Frequently asked questions

Your flooring questions answered

Choosing new flooring takes time. After all, there are so many types of flooring, and so many styles, designs, patterns and colours. If you want to know the best flooring for a particular room or how we can help you choose new flooring, read on. And if you find that we haven't answered your question, simply contact your local store. They’ll be happy to help.

Questions about our flooring products

At The Floor Room, we’re proud to offer an extensive range of carpet, luxury vinyl, laminate and wood flooring options. Got a question? See if it’s answered below. If it’s not, simply contact a store for help.

When does carpet need to be replaced?

Careful carpet maintenance – regular cleaning, taking care of spills quickly, and following the manufacturer’s care guidelines – can help extend your carpet’s life. However, any carpet that gets regular use and high levels of foot traffic will need replacing at some point. When this happens depends on the type of carpet on your floor and how well you’ve looked after it.

Signs that your carpet needs replacing include stains that won’t budge, wear and tear, an uneven or wrinkled surface, and an increase in a household member’s allergy symptoms.

How do I measure my stairs for carpet?

Accurately measuring a staircase for new carpet is a skilled job. We always recommend professional measuring, especially for tricky areas like stairs. It’s easy to book an in-home consultation.

If you want to try yourself first, measure the height of each stair (the riser) and its depth (the tread) to give you the length of the staircase carpet you need. Multiply this number by the width of the staircase. Confirm your measurement by measuring again, and add 10% to cover carpet wastage and for margin of error.

What is considered to be normal wear and tear for my type of carpet?

Over time, all carpets will start showing signs of wear. The extent of the wear and tear often depends on the type of carpet you choose.

Saxony carpets will show slight pile reversal over time. This is to be expected, and happens naturally with daily use and weekly vacuuming. That aside, your Saxony carpet should always keep its shaggy pile and luxurious appearance.

Loop pile carpets can show signs of pile-flattening in high traffic areas. However, loop pile carpets typically have excellent stain- and dirt-resistant properties and tend to look great long-term.

Polyamide carpets can cope with high levels of foot traffic with very little change to their appearance. Because they’re made with man-made fibres, polyamide carpets are very resilient and tend not to fade.

To make sure your carpet lasts as long as possible, choose it carefully taking into account foot traffic and the room it’ll be installed in. Good quality underlay can prolong the life of your carpet.

My carpet is showing footprints. Does this mean that it’s faulty?

If yours is a pile carpet, it may show compression marks like footprints if the pile of the carpet has been disturbed. These compression marks are not a sign of a faulty carpet.

Carpets with a deeper pile will inevitably be disturbed or flattened during everyday use by feet, bodies and furniture. Randomly distributed light and dark patches will be visible, depending on the angle of the pile in relation to where you are in the room. This most often happens with a deep pile carpet like a Saxony carpet. Regular vacuuming will help maintain the pile of your carpet. A beater bar vacuum cleaner is the best choice for cleaning a Saxony carpet.

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Will I need underlay for my flooring?

If the type of flooring you’ve chosen needs underlay – and remember, underlay isn’t just for carpet – please know that it is not an optional extra. Underlay impacts the finish, feel and durability of your flooring. The right underlay makes flooring more comfortable and can increase its life by 30 to 50%.

Here are six reason why underlay is so important to you and your floor:

1. Underlay makes your flooring more comfortable as it's cushioned and very durable.
2. Underlay absorbs shock, impact and pressure making flooring more comfy to walk on and minimising indentations and compression marks from furniture.
3. Underlay reduces sound, both from impact on the floor (like footsteps) and within a room which helps to create a calmer and more peaceful environment.
4. Underlay can reduce energy bills as it traps heat and helps to insulate your home more efficiently.
5. Underlay protects your flooring by reducing how much tiles or planks flex.
6. Underlay makes your flooring last longer and that can save you money in the long run.

Can underlay help reduce noise?

Yes. Most types of underlay will help reduce sound by absorbing noises like footsteps and general hubbub, simply because they’re an extra layer between your subfloor and your flooring.

If you want your underlay to specifically reduce noise, consider the type of subfloor and flooring in your room.

A concrete subfloor is made of a very dense material – the concrete – which will already be doing a reasonable job of limiting the amount of sound that travels between floors. Underlay on top of a concrete subfloor can absorb impact noise, which is the sound made by people walking on it.

