Question 1

How long will shipping take on my order?

Accepted Answer

Standard delivery for in-stock products takes approximately 3 to 6 working days from dispatch, with around 1 working day for order processing. While we cannot offer expedited shipping, we work closely with our delivery partners to get your order to you as quickly as possible.

Question 2

How much does delivery cost?

Accepted Answer

FREE standard delivery on all orders above £650. For orders under £650, we charge a flat £39.99 UK-wide. This covers specialised kerbside pallet delivery so your flooring arrives in perfect condition.

Question 3

Can I collect my order directly from your warehouse?

Accepted Answer

No, we do not offer customer collection. To ensure safety, warehouse efficiency and pallet network performance, all orders are dispatched and delivered directly to your address.

Question 4

How is my flooring delivered?

Accepted Answer

Deliveries are handled by specialised third-party pallet networks and arrive kerbside - the driver brings the pallet to the nearest safe access point outside your property. We strongly recommend someone is available to help move the boxes inside. Please don't book a fitter until your flooring has arrived and been checked.

Question 5

What does 'curbside pallet delivery' actually mean?

Accepted Answer

Flooring is shipped on large wooden pallets via HGVs fitted with tail lifts and manual pallet trucks. The driver unloads the pallet and wheels it to the nearest safe, flat, hard-paved surface at the boundary of your property (kerb, driveway or entrance). Drivers are not insured or equipped to cross gravel, grass, soil, steps or inclines, and cannot carry packs into your home. Please have one or two able-bodied people available to receive the pallet and move the packs inside.

Question 6

When will my flooring arrive and what are the delivery hours?

Accepted Answer

Standard deliveries land in approximately 3 to 6 working days from stock verification, unless you selected a specific future date. Once the pallet reaches your local hub, the carrier contacts you by SMS or phone to book a day. Deliveries are typically made Monday to Friday between 8:00 AM and 6:00 PM.

Question 7

What happens if items are not currently in stock?

Accepted Answer

Don't worry - we work directly with all our leading manufacturers. We'll order your stock straight from the supplier, and the moment it arrives at our hub we dispatch on a next-day service. If supplier stock lands with us before 1:30 PM, it goes out the same day. Special-order items still typically fall inside our standard 3 to 6 working day window.

Question 8

How do special orders work?

Accepted Answer

Invictus floors are special-ordered directly from the manufacturer. They typically follow our standard 3 to 6 working-day timeline to arrive at our warehouse, but may take longer subject to supplier stock. Once received, we dispatch on a premium next-day service.

Question 9

Will I receive tracking information?

Accepted Answer

Yes. Once your order is securely packed and dispatched, you'll automatically receive an email with full tracking so you can monitor your delivery's progress.

Question 10

Can I modify my order or change my delivery address?

Accepted Answer

We can update order details or your delivery address as long as the shipment hasn't left our warehouse. Email support@flooringmonster.com with your order number and the changes and we'll sort it for you.

Question 11

What happens immediately after I place my order?

Accepted Answer

You'll instantly receive an order confirmation email with your order number and a full summary of products, quantities and billing details. Behind the scenes, our logistics team runs a two-step check: payment clearance for security, and stock allocation so your batch numbers are matched for consistent colour and texture across every pack.

Question 12

Can I change or cancel my order after it has been placed?

Accepted Answer

Within 2 hours of ordering, contact support and we'll do our best to add accessories, adjust quantities or amend details before the order is picked. After 2 hours, the order is locked, batch-matched and loaded for transit, so additions must be placed as a new order and reductions follow our standard returns policy.

Question 13

Should I book my installer for delivery day?

Accepted Answer

No - we strongly advise against it. Deliveries can occasionally be delayed by traffic, weather or vehicle issues, and your flooring needs to acclimatise inside your home before it can be laid. Flooring Monster is not liable for installer standby or cancellation charges caused by delivery delays or transit damage claims.

Question 14

Why is the delivery-day inspection so important?

Accepted Answer

Although pallets are heavily wrapped and edge-protected, minor transit damage can occasionally happen across a multi-stage pallet network. A quick inspection before signing protects you financially and avoids project delays - it's the only way to keep a free replacement claim valid.

Question 15

How do you protect my order during packing?

Accepted Answer

Every pallet is hand-stacked and wrapped in multiple layers of industrial-grade shrink wrap. Before dispatch, our team photographs each pallet from multiple angles. These dated photos are stored on our servers and used to fast-track any carrier claim if damage occurs in transit.

Question 16

What should I check when the delivery arrives?

Accepted Answer

Before signing the driver's paperwork or terminal: (1) count the packs, accessories and adhesives against your delivery note, (2) inspect the outer wrap and pallet for tears, breaks or crushed corners, and (3) check the short ends and corners of the boxes carefully - LVT click joints and wood tongues are the most delicate.

Question 17

How do I report transit damage or missing items?

Accepted Answer

Do NOT refuse the delivery - accept the full pallet, including damaged items. Clearly write 'DAMAGED' and the exact number of affected boxes on the driver's note or digital terminal before signing (signing 'unchecked' or 'received in good condition' waives your right to a free replacement). Take clear photos of the damage on the pallet and close-ups of the product, then email support@flooringmonster.co.uk with your order number, photos and pack counts within 48 hours of delivery. We'll dispatch free replacement packs on a priority express service.

