Delivery and Returns
Temporary delivery & warehouse collection procedures during COVID-19
We are taking orders where products remain available and deliveries out to our customers remain operational. If there are any changes to how we have to schedule deliveries we will keep you fully informed.
Our delivery team are instructed to follow social distancing guidelines to reduce close contact. They will complete kerbside deliveries following new procedures to not enter individual properties to help maintain less social contact and will keep at least a 2 metre distance at all times.
Once they have stepped back from your delivery please check your order and use your own pen to sign and accept the order form that will be left on top of your goods. If you are unable to do this your verbal agreement will be considered a signature that your order is correct and accepted.
All of our delivery team are following strict hygiene practises including using hand sanitiser before and after moving each delivery order and wearing new disposable gloves for each delivery drop.
All of our drivers complete a health check every morning to make sure they are feeling fit and well and show no COVID-19 symptoms, and also confirm they have not been in contact with anyone who has shown symptoms.
We are also providing a collection service from our Walton-on-Thames warehouse adjacent to our showroom. We just need you to follow these procedures if you are making arrangements to collect your orders.
Once you order is placed we will let you know when it will be available for you to collect. We are operating this service between the hours of 9am and 4pm Monday to Friday.
At that time please confirm the day and approximate time you will be collecting your order and we will ensure it is ready for your arrival.
On arrival to our car park please wait inside your vehicle and call us on 01932 241448 to let us you know that you have arrived and remain in your vehicle.
One of our warehouse operators will bring your order out to the car park. Once you have the thumbs up please check your order. Ideally we ask you to bring your own pen to sign and accept the order form that will be left on top of your goods. If you are unable to do this your verbal agreement will be considered a signature that your order is correct and accepted.
We then ask that you load the goods into your vehicle yourself (we can offer a forklift service if suitable) and leave.
Social distancing of at least 2 metres must be adhered to at all times and all of our warehouse team are following strict hygiene practises including hand washing before and after packing each order and before and after moving each order to the car park for your collection.
Please note that at this time some of our non-stocked items are subject to a 30% returns charge. If this applies to your order we will make you aware of this prior to processing your order for delivery or collection.
Please read the standard delivery and returns policies for products bought directly from Vincent Flooring & Bed Centre’s online shop. If any specific products deviate from these terms details are provided directly on the product pages.
Buy any of our online shop products and we will deliver them direct to you for a standard charge of £19.95. This delivery service is only available to the following postcode areas;
All postcodes with the following prefix: KT, GU, TW, RG, RH, SL, SM, CR and UB.
Please note that delivery will be made to kerbside or ground floor level only where access allows.
Once your order is placed we will contact you to arrange a convenient day and time to deliver your products. All goods must be signed for on delivery and any damage or shortfall noted on the delivery documentation and reported to us directly within 24 hours.
If you live outside of these postcode areas please contact us on 01932 241448 before placing an order and we can advise you if delivery arrangements can be made at an additional cost. Alternatively you are always welcome to arrange your own collection of products ordered online from our Walton-on-Thames showroom. Please call in advance of coming to collect your items to ensure your products are in stock and ready for collection.
If you are unhappy with your product and wish to return it for a refund you can cancel your order and return the goods within fourteen days of the receipt of the goods.
You must contact Vincent Flooring in writing within 14 days and then return the goods to our returns address (Vincent Flooring, 141 Hersham Road, Walton-on-Thames, Surrey KT14 1RW). You will be responsible for returning the product and incurring any costs this involves. You must appropriately package the goods for your chosen courier as damaged goods will not be refunded.
The goods must be in their original packaging and in a saleable condition and factory wrapped goods must be unopened. Your refund will always be made back to the original card or bank account that the payment was made from.
This policy does not apply to custom made to order products or to products cut from a roll. If your carpet or artificial grass order is considered a bespoke order (i.e. if the length is smaller than the width, or was cut into a specific shape) then we cannot accept a cancellation of contract. As the product was made for you specifically, your statutory rights by law to cancel do not apply.
Boxed items (laminate flooring, luxury vinyl tiles, wood flooring etc.) can be returned, so long as the boxes remain unopened, in good condition and are not damaged.
If you have any questions on our returns policy please contact us before placing your order.