Frequently Asked Questions
ORDERS & SHIPPING
How long does it take to process my order?
All orders are processed within 1–3 business days. Processing and delivery do not occur on weekends or public holidays.
How long does delivery take?
We offer free standard shipping across the UK with an estimated delivery time of 4–8 business days.
Do you offer free shipping?
Yes — we offer free tracked delivery on all orders within the United Kingdom, with no minimum spend required.
Can I track my order?
Yes. Once your order has been dispatched, you will receive a tracking number by email so you can monitor your delivery.
Do you deliver outside the UK?
Currently we only ship within the United Kingdom.
RETURNS & REFUNDS
What is your return policy?
We offer a 14-day return policy from the date of delivery. Items must be returned in their original condition and packaging.
How do I return an item?
Contact us at info@twcarpetsflooring.co.uk or call +44 1763 663982 with your order number and reason for return. We will send you return instructions within 1–2 business days.
How long does a refund take?
Once we receive and inspect your returned item, refunds are processed within 5–7 business days to your original payment method.
What if my item arrived damaged?
Please contact us within 48 hours of delivery with your order number and photos of the damage. We will arrange a free replacement or full refund.
PRODUCTS & WARRANTY
Do your products come with a warranty?
Yes — all products come with a 12-month warranty against manufacturing defects.
Are your product images accurate?
We do our best to display products as accurately as possible. However, colours may vary slightly depending on your screen settings.
Can I cancel my order?
Yes, you can cancel your order within 24 hours of placing it, provided it has not yet been dispatched. Contact us immediately at info@twcarpetsflooring.co.uk.
PAYMENTS
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay. All transactions are secured with SSL encryption.
Is it safe to pay on your website?
Yes — our website uses SSL encryption and all payments are processed through trusted, certified payment gateways. We do not store any card details.
Will I receive an order confirmation?
Yes — once your payment is processed you will receive an order confirmation email. Please check your spam folder if you don’t see it within a few minutes.
CONTACT
How can I contact you?
- 📧 Email: info@twcarpetsflooring.co.uk
- 📞 Phone: +44 1763 663982
- 📍 Address: The Corn Exchange, Market Hill, Royston SG8 9JR, United Kingdom
- 🕐 Business Hours: Monday – Friday, 9:00am – 5:00pm