Helpcentre

Help Centre

Choose an area in which we can help..

Find the answers to your solid & engineered wood questions as well as any #fs related queries!
Qs ABOUT...DELIVERY
Do you deliver internationally?

We do not currently ship our products internationally.

Can I collect my order?

No. Sadly we do not have a public-facing front where you can collect your items.

How do I change my delivery address?

If you would like to change your delivery address, you can do this by contacting our Transport team.

What are your delivery rates?

Standard Delivery

Our standard delivery is £39.95

With this service you can select a weekday delivery date of your preference (excluding weekends and bank holidays), from a minimum of three working days from when you place your order. This delivery service is available for all UK mainland addresses and chosen delivery dates are upheld where possible. In the circumstance where this can't be adhered to, a member of our Customer Service team will contact you to arrange a convenient time for you.

We do advise all customers not to book a fitter for their artificial grass until they have received it and are happy with their artificial grass.

Highlands

Deliveries made to Highlands postcodes require an additional surcharge dependent on items ordered. You will be notified if your postcode qualifies for this surcharge on entering your address during your order.

Please note when choosing your delivery date that Highlands deliveries can take 3-5 working days. In cases of offshore islands like Stornoway, Orkney and Shetlands, we may not be able to deliver at all.

What happens if nobody is home when my order is being delivered?

If no-one is going to be home please please visit our tracking page where you will be able to re-arrange your delivery, or specify any special delivery requirements.

We don’t advise leaving your order outside your home but please get in touch, to advise us that this is what you would like our drivers to do as we will only do this if we have been instructed to. Please leave a signed note in clear view instructing the drivers where to leave your order.

When will my order be delivered?

When placing your order you can specify the working day (from three working days after your order is placed) you would like your order to be delivered on. Your order will then be delivered on your specified day between 7am and 6pm.

If your order is to be delivered by one of our vans you will receive a text message the day before with an estimated delivery time. Please allow for half an hour either side of this delivery time to allow for traffic.

Alternatively you can track your order via our tracking page.

If one of our external couriers are delivering your order we are unable to specify a time of delivery. You can however contact our Customer Service team on the day of delivery, who will put you in contact with your local depot who may be able to help you further.

Where is my order?

If you are looking for the date your order will be delivered you can find it specified on your email receipt. If you didn’t specify a date of delivery your please contact our Customer Service team or track your order using your order reference via our tracking page.

If you would like to check what status your order is at you can view this by clicking on the ORDER PROGRESS link found in your email receipt. This will tell you your orders progress.

If your order is to be delivered by one of our vans you will receive a text message the day before with an estimated delivery time for your product. Please allow for half an hour either side of this delivery time to allow for traffic.

If one of our external couriers are delivering your order we are unable to specify a time of delivery. You can however contact our Customer Service team on the day of delivery, who will put you in contact with your local depot who may be able to help you further.

If your order was not delivered when specified please contact our Customer Service team.

Qs ABOUT...WEBSITE
How do I rate/review a product/service?

To submit a review on our product or service you can use the following options. These options will allow you to rate the product/service and also provide us with any comments you have.

You will be emailed by an independent review site a few days after your order has been dispatched asking you if you would like to review the product you received and the service we provided.
At the bottom of every product page you can click on the Write a Review option to submit any comments you may have.

What are cookies?

When you visit most websites you will be asked whether you want to accept “Cookies” but a lot of people are unsure of what they are. Cookies are small files, which are stored on your computer. They are created to hold a small amount of data specific to a particular website and can be accessed either by the web server or your computer. This allows the server to deliver a page tailored to you or can carry information from one visit to the website (or related site) to the next.

I am receiving an error message, what should I do?

If you are receiving an error message firstly please refresh your browser or use another. If you still experience the same problem please contact our Customer Service team. We will then do the best we can to sort out your issue.

Why should I update my browser?

Keeping your web browser up to date helps to eliminate security risks as the newest browsers contain the most up to date and best security patches and also allows the most optimal browsing experience.

Why does the website look different on my tablet and phone to my computer?

Our mobile site was built responsive. This enables it to sense what form of device you are using and adapt to its screen size to ensure you have the best shopping experience possible. All the products and facilities that are available on our desktop site are also available on our mobile site.

How do I use LiveChat?

Our website has a live chat facility which allows you to talk directly to our Sales and Customer Service teams in real time. This function is available during working hours.

To use live chat all you need to do is click on the live chat button in the bottom right of your screen when you are viewing the site. This will allow you to enter and send your question or comment directly to our teams. You will be responded to as soon as a member of the team is available.

How do I search for a product?

In the top right of our website you will see a search bar. If you click within this bar you can type the name or part of the name of a product or even a sku and it will help to find the product you are looking for or bring up a list of products which match your search.

What happens if I forget my password?

If you have forgotten your password just click on the following URL, submit your email address and you should receive an email specifying your next steps.

www.flooringsuperstore.com/customer/account/forgotpassword

If you are unable to reset your password using this method, please contact our Customer Services team. If you don’t receive your email please check your spam and junk folders. If you still can’t find the email, please contact Customer Services using the details listed above.

Qs ABOUT...CARPETS
Can I order more than one piece of the same floor?

