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faq / our services / delivery 12

My order hasn’t arrived - what should I do?

In the unlikely event that your carpet does not reach you on the delivery date specified, please contact us by phone or email and we will update you with further details as soon as possible.

In most cases, if an order has not been delivered it is usually because the courier driver has run out of time - in this situation, the order will automatically be added to the next days’ delivery schedule.

On the rare occasions when an order is mislaid and cannot be delivered we can pursue a claim on your behalf with the courier and we will do our best to offer a suitable replacement or a refund depending on your preference.

We will always try to find a satisfactory solution for you, however, there are certain things are we are unable to provide - for example, we cannot reimburse cancellation fees for fitters or other professionals, or compensate for billable ‘work hours’ or other earnings lost as a result of the delay.