Is all underlay the same?

No. You’ll find that there are different types of underlay that are suitable for different types of flooring and that have been specially designed for different purposes – like thinner, non-slip underlay for luxury vinyl flooring.

Our underlays are clearly marked with the type of flooring they’ve been designed for. You’ll also find each has a tog value (like a duvet) to indicate its ability to insulate a room, and whether it is suitable for use with underfloor heating.

We make sure that we offer underlay to suit all flooring types. Whichever one you chose, know that it’s been designed to help your new flooring be more comfortable, more insulated and more soundproof – and even more hardwearing over time.

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What is luxury vinyl flooring?

Luxury vinyl flooring – or LVT, which stands for luxury vinyl tile – is a man-made material that comes in easy-to-fit planks or tiles. These can be installed either to “float” above the subfloor or be affixed to the subfloor. Luxury vinyl flooring is a practical and durable alternative to laminate flooring and wood flooring.

Can I have luxury vinyl flooring over my underfloor heating?

Yes. Durable and versatile luxury vinyl flooring can be installed on top of underfloor heating.

Is luxury vinyl flooring waterproof?

Luxury vinyl flooring comes in planks and tiles and both kinds are completely waterproof. In fact, luxury vinyl cannot be damaged by exposure to moisture, making it a great option for kitchens and bathrooms.

It’s very important to ensure that your luxury vinyl flooring is professionally fitted as a professional fitter will know how to seal all the edges of your flooring to make sure that water can’t get under the floor.

Luxury vinyl flooring is not safe for use in wet rooms, pools, saunas and any area which has, because of its purpose, a very wet floor. This is because luxury vinyl flooring is not sufficiently slip-resistant.

Is luxury vinyl flooring durable?

Yes, very. Luxury vinyl flooring is made of multiple layers, and this type of construction means that it’s very hardwearing. It has a durable top layer that provides protection from scuffs, scratches, stains, dents and other marks. Under the top layer, layers of core materials ensure that luxury vinyl flooring is entirely waterproof.

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What is laminate flooring?

Laminate flooring is a type of man-made flooring that has an authentic flooring finish – either wood, tile or stone – so it looks just like the real thing but is much more affordable.

Laminate flooring is made from high-density fibre-board that’s finished with a decorative woodgrain-, stone- or tile-patterned paper and topped with a hardwearing film.

Is laminate flooring waterproof?

Laminate flooring is not waterproof so it’s important to mop up spills quickly, as you would with wood flooring. Some types of laminate flooring are water-resistant.

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What is engineered wood flooring?

Engineered wood flooring is more stable than solid wood – it contracts and expands in response to changes in temperature significantly less than solid wood does. It’s also environmentally-friendly.

Engineered wood has a veneer of real wood on top of a core of criss-crossed plywood or softwood. This cross-layering makes engineered wood study and stable, prevents warping. The final bottom layer is another thin veneer of real wood.

Can real wood flooring be waterproof?

While wood is not naturally waterproof, it can be made water-resistant. Take a look at our watertight wood flooring.

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If you’re looking for new flooring, you’ve come to the right place. Need help choosing? Read our flooring buying guide or contact an in-store flooring expert.

What different types of carpet does The Floor Room sell?

The carpets you’ll find at The Floor Room are made of either wool, wool blend, polypropylene or a nylon/polyamide blend.

Here's a little more about each type of carpet

Wool carpets are highly resistant to dirt and stains, and are less inflammable than many other types of carpet. They’re also long lasting, and naturally insulating – you may find that rooms with wool carpeted floors are warmer in the cooler months. And, of course, wool carpets look and feel fabulous.

Wool blend carpets are made of a mix of real wool and man-made fibres. This means that alongside all the natural characteristics of wool, wool blend carpets are also extra durable and even more long lasting.

Polypropylene carpets are hardwearing, fade-resistant, stain-resistant and very affordable. Made from 100% synthetic fibres, polypropylene carpets are great for busy households and homes with children or pets as polypropylene can be easily cleaned with just diluted bleach.

Nylon/polyamide blend carpets are made from the most hardwearing synthetic carpet fibres. They are incredibly durable and look new for longer. Nylon/polyamide blends are often used for bold or brightly-coloured carpets.