If you are ordering more than one piece of the same floor we strongly advise you to order the same width for both pieces so they are likely to come off the same roll. Different rolls of carpet can differ slightly in colour so ordering the same width will help avoid this.

What is stainbloc technology?

Stainbloc Technology is a special coating on the majority of our carpets which makes them extra resistant to stains and repels dirt and liquids – stopping them from settling in.

Will my carpet have a warranty?

Most of our carpets have warranties. We offer two warranties; one for stains and one for wear. If your chosen carpet has a warranty it will be displayed on the product page. Please visit our warranty page for more information.

What are the different types of carpet backing?

Carpets come in three different types of backings, Felt, Action/Hessian and Woven.
Felt backing is a soft felt on the back of the carpet, it’s usually white or blue and will offer extra cushioning without underlay.
Action/Hessian backing is a combined backing of thread t offer a firmer backing, this means it’s hard wearing but underlay is essential.
Woven backing is very similar to Action/Hessian but it is created with better quality thread.

What is underlay?

Underlay is made up of recycled foam and comes in a range of thicknesses. Underlay is lain below a carpet to add extra:
Comfort underfoot
Heat insulation
Noise insulation
Increase the lifespan of the carpet

Do I need underlay underneath my carpet?

We strongly recommend that every carpet has a layer of underlay laid underneath as this will extend the life of and protect the carpet, add extra comfort, noise and heat insulation as well as help keep the warranty in check. However, if you don’t want to use underlay, we advise you to buy a felt backed carpet.

Can I lay my new carpet on existing underlay?

We strongly advise customers to purchase new underlay when buying a new carpet to receive the most comfort and best performance from your flooring & give it the firm support it needs. Plus, it will also prolong the life of your carpet! Although underlay doesn’t get any direct wear, it can gradually lose its comfort level, noise and heat insulation and can cause your carpet to flatten more quickly in the areas of the heaviest wear.

How do I look after my carpet?

To look after your carpet you will need to vacuum it regularly and take care of any spillages quickly so they don’t stain. We do recommend that you get your carpets cleaned professionally every two to three years to help it maintain its look throughout its lifetime.

Why is my carpet creased?

When we cut our carpets, they are rolled around a cardboard tube then wrapped in our packaging ready for our special couriers to deliver them straight to our customers. Although we have the latest equipment and systems to ensure our carpets arrive in good condition, occasionally the weight of the carpet that is wrapped around the tube can cause a temporary crease at the overlap point. This is a common problem among textile deliveries however, the crease will gradually disappear after several weeks as you walk on and vacuum your carpet.

Why are your carpets so low in price?

Due to purchasing in bulk and our extensive knowledge of carpets we can supply a superior product whilst maintaining the lowest prices on the market.

Why does my carpet appear to have shaded areas?

If you have a deep pile carpet, the sides of the tufts will appear to be a lighter more silvery shade than when seen head on. As the carpet is used, lighter and darker patches may develop where the pile angles have been pushed in different directions due to foot traffic. This is quite common with carpets and does not indicate that the carpet is faulty.

Should I hire a professional fitter to fit my carpet?

Yes, we would recommend you to hire a fitter to lay your flooring. Professional fitters are knowledgeable with hands-on experience in their trade, they will understand the materials and stretch of each type of carpet and will be able to cut your carpet to size with precision - ensuring you get the best finish and look from your chosen carpet. If you are looking for a fitter why not use http://www.nicfltd.org.uk/ This is the recognised national institute of carpet and floorlayers. Just enter your postcode on the website and a list of approved fitters in your area will appear.

Do you offer a fitting service?

No, we do not offer a fitting service, however we do recommend our customers to visit: http://www.nicfltd.org.uk/ This is the recognised national institute of carpet and floorlayers. Just enter your postcode on the website and a list of approved fitters in your area will appear.

Can I lay carpet over underfloor heating?

You can lay most carpets over underfloor heating, however there are some exceptions including Natural Carpets. If you are choosing to lay carpet over underfloor heating, your underlay and carpet must have a combined tog rating of less than 2.5 tog. If the tog rating is any higher the heat will not be able to permeate through the underlay and carpet.
For more information please contact our sales team and your Underfloor Heating Provider.

Why do you sell carpets only in 4M and 5M widths?

Our Carpets arrive in our factory in rolls of 4m and 5m widths (standard carpet widths). We cut our carpets in 0.25mt lengths from 2m -8m.

What size carpet should I buy?

Please use our calculator below to work out how much carpet you should buy. If you are buying carpet for your stairs or need more information, please contact our sales team.

Qs ABOUT...WOOD
What is WBP Plywood?

WBP is an abbreviation of Water Boil Proof. This technology ensures that the plywood and the glue used to bind the layers together are resistant to moisture. All our boards are WBP as standard - ensuring a top end plywood base no matter what your requirements.

Are solid and engineered wood flooring scratch resistant?

Wood flooring is relatively scratch resistant for every day use, however sharp stones, sand or heavy furniture being dragged can scratch your floor.
To avoid scratches:
Use foam pads on the bottom of furniture e.g. table and chair legs.
Make sure your computer chair has soft wheels
Lay a doormat to avoid stones on the bottom of shoes from going to straight on your floor
Sweep debris up regular to avoid it being dragged across the floor
You can sand and re-finish your floor (please see how long does flooring last for more information) to get rid of your scratches but this is normally done every 9 or 10 years.

