The information below details our Order, Delivery and Returns policy. There are several delivery options to choose from.
How to Order
Ordering with us is totally safe & secure. Once you have chosen an item to buy simply click on the ‘buy now’ button. Keep adding items until you have finished shopping and then click on the ‘view basket’ button to review your purchases and make any alterations. Then click on ‘checkout’ where you will be asked for your payment information. Prices quoted are exclusive of VAT which will be added to your final ‘checkout page’.
If you prefer to order by telephone and pay by cheque, postal order or credit/debit card, please call our order line on 01709 382513.
Paying by Paypal – Please follow the on-line instructions.If you would like more images of the products we stock or have any queries about colours and product availability please do not hesitate to contact us. Email: enquiries@touchstonefloors.co.uk
Delivery Options
UK Orders
We offer standard delivery to mainland UK on all orders based on the weight of the goods ordered. We have to allow 15 working days for your order to be delivered. Most orders are dispatched on a same or next day basis. Delivery is normally made within 4 – 7 working days for mainland UK, in most cases much sooner than this. If your order is for delivery to Northern Ireland or the Highlands and Islands please allow extra time for delivery. Orders placed on a Friday may not be dispatched until the following week.
If you need something urgently or would like to track your order from dispatch to delivery, please contact us for more information.
Please remember that orders may require a signature on receipt. We will make every effort to ensure your order reaches you within the specified times but there may be occasions when this is not possible due to circumstances beyond our control.
For some heavier parcels, charges will be made based on the destination and the weight of your parcel. We will contact you before charging your card if this applies. Please fill in your full address information in the boxes at checkout.
Shipments made outside of the UK may be subject to import duties and taxes. These are the responsibility of the recipient. For further information, please contact your local customs office.
International delivery is normally made within 7 working days but please note this is a guide and delivery can take longer depending on factors such as local customs offices. Please contact us if you are waiting for a parcel and would like to check its progress.
Next day deliveries are made on weekdays only. If you place your order on a Friday or over the weekend it will be dispatched on the following Monday. PLEASE ENSURE YOUR ADDRESS DETAILS ARE COMPLETE AND CORRECT WHEN YOU PLACE YOUR ORDER. THIS IS VERY IMPORTANT TO ENSURE YOUR RECEIVE YOUR ORDER ON TIME.
Invoices
Invoices will be enclosed with the order unless otherwise requested. If your order is for a gift to be delivered directly to the recipient, please advise if you would like to invoice sent to a different address.
Returns
If you are not completely satisfied with your goods you may return them unused and in the original condition (tags attached) within 30 days of the invoice date. Please state if you require a refund or an exchange & please be sure to include your name, address & transaction number if you no longer have the original invoice. No refund can be given if goods are returned after this 30 day period. We regret that we cannot refund postage costs unless the item you are returning is faulty. Please note that you are responsible for any items sent back to us until they are received by us. For this reason we recommend you use an insured method such as recorded or special delivery to return items. If you require an exchange, the cost of posting your new item to you is covered by us.
Cancellation of Order
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from us for a full refund. Order cancellations must be made in writing, quoting your transaction number within 7 days.
Complaints
If you have any reason to feel you have been treated unfairly or you are disappointed with anything about your visit to us, please contact us immediately so that we can try to put things right. Our customers are the most important part of our business & we want you to be happy with your shopping experience.
You can write to us at Complaints Dept, Touchstone Floors Ltd or email us.
We will respond to you within 48 hours of receiving your complaint and hope to resolve all problems within 10 working days. |
