Quick Step LVT Comfort Underlay QSVUDLCOMFORT15

Delivery Information

We strongly advise against booking installers until goods have been received and checked as, regrettably, we cannot be held responsible for any consequential losses.

Delivery Timescales

We aim to deliver your order within 2-3 working days (Express Delivery) or up to 5 working days (Standard Delivery), however we cannot guarantee a chosen day or the speed of our deliveries so please allow 5 up to working days for your delivery. If you will not be available on your scheduled delivery date then please advise us when it is convenient to deliver your order Monday to Friday and we will do our best to accommodate you.
 
Delivery Charges

Currently all orders with a value over £500* qualify for free delivery. Please note that there are small parts of the UK that we do not cover on our internal courier network and we do not currently deliver to Southern and Northern Ireland, Isle of Wight, Isle of Man, Jersey, Guernsey and all Scottish Islands. In instances where orders are received with a delivery address that is not covered with our transport partner, we will always inform you of the additional cost for delivering before processing your received order. You will be given the option of whether to pay the additional cost for the delivery or receive a full refund.
 
The Standard Delivery Charges Are As Follows:

Basket Value £1 to £499.99 - £59.00 Delivery
Basket Value £500 and Over – £39.99
*including VAT
 
Delivery Options

For other delivery options please e-mail (hello@deaconjones.co.uk) or call (01442 979676). Our customer service team can advise you on any alternative shipping arrangements that may be available and their associated charges.

 
Delivery Process

Please be advise that we will keep you informed throughout the entire delivery process. Once we receive your order, you will be sent an e-mail order confirmation. When your order is processed, your delivery will be booked and you will then receive a pre-delivery email with delivery information and your scheduled delivery date. On the day of delivery, should an ETA be available, you will receive either an email or text message from ourselves or our carrier partner with a 2-hour time slot.
 
How Your Order Is Delivered
Deliveries are made 'kerbside only’. Handling the goods is the responsibility of the recipient and. when making a large order we advise to plan ahead, and arrange a second pair of hands to help move the boxes, especially if your order is for a room not on the ground floor.  Please note: This also applies to flats, tower blocks, high rises etc.
 
Delivery Not Received

If your order does not arrive on your scheduled delivery date, then please advise us straight away and we will investigate this with our carrier partner and aim to resolve this for you as quickly as we can. We will always keep you updated and rearrange
your delivery for the earliest delivery date available.

Failed Deliveries

If your order arrives as arranged but we are unable to deliver because there is nobody home, there is inadequate help available, the goods are refused, or the order is cancelled whilst in transit (goods are in transit 24 – 48 hours before the scheduled delivery date) you will be liable for any additional costs incurred for the goods either being redelivered, or being returned to us.  
 
Condition of Goods

If your order arrives and you have damaged, missing or incorrect goods then please contact a member of our customer service team via e-mail (hello@deaconjones.co.uk) or phone (01442 979676) at the earliest opportunity and report this to us. If your order has arrived damaged, we request you send clear images of all packs that are damaged, with a brief description of the damage. We also ask that you sign the Delivery Note as ‘received with damage’. We request that you advise us of any damages within 24 hours after delivery, as we have a very small window of time, in which to raise a claim with our carrier partner. Once the damage has been confirmed we will arrange for replacement items to be sent out to at no extra charge.
 
If your order has arrived with items which are either missing, or incorrect, then please advise us straight away, and we can investigate this and send out the items you are missing or arrange a collection of the incorrect product(s) and for replacement items to be sent out to you. Please be advised that you must notify us within 24 hours of delivery as after this time any replacement items will become chargeable.

Faulty Items

Once your order has been received, your fitter will begin to install your flooring. Should a fault become apparent either before or during installation of your floor, then we ask that your fitter stops work immediately. Please then contact us to report the
fault, giving us as much information as possible. We would require a full description of the fault, along with photographic evidence and this can then be investigated with the manufacturer, by us, on your behalf. Should you continue to install the flooring once the possible fault has been found, we will take this as acceptance of the flooring to be in good and sound condition and any future claims for the said fault will be invalid under the manufacturers warranty. Should the fault develop after a period of time, then please contact us in the first instance with details of the problem and a member of our team will get in touch to advise further steps.
 
Your Responsibility

You, the customer/recipient of your purchased goods must check that all flooring products are in perfect condition before using them.
 
