Shipping policy

This policy sets out the terms on which we deliver orders. All charges below apply to UK mainland addresses — see Scottish Highlands, Islands and remote areas.

Delivery charges at a glance

UK deliveries

Most UK mainland orders arrive within 1 to 3 working days via Parcelforce, DX or one of our dedicated pallet networks. Composite panels and samples have their own timescales, set out below.

Our pallet partner does not offer next-day delivery to Cornwall or Devon. Please allow 5 to 7 working days for these areas.

Orders placed at a weekend or on a bank holiday are processed on the first working day following. All timescales are estimates and are not guaranteed.

Please note that dispatch is when your order is collected by the courier, not when it arrives at your door.

Discount codes cannot be used on orders to Northern Ireland, the Scottish Highlands and Islands, or the other remote destinations listed below.

Flooring deliveries

Laminate flooring is delivered on pallets by a dedicated pallet network. Delivery is £49 per order to UK mainland addresses, and free on UK mainland orders over £699.

Depending on the size of your order, your flooring will arrive either on a pallet by HGV or bubble-wrapped by courier van. If a vehicle the size of a fire engine would have difficulty parking or accessing your road or driveway, please tell us at checkout so we can arrange a suitable service.

Pallet deliveries usually arrive between 8am and 5pm on your delivery day. Someone must be available to accept the delivery — if it is missed, a redelivery fee may apply.

Not ready for your floor yet? Choose Store my floor – deliver when I'm ready as your delivery option at checkout. You pay for your order and delivery as normal, and we hold your flooring free of charge for up to three months. Let us know when you're ready and we can send it out as soon as the next working day.

Composite panel deliveries

Our composite panel range is delivered by JBS, a specialist two-man delivery service. These panels are long and are easily damaged in a standard parcel or pallet network, so they are collected separately and hand-delivered to your door by a two-person crew. Because this is a booked service rather than a standard courier round, it is charged separately and takes longer than our other deliveries.

Once your order has been dispatched, JBS will contact you directly by email and text to arrange your delivery slot. Please keep an eye out for it — your panels cannot be booked in until you have responded, so the timescales above depend on how quickly the slot is confirmed. Someone will need to be available at the address to accept the delivery, as it is a two-man hand-delivered service.

If nobody is available for your booked slot, or the delivery cannot be made because of access restrictions you did not tell us about, any redelivery, storage or failed delivery charges from the courier will be passed on to you at cost. We will confirm the amount before rebooking, and it must be paid before the redelivery is arranged.

Composite panels do not travel through our pallet network and cannot be combined with a flooring delivery. If you order both, they will arrive separately and each carries its own delivery charge — and your flooring will usually arrive first.

Bespoke and large panel orders

For bespoke or larger orders of our fluted and wide flat wall panels, we may need to arrange a dedicated or specialist courier. Where this applies, an additional delivery charge may be added on top of the standard rate at our discretion. We will contact you with a quote before your order is dispatched. Nothing is dispatched until you have agreed the charge, and if you would rather not proceed, we will cancel your order and refund you in full.

Samples

Samples arrive within 24 to 48 hours via Royal Mail. If you are not available, a card will be left and you can collect your order from your local post office.

Samples are sent at the standard rate to all UK addresses, including the Scottish Highlands and Islands.

Scottish Highlands, Islands and remote areas

This section applies to flooring and composite panel orders. Samples, slat panels and lighting are sent at their standard rates to all UK addresses.

We deliver to every part of the UK, but some destinations sit outside our carriers' standard mainland service and carry an additional carriage charge. Our £49 flooring rate, our £29.99 composite panel rate and free delivery over £699 apply to England and Wales. Delivery to mainland Scotland is £69 per order for flooring and £45 for composite panels.

If your delivery address falls within one of the postcodes below, there will be an additional fee to pay before we can dispatch the goods postcode dependant. We will contact you within one working day of your order with a carriage quote for your address. Nothing is dispatched until you have confirmed it. If you would rather not proceed, we will cancel your order and refund you in full. We reserve the right to cancel any order to these destinations.

Northern Ireland: we deliver flooring to Northern Ireland, but we can’t send wall panels there. If you’re ordering to Northern Ireland, please contact us for a quote before you order.

For a quote before you order, call 0121 387 8717 or email hello@accentfloorsandwalls.co.uk.

Tracking your order

We send you a tracking number by email or SMS as soon as your order is dispatched. You can also track your order with the courier by logging into your account.

Returns

You have 14 days from receiving your order to request a return or exchange. Once the request has been accepted, you have a further 14 days to return the order to us.

Cancellations and amendments

Orders cannot be cancelled or amended once they have entered the shipping process.

• Cancellations must be made in writing to returns@accentfloorsandwalls.co.uk by 5pm on the date of order for all in-stock items, as in-stock items are typically dispatched the next working day.
• Requests received after 5pm on weekdays or over a weekend will not be reviewed until the next working day, so we cannot guarantee that we will be able to amend or cancel your order before it enters the shipping process.
• You can still return your order for a refund once delivered, under the returns terms above.