Help Centre

Quality You Can Trust:
We source products only from reputable suppliers with full product guarantees.

Secure Shopping:
Your data is protected by SSL encryption and a secure payment gateway with 3D Secure technology.

Powerful Tools:
We provide filters, a comparison tool, and in-depth guides to help you make an informed decision.

Reliable & Insured Delivery:
We partner with trusted couriers, and all deliveries are insured against transit damage.

Our Price Match Guarantee: Get the Best Deal on Flooring!
We're committed to giving you the best price on your new flooring. If you find the exact same flooring product advertised for less by another legitimate South African retailer, we'll match it under these conditions:

How Our Price Match Works:

• Exact Same Product: The product must be identical to ours (same brand, model, colour, size, construction). We'll determine if products are truly identical.
• Proof Required: You must provide a verifiable link to the competitor's website showing the current advertised price, including VAT.
• In-Stock: The product must be currently available and in stock at the competitor.
• Legitimate Retailers: The competitor must be a legitimate, verifiable South African brick-and-mortar or online retailer. This excludes auction sites (e.g., Bid or Buy), marketplace sellers, liquidation sales, or pricing errors.
• Valid at Time of Request: The competitor price must be active at the time of the request. We cannot match expired sales or limited-time flash deals that have ended.

What's NOT Included:

• Competitor "specials" or promotional prices that are not their standard selling price.
• Pricing that includes additional discounts, loyalty points, or coupons.
• Products sold by private individuals or on auction/marketplace platforms.

Colour Accuracy on Screens
Screen Variations: Please be aware that all digital screens show colours differently.
Our Recommendation: For 100% colour accuracy, we strongly advise you to order a sample or visit a supplier showroom.

Tools to Find the Perfect Floor

• Filters: Use our shop filters to sort by moisture resistance, usage, guarantee, and more.
• Compare Tool: Select products to see their key specifications side-by-side in a clear table.
• Overview & FAQ Pages: Find deep-dive information on each flooring type, from construction to cleaning.

Finding Technical Documents & Guides

• Location: Find downloadable PDFs on each product page, directly below the main description.
• Content: These include technical specs, installation guides, and warranty information.

How Much Flooring to Order
Rule of Thumb: Always add 10% extra to your total square meterage to account for cuts and waste.

Choosing the Right Accessories
Location: Essential accessories are listed on the product page.

To ensure you are completely happy with your final choice, it's important to understand a few key aspects of how flooring products look and are made. This guide covers screen accuracy, samples, and natural manufacturing variations.

Screen Colour Accuracy

• Digital Screens Vary: Please be aware that every computer monitor, phone, and tablet screen displays colours differently.
• Not a Guarantee: The colours you see on our website are a close representation but should not be considered a 100% accurate match to the physical product.

The Purpose of Samples

• The Best Guide: Ordering a sample is the best way to see and feel the product's true colour and texture in your own home's unique lighting.
• A Close Representation: A sample is a small cutting from a specific production run. It serves as an excellent guide, but due to the batching process, it may not be an identical match to the final product you receive.

Understanding Batch Variations
Flooring is produced in large quantities called "batches." While manufacturers maintain strict quality controls, slight variations in colour, shade, or texture can occur between different production batches.

Some of our products are considered "Special Orders" because they are custom-made or cut from a larger roll specifically for you.

What is a Special Order?
A Special Order is any item that is custom-cut or manufactured to your unique specifications. Common examples include: broadloom carpets, vinyl sheeting, cushion vinyl, artificial grass cut from a roll, and custom-made blinds.

How Do I Know if an Item is a Special Order?
We believe in full transparency. Any product that falls into this category will be clearly marked on its product page as a "Special Order" or "Custom" item before you add it to your cart.

The Process & Returns Policy for Special Orders:

• Your Commitment: When you place an order for a special item, we will confirm the order before the custom manufacturing or cutting process begins.
• Non-Returnable Policy: Because these items are customized just for you, they cannot be returned or exchanged unless they are defective or not as described.

Stock Availability
We strive to maintain accurate and up-to-date stock information on our website.

• Products that are out of stock with our suppliers are clearly marked with a red cross and cannot be purchased.
• However, in rare instances of exceptionally high demand, an item may sell out faster than our systems can be updated. We appreciate your understanding in these exceptional circumstances.
• Peace of Mind: Use our help forms on the product pages or contact form before ordering.
• What to Provide: Mention the specific product and colour you're interested in.

If You Order a Product that is Out of Stock
Your Options: We will contact you immediately with 3 choices:

• A full refund.
• An alternative product.
• A backorder with an estimated arrival date.

Can I place a backorder?
Yes! While you can't place a backorder directly on the website, please contact us. We will check with the supplier for the next shipment's arrival date and can arrange a backorder for you.

Payment Methods
We accept a variety of secure payment methods, including:

• Credit & Debit Cards (Visa & Mastercard)
• Instant EFT
• Mobile Payments

Payment Security

• System: We use a leading Secure Payment Gateway.
• Protection: Your data is protected by SSL Encryption and 3D Secure technology. We never store your card details.

Credit & Payment Plans
Availability: "Buy Now, Pay Later" and other credit options are available at checkout through our payment provider.

• Order Confirmation: You'll receive an email with your personalised timeline, please allow enough time for communication — suppliers estimated at 6 working hours depending on the size of your order.
• Stock Preparation: We process your order in 1–2 business days (plus 3–5 days if a warehouse transfer is needed).
• "Ready For You" Notification: We'll send a final email when your order is ready for collection or has been dispatched.