What kind of hard flooring do you offer?

Our extensive selection includes laminate flooring, luxury vinyl flooring, engineered wood flooring and cork flooring. Within each category we offer a huge range of styles, designs and colours.

What’s the difference between laminate flooring and wood flooring?

Both laminate and wood flooring come under the heading of hard flooring. Even though they may look similar, they are quite different.

What are the pros and cons of laminate flooring?

1. It’s man-made, so it’s available in a really wide range of colours and patterns.
2. It’s less expensive.
3. It has a consistent finish – what you see in the store is what you’ll get in your home.
4. It’s very tough and almost dent-proof.
5. It cannot be refinished if you want a different look.

What are the pros and cons of engineered wood flooring?

1. It’s a natural product, so it’s only available in natural wood colours.
2. It’s more expensive.
3. It has a unique finish – every piece of engineered wood flooring is different.
4. It’s softer and may scratch or dent.
5. It can be sanded and re-stained, depending on the thickness of the veneer.

What’s the best flooring for my kitchen?

Along with bathrooms, kitchens need durable and resilient flooring that’s designed to withstand spills and splashes.

Luxury vinyl flooring is an excellent choice for kitchens. It’s low-maintenance, easy to clean and fully waterproof when professionally installed. It's also available in many different looks, designs and colours, replicating wood flooring, ceramic tiles and stone tiles.

Wood flooring can also be a good option for a kitchen floor, as long as it’s given plenty of care and attention, and appropriately maintained. You can also treat your wood flooring to be even more water-resistant if yours is a particularly splashy household.

What’s the best flooring for allergy sufferers?

If you or a family member suffers from allergies, your choice of flooring can make a big difference to how you and they feel when relaxing at home.

Look out for flooring that’s as smooth and sleek as possible as this means fewer places for dust, dirt and other allergens to hide. Smooth flooring is also easier to keep clean. Laminate flooring and some types of luxury vinyl flooring options might work well for you.

What’s the best carpet for heavy traffic?

If you’re looking for carpet for a heavily-trafficked floor, like a hallway or living room, it’s important to assess any likely candidates for resilience.

Some carpets are more resilient than others because of their thickness or because of the type of carpet fibre from which they’re made. Polypropylene carpets, polyamide carpets and wool carpets are all very hardwearing and durable.

Wool loop carpets are a particularly good choice for high traffic areas. Thanks to the clever loop structure combined with the natural elasticity of wool, wool loop carpets maintain their look for longer.

Alongside carpet durability, don’t forget to think about carpet colour. In areas of higher foot traffic, darker carpets and patterned carpets are less likely to show dirt and dust.

And don’t forget that a good-quality underlay can prolong the life of your carpet while ensuring that it wears evenly. Read our FAQ on why underlay is important.

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Buying new flooring is a big decision. We’re here to help with our complete store-to-floor service which includes our free flooring sample service, at-home measuring, professional flooring fitting and more.

Can I borrow flooring samples from The Floor Room stores?

Unfortunately, it’s not possible for our stores to give or lend out large samples of our flooring.

You can, however, order free samples online. Simply browse our extensive flooring selection and request up to four free samples that you can view in your home. We’ll deliver them to you within five working days.

Requesting free flooring samples is one of the best ways to try before you buy, but if you’re not sure what type of flooring you want, our online flooring visualiser can show you how any flooring option we sell will look in your room. Simply upload a photo of your room and the flooring visualiser will do the rest.

If you’ve booked a home consultation, your flooring expert will arrive with plenty of different flooring options for you to see, touch and step on.

Can I order flooring samples?

Yes, and we strongly recommend that you do so. Being able to see, touch and even stand on the flooring you’re considering can really help you get a feel for how it’s going to look in your home.

Our quick and easy online sample service lets you select up to four free samples, which we’ll carefully package and send to you. You should receive them within two to four working days.

If you need a steer on selecting your samples, or there’s more than four that you want to see in person, pop into your local store or try out our online flooring visualiser. This handy tool lets you upload a photo of your room and then virtually install any number of flooring options in your space.

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Can you come to my home to measure my floor?

Of course! In fact we recommend that your floors are professionally measured.