What is handscraped wood flooring?

Handscraped is a special finish which gives a slight bumpy effect to the floor. This is done by running a curved tool down the plank by hand - making every board unique.

How long does wood flooring last?

Wood flooring has the longest lifespan of any flooring available. Its thickness whether Engineered (depending on the top layer) or Solid allows you to sand the wood down and refinish over and over – so if your wood is looked after, it can last for generations! Wood flooring is normally sanded around every 9 or 10 years.
How many times can you sand and refinish:
Solid Wood – You can sand and refinish Solid Wood Flooring four or five times
Engineered Wood – You can sand and refinish Engineered Wood once for ever 1mm of solid wood top layer it has as long as there is 1mm of thickness remaining. For example, if your Engineered wood has a 5mm top layer, you will be able to sand it four times.
Please note that if you sand some styles of wood e.g. Stained or Handscraped you will lose these effects.

What type of preparation does my flooring need?

Before laying your wood floor you will need to make sure all debris has been cleared, that the subfloor is as level as possible (if wood slats, make sure they are secured with no nails sticking out) and the sub-floor is at the correct humidty/moisture level for wood flooring.

Depending on the type of flooring you are laying and what sub-floor you are laying your flooring on will determine what options you have for laying your floor. For more information please contact our sales team.
diagram

Thickness

Our team of wood experts only buy the best quality and high value flooring which is why our Solid Woods are at least 11mm thick (going up to 22mm thick) and our Engineered boards go from 9mm up to 21mm thick. The thicker the board, the longer the wood will last!

Do I need any underlay or glue to fit my flooring?

When laying your solid wood or engineered wood flooring you will require either glue, screws or pins, depending on the type of floor you are laying your new flooring upon. Engineered and solid wood floors are natural products and will move over time, so it is essential that it is fitted correctly.

Width

Our wood boards come in a wide range of widths from super narrow to extra wide. Each width creates a different look in a room for instance; the narrower planks can make a small room look much bigger where the bigger boards will look cleaner and subtler. It’s completely up to you what look you want to go for!

Is wood flooring water resistant?

Due to the natural nature of Solid Wood Flooring, it isn’t as resistant to water as other floors. Any spills should not be left, as it will seep between the boards, which may lead to warping and damage to your floor. It is therefore advise against laying Solid Wood in Bathrooms

Engineered Wood Flooring is more resistant to humid, wet environments than other floors due to its strong stable structure however it is not waterproof. You can use engineered wood in kitchens (a lacquered finish will provide better protection) but as with solid wood flooring, any spills should be cleared up immediately to avoid the liquid seeping through the boards and causing warping or damage. We do not recommend laying Engineered Wood in Bathrooms.

Can I use underfloor heating with my wood flooring?

Our Engineered Wood floors are great for use with under floor heating (depending on the specification of the underfloor heating system). We would never recommend solid wood flooring for use with underfloor heating.

Who can fit my flooring?

Engineered and solid wood floors can be fitted by yourself or joiners, rather than carpet fitters. We do recommend you to hire an experienced fitter to lay your floor, the yellow pages is a good way of finding a local joiner!

Do you offer a fitting service?

Fitting is now available, please get in touch with your local store. For more information, click here.

How do I care for my solid/engineered wood floor?

You will need to regularly clean and care for your wood flooring to ensure its maximum lifespan - we offer specially designed kits for cleaning brushed & oiled and lacquered floors. It is important to avoid mopping these natural floors, as water and moisture will make the floor move - therefore we advise using the products on offer in our "protection" area of our accessories with a dry mop.

Wood Species

Our wood flooring is available in a range of different wood species. All of our woods are sustainable sourced.
OAK
The most popular of our hardwood species
We use slow grown, high density wood
Available in a wide range of colours
Distinctive straight and swirling graining patterns
WALNUT
We use American Black Walnut
Very elegant looking floor
Available in a huge variety of colours
A slightly softer wood than Oak
Unique grain patterns
Design statement
TEAK
A classic Hardwood
A very dense wood making it extremely hard
Has a red tinge to the board giving it a very elegant rich look
ACACIA
A hardwood species within the walnut family
Two types of Acacia; Big Leaf and Small Leaf
Big Leaf: Softer of the two types and is a fast grown tree in china
Small Leaf: Much harder type of Acacia, this is our Asian Walnut
Unique look
MAHOGANY
Straight grained reddish hardwood
Very dense
Luxurious look
Has very few knots making it one of the cleanest woods we sell

Can I use a steam mop on wood flooring?

We advise against the use of a steam mop on wood flooring.

What is the difference between a brushed & oiled and laquered finish?

Boards that have a brushed & oiled finish are more textured than lacquered boards, accentuating the grain of the wood, whereas lacquered boards have a smoother surface where you feel less of the timber grain. Our brushed & oiled boards use the highly regarded Klumpp & Osmo oil that is brushed into the grain, whereas our lacquer boards are coated with the strong Treffert lacquer.

What is engineered wood flooring?

Has a plywood or HDF base – this is heat pressed and dried for two days.
Has a Solid wood top layer. This layer varies in thickness from 2mm-6mm.
The top layer can be sanded up to 5 times depending on the top layer of thickness. You can sand the floor once for every 1mm of thickness so long as 1mm of the thickness remains.
Has a much higher level of stability than solid wood.
Can be used with underfloor heating
Can be fitted as a floating floor meaning it can be removed and reinstalled easily.
The click system is a clicklock not a standard click making it far better and no need for glue.

