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  • The Floor Store Ltd
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Frequently Asked Questions

Payment

Delivery Options

  • Where do we deliver?
    We deliver throughout the UK and Ireland. All prices stated are exclusive of VAT.
  • How long does my floor take to be delivered?
    We ship your floor the day after you order. The standard service takes 48 hours on weekdays from then. Weekends are not included.
  • Delivery Pricing
    UK DELIVERY
    We deliver to most places in the UK however the cost varies depending on your post code. CLICK HERE.

    IRELAND DELIVERY
    For delivery costs to the Republic of Ireland please CLICK HERE.
  • Notes about delivery
    All pallet deliveries are delivered to the kerb-side (the street outside your home).

    Hauliers are not able to unpack your order - please ensure that you have someone available to receive your delivery and bring it inside.

    Orders containing different types of product will be combined onto the same pallet wherever possible in order to minimise the delivery cost.

Returns & Refunds

  • Can I return flooring once purchased?
    You may decide to return your order to us within 7 days of having received it stating the reason for your decision by e-mail before organising uplift of the goods. It is your responsibility to arrange and pay for the return and the appropriate insurance of the goods, we will apply a 25% handling and re-stocking charge. The goods must be returned in their original condition and upon receipt and inspection any residual refund owing to you will be made within 30 days by the same payment method you used for the initial purchase.

    We reserve the right to refuse returns for refunds or replacements if the goods are not returned to us in a saleable condition unaltered or removed from the original packaging. Any goods returned must be in a condition suitable for re-sale.

    Special order items and non-stock items, products which have been custom-made, modified or are bespoke to your requirements cannot be changed or refunded once we have confirmed the order to you.
  • Faulty Goods
    In the event that your goods are faulty, you must contact us by e-mail within three working days of receipt of the goods and provide appropriate photographic evidence of the fault. While every effort is made to supply you with the correct product in perfect condition, on occasion errors are made or a floor is not up to standard. It is imperative that you check your floors for any of the following potential faults prior to commencing any alterations: visible manufacturing defects i.e. warping or bowing beyond the 6mm tolerance.

    Please remember that, by fitting or finishing your floor or making alterations in any way, you will be deemed to have accepted the goods as supplied. In the event that goods have a manufacturing defect requiring replacement or refund our liability will only extend to the replacement value of the faulty goods and we will not be held responsible for any additional costs incurred i.e. fitting, finishing etc. We are not responsible for payment of consequential losses arising from a product failure. The goods must be returned in their original condition and upon receipt and inspection any residual refund owing to you will be made within 30 days.
  • Product guarantee
    Goods supplied by the Floor Store Ltd are guaranteed against manufacturing defects for twelve months from the date of receipt as long as the conditions of sale have been adhered to. (Please refer to installation, finishing and maintenance). The Floor Store Ltd. shall not be responsible for any incidental work or expenses arising out of or because of any defect in our product. If a product develops a fault within twelve months of purchase it will be replaced/repaired free of charge after proof of purchase has been established. No responsibility however can be accepted if wrongful or incomplete installation was carried out by the customer or their representative.

General Information

  • Who we are
    The Floor Store was established in 1975 and has been supplying floors for more than thirty years. Anyone building a new house or renovating can come and view some of the largest selection of these products in the UK & Ireland.

    With over fifty highly-trained and experienced staff, we are confident we can offer you a level of service to match your expectations.

    We have over thirty experienced joiners who specialise in the fitting of floors in our local area. They all have their own vans and the fitting price includes delivery.
  • Opening Times
    See our contact page for details.
  • Contact Us
    ABBEYCENTRE SHOWROOM:
    T: 028 9085 46263
    Longwood Road, Whiteabbey, Co. Antrim, Northern Ireland, BT37 9UL

    BOUCHER ROAD SHOWROOM:
    T: 028 9068 3399
    Boucher Road, Belfast, Co. Antrim, Northern Ireland, BT12 6HR

    READING SHOWROOM:
    T: 0118 207 791826
    Portman Road, Reading, Berkshire, England, RG30 1EA
  • Personal Data
    This privacy policy sets out how The Floor Store Ltd. uses and protects any information that you give us when you use this website.

    We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, you can be assured that it will only be used in accordance with the data Protection act 1998.