Stock & Order Fulfillment

• Standard Order Processing: Allow 1 to 2 business days for order processing, quality control, and preparation for shipment.
• Custom Products (Blinds): Please note that custom-made items require a manufacturing lead time of approximately 14 working days before dispatch.

Stockouts & Transfers

• Stockouts: Rare stock discrepancies may occur. If stock is unavailable, we will contact you within 1 business day offering a guaranteed full refund or an alternative product.
• Inter-Warehouse Transfers: Transferring stock between depots (if required) may add 3 to 4 business days to the processing time. We will notify you within 1 business day if a transfer is needed.

Stock & Order Fulfillment

• Standard Order Processing: Allow 1 to 2 business days for order processing, quality control, and preparation for shipment.
• Custom Products (Blinds): Custom-made items require a manufacturing lead time of approximately 14 working days before dispatch.

Stockouts & Transfers

• Stockouts: Rare stock discrepancies may occur. If stock is unavailable, we will contact you within 1 business day offering a guaranteed full refund or an alternative product.
• Inter-Warehouse Transfers: Transferring stock between depots (if required) may add 3 to 4 business days. We will notify you within 1 business day.

Estimated Shipping Transit Times (after processing is complete)

Arranging a Collection

• Location: Collection is directly from the supplier's warehouse (not our administrative address).
• How: If a product is available for collection, the option to select "Local Pickup" will appear on the Cart/Checkout page.

The Collection Process

• Wait for Notification: You MUST wait for the "Ready for Collection" email before driving to the warehouse.
• What to Bring: Your Order Confirmation (digital or printed). Valid Identification (ID or driver's license).
• Timeframe: You have 7 calendar days to collect your order from the moment you receive the notification. Please contact us immediately if you need an extension.

IMPORTANT: Inspecting Your Order on Collection
It is your responsibility to INSPECT THE GOODS THOROUGHLY for any visible damage or defects BEFORE loading them and leaving the supplier's premises. We cannot accept liability for visible damage claimed after the goods have left the collection point.

Cancelling an Order

• Before Dispatch: Yes, please email us immediately with your order number.
• After Delivery: Yes, you can initiate a return for eligible items within 30 calendar days.

Can I cancel just part of my order?
Yes, if the order has not been dispatched. Please list the specific items to cancel in your email. If dispatched, you would need to follow the return process for those items.

Non-Returnable Items

• Special Order Items: Products that are custom-cut or manufactured to your specifications (e.g., broadloom carpets, custom blinds).
• Final Sale Items: Clearance products clearly marked as non-returnable.

Return Costs & Fees

• Responsibility: The customer pays for return shipping (unless the item is defective).
• Handling Fee: A handling and restocking fee of between 10% and 20% will be deducted from your refund. This covers the warehouse costs of rendering the goods fit for resale.

Arranging an Exchange
Eligibility: Possible for eligible items in original, unopened condition.

Finding Guides & Warranty Docs
Location: Find all documents on the product page (as downloads) and inside the product packaging.

Who Provides the Warranty?

• Provider: The warranty is supplied directly by the original manufacturer/supplier.
• Our Role: We act as your liaison and will assist you in managing any claims.

How Warranty Claims Work
Process: Contact us with a detailed description and clear photos. We will then liaise with the manufacturer for assessment and resolution.

What Can Void Your Warranty?
Your warranty can be voided by:

• Improper Installation (not following the official guide).
• Incorrect Subfloor Preparation.
• Failure to Use Mandatory Accessories (e.g., the correct underlay or a Damp Proof Membrane).

As a high-efficiency online store, we provide direct digital support to ensure our overheads stay low and our prices remain the most competitive in South Africa. For the fastest response, please use the channels below:

• ✅ WHATSAPP: Message our support team at 060 766 5562.
• 📧 EMAIL: Reach us directly at hello@flooringstore.co.za.
• 📞 LANDLINE: For administrative support, call 021 300 9668.
• 📝 CONTACT FORM: Use the secure form below for order updates or technical site assistance. This ensures your query is logged and visible to our support team immediately.

Administrative Hub Only: 3 Roslyn Street, Brackenfell. Please note we are an Online Exclusive store; no showroom or public collections are available.

Your Feedback & Our Commitment
Your experience is our top priority, and your feedback is essential in helping us improve. Whether you have a suggestion, a concern, or an issue you need resolved, we are here to listen and take action.

Share Your Feedback & Suggestions
Had a great experience you'd like to share? Have a suggestion for a new product or an idea to improve our website? We'd love to hear it! Your insights are invaluable and help us serve you better.

Raising a Concern or Complaint
If your experience did not meet your expectations, we sincerely apologize and want to make it right. Our team is committed to addressing your concerns with the urgency and attention they deserve.
To ensure we can investigate thoroughly and resolve your issue effectively, please provide as much detail as possible, including your order number, a clear description of the issue, and any relevant photos.

How to Reach Us
For all feedback, concerns, or complaints, please email us directly at hello@flooringstore.co.za.

Understanding Our Legal Policies
Our Terms & Conditions (T&Cs) and policies are in place to provide clarity and fairness for every transaction, ensuring both you and our business are protected. We've written them to be as clear and straightforward as possible.

What They Cover

• Terms & Conditions: Outlines the general agreement, including orders, payments, deliveries, and warranties.
• Refund Policy: A dedicated document detailing your 30-day return rights, shipping costs, and the refund process.

We recommend reviewing both to understand the full scope of our agreement.

Easy to Navigate & Access
We believe in transparency. Our policies are not a single wall of text; they are structured with clear, navigable headings so you can easily find the specific information you need.
You can view these documents under the "Legal Stuff" section on this page (or linked in our footer). For your convenience, these documents are also available for full download.