What wood finishes are available?

All of our products are either oiled or lacquered but may have other finishes to them. This is what it all means.

Oiled
Oiled Rustic matt finish which gains character as it ages. Our oiled products are only oiled with the highest quality klumpp and Osmo oils to accentuate the natural wood grain.

Lacquered
A lacquered finish will provide a very smooth look and feel to the wood. All of our lacquered products are coated seven times with high quality Treffert lacquer.

Handscraped
A handscraped finish gives a slight bump effect to the wood. This is done by manually running a curved tool down the plank making every plank individual and unique.

Smoked/Fumed
Smoking/Fuming the wood brings the darker colours to the surface and infuses the colour throughout – so no matter how many times you sand it, the colour will be maintained. Our smoked/fumed products are produced using kilns to smoke treat the wood, the wood is kept in the kilns for 20 days. In the kilns, the wood shrinks a lot making it denser and even more hard wearing.

Stained/Coloured Finishes
All of our stained/coloured floors involve a coloured oil or lacquered being applied to the wood surface. All colours are pre-mixed to ensure an even colouration of the wood.

Deep Brushed Products
These woods are deep brushed by hand with a wire brush. This removes the weaker parts of the wood leaving only the toughest grains and knots.

What is a hardwood layer?

A hardwood layer is an oak or timber product on top of plywood, as used in engineered wood flooring. This comes in various different thicknesses, ranging from 2.5mm to 8mm - the thicker products are, the higher the quality.

Qs ABOUT...VINYL
Do I need to lay underlay underneath my vinyl?

You do not need to lay underlay underneath your vinyl and if you are sticking your vinyl down you will not be able to use underlay.

Does my vinyl to be stuck down?

Vinyl does not need to be stuck down but it is better if it is. To stick it down you can use our special vinyl spray adhesive

Can you lay under-floor heating underneath vinyl flooring?

Yes, you can lay vinyl flooring over under-floor heating however the combined tog rating of your vinyl and underlay must not be more than 2.5 tog to ensure the heat is able to permeate throughout the floor.

Where can I lay vinyl in my home?

Due to its water-resistance and durability, vinyl flooring is suitable for every room in the home! It is very popular in bathroom and kitchens where spills are more likely to occur.

Why do you sell vinyls only in 2M,3M and 4M widths?

Our Vinyls arrive in our factory in rolls of 2m, 3m and 4m widths (standard Vinyl widths). We cut our Vinyl in 0.25mt lengths from 2m - 10m.

I am ordering more than one peice of the same floor...

If you are ordering more than one piece of the same floor we strongly advise you to order the same width for both pieces so they are likely to come off the same roll. Different rolls of vinyl can differ slightly in colour so ordering the same width will help avoid this.

How do I maintain vinyl flooring?

Vinyl flooring is easy cleanable and easy to maintain through regular cleaning. By brushing away and debris and cleaning your vinyl with a damp mop every 1-2 weeks you will be able to keep your vinyl in top condition. Ensure that spills are cleared immediately and that liquids are not sat on the surface of your vinyl flooring for a long period of time as this can cause damage.

The use of a rug or mat will also help maintain your floor as it will protect it from lots of traffic and reduce the risk of damage.

Does my vinyl come with a warranty?

Some of our vinyl flooring has a warranty. If your product comes complete with a warranty, you will find the information listed on the product page.

What are the benefits of vinyl flooring?

There are many benefits of Vinyl Flooring. Vinyl is extremely versatile and durable, with its great range of colours and styles it is able to match any décor. Plus, it is easy to clean, scratch and water resistant, simple to install and un-expensive!

How does vinyl flooring feel underfoot?

Vinyl flooring has been manufactured to feel soft underfoot. The thicker the vinyl you choose the softer and more comfortable your floor will be.

How hardwearing is vinyl flooring?

Vinyl flooring is extremely durable and easy to maintain, plus with its moisture, scratch and stain resistance it is perfect for high traffic rooms throughout the home.

Is vinyl flooring scratch resistant?

Yes, Vinyl flooring is scratch resistant.

Qs ABOUT...LVT
Which direction should I lay my LVT?

You can install your LVT boards either length ways or breadth ways or even in a parquet design depending on the look you are trying to achieve. You will achieve the best look if you lay it in the direction of the main light source or the length of the room as this will make the room look bigger.

How do I maintain LVT flooring?

Just like Vinyl flooring LVT is easy to clean and maintain. Using a broom, microfiber cloth, vacuum or damp mop with approved detergents on a regular basis will keep your LVT in top condition. Any spillages must be cleaned up immediately to avoid any damage.

We advise against the use of aggressive cleaning agents on your floor, the use of steam cleaners or to let puddles of water remain after cleaning as this may damage your floor.

Can I use a steam cleaner on LVT?

We advise against the use of a steam cleaner as it can cause distortion in the boards and there is a higher risk of floor damage. The steam can also enter through the joints and dissolve the adhesive bonding.

Does my LVT come with a warranty?

Yes, LVT comes with two warranties, residential and commercial. How long your LVT’s warranty lasts for will be listed on the product page.

