Shipping policy

Delivery Options

Our delivery costs vary based on the products you order and your location. These charges will be automatically updated in your basket as you select items and delivery options.

Standard Delivery Includes:

  • Fast Delivery: Receive your order within 2 days or on your chosen date after receiving the confirmation email.
  • Delivery Window: Between 8 am – 6 pm on your selected date.
  • Kerbside Delivery Only: Delivery to the curb; ensure someone is present to receive the order.
  • Free Delivery: We offer Free Two Days delivery on all our orders.
  • Single-Person Delivery: Our standard delivery is handled by one driver.

Delivery Terms & Conditions

  • Kerbside Service: Our delivery service is to the kerbside only. You must have someone able-bodied at the delivery address to accept the goods and move them into your property. The driver may assist at their discretion but is not obliged to help beyond the kerbside.
  • Failed Delivery: If no one is present to receive the delivery, additional charges may apply for redelivery.
  • Delivery to Scotland: Some areas may require an additional day for delivery. We will inform you of any changes to the delivery date.
  • Restricted Access: Notify us in advance of any access restrictions. Failure to do so may cause delivery delays and incur additional charges.
  • Delivery Timing: Deliveries occur between 8 am and 6 pm, Monday to Friday (excluding Bank Holidays).
  • Driver’s Role: The driver’s responsibility is limited to unloading the goods from the vehicle. They are not required to move goods into your home, although some may assist if requested politely.

Damages

  • Inspect Upon Delivery: Check the goods for visible damage immediately upon arrival. If you notice any damage, accept the delivery and write "DAMAGED" along with your signature.
  • Report Damage: After inspection, report any damaged materials by emailing us at support@casafloors.co.uk with photos and "DAMAGED" followed by your order number in the subject line. Alternatively, call us at 0330 174 4765.
  • 24-Hour Claim Window: All damage claims must be submitted within 24 hours of delivery. Claims made after this period may not be processed.

Failed Deliveries

If delivery is attempted but cannot be completed because the site is unattended, there is inadequate help to offload the goods, or the delivery is refused, the delivery charge will not be refunded. Additional charges for redelivery or return to sender will apply and will match the standard delivery charges for your postcode. Casa Floors is not liable for any costs due to late deliveries or other delivery issues.

Booking a Fitter?

If you have scheduled a fitter for your flooring, ensure the goods have been delivered and inspected before confirming their start date. We are not responsible for any losses incurred if the goods do not arrive on time, as deliveries are managed by third-party couriers.