How can we help?

We dispatch the vast majority of stocked items as quickly as possible. Delivery times vary depending on the product, stock availability and your delivery location, but many stocked items are available on a fast delivery service.

If your order contains multiple products, they may arrive separately if they are dispatched from different warehouses or manufacturers.

Many stocked products are available for next working day delivery, depending on the product, stock level and delivery postcode. Larger flooring products, heavy items and special order goods may require additional delivery time.

Yes. Once your order has been dispatched, tracking information will be sent by email where available. If you have not received tracking details, please check your junk folder first and then contact us if you still need help.

Collection may be available on selected products by prior arrangement. Please contact us before travelling so we can confirm that your order is ready.

We deliver throughout most of mainland UK. Some areas, including Northern Ireland, the Scottish Highlands, offshore islands and remote postcodes, may incur additional charges or longer delivery times.

If your order has not yet been processed or dispatched, we will always do our best to help. Please contact us as soon as possible. Once an order has left our warehouse, it may need to be returned through our normal returns process.

Please inspect your delivery as soon as it arrives. If anything is damaged, take clear photographs of the packaging and product, do not use or install the item, and report the issue as soon as possible.

The easiest way to return an item is through our Returns Portal. Enter your order number and email address, select the item you wish to return and follow the steps on screen.

You can also arrange your own courier if you prefer.

No. The Returns Portal is simply the quickest and easiest way to request a return. You are welcome to organise your own return courier, provided the goods meet our returns conditions.

Yes. If you would like us to generate a return label, this can be purchased through the Returns Portal. The label cost will be deducted from your refund once your return has been approved, received and inspected.

If you have changed your mind or ordered the wrong item, return postage is your responsibility. If the return is due to damaged, faulty or incorrect goods supplied by us, we will arrange the return at no cost to you once the issue has been approved.

Most unused items can be returned within 30 days of delivery. Goods must be unused, in original packaging and suitable for resale unless faulty.

Once your returned goods have been received and inspected, refunds are normally processed within 7 working days. Your bank or payment provider may take additional time to show the refund.

Products such as adhesives, oils, lacquers, cleaners and consumables usually need to be unopened and unused to be returned, unless faulty. Opened products are often unsuitable for resale.

Flooring can usually be returned if it is unopened, unused, in original packaging and suitable for resale. Special order or made-to-order products may not be returnable.

Creating an account allows you to view previous orders, manage your details and re-order products more quickly in the future.

Approved trade customers can log in to their account and see trade pricing automatically across eligible products. There is no need to enter a discount code.

Approved trade customers currently receive 12% off eligible products. Hand tools, power tools and certain excluded products are not included in the trade discount.

We aim to review trade applications within one working day, and often much sooner during normal working hours once business checks have been completed.

Make sure you are logged into the approved trade account. If you are logged in and prices still do not look correct, your account may still be awaiting approval or the product may be excluded from trade pricing.

No. Once your trade account has been approved, eligible trade pricing is displayed automatically when you are logged in.

Engineered wood flooring is made from a real hardwood top layer bonded to a stable multi-layer base. It gives you the look and feel of real wood with improved stability compared with traditional solid wood flooring.

We specialise in engineered wood flooring. Our current flooring range includes plank flooring and engineered herringbone parquet flooring.

Plank flooring is laid in long straight rows for a clean, timeless look. Herringbone uses smaller blocks laid in a repeated zig-zag pattern for a more decorative finish.

Most engineered wood flooring is suitable for use with underfloor heating when installed correctly. Always follow the flooring manufacturer’s guidance, keep the floor temperature below 27°C and bring the heating up gradually after installation.

Yes, engineered wood flooring can work well in kitchens when installed correctly. Spills should be wiped up promptly and standing water should be avoided.

As a guide, allow 5–10% wastage for straight plank flooring and 10–15% for herringbone due to additional cutting. Ordering enough at the start also helps maintain batch and colour consistency.

This depends on the flooring system, subfloor and manufacturer guidance. Glue-down installations often feel more solid underfoot, reduce movement and work well with underfloor heating. Floating floors can be quicker with suitable click systems and underlay.