What are feature strips?

Feature strips are thin strips of LVT which are used to create the lines/grout in between the tiles to create a more authentic wood or stone look. They come in a range of colours and can be used to create a natural or unique stylish finish.

What is LVT?

A premium version of Vinyl flooring, Luxury Vinyl Tiles display stunning wood and stone effects with embossed textures, grooves and knots giving that natural genuine look and feel. Arriving as individual tiles, this floor is easy to maintain (simple brush or mop), super tough, moisture resistant (perfect for kitchens and bathrooms), slip & scratch resistant, durable and easy to install. LVT’s sound and heat insulation properties means no more cold floors and make it a great, cost effective flooring option. It can even be used over under-floor heating!

LVT
The main difference between Vinyl and LVT is that LVT is sold as separate individual tiles in boxes rather than in a roll. This means you are able to choose the way you want to lay your floor, whether in a parquet stile or in rows (there are a huge range of possibilities), combine two different colours of LVT together and even add feature strips (available in a range of colours) to create a grouting effect. LVT is manufactured with detailed designs and textures offering an amazing realistic appearance, plus with the thicker wear layer and sturdy durable tiles LVT is a much higher quality of flooring than Vinyl and more resistant to dents and scratches.

Is LVT flooring scratch resistant?

Yes, the top coating of LVT is scratch resistant but not scratch proof. Sharp objects can scratch the floor so it is important to put certain preventions in place:
The use of a doormat is advised to reduce sharp stones and sand from your shoes scratching the floor on entering your home.
Sticking foam bottoms onto the legs of chairs, tables, cabinets etc. to avoid scratching as they are moved
Office chairs should have soft wheels to avoid scratching on movement
Ensuring hoover wheels rotate freely so they are not catching on your floor

Is LVT water resistant?

All of our LVT flooring is waterproof, which makes it the perfect flooring for areas, which are prone to spillages e.g. Kitchen and Bathroom.

What effects can I choose from in your LVT range?

Wood Effect
If you want the authentic wood look in your bathroom or kitchen LVT is perfect with its premium wood look and moisture resistance!

Stone Effect
Our stone effect LVT’s give the classic stone or ceramic floor look but with added warmth and comfort underfoot.

Do I need to lay underlay underneath my LVT?

Unless your LVT has a click system you will need to stick down your LVT to your subfloor. If your LVT has a click system you can choose to lay underlay underneath.

Does my LVT need to be stuck down?

LVT without the click system will need to be stuck down to the sub-floor with a compact adhesive. Click here to view our range of adhesives.

If you are purchasing LVT with a click system you do not need to stick the flooring down and you can choose to lay underlay underneath.

Where can I lay LVT in my home?

Due to LVT’s highly moisture-resistant and durable nature, LVT is ideal for all areas of the house including bathrooms and kitchens where spillages are more likely!

Can I lay LVT over under-floor heating?

Yes, you can lay LVT over under-floor heating as long as the top floor surface does not exceed temperatures of more than 27 degrees.

Qs ABOUT...ARTIFICIAL GRASS
Is artificial grass suitable for children?

All of our artificial grasses are safe for children to play on just as if it were your normal garden area. We would advise that for artificial grasses laid in public or commercial areas that cater for children; such as play centres, play warehouses etc, correct shockpad / underlay must be installed to accommodate the correct fall heights.

Will weeds grow up through my new lawn?

To protect against weeds, we recommend that you apply weed killer to the area prior to fitting our Grass Direct membrane. This combination should provide you with the perfect defence against weeds.

Are synthetic lawns DIY products?

Artificial grass is quite simple to lay and this can be a very cost-effective solution compared with hiring a local landscaper. If you’re at all un-sure, then feel free to contact us for further advice, or check out our DIY installation guide, which gives you a step by step guide to fitting an artificial lawn on almost any suitable surface.

Can I become a recommended contractor/installer?

We are always looking to expand our range of recommended fitters and installers. Please feel free to contact us with any queries you may have and we can discuss a range of opportunities with you.

Where can I install artificial grass?

Your artificial grass can be laid on hard surfaces and can be easily installed to replace your existing lawn. Hard surfaces that are common for laying artificial grass can include roof terraces, play areas, outside offices, around caravans, pathways, driveways, balconies and commercial areas; all provided that drainage is good. When replacing an existing lawn with your artificial grass, please make sure the ground is prepared suitably beforehand.

Can artificial grass be fitted over decking?

Artificial grass can be fitted over a wide range of surfaces. See our DIY installation page for further details. When fitting over decking, a soft foam underlay is best to use prior to fitting.

Can I order a 2m and a 4m piece of the same grass?

We would advise against ordering two different widths of the same grass if they are for the same area. Different rolls of Artificial Grass can differ slightly in colour variation. We do advise you to order the same widths for all pieces in this situation as this will limit the colour variation of the pile.

Why is the pile direction important?

With the majority of fake grass products you should always consider which way you want to lay the grass when received. The artificial lawn will look slightly lighter from one direction and darker from another, so it’s important to decide which way your lawn will face before it is fitted. When you receive your artificial grass from Grass Direct, it’s always best to roll it out slightly in all directions to see which you prefer.

