How can we help?

In-stock orders placed before 3pm, Monday to Friday, are normally dispatched the same working day for delivery on the next working day to eligible mainland UK postcodes.

Orders placed after the cut-off, at weekends, on bank holidays or during an announced closure period will follow the next available working-day timetable. Supplier-direct machines, special-order products and items showing a longer lead time are not included in the standard next-working-day service.

Yes. Free next-working-day delivery is available on qualifying in-stock orders to eligible mainland UK postcodes when ordered before 3pm on a working day.

This is our normal delivery aim rather than a guaranteed timed service. Courier disruption, severe weather or an unexpected stock issue can occasionally cause a delay. Any product with a different delivery arrangement will be identified on the product page or confirmed by our team.

Suitable smaller parcels are normally sent using Royal Mail Tracked 24. Larger and oversized orders are normally sent using FedEx's tracked next-working-day service where the destination postcode is eligible.

We choose the most appropriate service based on the parcel's dimensions, weight and contents.

Yes. Once your order has been dispatched, tracking information will be sent to the email address or mobile number supplied with the order. If you have not received it, please check your junk folder first and then contact us if you still need help.

Yes. We offer free Click & Collect from our Salisbury trade counter. Select Click & Collect at checkout and wait for your email or text confirmation before travelling. Orders are generally ready immediately during opening hours.

Collection hours are Monday to Friday, 7:30am–4:00pm, at Unit 1 Penton Business Park, Stephenson Road, Churchfields Industrial Estate, Salisbury, SP2 7NP. Contact-free collection can be arranged if required.

Our free online delivery service covers eligible mainland UK postcodes. Northern Ireland, the Crown Dependencies, offshore islands and a number of remote or extended-service postcode areas are outside our current online delivery area.

These destinations are currently blocked at checkout because the courier cost is substantially higher or a next-working-day service cannot be offered reliably. View the full Delivery Information page for the exact postcode table.

Please contact us before ordering. We may be able to arrange a separate delivery service, with the cost and expected timescale confirmed in advance. We do not want customers to place an order expecting the standard free next-working-day service where it is not available.

No. Levelling compounds are not currently eligible for delivery and must be collected from our Salisbury trade counter using Click & Collect.

Orders placed after 3pm on Friday or during the weekend are normally dispatched on Monday for delivery on Tuesday, provided Monday is a working day and all items are in stock. Bank holidays and announced closure periods move dispatch to the next standard working day.

Please contact us immediately. We dispatch orders quickly, but if the order has not been processed or collected by the courier, we will do our best to change or cancel it. Once it has left us, it may need to be handled through the normal returns process.

Inspect the parcel and product as soon as reasonably possible. Take clear photographs of the outer packaging, courier label, damage and complete product, then report the issue through our Returns Portal as soon as possible.

Do not use, mix, apply, cut or install an item that appears damaged, faulty or incorrect. Prompt reporting helps us investigate the courier issue, but it does not remove your statutory rights.

Start through our Returns Portal using the email address and order number from your purchase. Select the item, choose the return reason and upload photographs if the product is damaged or incorrect.

Please wait for approval and the correct return instructions before sending anything back. This prevents delays and ensures that the selected courier can accept the product.

The portal is the quickest way to request and manage a return, but you may arrange your own tracked and adequately insured courier after the return has been approved. The goods remain your responsibility until they reach us.

Most eligible unused standard-stock items can be returned within 30 days of delivery. They must be complete, in their original clean packaging and in a condition suitable for resale unless the goods are faulty, damaged or incorrectly supplied.

Our 30-day policy is an additional return offer and does not limit applicable statutory consumer rights.

For a change of mind, an unwanted item or a product ordered in error, the return cost is your responsibility. For suitable parcels, a customer-paid label may be arranged through the Returns Portal and its cost deducted from the approved refund.

If goods are confirmed as damaged in transit, faulty or incorrectly supplied by us, we will arrange the appropriate return at no cost to you.

Contact us before submitting a large or heavy return so we can confirm the correct method. Where our oversized collection service is suitable, the charge is £25 and is normally deducted from the refund. If the refund is less than £25, the difference must be paid before collection can be arranged.

For a change-of-mind return, adhesives, oils, lacquers, cleaners and other consumables must normally be unopened, unused, securely sealed and suitable for resale. Products that have been opened, mixed, applied, altered or inadequately sealed cannot normally be accepted unless they are faulty.

Eligible flooring returns must be in full unopened packs, unused, undamaged and in their original clean packaging. A flooring carton alone is not sufficient return-transit protection; packs must use suitable reinforced outer packaging or an approved pallet method.

