FAQs

Most frequently asked questions and answers

We supply our products to the following counties in the South and South East of England;

  • London
  • Kent
  • East Sussex
  • West Sussex
  • Hampshire & Isle of Wight
  • Surrey

This is so that we can provide the best possible service to our customers.  If you fall outside of our coverage area please contact Customer Services to find out if we can assist you.

Unfortunately not. In order to offer the best value prices to our customers we are not able to maintain a showroom. We do provide a free sample service so that you can view our products at home. Contact Customers Services to find the closest retailer showcasing our floors by arrangement.

We will send you up to 3 FREE samples of wood by mail. Subject to availability these should arrive within 2-3 working days of your request. The samples should be around A5 in size but will be dependent on the plank width of the product you have selected. To order your samples use the FREE SAMPLE button located on each product page and complete your details. If you would like to request more than 3 samples please contact Customer Services to discuss postage.

The accessories and sundry items you need will vary depending on your project.  We have created a Checklist to help our customers identify accessories suggested for their installation. The Checklist can be found on the Information Hub of our home page.

We sell Lacquered, UV Oiled, Natural Oiled and Hardwax Oiled floors. We have summarised the attributes of our floors below, please note that we do not recommend installing a wood floor in a bathroom or wet room.

A UV Oiled surface has a matt finish. It is treated with a cured oil exposed to UV light for a fast and efficient seal. A low maintenance floor suitable for all rooms except bathrooms. It is particularly recommended for the kitchen and multi-use spaces as the seal helps to protect against heavy spillages.

A Lacquered surface has a smooth finish available in satin or matt.  A low maintenance floor suitable for all rooms except bathrooms.  As with UV Oiled products it is particularly recommended for the kitchen and multi-use spaces as the seal helps to protect against heavy spillages.

A Natural Oiled surface has an open grain with a matt finish. The unique feature of this type of floor is that that it can be repaired more easily. The open grain makes this surface unsuitable for the kitchen or bathroom and requires more regular maintenance.

A Hardwax Oiled finish has a sealed breathable surface that is a good repellent against water and dirt.  This finish requires more maintenance than Lacquered/UV Oiled products, but less maintenance than a Natural Oiled. A more repairable surface when compared with Lacquered or UV Oiled.

A “Brushed” finish is a term used to describe exposing or raising the grain surface by removing the softer spring wood and leaving a stronger, textured finish.  Available in UV Oiled, Lacquered or Natural Oiled.

A “Cross-sawn” finish is a term used to describe saw marks usually across the width of a plank which a feature on some Vintage floors.

An “Aged & Distressed” finish is a term used for distressing or causing minor damage or dents to surface of the oak wear layer.

To find our what finish is suitable for your project view our Floor Suitability Guide available on the home page.

We have organised our flooring into 5 ranges;

Standard.  Our largest range representing our best value. Plank dimensions vary by product with wear layers of 2.5, 3 and 4mm.  We have many different floor colours and styles in this range, each with its own benefits. 

Original. Our premium range with a thick 6mm wear layer. Luxurious planks in classic styles that can be sanded at least 3 – 5 times for floors that will last a lifetime.

Vintage. Aged and distressed flooring with a 4mm wear layer. Perfect for rustic or industrial interiors.

Design. Can be laid in a herringbone or chevron pattern for a beautifully designed floor. Planks have a 4mm wear layer.

Bespoke.  Individual planks have been distressed with marks and dents to give the character of an aged floor, ideal for replicating the look of original floorboards. Planks have a thick 6mm wear layer, available in 180 or 220mm widths. This is a special-order item and will take 14-21 days to produce.

If you have not already appointed a professional installer we have a list of approved installers that can be contacted for an estimate. As an online supplier we do not operate an on-site survey or fitting service of our own. Our approved installer list can be found on the Find an Installer page of the Information menu.

If you choose to appoint someone not on our list please ensure that they follow our guidelines and BWFA guidelines and practices.

There are 3 installation methods; floating, bonding and nailing.  The method you should use will depend upon the material of your sub-floor and the particular wood-floor product you have chosen.  Our Checklist explains the different installation methods and their applications in more detail, we also have an Installation Guide available to download.  The Checklist and Installation Guide can be found on the Information Hub of our home page.

This is the base you are laying the new floor on.  The sub-floor could be made from several different materials such as concrete, timber or a mixed surface. Our Checklist, found on the Information Hub on our home page, looks at sub-floors and correct installation methods in greater detail.

A waste factor should be added to your wood floor purchase to allow for cutting and correct placement during installation. For a regular plank installation an additional 10% is recommended  rising to 15% for a design installation such as parquet, which requires more cutting.

The short answer is “No”. A bathroom is prone to excessive water and moisture levels that damage wooden flooring.

If you would still like the appearance of natural wood, without the coldness of tiles, we would recommend our Luxury Vinyl Plank – a new range we are hoping to make available to our customers soon. Join our mailing list to find out more about new products.

All of our flooring is compatible with Under Floor Heating.  With all UFH systems it is important to never exceed a surface temperature of 27c.  For more information regarding UFH systems and successful installation please see our Checklist and Installation Guide available on the Information Hub on the home page.

No. As mentioned in our Terms & Conditions it is not possible to collect goods. Our delivery procedure is laid out in the Delivery section of our website in the Information menu.

If you have ordered more flooring than required you may return any unopened packs to us, however, the carriage is payable by you. Bespoke items are non-returnable. Please see our Terms & Conditions in the Information menu for full details.

We will contact you by email using the address you provide.

We will email confirmation of a free sample request.

You will receive emails from us providing updates on the status of your order.  We will acknowledge receipt of and confirm the order and delivery date once this has been processed. We will notify you if an item is out of stock or has become unavailable.

On receipt of a completed Warranty Form we will send you a Warranty Acknowledgement for your records.

If you have any further queries please contact Customer Services.

We accept payment by credit and debit cards or via bank transfer.

Our secure network and payment procedure keeps your information safe and secure.