We plan our deliveries to ensure that they are hassle free and scheduled to your availability, please take time to review this delivery policy. 

Delivery of orders are carried out by third party courier companies who provide kerbside delivery. The courier company is selected based on the size, weight and quantity of the order. We will send the goods ordered by you to the address you supply. We offer free delivery on order over £249 within England and Wales.

On delivery please check your items and if there is any issue please raise it with the delivery driver there and then. In the unlikely case that there is a problem, ask the driver to note this on the delivery receipt, email us a photo and call us straight away. We will find a solution to get things back on track for you. We always recommend allowing at least 2 working days between delivery and fitting, as we are not liable for any costs for delays to installation.

Our couriers will attempt to deliver your goods between 9.00am and 6.00pm Monday to Friday and will always aim to have the goods signed for or take pictures of the items delivered. If you have any additional information you wish to give the courier, for example, a safe place location or day/time not available please add this to your order in the comments box provided. We will always pass any additional delivery instructions on to the courier but it is at their discretion as to whether the instruction can be carried out.

Under normal circumstances a courier will not enter your house and the delivery will be porch delivery or on a "ground floor only" basis, as the drivers are not insured to take it anywhere else. If you have any questions about the delivery please contact our Customer Services team who will be happy to help with any queries.

REMOTE AREAS

Remote areas of the UK mainland (which includes the Scottish Highlands, Channel Isles, Isle of Man, Isle of Scilly, Isle of Wight, Outer Hebrides, Shetlend Isles, Orkney, Northern Island and Aberdeenshire) and those outside the UK Mainland will incur an additional delivery charge. Please do not hesitate to contact our Customer Services team for further information.

We will notify you when we dispatch an item but delivery times are at the discretion of the courier company. There may be delays in despatch as a result of adverse weather (for example wintery conditions) or arising out of circumstances beyond our control.

 

Returns/Cancellations

You have the right to cancel the order within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

If you aren't completely satisfied with any product you have purchased from us, please contact us within 14 days from the date you have received the product and our customer service team will guide you through the return process.

If the goods ordered are bespoke (As in cut to your size instead of a roll-end), we may still accept the return however a re-stocking fee will apply to the order. This re-stocking fee will be 30% of the purchase price of the order. The balance of the account minus the re-stocking fee will be refunded via your original payment method.

If you place an order and wish to cancel before the item is delivered but the goods have already been cut we may still be able to cancel the delivery, however, you will still have incurred a re-stocking fee to cover the costs associated with a bespoke order. This re-stocking fee will be 30% of the purchase price of the goods. The balance of the account minus the re-stocking fee will be refunded via your original payment method. We regret to inform you any item that has been cut into or used in any other way would not be eligible to return.

You are responsible for the return costs of your order. You can arrange for the return using a courier of your choice or alternatively we can arrange it for you. Please note our courier collections are considerably more expensive than the original delivery cost as it is a "one off" collection rather than the courier picking up multiple items from our warehouse at one individual time.

If you would like us to arrange the return for you the cost will vary depending on the item being returned, we will inform you of the cost before proceeding. The full value of the original order (including any original delivery fee) will be refunded minus the collection cost. If any re-stocking fees are due these will be deducted at the same time.

To exercise the right to cancel, you must inform us at Carpets Online, Carpets Online 306 Leeds Road Bradford West Yorkshire BD3 9QX or hello@carpets-online.co.uk. Inform us of your decision to cancel your order by a clear statement(e.g. a letter sent by post, fax or e-mail). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancel before the cancellation period has expired.

Our returns address is:

Carpets Online 306 Leeds Road Bradford West Yorkshire BD3 9QX

Returns Guide

We are confident that you will be over the moon with your order. Sometimes things don't go right. We will do our best to make sure that we can resolve things for you.

R.1 - We work quickly to get our products out to you. You can cancel any order at no extra cost provided it has not been cut or shipped. so if you've made a mistake don't worry just get in touch by email as soon as possible. If your product has been cut or shipped carry on reading below.

R.2 - You have the right to cancel and return your order within 14 days of delivery. Please note you will be responsible for the organisation and cost of returning the item(s) to us.

R.3 - All items must be returned in the same packaging and condition in which they were received by you. The returned products remain the responsibility of the customer until received and signed for. We would advise you to insure your return against damage. Upon arrival into our warehouse the goods will be inspected to ensure no transport damage has occurred. If the returns are found to be damaged this may result in deductions and/or rejection.

R.4 - In the unlikely event that we send the wrong product or size we will arrange for a replacement of the item(s) free of charge. This is provided the product is still in its original condition that it was delivered in and has not been fitted or altered in any way.

R.5 - In the unlikely event that the goods delivered are faulty or damaged, you must contact us as soon as possible before cutting and/or fitting the item(s). We will arrange for the faulty or damaged goods to be collected and replaced. If any item is removed from its original condition and either cut or fitted we will be unable to replace the item(s).

R.6 - Sometimes the stock levels or product specifications from the manufacturer may change. In these situations we will do our best to offer you an alternative. We may supply a substitute of the same but often better quality at the same price. We will contact you and discuss this with you before fulfilling your order.

R.7- If you are not happy with the flooring, we are happy for the flooring to be returned. However, you will be liable for cost & organising the product to be returned. Ensure goods are fully packaged as received (undamaged). A restocking fee will also be deducted from any refund.

R.8 - All flooring must be inspected prior to installation. We will not accept any liability after the flooring has been installed.

R.9 - Bespoke items that are manufactured or cut to your specific measurements will not be eligible for refund or return.

R.10 Our 14-day cooling-off period does not apply to any orders made by the trade or non-consumers. Refunds will only be awarded if we did not supply you with the product that was ordered. Normal deductions will apply to all refunds, including costs accrued from handling or from use by you, and any drop in the product’s value caused by you.

Please note - We offer a kerbside delivery service, during which our drivers have no obligation to carry the items inside the property. We strongly advise against booking flooring fitters in advance to receiving your product in case of unexpected delays or unforeseen issues with your order. We cannot be held accountable for any consequential financial losses caused by this. We inspect and dispatch the items in perfect condition however there is a possibility that item may get damaged during transit. We advise you to check the item thoroughly at the time of delivery for any damages. Please refuse the delivery if you find the item has been damaged during transit.

Carpets Online

306 Leeds Road

West Yorkshire,

BD1 4AA

United Kingdom

Telephone: 0330 0434350

Email: hello@carpets-online.co.uk