Simply make an appointment with one of our flooring consultants for a day and a time that’s convenient for you and we’ll get that set up as quickly as possible.

As well as measuring your floors, your consultant will be happy to discuss flooring options with you. There's absolutely no obligation, so make an appointment today.

How long does a floor measuring take?

Depending on how many rooms or areas in your home require measuring, an at-home measuring appointment typically takes between 30 and 45 minutes.

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How will I receive my order?

We want your new flooring to be easy and straightforward from start to finish, so we’ll deliver your order straight to your home on a day that’s convenient for you.

Running behind on your flooring project? We can keep your new flooring safe and secure in our warehouse for up to eight weeks, until you’re ready to book your delivery.

How long will it take for my order to arrive?

We always aim to deliver your order as quickly as possible. The exact timing will depend on several factors including the type of flooring that you ordered, how much of it you ordered, whether it’s in stock, and where it’s made.

Sometimes, an expected delivery time can change because of high order volumes or product shortages. Our close relationships with our suppliers mean that we will work with them to prevent this if at all possible.

We’ll keep you updated about the progress of order, and let you know about any unexpected changes to your delivery date.

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Can I choose the day of my fitting?

We recommend that you book your fitting date when you place your order, based on the estimated delivery date of your new flooring. If there’s any change to that delivery date, we’ll be in touch to move your fitting date. And if your fitting date turns out not to be convenient, you can simply call us to rearrange it.

If you don’t arrange a fitting date ahead of time, we’ll give you a quick call to schedule it once we’ve received your new flooring.

When you arrange your fitting date, you can also request a morning or an afternoon slot. Please note that fitting dates and time slots are provided in good faith and cannot be guaranteed.

What do I do if my fitter hasn’t arrived?

Your flooring fitter will give you a call when they’re on their way. If you’ve not heard from them by 10:30 am (for a morning slot) or by 2:00 pm (for an afternoon slot), please do get in touch with your local store.

If your fitter is unable to get to your appointment due to unforeseen circumstances, please accept our apologies and know that we will reschedule your fitting appointment as soon as possible.

Why do stairs, hall and landing fitting cost more?

Fitting carpet or hard flooring on a stairway is a more time-consuming and labour-intensive task than fitting flooring on a similar-sized flat area.

What time do the flooring fitters start?

Our recommended flooring fitters can start as early as 8:00 am, if you’ve booked a morning fitting slot. They’ll call you a couple of hours before the appointment to give you their estimated time of arrival.

What do I do if I think the fitter has damaged my property?

While this rarely happens, we absolutely appreciate your concern and will do everything we can to resolve any issue.

We use independent, third-party professional flooring fitters, all of whom are covered by public liability insurance. That means that your concern has to be addressed directly to the fitter rather than to The Floor Room. We will, of course, help facilitate this process.

Please contact the store that arranged your fitting and they will contact the fitter on your behalf to arrange for the damage to be inspected by the fitter, to discuss the way forward and to agree how any damage claim will be handled.

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What happens to my old flooring?

We’ll be happy to take up your old flooring, remove it from your home and dispose of it. If you’d like to take advantage of our removal and disposal service, please contact your local store for more information including fee details.

What do I need to do to my floor before the fitter arrives?

For your new flooring to be fitted perfectly and look fantastic, your floor needs to be prepared. Your old flooring must be taken up and removed from the room before your fitter arrives. If you’d like help with this, please contact your local store or call 0330 390 4125 and ask about our removal and disposal service.

And, depending on its condition, your subfloor may need to be levelled. As this is something that must be taken care of in advance of your fitting date, please talk to one of our in-store flooring experts to learn more.

Can I keep my old flooring?

Yes, of course. While we can remove and dispose of your old flooring for a fee, you can also ask us to just take up your flooring (so you can keep it for future projects) or you can remove it and dispose of it yourself.

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With easy payment options and low delivery fees, we’ve made the entire process of shopping at The Floor Room as simple and straightforward as possible.

What forms of payment do you accept in stores?

Placing an order in one of our stores? We accept most major credit and debit cards, apart from American Express. You may also be able to take advantage of interest-free credit. Interest-free credit is subject to your meeting certain eligibility criteria, including a credit check, and to your application being approved by our finance provider.

What forms of payment do you accept online?

