do you provide samples?

Please visit our samples page to order a sample.

Please note colour shades may vary slightly with batches. Because of this the product images and samples may vary slightly. This is usually not noticeable unless fitted side by side

We do recommend ordering a sample before ordering your floor coverings.

Do you have this product in stock?

Many products do have to be ordered in from manufacturers due to the wide range of products on our site. This does not usually affect our 2-3 working days delivery target. If delivery will be longer you will be contacted by a member of staff to notify you.

Can you provide a quotation?

We can provide quotes for commercial customers only. If you require a quote please email sales@floormart.co.uk with all the details.

Can you take orders over the phone?

We ask customers to place all orders via the website. If you are having problems ordering on the website you can order with a member of staff over the phone. However by doing this you may experience delays with your order.

Can I return/ cancel my order?

Returns can be made on stock items. However they may incur a 30% restocking charge. Items will be inspected once returned. Once this has been done a refund will be made.

Returns are not possible on special orders. This is due to the product being ordered in especially. This will often consist of cuts of flooring amongst other items.

If you need to cancel your order please contact us as soon as possible. On stock items this is not an issue provided we have not already sent out the order. However, on cut flooring, once it has been cut to the required dimensions we are unable to cancel.

What methods of payment do you accept?

We accept the Following Payments

  • Credit/Debit Card
  • PayPal
  • BACS Payment

Please note we do not accept American Express.

Can I open a Credit Account?

Please email accounts@floormart.co.uk to enquire about opening a credit account with us.

Can I request VAT Invoice?

Yes, you can request a VAT Invoice by emailing sales@floormart.co.uk

What to do if my payment has been declined?

If your payment has failed or been declined we advise trying to place the order again. Ensure your billing address is filled out correctly and matches the address registered to the card being used.

If you are still having trouble please call us on 0116 204 2515 and a member of staff will assist.

Please note we do not accept American Express cards.

Do you have a Trade Counter?

Yes. Our Trade Counter is based in Leicester and is open 7.30am - 4.30pm Monday - Friday.

Online orders can be collected here is required or you can purchase over the counter.

Can I track my order?

Following your confirmation email we will send another email to notify you when your order has been shipped and passed onto the carriers.

Small orders will be sent with DHL. Once DHL has received your parcel from us they will send delivery updates and tracking via text/email.

Visit our Deliveries Page for more information

Where is my delivery?

We aim to deliver all orders in 2-3 working days. If you have not received your delivery within this time and have not been contacted by a member of staff to tell you otherwise, please email us at sales@floormart.co.uk or call 0116 204 2515.

Where can I find technical information?

We try to provide as much information about our products as possible. However for more technical info we recommend visiting the manufacturers website to find data sheets, safety sheets and fitting instructions.

What are batch differences?

All floorcoverings are manufactured in batches. Each batch varies slightly in colour and sometimes pattern. Most of the time there is not a noticeable difference. However, if different batches are laid side by side a difference may be noticeable. Because of this we advise customers to purchase a small amount more than needed to ensure if more is required you can still batch match.

Do you provide a fitting service?

No. Floormart does not provide a fitting service. If you require commercial fitting visit Bradbury Flooring

Can I fit the floorcoverings myself?

We always advise hiring a fitter to install any floorcoverings to ensure a professional job is done. If not fitted properly without the right tools and preparation you may face problems in the future. If you are fitting yourself we advise contacting manufacturers and fitting professionals for advice.

What adhesive do I need?

Choosing the right adhesive is vital to any flooring installation. If the wrong adhesive is used you have the risk of floorcoverings coming up. When looking for the right adhesive we recommend using the F.ball RAG guide. Simply enter what floorcoverings you are installing to find a recommendation.

Do you hire out equipment?

We do not offer an equipment hire service. All equipment on our website is for purchase only.

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