Experienced DIY customers can install some engineered flooring, but success depends on correct subfloor preparation, moisture testing, expansion gaps and using the correct adhesive or underlay.

A lacquered floor has a protective coating on the surface of the wood. It is easy to clean and popular for busy homes. An oiled floor is treated with oil that enhances the natural look of the timber and can often be maintained or spot repaired more easily.

Vacuum or sweep regularly to remove grit, then clean with a dedicated wood floor cleaner suitable for your floor finish. Use a well-wrung microfibre mop and avoid excessive water.

No. Steam mops are not recommended for engineered wood flooring. Excess heat and moisture can damage the timber, finish and potentially affect the flooring warranty.

Use a cleaner suitable for your exact floor finish. Lacquered floors need a cleaner designed for lacquered or sealed wood. Oiled floors should be cleaned with products suitable for oiled or hardwax-oiled floors. Avoid general household detergents, bleach, ammonia and washing-up liquid.

Minor marks can often be reduced using the correct maintenance products. Oiled floors can often be spot repaired more easily, while lacquered floors may require specialist repair or refinishing depending on the damage.

Use entrance mats, fit felt pads beneath furniture, avoid dragging heavy items, keep pet nails trimmed and clean grit regularly. These simple steps make a big difference to long-term appearance.

Yes. Wood is a natural product and will gradually change colour with sunlight and UV exposure. Moving rugs and furniture occasionally during the early months can help the floor age more evenly.

The correct adhesive depends mainly on board width, flooring type and subfloor.

Bona R848 is our recommendation for most engineered wood flooring up to 190mm wide, including many herringbone installations.

Bona Quantum is our recommendation for engineered boards over 190mm wide and more demanding installations where higher performance is needed.

Osmo MS Trade is a strong value option for many engineered wood flooring installations.

No. Board width, board length, underfloor heating, subfloor type and manufacturer instructions all affect adhesive choice. Using the wrong adhesive can increase the risk of movement, hollow spots or failure.

Use the notched trowel recommended by the adhesive manufacturer. The correct notch size helps achieve the right adhesive coverage. Too little adhesive can weaken the bond; too much can create mess and fitting issues.

A primer may be required to prepare dusty, porous or absorbent subfloors, or before applying certain levelling compounds. Always follow the primer and levelling compound manufacturer’s guidance.

A DPM may be required when installing over concrete where moisture levels are above the flooring or adhesive manufacturer’s limits. Moisture testing should always be completed before fitting wood flooring.

If the subfloor has dips, ridges or uneven areas, levelling compound can create a flatter surface before installation. A poor subfloor can cause movement, noise and long-term problems.

Yes. Engineered wood still expands and contracts with changes in humidity. Expansion gaps should be left around walls, door frames, pipes, kitchen islands and fixed objects, following the flooring manufacturer’s instructions.

A glue-down floor is bonded directly to the subfloor using flexible adhesive. It often gives a more solid feel and better heat transfer with underfloor heating. A floating floor is installed over underlay and is normally quicker with suitable click-system flooring.

For most installations, useful tools include a flooring knife, spacers, tapping block, pull bar, tape measure, pencil, straight edge, suitable saw, adhesive trowel for glue-down fitting and a moisture meter for checking subfloors.

Yes, a tapping block helps move boards into position without striking the flooring edge directly. This helps protect the tongue, groove or click profile during installation.

A pull bar is used to pull boards together in tight areas, especially against walls and door frames where a tapping block cannot easily be used.

Yes. Spacers help maintain the correct expansion gap around the perimeter of the room while the floor is being installed.

Floor scrapers are used during preparation to remove small lumps of adhesive, plaster, paint or debris from the subfloor before installation.

Typical levelling tools include a mixing bucket, mixing paddle, smoothing trowel, spiked roller, screeding shoes, levelling pins and a straight edge.

A spiked roller helps release trapped air from levelling compound and improves flow across the floor, helping to create a smoother finish.

Unused tools can usually be returned if they meet the Returns Policy. They must normally be unused, in original packaging and suitable for resale. Hand tools and power tools are excluded from trade discount.