Sample orders:
Once you've placed your sample order and received your order confirmation, leave it to us! We'll be busy packing your sample box and will express ship your flooring samples to your nominated address. We understand that nobody likes to wait!

Flooring orders:
Exciting news, you're one step closer to your new floors. Once we receive your order, our team will start packing your flooring order for delivery or collection on your specified date. If we can't meet your requested date, our customer service team will get in touch with you.

Rug orders:
Great news, you're one step closer to your new rug. Once we receive your order, our team will pick your rug, and we will dispatch your order within 5 business days from the date of the order placement or by the requested delivery/collection date. Please be aware that if the roll is larger than 3m in length, the driver will need assistance unloading your order.

Decor orders:
After we receive your order, our team will start packing your flooring for delivery or collection on your specified date. Note some products might come from 3rd part warehouses so there can a delay. If we can't meet your requested date, our customer service team will contact you.

Shipping costs:
Your shipping cost is determined by your postcode and will be calculated when you check out. These prices remain fixed regardless of the size of your order. Please be aware that we do not deliver or allow order pickups on public holidays or weekends. Shipping costs are calculated during checkout based on the delivery address provided. Payment for all delivery services will be processed along with your purchase of goods.

Delivery:
It's essential that someone is at home and capable of assisting the driver in unloading your order on the designated delivery day. No specific delivery time can be provided, but we will advise an 4 hour delivery window and the driver will call an hour in advance before delivery if possible. If no one is present to accept the goods or assist in unloading, or if the delivery is canceled on the scheduled day, you will be charged for the non-delivery and a re-delivery fee. Adequate access must be available for the delivery.

Collection:
Ensure you arrive in a suitable vehicle to collect your order and provide adequate strapping to secure your load. Our team reserves the right to refuse loading your order into your vehicle if it's not considered suitable or safe.

What to expect after placing your order:
The day before your delivery, you'll receive an email confirming an expected 4 hour delivery slot for your new purchase.


Stock availability:
While we strive to maintain accurate stock counts, discrepancies may occur. If an item is out of stock, we'll hold your order until it becomes available and our customer service team will confirm the expected stock availability.

Local dispatch:
Orders are typically dispatched within 3 business days of order payment. Our warehouses operate Monday to Friday during standard business hours, except on national holidays, when the warehouse will be closed. We aim to minimize shipment delays during such times.

Remote areas:
We can deliver to remote areas; however, shipping costs will be provided upon application. All deliveries must be collected from the on-forwarding carrier's depot. Contact customer service for a quote at 087 012 6110.

Installation:
We strongly advise against booking installers until your new floors have arrived. We cannot be held responsible for any consequential losses due to delivery problems or improper acclimatization of the floors.