Different rolls of Artificial Grass can differ slightly in colour variation. If you are ordering two or more pieces of Artificial Grass that will be joined together please inform us upon placing your order so we can make every effort to ensure cuts are taken from the same roll where possible. (This is not a guaranteed service and we cannot be held responsible for slight colour variation which occurs as a result of cuts being taken from different rolls.) We do advise you to order the same widths for all pieces in this situation as this will limit the colour variation.

Be sure when placing & joining two or more pieces together, that the pile direction runs in the same direction. Always check before fully fitting two pieces together by taking a step back and checking the pile runs in the same direction. Never try to fit your grass at different angles as this will highlight the join and may cause colour variation between the pieces.

Do you offer a fitting service?

Fitting is now available, please get in touch with your local store. For more information, click here.

How much artificial grass do I need?

The best way to work out the area you need when looking to buy artificial grass, is to draw an accurate plan on squared graph paper if you have some available. Simply measure the width and length of your area, at the largest point, taking into account any extra areas you may need to cover if your garden isn’t square or rectangular in size.

If worked out accurately, you may then be able to calculate exactly how much artificial grass you would need to cover your garden area, but if in doubt, the simplest method is to multiply those two largest dimensions in order to get your covering area. Always try to work in metres rather than feet and inches, but for reference the majority of products available from Grass Direct are found in 2m (6ft 6’’) & 4m (13ft) widths.

Please bear in mind that based on these widths, you may need two or more cuts in order to cover your desired area with artificial grass. Should you need two or more cuts, feel free to check our DIY installation guide for further detail on how to successfully join the two pieces for a seamless finish.

What do I need to do about drainage?

No need to worry when buying artificial grass from Grass Direct. The majority of our ranges have porous bases and will drain 100% provided the area beneath has good drainage.

How do I clean my artificial grass?

Cleaning your artificial grass from Grass Direct is as simple as a quick rinse. We recommend the use of our specially formulated artificial grass cleaners in order to clean thoroughly and get rid of stubborn stains.

How do I maintain my artificial grass?

Grass Direct artificial grass is very easy to maintain. Nothing more than a quick brush to remove debris such as leaves, twigs and seeds; and your artificial grass will continue to look fantastic all year round. Not only that, but brushing also helps to keep that natural looking Grass pile without the hassle of mowing, weeding and watering.

Is artificial grass suitable for pets?

Yes, Grass Direct artificial lawns are ideal for dogs and cats to play on. All of our products can be easily cleaned using a garden hose, warm water and mild detergent, or even with a good rainfall. Our Artificial Grass is very durable and manufactured to stand the test of time.

Is artificial grass suitable for children?

All of our artificial grasses are safe for children to play on just as if it were your normal garden area. We would advise that for artificial grasses laid in public or commercial areas that cater for children; such as play centres, play warehouses etc, correct shockpad / underlay must be installed to accommodate the correct fall heights.

Qs ABOUT...LAMINATE
Can laminate flooring help reduce allergens?

Yes, due to the closed joints between the boards it helps to eradicate dust and dust mites which thrive on carpets etc. from building up.

Can castors be put on laminate floor?

Yes, you can put Castors on laminate floor however they can damage your flooring if the correct protective measures aren’t put in place.

If possible use soft castors, to limit the damage cause it will also improve the sitting comfort (if on a chair/sofa) compared to hard castors.

Otherwise use a hard floor protective mat underneath the castors.

Does my laminate come with a warranty?

All of our laminates come with a residential and commercial warranty. The length each product is under warranty for is shown on each product page.

Is laminate flooring scratch resistant?

Due to the advances in manufacturing laminate Flooring is now virtually scratch resistant. General wear and tear from every day use should not show itself in your flooring. However, be careful when moving furniture and heavy/sharp items along your floor as this could cause scratches. We do advise you to use felt pads on the bottom of furniture e.g. chairs, couches etc. to avoid this occurrence.

Are laminate floors water resistant?

Laminate flooring is resistant to spills and splashes but it is not suitable for the bathroom and kitchen environment where humidity and water spills are quite frequent as this may distort and damage your laminate floor. Any spillages must be cleared up immediately.

The only laminate range, which is suitable for the bathroom and kitchen, is the Krono Stoneline range.

Thickness

The thickness of our laminate flooring varies from 6mm to 12mm. The thicker the floor, the easier it is to lay, the quieter the floor is to walk on and better the durability.

Width

Our laminates come in a range of widths. The narrower the laminate planks the larger it will make your room look.

Where can I lay laminate in my home?

You can lay laminate flooring in living rooms, hallways and bedrooms. Our ranges of laminate range are not suitable for bathrooms due to the added moisture content in the room which could lead the flooring to warp.

Which direction should I lay my laminate floor?

You can lay your laminate in any direction you wish, it is a matter of personal taste. Laying your flooring in the direction as the main light source or along the length of the room can create a more attractive look and can make your room look bigger.

Can I install under-floor heating under laminate flooring?

Yes, laminate flooring can be laid over Under-floor heating systems. If you plan to do this we do recommend that the compatible underlay is used to ensure the performance of your heating system is not weakened. When purchasing your under-floor heating we advise you to check with your supplier whether your choice is suitable for laminate flooring.

What do I need t do before/after laying my laminate?

Before you lay your laminate:

Ensure your floor is level and dry to avoid any damage to the boards. Open all your boxes up and let it breathe and acclimatize to your home for at least 24 hours prior to installation.

