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Frequently Asked Questions


How do I make a payment?

You can order securely online or by phone. We accept all major credit cards and payment is made through a Stripe secure e-payments site. You can order online 24 hours a day, 7 days a week.


Our all my details secured at the checkout process? 

Using the latest encryption methods and provide physical security for our data servers to gather your personal information such as your address and phone numbers. Your credit card details are only entered on our payment partners highly secure server direct from Stripe

Internet commerce is fast becoming the preferred method of shopping for quality, variety and price. The SSL Protocol used by Wood To Floor assures that your shopping experience is secure and confidential.


Can I pay over the phone?

Yes, of course, you can call our sales team direct on 0333 577 2256 with your order during the hours of Mon-Fri 9:00am - 6pm Sat 9.00am - 12.00pm | Sun Closed.


What happens if my products arrive damaged? 

All our carriers are selected through stringent guidelines for service and quality control. If you have a concern regarding delivery, please advise our customer care department immediately. Damaged or faulty goods must be reported to us immediately on delivery either by phone: 0333 577 2256 or email [email protected] 

Any damaged goods MUST be signed as damaged on the delivery note. We will then make further arrangements with you to replace the damaged goods at the earliest possible date.


What if my order is not in stock?

In the unlikely event that the product or flooring you have chosen is not in stock, we will contact you immediately. 

You will then be offered the choice of cancelling your order for a full refund, Offered possible alternatives off very similar floors or waiting until the product has come back in stock, our sales advisors will be able to advise when this would be.


Can I use underfloor heating with my flooring?

Yes, 95% of our floors are suitable for use with Wet or Electric underfloor heating. Once you have found your perfect floor, make sure to check the Product description as this will let you know which underfloor heating type it is suitable for, if not both. 


Do you offer a fitting service?

At the moment I'm afraid we don't, but not to worry this is something we are currently working on!


Which floorings are scratch resistant?

No Floor covering is 100% scratch-resistant, for all Engineered, Real wood or Laminate we advise you to install Our self-adhesive Felt pads to all furniture such as chairs, sofas, and tables. This will help reduce the risk of any scratches.  The most durable type of Floor covering is the Click LVT Vinyl.


How do I clean my floor?

We offer a large selection of handpicked wood flooring cleaning products. If you are unsure which is best for you, please call our Customer sales team and they will be able to guide you to the correct product.