Delivery Information

Lead Time

As part of our standard delivery service, we deliver all orders within 2-5 working days. Many of our deliveries are shipped next day. if there is any likelihood of a delay we will call you to discuss alternative options. The transport companies we use will contact you via email/phone or text message to arrange your delivery. We use DPD for small orders; they will send text message updates and an indicated time slot on the day of delivery.

Large orders are sent to your nearest transport depot. The depot will contact you to confirm a book in date to receive your order. Deliveries are made on your requested day approximately between the hours of 8am to 6pm. Unfortunately requests for an E.T.A (Estimated Time of Delivery) are at the courier’s discretion. Where possible they will advise you an approximate delivery lead-times, exceptions may apply.

Delivery Transport

Your delivery will be made on a lorry or a van so it is assumed that the delivery address will be accessible. If there is likely to be a problem please inform us at the time of order to discuss alternative delivery options. Please advise if there are any parking restrictions. the goods we ship are very heavy, our standard delivery service is made to ‘Kerb side’ due to insurance guidelines so please arrange for adequate help to off load your goods as they are heavy and bulky, in most cases these will arrive on a pallet.

Unable to Deliver

If your order arrives as arranged but we’re unable to deliver because there’s nobody home or there’s inadequate help available, the goods are refused, or the order is cancelled whilst in transit (goods are in transit 24hrs before the chosen delivery date) you will be liable for any additional costs incurred for the goods being returned. The return delivery charge for failed deliveries is £ 65.00.

Damaged Goods

It is important to check the packaging for any visual damage to the goods and sign for your order on arrival. If you are unfortunate enough to receive damaged goods please make sure it is noted on the courier’s paperwork. We require you contact us within 24 hours of receiving the goods to make sure we are aware of the problem. 

We cannot be responsible for any consequential losses, therefore we advise against booking installers until goods have been received and checked.

Delivery Arrival

The goods we ship are very heavy, our standard delivery service is made to ‘Kerb side’ due to insurance guidelines so please arrange for adequate help to off load your goods as they are heavy and bulky, in most cases these will arrive on a pallet. Small flooring orders under 9 packs will be delivered to your door by the courier DPD.

Deliveries Outside of Mainland UK

Please be aware that customers living outside of Mainland UK or in some territories of Scotland may not be eligible for all delivery services. Deliveries outside mainland UK may incur extra delivery charges. Once you have secured your order online we will be in contact to arrange the best delivery options available.


Returns and Cancellation Policy

All goods are inspected thoroughly before packaging and dispatching, and are deemed to be in perfect grade 'A', saleable condition before we dispatch your order.

Returning the goods if you have changed your mind or just want to cancel;

If you live in the United Kingdom, distance selling regulations state that you have a right to cancel your order up to a maximum of 14 days after receiving the goods. This must be done at the customers own cost & arrangement for non-faulty goods.

Goods should be sent back in the original packaging within 14 days of receipt. (Certain special order items may be excluded, please check before purchasing.)

All goods must be inspected for defects, damage or missing items as stated in our Delivery Policy and all issues reported within 24 hours of receiving the goods.

We request that you email cancellations middlesbrough@lfdirect.co.uk within 14 days of receipt with your wish to cancel and your reason for returning the order.

All goods must be returned safely and securely, packaged and in the same condition in which they were received.

When returning goods, you are under a legal duty to not use the goods and to take care of them. This includes all packaging and the product. Care must be taken to ensure the goods remain in the best possible condition.

Goods made to a customer's specific requirements or otherwise named "special order items" may be exempt from returns. Always check with our sales team before ordering. (This point does not apply to faulty or damaged goods).

If we do not receive the goods back to us within 14 days of your cancellation notice, we will consider the goods to be 'accepted' and the order fulfilled.

Returning the goods if they are deemed faulty or damaged;

All goods must be inspected for defects, damage or missing items as stated in our Delivery Policy and all issues reported within 24 hours of receiving the goods.

We request that you email middlesbrough@lfdirect.co.uk with your wish to cancel and the reason why. We may request that you send photographic evidence of the damage/fault, which we can then forward on to the courier or supplier. We will then arrange to collect the goods from you at a suitable time and date.

If you require us to replace the product, we will arrange for it to be delivered and the original product is returned at the same time.

Goods cannot be returned as damaged or faulty following installation or fitting. Once the product has been fitted they are deemed to be 'accepted' and are exempt from this policy. This point does not apply where the defect/fault was not ascertainable until after installation. We may be required to send out an agent to inspect the products before returning and refunding.

We reserve the right to request all faulty/damaged goods are to be returned to us to aid our claims process with the manufacturer/courier.

When returning goods, you are under a legal duty to not use the goods and to take care of them. This includes all packaging and the product. Care must be taken to ensure the goods remain in the best possible condition.

Product Left Overs

We are happy to accept back any flooring or accessories left over after completing your installation within 30 days of purchase invoice. To do this, please contact our sales team and we will be happy to refund or exchange your goods minus a small 15% restocking fee (restrictions apply).

Please remember, in all situations where there is no manufacturing fault, care must be taken to ensure the goods remain in the best possible condition for resale. You are responsible for returning the goods to us, at your expense, in complete, unused, and in "as new" condition and within 30 days of purchase. We advise you take out insurance to cover your returning goods, just in case they are damaged in transit on the way back to us. Goods returned damaged or not in a resalable condition will not be refunded

Refunds will be processed within 14 days of the items being received back to us.