Question 18

Why does flooring need to acclimatise?

Accepted Answer

LVT, engineered and solid wood expand and contract with temperature and humidity. If laid straight from a cold delivery van, the planks will expand as your home warms, causing joints to peak, buckle or lift. Acclimatising lets the material reach equilibrium with your home before it's clicked or glued down - and it protects your product warranty.

Question 19

How long should I acclimatise my flooring?

Accepted Answer

Keep packs sealed and lay them flat in the room of installation. LVT (click, glue-down or loose-lay): minimum 48 hours at 18-26°C and 35-60% RH. Engineered wood: minimum 72 hours at 18-22°C and 45-65% RH. Solid wood: minimum 7 to 10 days at 18-22°C and 45-65% RH. Do not open the packaging until the hour of installation.

Question 20

How should I store the boxes during acclimatisation?

Accepted Answer

Keep all packaging sealed until installation. Always lay boxes completely flat - never lean them upright against a wall, which warps the planks. Cross-stack in a grid pattern no more than 5 boxes high so air circulates evenly. Avoid cold garages, damp basements, unheated outbuildings and any spot next to radiators or direct heat.

Question 21

How important is subfloor prep?

Accepted Answer

It's everything. Over 90% of flooring failures are caused by poor subfloor preparation. Your subfloor must be clean, flat, rigid and - most importantly - completely dry before any LVT, SPC or wood is installed.

Question 22

What are the moisture standards for concrete and screed subfloors?

Accepted Answer

Concrete and screed must comply with BS 8203 (resilient floor coverings) and BS 8201 (wood-based coverings). Relative humidity must not exceed 75% RH (or 65% RH for solid wood). Test with a calibrated surface hygrometer or in-situ probe - simple pin meters or visual checks are not compliant. As a rough guide, concrete dries at about 1mm per day for the first 50mm and significantly slower after that. If RH exceeds 75%, apply a liquid epoxy damp proof membrane (DPM) before laying.

Question 23

How do I prepare an anhydrite (calcium sulphate) screed?

Accepted Answer

Mechanically sand the surface roughly 7-21 days after pouring to remove the weak, dusty 'laitance' layer. The screed must test below 0.5% moisture by weight (or 75% RH) before LVT can be installed. Apply a specialist acrylic primer to seal the screed before any cement-based levelling compound or adhesive, otherwise a destructive chemical reaction can occur.

Question 24

What about timber or plywood subfloors?

Accepted Answer

Securely screw down all floorboards to the joists to eliminate movement and squeaks. Overlay with a minimum of 6mm flooring-grade plywood conforming to BS EN 314-2 (Class 3 Exterior) or SP101 - standard DIY-grade plywood can delaminate. Acclimatise the plywood in the room for 24 hours, then fix with ring-shank nails or screws at 100mm spacing along the edges and 150mm in the centre.

Question 25

What is your returns policy?

Accepted Answer

We accept returns within 30 days of delivery on complete, unopened and factory-sealed packs in perfect resalable condition. There is no restocking fee. Return shipping is the customer's responsibility.

Question 26

Should I return my extra, unused flooring boxes?

Accepted Answer

We strongly recommend keeping at least one spare box. Colours and patterns can be discontinued by manufacturers, and batch variations occur over time. A spare from your exact original batch is invaluable for future repairs.

Question 27

What condition must surplus packs be in to be returned?

Accepted Answer

We can only accept complete, unopened, factory-sealed packs in their original, pristine cardboard packaging. Individual loose planks, cut pieces or damaged boxes cannot be refunded. There is no restocking fee on change-of-mind returns.

Question 28

Where do I send my return and how should it be packaged?

Accepted Answer

All returns must be securely packaged on a pallet or in heavy-duty wrapping to prevent transit damage, and sent to: Flooring Monster, 171-173 Bolton Rd, Blackburn, BB2 3QJ. Please take clear photos of the securely packaged items before sending - if they arrive damaged due to poor packaging, we won't be able to issue a refund. Once received, inspected and verified, your refund is processed back to the original payment method.

Question 29

What if I run short and need just one more pack?

Accepted Answer

Contact support straight away and give us the batch or run number printed on the side of your original boxes. We'll do our absolute best to match the exact batch from our warehouse so there's no visible shade or sheen difference across your floor.

Question 30

Can I order samples for Invictus?

Accepted Answer

For Invictus samples, the fastest route is to order directly from the manufacturer's official website. This saves transit time as the samples ship to you directly rather than via our warehouse.

Question 31

Do I need adhesive/glue for my LVT or SPC flooring?

Accepted Answer

SPC uses a click-lock system floated over underlay - no adhesive required. Glue-Down LVT must be fully bonded. For Glue-Down LVT we recommend UZIN KE 49 HT (6kg tub covers about 18 to 21 m², £79.99; 14kg tub covers about 42 to 49 m², £149.99. Rule of thumb: 3 to 3.5 m² per kg, less on porous or absorbent subfloors).

Question 32

Do you sell design strips / stripping?

Accepted Answer

Yes - we stock standard 3mm × 914mm design strips for LVT (36 strips per pack). Check linear meters required with your installer before ordering.

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