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Customer Services

Shipping & Delivery

Delivery Information

When ordering your items and you have added them into your basket and you have entered your details you will be able to select your delivery date. The lead time on each item is listed for you, it displays the soonest available date and if required you can select this date or any date in the future. Your order will be processed, packed and stored for delivery on the date that you choose. If your order is scheduled for delivery on the soonest option please notify us at least 24hrs before delivery if your circumstances change and you need to amend the date. For orders that are booked further in advance please contact us at least 72 Hrs before the date that you have picked as orders that are placed in advance, may be dispatched 48Hrs prior to delivery.

All items on the website have a fixed lead time, we try to keep this as accurate as possible but from time to time we may need to amend your delivery date. If this is the case you will receive an updated delivery date email as soon as we are aware (normally within 24hrs of your order being placed). If the new delivery date is not convenient please either call (within our office opening hours) 0333 600 1365 or email [email protected] immediately with your order number and request the date that you require.

Delivery Options

Our delivery costs vary depending on the products that you order and your location, this will automatically change in your basket when you select the items and delivery option.

Standard Delivery now includes the following:

  • 2 Day or booked date delivery
  • Delivery between 8am – 6pm on the date you have selected
  • Kerbside delivery only
  • Pre-Delivery phone call 30 mins to 1hr before arrival
  • Free* on most orders over £400.00 (inc VAT)
  • One person delivery

For certain products and locations there are further premium options that you can choose and the costs for these services are reflected in the basket when they are selected.

Premium Delivery Options, the same as our Standard Delivery plus the following extras:

  • AM (8.00am – 12.00pm) + £19.99 inc VAT
  • PM (12.01pm – 6.00pm) + £19.99 inc VAT
  • Timed Delivery (3Hr Booked Window) + £24.99 inc VAT
  • Saturday Delivery (Normally 8.00am – 12.00pm but can vary) + £39.99 inc VAT

*Free Delivery areas are mainland UK excluding Scotland.

Delivery Costs

Laminate, Vinyl, Engineered & Solid Flooring Delivery

To Mainland UK (Excluding Scotland)

Spend £0.00 – £399.99 inc VAT: Standard Delivery is £39.99 inc VAT

Spend £400.00 inc VAT and over: Standard Delivery is FREE

Additional Delivery Zones:

Scotland Zone 1 + £40.00 inc VAT Postcodes: DD, DG, EH, FK, G, KA(1-26, 29-30), KY, ML, PH(1-14), TD)

Scotland Zone 2 + £75.00 inc VAT Postcodes: AB, IV(1-28, 30-32, 36, 40, 52-54, 63, Excluding Isle of Rassay POA), KW(1-3, 5-14), PH(15-26, 30-41, 49-50)

Scotland Zone 3 + £105.00 inc VAT Postcodes: HS(1-9), IV(41-49, 51, 55-56), KA(27-28), KW(15-17), PA(20, 41-49, 60-78,80), PH(42-44), ZE(1-3)

Northern Ireland + £50.00 inc VAT All BT Postcodes

Republic of Ireland + £85.00 inc VAT

Channel Islands - Jersey JE(1-5) & Gurnsey JE(1-8) + £135.00 inc VAT, Alderney GY9 & Sark GY10 + POA

Isle of Man IM + £110.00 inc VAT

Isle of Wight PO(30-41) + £55.00 inc VAT

Worktops & Wall Cladding

To Mainland UK (Excluding Highlands & Islands)

Spend £0.00 – £299.99 inc VAT: Standard Delivery is £59.99 inc VAT

Spend £300.00 – £599.99 inc VAT: Standard Delivery is £29.99 inc VAT

Spend £600.00+ inc VAT: Standard Delivery is FREE inc VAT

Accessories, Sinks & Taps

To Mainland UK (Excluding Highlands & Islands)

Spend £0.00 – £99.99 VAT: Standard Delivery is £9.99 inc VAT

Spend £100.00+ Standard Delivery is FREE

Delivery Terms & Conditions

The delivery service offered is KERBSIDE only. Once your order is confirmed for delivery there MUST be an able bodied person/s at the delivery address to accept delivery, and to take the goods into the property or a safe place. It will be at the driver’s discretion if he/she is able to help take any goods into the property or a safe place. Failure to provide the above will result in a failed delivery and may be subject to additional re-delivery charges.

Deliveries to some parts of Scotland, NI & Ireland may take an additional day for delivery as soon as we know the delivery date in these cases we will let you update you with the new delivery date. The vehicles used for deliveries are large lorries, if there is any restricted access you MUST notify us prior to delivery. This could result in a slight delay in delivery and also additional surcharges may be added. As the delivery service now offered is Kerbside only, unfortunately we are unable to process any requests for goods to be left without a signature in a secure place. Standard deliveries will take place between 08.00 and 18.00 Monday to Friday Excluding (Bank Holidays).

Estimated time of delivery can be requested, this is at the Couriers discretion and we cannot guarantee we will be able to provide this information. The driver should contact you approx 1 Hour before delivery, however it is recommended that someone is at the delivery address for the duration on the booked day (or time window depending on the delivery option). Whilst every effort is made to call, we cannot guarantee that the individual driver will do this.

PLEASE NOTE - The delivery driver is only contracted to remove the goods from their vehicle and therefore does not have to get the goods into your home. However, some drivers don't mind helping if asked politely but be mindful that they are not obliged to help move the goods.

Damages

Upon receiving your order you must carefully check the goods for any visible signs of DAMAGE. If unfortunately, your order has been damaged in transit please accept the delivery and write the word DAMAGED in the signature box (along with your signature).

Once you have had chance to inspect the goods please let us know if any of the materials inside the packaging require replacement. To do this simply send us an email with pictures of any damage to [email protected] with the word DAMAGED followed by your order number in the subject.