Deacon Jones Online Ltd cannot accept any claims for damaged, incorrect or mis-described items once they have been used or fitted. Such use or fitting shall be taken as proof that the buyer or his agent has accepted that the goods are in perfect condition.
 
You must accept full responsibility for the suitability of the items ordered for the purpose to which they are used.

At Deacon Jones we pride ourselves on supplying premium quality flooring products, at great value.  However, sometimes projects don't always go to plan, or you simply change your mind.  Here are our easy terms for Returns and Cancellations.

Your Right to Cancel or Return Your Purchase 

If you change your mind, you can cancel your order within 14 days of receiving your goods.  To cancel your order before goods are shipped, you need to email us at hello@deaconjones.co.uk or call us on 01442 979676 and providing the goods have not yet left our warehouse, your order will be cancelled and a refund will be applied to your original payment method.  This will be processed immediately, however please allow 5 to 10 working days for this to appear on your account.

You may still cancel an order that is already in transit (orders are in transit on the day of delivery and 24 – 48 hours before delivery), however you will be liable for the return charge back to us plus a 20% restocking fee.  We will advise you of the return carriage charge and once the goods are received and back into stock, you will be refunded the amount, less the original carriage charge you paid, plus the collection carriage charge and restocking fee.

For all orders that have already been delivered, on your request, we can arrange collection within 14 days of delivery, providing the goods are returned in an unopened, unused and undamaged condition.  In this instance, you, the customer, will be liable for any collection carrier charge, plus a 20% restocking fee.  You will be advised of the return charge, and once the goods are received with us and added back into stock, we will issue a refund minus the original delivery charge and the return charges, to your original payment method (For orders that qualify for free delivery, the original carriage charge will be deducted and the amount will be advised to you, the customer beforehand).  Before collection we ask that you document the return by taking a photo of the products you are returning before they are collected by the courier, to show they are being returned unopened and undamaged, in case of return damage by the courier.  Please allow up to 14 days from the date of the return request, to receive your refund.  Once we have processed your return and a refund is issued, you will receive an email notification of this.

Damaged/Faulty Goods

If, in the unlikely event, your order or parts of your order, arrives damaged or missing, you must notify us within 24 hours of delivery.  We request that you sign the delivery note as damaged or missing, otherwise replacement products will be sent out but will become chargeable*.  Providing they have been signed for as damaged or missing, replacement product(s) will be sent out to you on the earliest delivery date available, at no extra charge. If part of your order is missing, we will investigate with our warehouse and contact you further, before sending out your missing product(s).

Should your order arrive with a manufacturing fault**, we ask that you report this to us as soon as possible and within 14 days of delivery. At the first sign of a fault, an experienced fitter, or yourself, in cases of home installation, should 'down tools' and the fault should be reported to us immediately. We would then request that you provide us with photographic evidence and we would make the necessary arrangements to have the faulty product either collected from you or independently inspected.  In some cases, you will be required to send a sample of the flooring to us for testing.  If it is proven that the product is faulty, the goods would either be replaced without further cost to you or a full refund issued for the faulty packs.

*  We cannot accept claims for missing or damaged goods, once the carrier has left the delivery address, unless they have been signed for as such.

**Please note, where it is deemed there is no manufacturing fault, no refund will be given and all replacement products become chargeable.

We cannot accept claims for faulty or damaged products once they have been used or fitted (This includes floors that have been laid and then taken up after fitting).  In cases where a fault appears later on and after the flooring has been down for some time, please get in touch with us for further advise or refer to the Manufacturer Warranty.

Products That Cannot Be Returned

We cannot accept returns for Accessories, Glue, Liquids, Screed, Tools, Tubs, Bags and LVT Design/Feature/Inlay Strips.  Special Orders cannot be cancelled, nor returned unless they are damaged or faulty.  In this instance, please contact us on 01442 979676.

Failed Deliveries

You will be sent a shipping notification via email and either a text or email to advise you of the delivery date for your order.  If we are unable to deliver your goods due to non-notification of weight restrictions/access issues at or near your address, where there is inadequate help available, no one is home, goods are refused or the order is cancelled whilst in transit, then you will be liable for any additional carriage charges incurred for re-delivery. Where the goods are to be returned to us, an additional 20% restocking fee will be added to the return carriage charge.