    Your personal information will be used by The Floor Store Ltd. and for delivery purposes only.

    What we collect
    We may collect the following information:
    • contact information including email address
    • other information relevant to customer surveys and/or offers

    What we do with the information we gather
    We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
    • Internal record keeping
    • We may use the information to improve our products and services

    Security
    We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

Flooring

  • Preparation
    Storage:
    Flooring must be stacked on a level surface to prevent boards from bowing. Flooring must be stored indoors in dry conditions in the original packaging avoiding areas of excess heat i.e. radiators.

    Acclimatising your floor:
    Acclimatisation of your floor to the room conditions is crucial. Proper acclimatisation will reduce the amount of movement within your floor after installation.

    The floor should be placed in the room where it is to be installed prior to fitting (three days for a laminate floor and seven days for a solid/engineered timber floor.

    Spread the flooring in its original packaging as much as practically possible around the room ensuring that the boxes are stacked no more than three high.

    Inspection:
    All floors must be inspected prior to fitting and it is recommended that the installation is overseen by the customer. No complaints for defective boards will be entertained after the floor has been installed. The floor fitter is the most important person to the customer as he decides on the final appearance of the floor. It is important to work from several boxes at a time when fitting all floors.

    This enables the fitter to decide on the best mix of colour and grain to achieve the best looking floor. If a board is not deemed suitable or visually acceptable it should be discarded. This is classed as natural wastage and with further wastage due to cutting and fitting it is strongly recommended that an additional 10% is added to your requirement. All our flooring is supplied in full box quantities only, and in the event of returns only full unopened boxes will be refunded. However it is always advisable to keep any extra boxes in safe storage in case they should be required at a later date.

    Sub floor preparation:
    The floor must be installed on a firm, sound, level and clean sub floor. Any discrepancy of more than 2mm over a 1 metre length should be corrected using a suitable floor levelling compound.

    The sub floor must be sufficiently dry, this means a maximum moisture content of 2.5% for a concrete sub floor with cement and only 0.5% for concrete floors with anhydryt. This moisture content should be measured at depth throughout the whole floor not just at the surface. The relative humidity in the room at the time of installation should be between 45%-60% at a temperature of 18 degrees. For these reasons we only recommend that professional floor fitters who possess the necessary equipment to check the moisture content of your sub floor and the relative humidity of the room, are used to install your floor. It is important to ask the joiner/carpenter to provide you with these readings which you should retain. This information will be required by us if there is a problem at a later date.
  • Installation
    Installation:
    An expansion gap of 10-12mm must be left around the complete floor i.e. under thresholds, architraves and around fireplaces. A suitable underlay must also be used when floating floors.

    Quality waterproof wood glue should be used in compliance with the manufacturer’s specifications when installing a floating floor.

    The manufacturer’s instructions and the conditions of sale will give in depth information on specific installation methods and requirements. These should be adhered to in conjunction with our conditions of sale.

    Underfloor Heating:
    Where there is underfloor heating we only advise the use of a floated engineered timber or laminate floor in conjunction with a specifically designed underlay for this purpose.

    Carefully follow the manufacturers’ instructions when installing a floor over a radiant underfloor heating system.

    After installation it is essential that your floor undergoes a conditioning period where the heating system is gradually increased by 1 degree every 2 days up to the required temperature. As we cannot oversee this crucial conditioning period we regret that no guarantee can be given on any product in this situation.
  • Maintenance
    Floor Maintenance:
    Do not wet wash your laminate or timber floor. If there is a spillage it must be dried immediately with a dry cloth to limit the amount of water ingress into the floor. For periodic cleaning we strongly recommend the use of a specialised floor product which we can supply.

    Laminate flooring:
    This really is one of the easiest flooring types to care for. It is incredibly resilient and can be fitted in any room for a stunning finish that will last for many, many years. To maintain your laminate floor we advise our customers to vacuum them regularly and use a damp – not wet – cloth to clean up any spillages. Make sure that you don’t use too much water or cleaning detergents to clean your laminate floor. The best method for cleaning is to vacuum or sweep your laminate flooring first to clear any loose dust or grit. Then spray a fine mist of water over the floor in manageable sections, and then wipe them dry making sure you don’t use a non-abrasive, clean cloth.
  • LVT Vinyl Flooring
    What is LVT Vinyl flooring?
    Vinyl flooring comes in a range of finishes including wood effect which is indistinguishable from an authentic floor, the material is completely stable and scratch resistant, it is long lasting and incredibly durable, it is scratch, stain and fire resistant, it’s immune to the sun’s rays, it’s warm, quiet and easy on the feet and is very easy to fit so keeping fitting costs to a minimum.

