frequently asked questions
Search our FAQs for the quickest way to find answers to questions about our products, home delivery, other services and more.
Do you provide a free measuring service?
We offer a free, no obligation home consultation service. You can book an appointment with a Carpetright flooring expert for a time and day that is most convenient for you. They will accurately measure your chosen rooms in order to keep waste to a minimum and achieve the best possible price.
Can I take large samples home from the store?
We currently offer a vast flooring range across all of our branches, therefore unfortunately it is not possible for us to offer a sample loan service at each store. We would however encourage you to place a carpet sample order online, where you can order up to 4 free samples to be delivered to your door within 5 working days. Alternatively, if you have booked an appointment with our estimator, they can bring samples of your preferred flooring if requested, you can then review this in your home.
Can I collect my order?
Simply select ‘Collect from Store’ at the checkout. Please note that ‘Collect from Store’ is a service available at most Carpetright stores, however, is not something that some of our smaller or High Street stores are able to offer. To be sure if this is a service available to you please check your local carpet store listing or alternatively contact the store for details.
When can I expect to receive my carpet order?
Our aim is to deliver all carpet orders within a 2 to 3 week time period, however, we cannot guarantee that any product from within our range can be delivered in this time. A high volume of orders or manufacturer shortages can extend the delivery time. We work closely with our suppliers to forecast demand to prevent delays, unfortunately we are not always able to avoid this from occurring. We look to resolve any delays as soon as possible.
What time is my fitting?
Once your order has arrived at your local Carpetright fitting store, we’ll be in touch to organise a day of fitting suitable for you. If you placed an order instore, you may be able to select a fitting day on the day of purchase. Whether you organise your fitting day instore or via telephone, you will be able to select either AM or PM. The fitter will call you when they’re on their way to your home. Should you be concerned, please contact your local Carpetright fitting store (the details should be on your invoice) – they will be able to contact the fitter directly to provide you with an estimated time of arrival.
How does the price promise work?
Our promise to you is that we’ll never be beaten on price. If we are, we’ll refund the difference if, within 28 days of purchase from us, you either;
- Have a quotation for the same delivered and fully fitted floor covering products and services from another retailer at a lower price OR
- Find an equivalent divan, bed frame or mattress of the same brand from another retailer at a lower price.
We also guarantee that we’ll beat the on-the-floor, delivered, fully fitted price from another retailer for the same floor covering, floor preparation and ancillary products. Additionally, we guarantee that we’ll beat the delivered price of an equivalent divan, bedframe or mattress of the same brand. For full T&C’s visit the Price Promise page here.
Will you dispose of my old bed?
You can select our bed disposal service at the checkout to ensure we dispose of your old bed. We offer this service at a fee to remove the hassle. When we come to deliver your new bed, mattress or headboard we’ll take away your old ones! To find out more, consult our bed recycling service page.
Will you dispose of my old carpet?
If you’d like to remove the fuss of uplifting and disposing of your old flooring, ensure you make an enquiry at your local store about our Uplift and Disposal service. We charge a small fee for this service. For more information, consult our uplift and disposal service.
Will my flooring need to be prepared?
If you have not opted for the Uplift and Disposal service then you will need to ensure that all of your old flooring has been removed prior to the fitter arriving. Dependant on the condition of the sub flooring you may need for it to be levelled out. To find out exactly what preparations will be needed, select the flooring type that is going to be laid in your home from our flooring fitting guides for more comprehensive advice.
Can I take away any of the beds today?
Our Divan beds are all made to order and therefore are not available to take away on the day. Place your order online or instore to have your new bed handmade and delivered within 21 days.
Our roll up mattresses can be collected from our stores the day of the purchase.
How much is delivery?
We aim to keep our delivery charges low so that there is no worry of getting your new purchases home. We offer different delivery options that will vary dependant on the product(s) you have purchased. Delivery exceptions and restrictions apply.
- Carpet & Flooring - £29.99
- Beds, Bed Frames, Kids Beds, Mattress & Headboards - £39
- Combination of 2 or more Flooring products - £29.99
- Combination of Bed & Flooring products - £39
What is the delivery charge for?
The delivery charge is made to cover the whole cost of delivery to your home. Our delivery drivers are fully trained, they know exactly how to handle your purchase. They will make sure that your new purchase arrives with you on time and in perfect condition.
How do I contact my local store, the number is not working?
We are sorry to hear the number for your local store is not working. Please contact our customer care team who will be able to provide you with an alternative number, we will look to update this on our website as soon as possible. Alternatively, you may be able to email your local store by using their email address listed on the store finder page.
Customer Care: 0330 333 3444
Available: Monday to Friday 09.30 to 17.30 and Saturday 09.30 to 16.30
Why is there a surcharge for hall, stairs and landing fitting?
