1. We do not insist our customers contact us via email. We are always available during business hours Mon-Saturday. If you have any queries or would prefer to place
your order via telephone please call: 0845 2600 607. Please be wary of companies that insist on email service only. We have been in this business for a long time unlike some internet companies.

2. Customer satisfaction. The number one priority in any transaction is to keep the customer informed and satisfied.

3. Security. Since the start of our business not one customer has reported a confirmed fraud case as a result of credit card purchases made at our store. Our secure partner Protx encrypts your credit or debit card number and converts it into bits of code that are securely transmitted over the internet. We are completely confident about our transaction security and back every purchase with a security guarantee. If you still prefer not to send your credit card over the internet we are still happy to take your order via telephone on freephone 0845 2600 607. WHEN PAYING BY CREDIT CARD WE DO NOT TAKE PAYMENT UNTIL GOODS ARE READY FOR DESPATCH.

4. We provide some of the most competitive prices in the UK. FACT.

5. Our products are 1st grade only and we do not supply seconds.

Ordering and Payment

When can I expect to receive my order?
You will need to state a delivery date on the payment page allowing 48hrs. Normally we meet our customers deadlines, but if for any reason we cannot you will be informed straight away. When you have placed your order we will confirm delivery date by telephone or email asap. We do not recommend that goods are left outside due to the unpredictable weather and all of our deliveries must be signed for. We offer free delivery on orders over £350.00 plus vat to mainland UK addresses, however a surcharge may apply to some Scotland addresses. please call 0845 2600 607 to arrange delivery if you are in this area. Over the holiday periods next day delivery may not be possible, please call us for further information. Flooring deliveries can be made on large or small trucks, most with tail lift. Deliveries are made to the 'kerb side'. Unfortunately due to insurance guidelines the driver cannot carry the goods into the customers premises, it is however the drivers responsibility to unload the goods off of their vehicle. Depending on the size of the order your delivery may be made via a courier e.g. Transit van or by a pallet service e.g. large truck. Please make sure that there is adequate help when the delivery is being made. It is assumed that the delivery address will be accessible by lorry. If there is likely to be a problem, e.g. the road is subject to a vehicle weight or width limit, please inform us at the time of order. The delivery slot is any time between 8am and 6pm. We can quote for delivery to Ireland and offshore islands, please call for details. Please note we do recommend that you do not book tradesmen until you have received the goods.

Do your prices include VAT?
No, all of our prices are exclusive of vat.

How can I place my order?
To purchase products select the relevant category, then pick your product from that category. Please take note of the pack size and enter the quantity of the product you require. Once delivered, we do not except unused goods for return. When placing an order please make sure you have added related products needed for installation i.e. underlay, doorway profiles, glue, ect...
Payment can be made online, by fax, by post or by phone. Online payment can be made by Visa, Mastercard, Switch/UK Maestro, Delta and Solo, and is made through PROTX secure server. Completely Flooring (Completely Carpets Ltd) reserve the right to refuse sale of mistakenly described or mistakenly priced products. This does not affect your statutory rights as a consumer.

What method of payments do you accept?
Mastercard, Visa, Debit cards and Cheques.

What happens if I cancel my order?
If for any reason you need to cancel your order, you'll need to contact us as soon as possible on 0845 2600 607. If the product has been shipped already you will need to arrange for the return back to us at your cost. Orders not shipped do not carry a cancellation charge unless they where cut to size or specially ordered. We do not accept return of part orders or waste, opened or un-opened.

Do you have a return policy?
Completely Flooring will accept the return of whole orders (except special orders) within 7 days of receipt not including day of delivery. You will need to return the goods to us in the same condition as when they arrived, via your chosen courier. On receiving the goods we will issue a refund. This will be processed within 7 days of receiving the goods. In order to take advantage of this you MUST have a return authorization number; all returns without an authorization will be refused. Completely Flooring do not except the return of any unused or over ordered goods opened or unopened for any reason. If you have not been satisfied with any dealings you have had with us then please contact us. We shall respond to all enquiries within 3 working days of receipt.

What if my delivery contains damaged goods?.. VERY IMPORTANT: UNDER NO CIRCUMSTANCES WILL WE ACCEPT A CLAIM FOR DAMAGES OR SHORTAGES IF IT IS NOT NOTED WHEN SIGNING FOR THE DELIVERY. THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS OR INCLUDE MANUFACTURERS DEFECTS.
This happens infrequently, but sometimes flooring sustains minor damage during delivery or contains a manufacturer's defect. If this occurs, contact us immediately on 0845 2600 607. If items need to be returned please keep the original packaging. All returns and repairs must be arranged through our Customer Service Department (we are unable to pay for returns which we have not authorised). At the time you receive your order you need to be aware that you MUST check the order for damages or missing items. If you do not check the materials yourself, please make certain that the person signing for the items inspects them for damage or missing items. If no damages are noted on the delivery note Completely Flooring cannot be held responsible for any damages or shortages that occur. You should look for anything suspicious, such as rounded corners, denting and gouges. It is important at this stage to come up with an accurate count of damaged or missing pieces and note them on the delivery note. If upon closer inspection you decide that you might be able to utilize the damaged materials, you should still note the damages and attempt to make use of what you can. If after noting the damage you decide you cannot utilize the materials, contact us and we will advise you of what to do with the materials on hand. It is the customers responsibility to make sure the Flooring is fitted within the Manufacturers guidelines and that no Flooring is fitted with visable defects.

Warranties
Each product has a different warranty which is often stated on the products detail page. If this information is not shown then please call us for more information. This does not affect your statutory rights as a consumer. Your invoice acts as your warranty. A compulsory fee of £75 is chargeable for all inspections carried out. This is an independent service and is refunded should it be confirmed as a manufacturing fault. It is the responsibility of the customer to ensure that materials supplied are fitted correctly. We can provide full installation details if required.

Personal details
How will you use my personal details?
We have a strict policy of keeping all customer information entirely confidential. We will never pass your details on to a third party.

NOTE: Return policy regarding special order or cut pieces. Flooring manufactures and distributors do not accept returns on special orders or cut pieces. Special orders or cut pieces at Completely Flooring are not returnable. Once you have special orders or cut pieces, by themselves or accompanied with a larger purchase they, are non returnable and non refundable. Returns will not be accepted on all accessories and product overages not used.

AN IMPORTANT NOTE ABOUT PRODUCT IMAGES
Product images will vary in colour due to many factors such as monitor type, scan quality, etc. Images are not intended to duplicate exact visual appearance, but to serve merely as a guide or point of reference. If you require accurate visual inspection of a product for such things that cannot be conveyed accurately by an image, such as colour, feel, etc., we recommend you obtain a sample of the product to inspect prior to purchasing.

Complaints
We constantly endeavor to maintain the highest level of customer service, and we will do everything in our power to make sure that all of our customers are completely satisfied. However if you do have a complaint, please forward it in writing to our address shown on our 'contact us' page.

Samples

We recommend you obtain a sample of the product to inspect prior to purchasing. Samples packs can be purchased via our site.

These terms & conditions do not affect your statutory rights as a consumer. To further understand our obligations as a retailer you are welcome to consult "The Consumer Protection (Distance Selling) Regulations 2000" which can be viewed here: http://www.hmso.gov.uk/si/si2000/20002334.htm