Placing an order online? We accept most major credit and debit cards, excluding American Express.

I’m due a refund. When will I receive it?

If you are due a refund and you paid using a debit card or a credit card, your refund will be returned to the same card. Refunds can take up to 14 days for us to process as, for security purposes, we have placed limits on the number of staff authorised to issue refunds.

Please contact your card issuer if your payment has not been credited within 14 business days.

I think I should have received my refund by now. What should I do?

If more than 14 days have passed since we confirmed your refund, please call us on 0330 390 4125 and we’ll look into it.

If we confirm that your refund has been processed but you have not yet seen it credited to your bank account or credit card account, please contact your card issuer.

How much does delivery cost?

The cost of delivery depends on your order – what type of flooring you’ve ordered and how much of it. Typical delivery charges range from £30 to £100. We’ll let you know the delivery charge for your flooring when you place your order so that there are no unexpected surprises.

What does the delivery charge cover?

The delivery charge you pay covers the cost of delivering your flooring to your front door and into your home. Our delivery drivers are specially trained to handle your new flooring with care and to get it into your home without damage to the flooring or your property.

Will I be charged a fee if I cancel my order?

If you cancel your order, you may owe a cancellation fee. The cancellation fee depends on how you placed your order – online or in store – and what you ordered. Cancellation fees may also be due on cancelled deliveries and on any other expenses that we incur while processing and preparing your order.

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How do I contact my local store? 

To find phone and email contact details, please search for your local store.

You can also contact our care team members by calling 0330 390 4125. Lines are open Monday to Saturday from 10:00 am to 5:00 pm, and on Sundays from 11:00 am to 4:00 pm.

Where can I find my local store’s opening hours?

You’ll find full details about your local store including opening hours and location on our store pages.

How do I make a complaint?

If you’re unhappy with our service or our products, we want to hear about it so we can put things right.

To make a complaint, please contact the store where you placed your order. Along with trying to help resolve the issue, they’ll give you a case reference number. Please keep this case reference number somewhere safe.

If the store isn't able to help you, or you ordered online, please call 0330 390 4125, or email us at help@thefloorroom.co.uk. We’ll pass your complaint to our Customer Experience team.

How will my complaint be handled?

If the store isn’t able to resolve your complaint directly our Customer Experience team will acknowledge your complaint within 3 working days of them receiving it and will aim to resolve this as quickly as possible.

Our Customer Experience team will keep you updated and may need to liaise with you, internal departments, suppliers, or 3rd party fitters, to provide you with a considered resolution.

Resolutions will be provided by telephone and may be followed up by email from our Customer Experience team.

If in the unlikely event we are unable to resolve your complaint within 8 weeks of the Customer Experience team receiving this, we will write to you and let you know what the next steps are.

To let us know additional information of any ongoing complaint you can email help@thefloorroom.co.uk and include your case reference number we provided you. Our emails are monitored Monday – Friday, excluding bank/public holidays, and we aim to respond to emails within 1 – 3 business days.

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.

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When you shop at The Floor Room, you can be confident that your personal data and your payment information is safe and secure.

Is your website secure?

Yes. Our website uses Secure Socket Layers (SSL) technology that encrypts any and all data that you enter. This ensures that all your personal data and payment data is kept safe, private and protected. Payment card information is processed by Provider Name, an independent third-party secure payment system. The Floor Room does not see, have access to or store any payment card information.

For an additional level of payment card security, we use Verified by Visa (VbV) and MasterCard® Secure Code (MSC), often referred to as 3-D Secure or Payment Authentication.

Please note that we use cookies on our website. This technology allows us to remember you when you return to our site, so we can offer you a better and more personalised shopping experience.

Read our cookie policy.

Will you pass on my payment information to anyone else?

Payment card information is passed to Provider Name, an independent third-party secure payment system, for the sole purpose of payment processing. The Floor Room does not see, have access to or store any payment card information.

For an additional level of payment card security, we use Verified by Visa (VbV) and MasterCard® Secure Code (MSC), often referred to as 3-D Secure or Payment Authentication.

Where can I read your privacy policy?

We take your privacy seriously and are dedicated to safeguarding it while you use our website and when you communicate with us via email.

View our GDPR-compliant privacy policy.

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