Shipping policy
Delivery Charges
At Citadel Flooring, we offer clear and simple delivery options based on the size of your order. You will receive tracking information as soon as your order is dispatched.
For a limited time only (until the 23rd April), all orders will be delivered free of charge - no minimum spend required.
| Order Size | Service (Tracked) | Cost | Delivery Time |
|---|---|---|---|
| All Samples | Royal Mail 1st class | FREE | 1-3 Business Days |
| Up to £130 | Standard parcel delivery (DPD or Evri) | FREE* | 1-3 Business Days |
| £130 to £499.99 | Kerbside pallet delivery | FREE* | 1-3 Business Days |
| Orders over £500 | Kerbside pallet delivery | FREE | 1-3 Business Days |
*Limited time only (until the 23rd April)
Kerbside Delivery
For small orders, we use standard parcel couriers who will bring the items to your front door. However, for medium and large size deliveries your delivery will arrive via a specialist pallet service. This is different from a normal parcel delivery, and here’s what you can expect.
What is a Kerbside Pallet Delivery?
Your flooring will arrive securely wrapped as a single, large item on a wooden pallet. The delivery will be made by a large lorry (not a small van), which is equipped with a tail-lift at the back. The driver will use a pallet truck (a manual trolley) to offload the pallet from the lorry.
Where will the driver leave the pallet?
The driver's responsibility is to move the pallet to the nearest safe and accessible hard-standing surface at your property.
For most homes, this will be your driveway. The driver will happily use their pallet truck to place the pallet on your driveway if it is flat and paved (e.g., tarmac or concrete).
If your driveway is inaccessible (e.g., it is very steep, or has a gravel or grass surface), the delivery will be made to the next nearest safe point, which may be the pavement at the end of your drive.
Your Role on Delivery Day
Someone must be home: A person over the age of 18 must be present at the property to inspect the pallet for any visible damage and sign for the delivery. The driver cannot leave the pallet without a signature.
You carry the goods inside: This is the most important part. The driver's job is to deliver the pallet to the kerbside. From that point, it is your responsibility to unwrap the pallet and carry the individual flooring packs into your home. Please ensure you have someone able-bodied on hand to help you with this.
If you have any concerns about access to your property for a large vehicle or any other questions about the delivery process, please get in touch with our team before placing your order.
Missed Delivery
Small deliveries (under £150) may be redelivered free of charge, as these will be sent via couriers (eg DPD/Evri), however medium and large orders will be sent by the pallet.
Therefore, if you miss a medium or large size delivery to your home or office, we will unfortunately have to charge you for re-delivery. This is because your order will be sent back to our warehouse, and we will have to pay the pallet delivery company again to attempt re-delivery. Deliveries cannot be made to your neighbour or stored in a safe place, so they only way a successful delivery can be made is if you are present at your property.
We will do our best to keep you updated on delivery timelines, including automatic emails sent to you with your order tracking number, however it remains your responsibility to keep on top of the delivery and to ensure you are present at your home when the delivery is made.
Goods Inspection
Upon delivery of your goods, the delivery driver will ask you to sign that your goods have been delivered, without damage. It is therefore imperative that you inspect the outside of the pallet for any visible signs of damage before you sign for it. Please note any external damage on the driver's delivery note. A detailed inspection of the individual planks should then be carried out before you begin installation
Delivery Delays
Should there be unexpected delays in the delivery of your order, not because of an issue on our side, but because the courier or pallet delivery company has delays on their end, we will update you accordingly.
However, we strongly advise you to book fitters after your products have arrived, so that you don’t risk paying a fitter to fit your flooring on a date before your goods have arrived.
Fitters
As noted above, we cannot accept liability for the payment of a fitter before your goods have arrived, and strongly advise you to make and receive your order of flooring, before a fitter is booked in
Samples
Our policy for samples is as clear and transparent as our delivery policy above.
All samples are delivered free of charge to your home via Royal Mail, and should arrive within 1-3 days of sample order receipt.
Collection
We offer a free collection of your goods from our warehouse in Wythenshawe, Manchester, so if you are based nearby, why not choose this option and save yourself the delivery fee? What’s better, we can ensure your order is ready to collect within 24 hours of receipt, so if you are in a rush, you can collect and take home your flooring in no time!
If you wish to collect your order, just click the “click and collect” option at checkout!