Custom, bespoke or made-to-order flooring cannot normally be returned for a change of mind. Other special-order flooring is assessed according to the product and how it was ordered; any restriction will be explained before purchase and cannot override applicable statutory rights.

Report the issue through the Returns Portal as soon as possible and include clear photographs. Do not use or install the item while the issue is being assessed.

Once confirmed, we will arrange the appropriate return at no charge to you. Depending on the circumstances and your legal rights, the solution may be a replacement, repair, price reduction or refund.

Approved refunds are returned to the original payment method and are normally processed within 7 working days after the goods have been received and inspected. Your bank or payment provider may take additional time to display the funds.

Customer-paid labels, oversized collection charges or lawful deductions for excessive handling, missing parts or return damage may be deducted where applicable.

We will contact you before refusing or reducing a refund. Goods that cannot be refunded will normally be held for up to 14 days so you can arrange collection at your cost. We do not automatically dispose of returned goods without first giving you the opportunity to respond.

Creating an account allows you to view previous orders, manage saved addresses and reorder products more quickly. Standard and approved trade customers use the same secure account login.

Apply online using your business details. Once the necessary checks are complete and the account is approved, log in using the same customer account system to see trade pricing automatically on eligible products.

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 signed in using the email address attached to the approved trade account. If pricing still does not look correct, the application may still be awaiting approval or the particular 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.

No. Trade pricing applies only to eligible products. Hand tools, power tools and some promotional or otherwise excluded products are not included, and separate offers or multibuy discounts do not necessarily combine with trade pricing.

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 online range focuses on engineered plank flooring and engineered herringbone/parquet flooring.

Plank flooring uses longer boards laid in straight rows for a clean, timeless appearance. Herringbone/parquet uses shorter blocks installed in a repeated zig-zag pattern and requires more setting out, cutting and wastage.

Most engineered wood flooring is suitable for compatible underfloor-heating systems when installed correctly. Always follow the flooring and heating manufacturers' instructions. The temperature at the underside/back of the board is typically limited to a maximum of 27°C, and the heating must be increased and reduced gradually.

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 board construction, joint system, subfloor and manufacturer's instructions. Glue-down installations often feel more solid underfoot, reduce movement and transfer heat efficiently. Floating installation is suitable only where the flooring system allows it and requires the correct underlay and expansion provision.

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.

Wood is a natural material, so colour, grain, knots and tonal variation will differ between boards and batches. Samples and product photographs are a useful guide rather than an exact representation of every board. Open and inspect packs before installation, blend boards from several packs and contact us before fitting if anything appears incorrect.

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 on board width and length, flooring construction, subfloor, underfloor heating and the flooring manufacturer's instructions.

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

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

Osmo MS Trade is a strong-value option for many compatible engineered wood flooring installations. If you are unsure, tell us the exact floor, board dimensions, subfloor and room size before ordering.

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.

Coverage depends on the adhesive, trowel notch, board backing and subfloor condition. For example, a 15kg tub of Bona R848 typically covers around 12.5m² when used with the stated recommended trowel, but actual usage can vary.

Work from your exact floor area, include a sensible allowance and check the coverage shown on the product page and technical data sheet before ordering.

A primer may be required to prepare porous, absorbent or suitably prepared subfloors, or before applying a compatible levelling compound. A primer is not a substitute for removing dust, contamination or weak material. Follow the complete system manufacturer's instructions.

A compatible surface DPM may be required over a cementitious subfloor when measured moisture is above the limits for the flooring, adhesive or levelling system. Moisture testing must be completed and recorded before fitting; a DPM product should not be chosen without confirming the subfloor and the full installation system.

If the subfloor does not meet the flooring manufacturer's flatness tolerance, a compatible levelling compound can create a suitable surface before installation. The subfloor must first be sound, clean and correctly primed. Levelling compounds are currently available through Click & Collect only and are not eligible for delivery.

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 a suitable prepared subfloor using a compatible flexible adhesive. It often gives a more solid feel and efficient heat transfer with underfloor heating. A floating floor is installed over the correct underlay and is suitable only for flooring systems specifically designed to be floated.

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.

Match the exact machine make, model and product code shown on the accessory page. Similar-looking abrasives, dust bags, drive belts and machine parts are not always interchangeable. If you are unsure, send us the machine model and any number printed on the existing part before ordering.

Large sanding machines are normally supplied directly and do not always follow our standard next-working-day parcel service. The product page will show the expected arrangement, and our team can confirm availability and the fastest realistic delivery time before you order.

Eligible unused tools can normally be returned within 30 days when complete, in their original undamaged packaging and suitable for resale. Hand tools and power tools are excluded from the trade discount. View the Returns & Refunds page before sending anything back.