Remland Carpets
Remland Carpets
Making your flooring dreams a reality

    Help & FAQs

    Top Questions

    Do you offer a fitting and measuring service?
    We offer a free, no obligation home consultation service. You can book an appointment with our sales experts for a time and day that is most convenient for you on 01303 253399 (option 2).

    Please note, we only offer this service around South East Kent. If this is not local to you, you can find a professional fitter on www.nicfltd.org.uk.
    Is there a showroom where I can view your flooring?
    Yes, come and visit our showroom at Units 1-3, Kingsmead, Park Farm, Folkestone, Kent, CT19 5EU.
    Do you deliver on weekends?
    Unfortunately we cannot deliver on weekends.
    Do you offer Click & Collect?
    Yes, please select the 'Click & Collect' option at the checkout.

    Not all of our products are available for Click & Collect, however if you email help@remlandcarpets.co.uk we can help with your order. Collection is from our warehouse in Folkestone, Kent - CT19 4FJ.
    How do I measure my room?
    Measuring your room Here is an example if your room is a rectangle. It's as simple as measuring the length and width of your room - the width here would be 2m and the length would be 5.1m.

    Unless otherwise stated, we recommend that you add 10-20cm extra for cut lengths and 10% for boxed products (such as tiles) to allow for wastage and cuts. In our example this would mean ordering 5.3m x 2m = 10.6m2.

    If you require any further help regarding measuring your room or how much flooring you need to order please drop us an email and we will be happy to help.
    Which way does the pattern run on flooring?
    Unless stated in the description, the pattern typically runs up the length of each roll - not the width. Our image always represents the design of the flooring running up the length.
    Which flooring can be used with underfloor heating?
    Keep an eye out for this logo on our product pages which shows if the flooring is suitable. If the logo is not shown, the flooring is not suitable.
    Do your prices include VAT?
    Yes, all our prices include VAT.
    How can I get some FREE samples?
    Samples of many of our product ranges are available to order through our website - look for the green 'Free Sample' button on the product page. If there is not a sample button, unfortunately we're unable to provide a sample of that particular flooring.

    We can send a maximum of 5 samples per customer. These are normally small cuttings from our own stock to give you a feel for colour, quality and thickness. If we can't provide the sample ourselves we may arrange to have it sent to you directly from the manufacturer.

    We always recommend you order a sample before purchasing any item. This is because your screen may not show an accurate representation of the colour or design. The sample should give you a true idea of the colour, style and quality of the product.

    Please note, samples may sometimes vary slightly from purchased items because of the way flooring is manufactured in different batches.
    When should I book a fitter?
    When booking your fitter, it is very important you allow enough time for any unexpected delivery delays or damages that may have to be resolved.

    We use third party couriers and they are usually very reliable, but mix-ups and delays do occasionally happen and the order may not arrive on the day originally specified. We would recommend that you book a fitter at least 8 days after your expected delivery date.

    Payment

    What payment methods do you accept?
    Visa, Mastercard, American Express and PayPal.
    Do you have any promo codes?
    We often run offers with promo codes - to keep up-to-date and receive the codes sign up to our marketing emails here!
    Can I use more than one promo code with my order?
    No, only one promo code can be used per order. Check the individual promotion terms and conditions for more details.

    Delivery

    How will I know my goods have been dispatched?
    Upon dispatch you will receive an email from us. It will include an estimated delivery date as well as a method of tracking the progress of your delivery.
    How long does delivery take?
    See below for the estimated delivery times for UK mainland. This is subject to stock availability.