Once you have fitted your laminate, try and keep your rooms at a constant temperature of around 18-26 Degrees for 24 hours to let your flooring settle.

Should I have an expansion gap when fitting laminate?

Yes, a 10mm expansion gap should be left at each edge to allow for heat and humidity changes.

What do I need to use/do to lay my laminate?

Before you lay your Laminate you must ensure that your sub-floor is prepared. This includes ensuring your sub-floor:
Is dry (if it is a newly laid concrete floor it must be completely dry)
Is level
Is firm
Has all of its floorboards firmly screwed down

Choosing what you need to put between your laminate and your sub-floor depends on what your sub-floor is made of. Never use carpet underlay underneath laminate flooring.If you have a concrete floor you must always put down a damp-proof membrane (DPM) to stop any moisture coming through.

For Laminate, you must lay an underlay over the full sub-floor over dry DPM (if concrete) or your timber floorboards before placing down your Laminate.

How much should I spend on laminate flooring?

As with most flooring, you generally get what you pay for. Therefore a more expensive laminate floor will be of better quality and will last longer and will usually be thicker.

Qs ABOUT...COMPANY
What are your terms and conditions?

To view our full terms and conditions, please visit our full Terms & Conditions page!

Do you have any stores?

We have a collection of shops across the country - click here to view our store finder!

Do you have any reviews?

Yes, we have a large bank of independent reviews from our customers which you can see if you click on the review icon on the left hand side of your page or on each individual product that the review relates to.

If you are looking to write a review of ourselves or our products, Yotpo (an independent review platform) will email you after your purchase asking for your opinion.

What is your privacy policy?

To view our Privacy Policy, please visit our full privacy policy page!

Qs ABOUT...ORDERS
How do I amend my order?

If you would like to amend your order e.g. change the product you have ordered or the amount, please contact our Customer Services. Please note that we are only able to amend orders up to 36 hours before delivery.

How do I cancel my order?

If you would like to cancel your order please contact our Customer Services team. Please note that fees may apply to cancelled orders.

How do I place an order?

You can place an order by using either the website or contacting our Sales team.
To place an order online all you need to do is:
1. Find the product that you would like on the website
2. Enter the required quantity and press Add to Basket
3. Go to your basket and proceed to checkout
4. Enter your contact details and specify a delivery date
5. Enter your payment details into our secure checkout system
6. Once this has been completed you will receive an email with confirmation of your order and all the information you require
If you are wanting to place the order by phone, you will just need to provide our sales team with the required measurements, contact and payment details and they will go through every step with you. At the end of the call you will receive an email with confirmation of your order and all the information you require.

How do I claim a price match?

Here at Flooring Superstore we pride ourselves on pricing high quality products at extremely low prices to help our customers achieve their dream homes for less.

We believe that our prices are the lowest on the market, but if you find one of our products in another store cheaper, we’ll MATCH the cost and even take off an EXTRA 10%!

That’s a promise!

For more information, please see our terms & conditions, contact us directly via the contact us form.

How do I use a promo code?

If you have a discount code, you can enter it in the Discount Code box in your shopping cart. The code will then deduct the specified amount from the total cost of your products. You will see the deduction in the checkout where there is a breakdown of the costs.

Please note: Only one promotional code can be used per order. The code will not deduct anything from the delivery cost.

If your discount code is not working the most likely explanation is that it has expired. If you are having problems with a code you believe to still be running please contact us via live chat, or visit our contact us page.

How do I place a samples order?

Yes, you can order up to six free samples. Please visit out free samples page for more information.

How do I change my account details?

If you would like to change your account details, you can do this by contacting our Customer Service team.

Qs ABOUT...RETURNS
Can do I return my order?

If the customer wishes to return a product within their 14 days statutory rights period, or within our 30 day returns policy, a full refund minus collection charges and picking fees will be issued if the following conditions are met:

Goods are sealed in their original packing
Goods must not have been used, tampered with or fitted in any way
Goods must be returned in full, including all parts and any free products or documentation
Made to measure items, such as carpets, vinyls and artificial grasses, are cut to order for your specific needs. These ‘Made to Measure’ items are subject to a 50% ‘Made to Measure’ fee. Free Gifts & Related Free / Discount Promotions are excluded from the refundable value
Returns Policy - Collection Charges
We offer a 30 day returns policy. We will collect with our couriers and provide you with a refund as long as the un-fitted artificial grass can still be collected and safely transported back in the original packaging. A charge for collection will be deducted from your refund, this charge is dependent upon your location, whether you ordered online or in-store, and the weight of the product(s). Please be aware that return collection charges are usually more expensive than original outbound delivery charges. If we have delivered the wrong order to you, or if the products arrive faulty, you will not be charged for the collection. If a product is returned as damaged/faulty by the customer, and upon inspection is found to be undamaged/without fault; we reserve the right to deduct collection charges from your refund.

Have you got my order back?

Once we have collected your returned items they should arrive back with us within 5 working days. We will then process your refund after we have inspected your returned items. If you want to check that we have received your returned order please contact our Customer Service team.

How long do I have to return an item?

You have 30 days from the day you received your order to return your items.
Click Here To View Our Returns Page

How long does it take to receive a refund?