    How do I lay vinyl flooring?
    Vinyl doesn’t need a subfloor, it uses the click system to ensure tight and consistent joints between every board.

    Does Vinyl flooring need an underlay?
    No, that’s what’s so great about this innovative product. It is a floating floor, and the existing subfloor doesn’t need to be perfect. If it is damp or powdery, we will simply lay a damp proof membrane. It also needs no drying time after the floor is laid, and will be perfectly flat and even, regardless of whether there is some movement on the subfloor.

    Where can Vinyl flooring be installed?
    Vinyl is a hardwearing and water resistant material so it is the perfect choice for any area of your home, including, a bathroom or shower room.
  • Laminate Flooring
    What is laminate flooring?
    Laminate flooring is a multi-layer synthetic flooring product fused together with a lamination process. Laminate flooring simulates wood with a photographic applique layer under a clear protective layer.

    Laminate flooring is quick and easy to install without the need of adhesive. Each board is manufactured with a click interlocking system however different manufacturers can vary slightly. You must follow the specific installation instructions that come with each box.

    How do I install laminate flooring?
    An expansion gap needs to be left with all laminate flooring that is fitted in your home. Wherever your laminate floor meets a fixed object such as a skirting rail, door, pipes etc. you will need to allow a gap of 1.5mm for every metre in length and width.

    Laminate flooring can be laid in your home either lengthwise or width-wise. It really does depend on the room and your own personal choice. We recommend laying the floor in the same direction as the main light source and the main front door.

    Does Laminate flooring need underlay?
    It is important to use a suitable underlay. There can be a lot of moisture stored in concrete floors that you are unaware of. You need to make sure that there is no contact between this moisture and your new laminate flooring otherwise it will ruin the floor.

    Where can laminate flooring be installed?
    Because laminate flooring is essentially comprised of compressed wood, we don’t recommend that it is installed on wet or humid locations such as a bathroom or shower room. This is because it could cause your laminate flooring to warp or swell.
  • Real Wood Flooring
    What are the benefits of real wood flooring?
    Wooden Flooring - Engineered real wood flooring can be beneficial for providing greater performance and stability than other floors.

    Wood is a natural product that is subject to movement, marking and shading. Using an engineered floor will minimise the amount of movement as this product offers much greater stability than a solid wood floor. An engineered floor is constructed by using a base layer to add stability with a real wood top layer. As each board is an individual piece of wood uniform movement cannot be guaranteed, some boards may react differently from others and uneven spacing may appear.

    How do I install real wood flooring?
    An expansion gap needs to be left with all wood flooring that is fitted in your home. Wherever your solid hardwood, or engineered wood floor meets a fixed object such as a skirting rail, door, pipes etc. you will need to allow a gap of 1.5mm for every metre in length and width.

    Hardwood flooring can be laid in your home either lengthwise or width-wise.
    Engineered flooring can be floated using a suitable heavy duty underlay and each board individually glued together.
    Solid flooring should be fixed to the sub floor rather than floated to increase stability.


    Does real wood flooring need underlay?
    Engineered flooring can be floated using a suitable heavy duty underlay and each board individually glued together.

    Where can real wood flooring be installed?
    No it is not recommended to install engineered wood flooring in bathrooms or wets areas. Areas such as kitchens or toilets are fine as long as any spillages of water are cleaned up as soon as possible.

    What’s the best alternative to wood flooring?
    Laminate and luxury vinyl flooring are both extremely versatile flooring products. They can be installed in virtually any room of your home. With recent manufacturing developments the look as well as the feel of these products are very close to real wood.
  • Can I order a flooring sample?
    Yes - just click the 'Order Sample' button on the product's page. We charge only 99p for each sample and delivery is free. Samples will be approximately 190mm x 50mm in size.