    Please note that for some larger items we will use a specialist 2 man delivery service, which may take slightly longer. Contact us for more details - help@remlandcarpets.co.uk.
    Brand
    Estimated delivery time
    Allura
    5-10 working days
    Alternative Flooring
    3-5 working days
    Altro
    2-4 working days
    Balterio
    3-7 working days
    Burmatex
    2-5 working days
    CFS Flooring
    2-5 working days
    Coral
    5-10 working days
    Crown Floors
    7-10 working days
    Eternal
    7-10 working days
    F Ball & Co
    1-3 working days
    Flotex
    5-10 working days
    Furlong Flooring
    3-7 working days
    Heckmondwike
    2-5 working days
    Interface
    3-7 working days
    iSense
    3-7 working days
    JHS
    2-5 working days
    Lano
    7-10 working days
    Leoline
    3-7 working days
    Lifestyle Floors
    3-7 working days
    Luvanto
    2-5 working days
    Marmoleum
    5-10 working days
    Novilon
    3-7 working days
    Oryzon Grass
    3-7 working days
    Polyflor
    3-7 working days
    Rawson
    2-5 working days
    Remland Carpets
    2-5 working days
    Rewmar
    1-3 working days
    Rhinofloor
    3-7 working days
    Sarlon
    7-10 working days
    Sphera
    7-10 working days
    Surestep
    7-10 working days
    Tarkett
    3-7 working days
    Tessera
    5-10 working days
    Woodpecker
    2-5 working days
    What are your delivery fees?
    For orders over £95 within the UK mainland delivery is FREE. If the order is under this value a delivery fee of £9.95 does apply.

    Some larger items may incur a £30 surcharge for a specialist 2 man courier service to ensure safe delivery. This will be quoted in your shopping basket before the order is placed.

    If the delivery is not within the UK mainland, please see below for your delivery fees:
    £24.95Isle of Wight
    £29.95Isle of Canna, Isle of Eigg, Isle of Colonsay, Isle of Gigha, Isle of Jura, Isle of Iona, Isle of Coll, Isle of Tiree, Isle of Mull, Isle of Rum, Isle of Skye, Isle of Bute, Isle of Arran, Isle of Islay, Isle of Mann, Hebrides, Shetland, Orkney
    £39.95Jersey, Guernsey, Isles of Scilly
    Can I have a different delivery address to my billing address?
    Yes - when making your purchase online you can enter both a billing address and a shipping address.
    Can you deliver overseas?
    Yes we can, please email us - help@remlandcarpets.co.uk - with all the details of what you would like and where you would like the goods delivered to. We will then get a quote from our international couriers and get back to you as soon as possible.
    What should I do if my order has not been delivered yet?
    Please refer to your dispatch email which will state an estimated date. If the goods have not arrived within that time frame, please send us an email to help@remlandcarpets.co.uk with your order number and we will be more than happy to help you.
    Can I specify a delivery date?
    As long as the delivery is in the time frame we advise for the item we can take a recommended delivery date and do everything we can to get it to you for then. We cannot always guarantee the delivery will arrive on that day due to us using a third party courier.

    Returns & Refunds

    What is your returns policy?
    If you wish to cancel your order before it has been cut into or dispatched please email help@remlandcarpets.co.uk stating your order number and which item/s you are cancelling.

    If you are ordering a carpet, vinyl, flotex, entrance matting or any other flooring cut from a roll, these items are classed as a bespoke order and are cut to your specific size. If the goods have already been cut we may still be able to cancel the dispatch of your goods. However, you will incur a restocking fee to cover the costs associated with a bespoke order. This restocking fee will be at least 25% of the purchase price of the goods.

    If you decide to return your goods to us this will need to be done at your own cost, unless it is a manufacturer fault or damaged. If you would like us to arrange the return for you we can obtain a quote from our couriers, this will be subject to your approval. Please note returns are more expensive than the original delivery cost.

    If an item is faulty we will ask for a few pictures to be emailed to identify the problem. Faulty goods will be collected free of charge and replacement items sent. However, if you have fitted or used your items in any way, or been in possession of them for more than 28 days, we unfortunately cannot consider or accept any returns.
    Have you received my returned item?
    Once the item has been returned, we will contact you to let you know how we are processing your refund.
    How long does refunds take to be processed?
    We will refund you via the original payment method within 3-7 working days. The refundable amount is subject to conditions stated above.

    Can't find an answer?

    Our friendly team are here to help. Just click the Live Chat button below to start the conversation.

      Open Live Chat

    Or email us at help@remlandcarpets.co.uk
    Samples Basket

    You do not have any samples in your basket.

    Samples Checkout
    Your Details
     
    Delivery Details