Preparing your Quote

We aim to be fully transparent with our service, and the price of your accepted quotation should reflect the total cost you pay. Nevertheless, we strongly recommend familiarising yourself with the process so you’re aware of any potential issues before fitting to ensure there are no unexpected surprises later on. We've listed points to check below and provided a checklist within our downloadable Fitting Policy, so these can be reviewed and arranged if required, helping to avoid additional costs or delays at the time of fitting.

Testing Samples

Certain lighting or colours can completely change the way flooring looks. Samples may look one colour in our store but completely different in your room. This is why we strongly recommend taking samples home. The picture on the left shows mini squares of the exact same colour yet against the different backgrounds you'd never guess! If your walls are yet to be painted, paint large swatches of the new colour and compare against your flooring sample before committing to floors that may not work in your home.

Booking a Date

Once you've accepted the quotation and made payment, we'll order your flooring if it's not already in store. We'll get in touch as soon as it arrives to arrange a fitting date that suits you. Please let us know if you're in any rush or want to reserve specific dates - we can provisionally hold a date in the diary, but please be aware that dates can only be guaranteed once your flooring has arrived in store. This is to ensure there's no delivery delays or flooring/carpet faults that could hold up the fitting process.

Before the Day

Although any additional services will have been agreed and added to your quotation before acceptance, should you change your mind, please let us know before the day if you wish to add or remove extra services. Other things you may need to consider before the day are; if you'll need help with furniture removal, the condition of you flooring underneath (especially if switching up the type of flooring laid over) and if you may need your door planing to accommodate new, thicker flooring. All are explained below.

Avoiding Paintwork

To avoid walls being scuffed, paint or wallpapering should be done at least 7 days prior to fitting. While paint may feel dry to the touch in a few hours, it remains soft and vulnerable to damage from tools and heavy materials for several days. Our fitters go out of their way to avoid marks but these can sometimes be unavoidable when maneuvering large carpets in tight spaces. Newly painted walls can make this even harder to avoid. For this reason, we recommend leaving paintwork or wallpapering for after floor installation to try prevent this.

Subfloor Inspection

During your measure, we will try our best to inspect the state of your subfloor if necessary. In some cases, this cannot be known until the old flooring has been lifted and the subfloor is exposed. If in poor condition, this will need to be rectified to create a perfectly smooth and level base. This ensures a high-quality finish and helps maximise the longevity and performance of your new flooring. Our fitters will discuss this with you if subfloor prep will need to be arranged before fitting can commence.

Door Planing

Carpets can lose their bounce and flatten over time. When replaced with a new, springy underlay and a denser carpet, this can sometimes prevent doors from opening and closing comfortably. Changing your flooring type can also create the same issue, for example, switching from a hard floor to carpet, so it’s important to consider the combined thickness of your underlay and new flooring before installation. If the new flooring is too thick, alternative options can be explored, or arrangements can be made to have doors planed to accommodate the new floor.

Furniture Removal

For those who are vulnerable and may struggle to remove heavy furniture, we offer this service completely free of charge. Please note: we cannot remove certain items, such as plumbed appliances, and these will need to be arranged externally. If this service is required, it must be known before the day of fitting and a Furniture Removal Form must be read and signed.

Reschedule or Cancellation

We understand at times rescheduling cannot be avoided and we try our best to always accommodate to changes. We please ask that at least 24 hours notice be given prior to the fitting date to respect the installer's time and allow them to make alternative work arrangements for that day.

For cancellation of fitting, fees may occur if notice is not given, so please get in touch immediately to discuss.

On the Day

Once our fitters arrive, please inspect your new flooring to check it's correct and doesn't have any faults. Furniture must be fully removed from the rooms to be fit, unless furniture removal has been agreed prior as an additional service. After installation is complete, please pay our contracted fitters direct and let us know if you're happy. Although rare, issues can occur, so please let us know so we can try our best to resolve.

Installation issues

Although installation issues are the responsibility of our contracted fitters, we handle these on your behalf as part of our service. This means chasing up, mediating resolutions and ensuring issues are rectified promptly. We've worked with the majority of our fitters for many years and trust that any issues will be handled professionally. Please be aware that unfortunately, minor scuffs are at times unavoidable, but if you believe these are excessive and without due care, please let us know immediately for inspection. Our fitters will take photos before starting and after for us to monitor.

Balance Payments

Payment should be made in full on confirmation of quotation but for those who may struggle, we offer 50% payment options with the remainder due within a month from invoice, or on the date of fitting (whichever comes first). Balance payments must be made no later than the day of fitting unless alternative arrangements have been made in advance.

Aftercare Service

After time, issues may occur such as carpets coming loose from grippers. These issues can be easily rectified and arranged with our fitters, completely free of charge. If we aren't aware, we cannot resolve, so please do get in touch if there's anything at all you need to discuss. We're only a call away and our service doesn't stop the moment your flooring is laid.

Correct Care

Although the majority of floorings are very low maintenance, some need a little more care to ensure they last. Loop-pile carpets for example are not good for households with cats and both loop-pile or tufted carpets should avoid certain vacuum cleaners. Please ensure you have read and are familiar with any care instructions of your chosen flooring before ordering and after fitting. Most offer 10+ year warranty’s for peace of mind. 

Manufacturing Faults

We advise that you look over the carpet or flooring before fitting to ensure you’re happy. Most pole and line marks will drop out within a week or after some vacuuming, but if lines remain, please let us know. A manufacturing warranty typically lasts 1-2 years, dependant on each manufacturer and flooring. This warranty protects you against defects that were present when the carpet left the factory but may not have been immediately visible.

Carpet Stretching

Although rare, carpets can grow after fitting. This is due to environmental changes such as cold winter temperatures or being stored for long periods. This can cause ripples and bumps, loose edges where the carpet pulls away from walls or doors, or if there are any seams, these can become more visible or distorted. This issue can easily be rectified by letting us know as soon as possible, so we can book a date for our fitters to re-stretch your carpet once its acclimatised and if the carpet doesn’t settle on its own.