When fitting carpet onto stairs, it involves more work than that required of flat areas. An additional charge applies for carpet to be fitted to stairs and laminate flooring to be fitted in hallways to reflect this. The time taken to fit the flooring in relation to the area is very high. For more information, please click here.
What to do if my fitter has not arrived?
In the unfortunate event that our fitters are unable to attend your scheduled fitting appointment, we endeavour to inform you at the earliest opportunity. Each fitter has time scheduled for individual appointments, however, the length of time spent at each appointment cannot be guaranteed. There are occasions whereby the fitter can be delayed several times and hence may not make your appointment. In this instance we do apologise for any inconvenience caused and will look to arrange an alternative appointment at your convenience.
I believe the fitter has damaged my property?
We regret to learn that you believe that the fitter has caused damage at your property. Please be assured that all of our fitters are covered by public liability insurance and you should therefore address your claim directly to the fitter concerned.
Please contact the store that arranged the fitting, they will then provide you with the contact and insurance details required to process your claim.
Will I be charged a cancellation fee?
All carpet and vinyl orders are cut to size to meet your specific measurements. If your order has already been cut, even if not dispatched, we will need to recover the cutting cost. We will endeavour to sell the cut piece via one of our stores, however, this would be at a greatly reduced price as it is no longer made to measure.
All cancellations are discretionary, there may be instances whereby a cancellation is not possible. If you wish to cancel an order, click here to find out how.
How do I make a complaint?
We regret to hear that you wish to make a complaint, we pride ourselves on providing both excellent service and quality products. If our store colleagues have been unable to help and you wish to submit a complaint, there are various ways in which you can do so. Please include your full name, address, order reference, the problem and how we can help to resolve this.
Please write to us at:
Customer Services Department
You can call us on:
+44 330 333 3444
Online complaint form
Fill out and submit your complaint form here.
What forms of payment do you accept in store?
In our stores we accept the following payment options;
- All major credit cards
- 0% APR finance with no deposit required
What forms of payment do you accept online?
Online we accept the following methods of payment;
- Most major credit cards including – Mastercard, Visa, Delta/Connect and Maestro
- Interest Free Credit - 0% APR Finance, no deposit required
Is it safe to enter my payment details online?
The Carpetright website uses Secure Socket Layers (SSL) to encrypt all data, ensuring your personal data and card payment data are safe. Each payment is processed by an independent company’s secure payment system, therefore Carpetright do not see, have access to, or store any payment card information. Additionally, for security purposes Carpetright utilise Verified by Visa (VbV) and MasterCard® Secure Code (MSC), often referred to as 3-D Secure or Payment Authentication.
Do you offer interest free credit?
We offer a flexible plan of 0% APR finance for up to 4 years, no deposit required. Finance options are subject to status. Minimum spend applies. Please be advised fitting charges are excluded from any credit offer.
I am due a refund, when will I receive this?
If you made payment via debit or credit card, your refund will be issued to the same card used to place the order, this can take up to 14 days to process.
Why is my refund taking so long?
As a large company we have many controls in place, including limits on the authorisation of staff able to refund money to a customer’s credit/debit card. This is for security purposes and is in the interests of both the company and our customers. Please bare with us whilst your refund is being processed.
Is your site secure?
With the use of Secure Socket Layers (SSL) the Carpetright website is secure. This technology encrypts all data to ensure that all personal data and payment data is safe, private and protected. Carpetright do not see, have access to or store any payment card information as it is processed by an independent company’s secure payment system.
Will you pass my payment information on to anyone else?
Your payment information is passed to an independent company’s secure payment system for payment processing only.
We use Secure Socket Layers (SSL) to encrypt all data, ensuring all data is safe and secure. Carpetright do not see, have access to, or store any payment card information. For additional security we also utilise Verified by Visa (VbV) and MasterCard® Secure Code (MSC), often referred to as 3-D Secure or Payment Authentication.
Here at Carpetright we are dedicated to safeguarding your privacy whilst using our website or communicating electronically with us. You can view our privacy notice here, it is updated from time to time so please do review it regularly. This was last updated 17th May 2018 in compliance with the new GDPR regulations.
I would like to find information on my order?
If you placed your order online and set up an account, simply log in to view and track your order.
Once you’ve placed your order you will receive an order confirmation email. Details included within the email will include: your order number, the items and services you have purchased along with details of your local store. You will receive email updates on the status of your order. If you have placed a flooring order your local store will contact you shortly to arrange a convenient time for you for fitting or collection.
If you have given the store your email address you will receive email confirmation of your order plus any updates on its status. If you have placed a flooring order, your local store will contact you in due course to arrange a convenient time for either fitting or collection.
If you have not provided the store with your email address, you should contact the store in which you placed your order for any information or updates.