All claims for damage must be made within 24hrs of receiving your delivery. Any claims for damaged goods may not be able to be processed outside of this timeframe.

Failed Deliveries

If delivery is attempted as arranged but delivery cannot be made due to site unattended, inadequate help to off load the goods or goods are refused, the delivery charge will not be refunded and any re delivery / return to sender charges may be chargeable. These charges will be the same as the standard delivery charges for your postcode. Wood2U can accept no liability for costs caused by late deliveries or for any other reason.

Booked a fitter?

If you have already booked a fitter to install your flooring / worktops, etc we strongly advise you to not confirm their start date until the goods have arrived safely with you and they have had time to be checked and you are happy with them as unfortunately we cannot be responsible for any consequential losses due to the goods not arriving in time.

Privacy & Security

Please veiw our full Privacy Policy here.

Please view our full Cookies Policy here.

Returns & Replacements

We know that all of our products are top quality and at great prices, however we know that sometimes people change their minds.  We understand that the flooring cannot be inspected without opening the packaging and, in this case we expect no more than one pack to be opened for inspection. If your order is for two or more items and you wish to return part of the order then we will only accept any items that are unopened, and in the original packaging. Please note that opening the packaging will allow air to circulate at the edges of the flooring and may make it unsuitable for further use due to moisture issues. In these circumstances we will only accept one opened package.

If you do decide to return your order, you can cancel up to 14 days after the day of delivery for a full refund (Excluding any delivery costs). Before returning any items please contact our customer service team via email on [email protected] with the word RETURN followed by your order number (e.g. RETURN-71234) in the SUBJECT line of the email. Please include a list of the items that you wish to return so we can let the warehouse know what to expect and we will supply you with a Wood2U Customer Returns From which must be printed out, completed and attached to the parcel / pallet along with the returns label.

All returns must be sent to (unless instructed otherwise):

Wood2U LTD
Returns Department
51 Somers Road
Rugby
Warwickshire
CV22 7DG

The returns department can accept deliveries as follows:

Monday – Thursday: 07.30 – 16.30

Friday: 07.30 – 15.00

Bank Holidays & Weekends – CLOSED

Please make sure any goods are securely packaged and where required palletised. Unfortunately any costs for damaged goods will be taken from the total refund amount. Please remember, in all situations where there is no manufacturing fault, you are responsible for returning the goods to us at your expense, within 30 days of purchase. Any returned goods must be complete, in their original packaging, unused and in "good as new" condition.

If the products arrive with a manufacturing fault, please contact our Customer Services team immediately and the appropriate action can be taken.

If your order arrives as arranged but we're unable to deliver because there's nobody home, there's inadequate help available, the goods are refused, or the order is cancelled whilst in transit (goods are in transit 24hrs before the chosen delivery date) you may be liable for any additional costs incurred for the goods being returned.

Please note – unfortunately, we can’t accept products which are bespoke, made to your specifications or cut from a roll unless they’re faulty.

Flooring Returns Restrictions

We are not obliged to accept any returns – whether partial or complete – after 14 days after ordering. However, we will always try our best to accept back stock in any situation where it’s possible. Ultimately, returns are only accepted at the discretion of a management level staff member in these cases a re-stocking fee of 25% will normally be applied.

Please remember, in all situations where there is no manufacturing fault, you are responsible for returning the goods to us, at your expense, in complete, unused, and in "as new" condition and within 30 days of purchase.

If you have any concerns, please give us a call before your order and we will be happy to explain any restrictions on your product choice. 

We are only able to accept back orders where the product:

  • Is kept in stock in our warehouse.

  • Is not a special order and is currently sold on our website.

  • Is returned in full packs – no partial packs will be accepted.

  • Is in perfect unused condition.

Please also note that we are unable to accept back grass/carpets in any situation as they are cut to fit. We strongly recommend that products are returned to us in the original packaging, as this is designed to keep the flooring as safe as possible in transit.

Refunds

Once the items have been received and checked in our warehouse we aim to refund customers within 14 days, or in the case of orders cancelled before dispatch, as soon as we receive written confirmation of your intention to cancel your order. Where orders have received free delivery, a delivery cost of £39.99* will be deducted from the total refund amount. Where items purchased are on a tiered price system your order will be recalculated based on the total number of items kept and any adjustment to the total will then be made before the refund is made.

*This cost may be more depending on your location please ask for further information if you are unsure or go to the Delivery Information Page.

This does not affect your statutory rights as a consumer.

Please inspect your goods immediately upon delivery. No claims with regard to damaged items can be made after the courier has left the delivery address, unless the goods are signed for as damaged on delivery. NOTE: Damaged goods should be returned with the courier.

We do not accept part order returns but, we will accept cancellation of complete orders for whatever reason within 14 days of receipt of goods, providing the items are unopened in the Original Packaging. We understand that the flooring cannot be inspected without opening the packaging and, in this case we expect no more than one pack to be opened for inspection. Please note that opening the packaging will allow air to circulate at the edges of the flooring and may make it unsuitable for further use due to moisture issues. In these circumstances we will only accept one opened package. You will need to return the goods back to us at your own cost. Notice of cancellation must be made by email to [email protected] .

After 7 days we cannot accept returned goods if they are no longer saleable. If goods have been delivered at a value where free delivery is applicable, a charge of £35 will be deducted from your refund in addition to the restocking fee of 30%.

This does not affect your statutory rights as a consumer'.

Ordering

All orders can be placed through the website. We can take orders over the phone when the billing address is the same the delivery address and you are the person named on the card.

Payment, Pricing & Promotions

Payment can be made either by card over the website, or in person in our showroom or via Bank Transfer direct into our bank account.

Viewing Orders

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Updating Account Information

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