Floor Protect FAQ Section

Delivery FAQs

How long will it take for my mats to be delivered?

Delivery will be within 10 working days of the order being placed. If  we have any problems in fulfilling your order we will contact you with information about delivery dates, part deliveries etc.

On occasion some products will be out of stock and awaiting replenishment at our warehouse. Should the item you order be temporarily out of stock we will contact you to inform you of the date of replenishment and the expected date of delivery.

How much is the delivery charge?

For the UK*, Germany and France Floor Protect.com incorporates all charges into its pricing structure, so the price you see advertised on the website is the price you pay for the product and the delivery.

 * Unfortunately we do have to charge an additional shipping charge to customers from Guernsey, Jersey, Isle of Man and the Isle of Lewis due to additional customs costs.

If you live in another part of Europe, please refer to the list of charges below.

• UK (excluding Guernsey, Jersey, Isle of Man, Isle of Lewis), Germany and France – Free Delivery.
• Rest of EU - £9.99 surcharge.
• Guernsey, Jersey, Isle of Man, Isle of Lewis - £19.99 customs surcharge.
• Turkey and Greece - £31.99 surcharge.

Will I need to be in to accept delivery?

Our couriers require a signature so you will need to be in at the address you specify for delivery.

If your mats do not arrive within 10 working days

Please contact us immediately and we shall investigate.

Returns FAQs

If you change your mind and don't want the product you have ordered.

Please make sure that you contact us within 14 working days of receiving your order and that the mat you do not require is still in its packaging or in perfect resalable condition. Please contact us and we will guide you through the returns process. Please bear in mind that you will be liable for all postage and packaging costs of returning the unwanted product to Floor-Protect.com. You will also be issued with a Returns Note which you will have to include with any returned goods. If we receive any returns without a returns note then we will not issue any refund or exchange. Once we have received and checked the unwanted item we will either exchange for an alternative product or issue a refund.

If you have received a damaged mat

Please check your delivery as soon as possible, preferably whilst the courier is still at your delivery address. Due to our strict quality control processes, it is more likely that any damage will have been created whilst in transit rather than a faulty product being packed for delivery at our warehouse. If possible please take a photograph of the damage and email this to us along with details of the damage. We can then discuss the options open to you in terms of exchange or refund.

Exchange FAQs

If you have ordered the wrong size mat or I've changed my mind about the size/type of mat I need

Please contact us and we will arrange for delivery of your prefered mat and collection of the mat you do not need. This mat will need to be in perfect resalable condition. You will need to pay any additional money should the size mat you need be more expensive. You will also need to cover the cost of the shipping of the unwanted mat back to us. We will confirm this cost once you have contacted us with an exchange request.

If we have sent you the wrong product

If Floor-Protect.com has made a picking error and has supplied you with a product you did not order then please contact us immediately. We will arrange for the correct order to be dispatched as soon as possible and for the original delivery to be collected. Please make sure that this original delivery is still in perfect resalable condition. Floor-Protect.com will meet the cost of delivery.

Refund Policy

Our refund policy is in addition to any statutory rights which you have as a consumer and any refunds will be made as soon as possible and by the same method that the original goods were purchased with.

If you want to send a mat back because you think that the Goods are faulty, incorrect or damaged on delivery please follow the instructions in the Returns FAQ section above.

Please note that, unless the Goods which you return are faulty or damaged, you are responsible for the costs of returning the goods to us.