After your refund has been processed your refund will take up to 3-5 working days to appear in your account

What do I do if I have a problem with my flooring/other items?

If you have a problem with your order please contact our Customer Service team who will take note of your issue and do the best they can to help you.

Qs ABOUT...OTHERS
How do I ask a question about a product?

There are three ways for you to ask a question about a product:

Contact our sales team via our contact us page
Talk to our sales team through the live chat on our website. At the bottom of each product page there is a question and answer section. Submit your question here and you will receive an email with a response.

I've sent you an email, how quickly should I receive a response?

Once you have submitted your email you should receive a response within 24 hours

Can you arrange fitting for me?

Fitting is now available, please get in touch with your local store. For more information, click here.

I'm a trader, do you offer a trade discount?

We run a trade programme which you can opt to join. The programme enables you to build points and earn extra discounts the more you purchase.
For more information or to join our trade programme please contact our Sales team.

What time are your office open?

There could be a few reasons as to why your sample may look different to your product.
1: Some of the woods intentionally have slightly different shades on each board to provide a more rustic and authentic look.
2: Due to wood being a natural product, there will natural grain and shade variations between each piece.

Qs ABOUT...PAYMENT
What payment methods do you accept?

We accept the following payment methods:
Visa / Visa Electron
Mastercard
Maestro
American Express
PayPal
Amazon Pay
We offer a variety of finance options, for more information visit our finance page.We do not accept any cash or cheque payments.

When will my payment method be charged?

You will be charged for your order as soon as you have clicked the Place Order button and your bank have accepted the transaction. However, you may not see it on your bank transaction report for a couple of days.

Is your site secure?

Yes, our site is safe and secure to use and enter your payment details. We ensure that all data passed between customers and us is fully protected by using the latest security standards, including 256bit encryption and a 2048bit root. We do this through a security certificate granted by COMODO - the largest trust provider in the world.
Using SSL technology keeps your shopping experience confidential and secure. We also do not store payment card information, your details are securely processed by WorldPay - the UK's largest merchant service provider!

Is there an alternative to ordering online?

Yes, although our website is completely secure we understand that not everyone is happy with purchasing online. Therefore we also have the option of placing your order over the phone. Our Sales team would be more than happy to take your order. You can get in touch here.

Do you offer interest-free credit?

Yes we do, please visit our finance page for more information.

Why has my payment been refused?

Your payment could have been refused for a number of reasons. If you contact our Sales team they will be able to have a look into this for you.

My receipt is missing, what can I do?

If you haven’t received a receipt for your order, please check in your junk and spam in your email account to ensure it hasn’t gone into the wrong folder. If it is not there, please contact our Customer Services team, who will be able to resend it to your email address.

Choosing a Floor

Choosing the type of floor you want for your room can be difficult, in this helpful and easy guide, we will help you understand:

  • What flooring is suitable for your room
  • What each flooring type is made of
  • What the benefits of each floor is

What flooring is suitable for Your Room

Most floors can be laid in every room but there are some that may need more maintenance in certain areas and some that should be avoided. See the grid below to see what flooring is suitable for your room!

Suitable Flooring Grid

Flooring Composition

Solid Wood

Solid wood floors are made of 100% natural solid wood cut and finished to create a charming authentic wooden floor that can last for a lifetime. Due to their moisture and heat sensitivity they are not suitable for every room but with their durable and hardwearing nature and the ability to be sanded, they will maintain their beauty from year to year.

Shop Solid Wood
Solid Wood

Engineered Wood

A solid wood top layer with a plywood (or HDF) base, Engineered Wood combines the authentic classic wood floor look and feel with added stability and reduced sensitivity to moisture and heat - meaning you can lay Engineered Wood in almost any room! This structurally solid wood floor can also be used with under floor heating!

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Engineered Wood

Laminate

Laminate floors offer an impressive authentic wood and stone look at a fraction of the price. Using impressive photo technology, laminate is created using a photo image of a wood or stone floor in between a protective layer and high density backing layers. Available in a wide variety of spectacular designs, laminate is extremely versatile, highly resistant to splashes and scratches and incredibly easy to keep clean.

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Laminate Flooring

Luxury Vinyl Tiles(LVT)

Luxury Vinyl Tiles display stunning wood and stone effects with embossed textures, grooves and knots giving that natural genuine look and feel. Arriving as individual tiles, this floor is easy to maintain (simple brush or mop), super tough, moisture resistant (perfect for kitchens and bathrooms), slip & scratch resistant, durable and easy to install. LVT’s sound and heat insulation properties means no more cold floors and makes it a great, cost effective flooring option.

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LVT Flooring

Carpet

Carpets are a great way of adding a splash of colour and softness to a room. Carpet can be made of various materials, e.g. Wool, Polypropylene or even natural materials such as sisal. The structure is made up of pile with either a gel or action back backing. There can be various pile types for carpets; Loop Pile -hard wearing; Twist pile - super soft; Saxony; ultra soft and luxurious; Thatched natural - strong and durable. Each pile type will create a unique look and feel underfoot.

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Carpet

Vinyl

Wipe clean, and easy to maintain, vinyl flooring is perfect for areas of moisture (e.g. bathroom) or have have heavy traffic. With a wide variety of patterns and colours, Vinyl offers stylish looks that would look great in any room.

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Vinyl