Shipping & Returns Policy

Last Updated: 24 September 2026

Edinburgh Flooring Company (a trading name of Edinburgh Flooring Shop Ltd, Company No. SC582473, VAT No. GB291363789) (“we”, “us”, or “our”) operates the website www.edinburghflooringcompany.com. By placing an order through this website, you agree to the terms outlined below.

1. General & Stock Availability
All orders are subject to stock availability. We maintain active inventory controls, but occasional stock discrepancies may occur. If an item is out of stock, we will dispatch the available items immediately and contact you. You will have the option to wait for the back-ordered stock to be replenished or to receive a full refund for the unavailable items.

2. Shipping Costs & Calculations
Delivery charges are calculated at checkout based on the total weight, dimensions, and delivery destination of your order. The delivery cost shown at checkout is final. Payment for shipping is collected at the time of purchase.

3. Delivery Terms & Dispatch

• Heavy Goods & Pallet Deliveries (Kerbside Only): Large flooring orders (e.g., solid wood, LVT, laminate) are delivered via heavy goods vehicles on pallets. Deliveries are kerbside/drop-off only. Drivers are not insured to carry goods inside your home, upstairs, or into specific rooms.
• Domestic Transit Times (UK Mainland & Scotland): Standard domestic shipments are generally in transit for 2 to 7 business days.
• International Transit Times: International deliveries generally take between 7 to 22 business days, depending on the courier selected at checkout.
• Dispatch Schedule: Orders are typically dispatched within 2 business days following receipt of payment. Our warehouse operates Monday through Friday, excluding national and bank holidays.
• P.O. Boxes & Military Addresses: P.O. Box deliveries are handled via postal services only (no private couriers). Military addresses are dispatched using official postal services where applicable.
• Change of Delivery Address: You may update your delivery address at any time before your order has been dispatched by emailing support@edinburghflooringcompany.com.

4. Tracking & Order Status
Upon dispatch, you will receive an automated dispatch notification from orders@edinburghflooringcompany.com containing a tracking link to monitor the progress of your shipment.

5. Returns & Cancellations

• Return Due to Change of Mind: We accept returns for change of mind provided the request is submitted to support@edinburghflooringcompany.com within 30 days of receiving your items. Goods must be returned unopened, unused, in their original packaging, and in a reselling condition (custom-cut or bespoke flooring products are strictly excluded). Return shipping fees are paid at the customer's expense. Once inspected, a refund will be issued to your original payment method. Original shipping charges are non-refundable.
• Order Cancellations: If you wish to cancel an order before it has been dispatched, please contact hello@edinburghflooringcompany.com or call us immediately for a full refund.
• Warranty & Faulty Goods: We honor valid warranty claims submitted within 90 days of receipt. Contact support@edinburghflooringcompany.com with photographs and a description of the defect. Customers must pre-pay return shipping for evaluations, but we will fully reimburse these costs if the claim is verified as a valid manufacturing defect. Confirmed claims will be processed within 7 business days for a refund, store credit, or replacement.

6. Damaged or Lost Shipments

• Damaged in Transit: If a pallet or parcel arrives visibly damaged, please reject the delivery from the courier and notify support@edinburghflooringcompany.com immediately. If accepted in your absence, contact customer support within 48 hours with photographic evidence.
• Lost in Transit: We will initiate an investigation with the carrier and process a replacement or refund once the parcel is officially deemed lost.

7. Customer Support Directory for Shipping & Returns

• Pre-Sales & Shipping Questions: hello@edinburghflooringcompany.com
• After-Sales, Delivery Tracking & Returns: support@edinburghflooringcompany.com
• Automated Order Receipts & Dispatch Updates: orders@edinburghflooringcompany.com

Appendix: Model Cancellation Form
(Complete and return this form only if you wish to withdraw from the contract within the 30-day change-of-mind period)

To: Edinburgh Flooring Company (Edinburgh Flooring Shop Ltd), 158 Morningside Rd, Edinburgh EH10 4PX | Email: support@edinburghflooringcompany.com

I hereby give notice that I cancel my contract of sale of the following goods: ....

Ordered on ... / Received on ...

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (if notified on paper):

Date: