Frequently asked questions

Do you provide a free measuring service?

Yes! Our free, no obligation home consultation service. Book an appointment with a Carpetright flooring expert for a time and day that’s best for you. They’ll discuss your flooring options and measure the rooms you want to transform, keeping waste to a minimum and getting you the best possible price.

Can I take large samples home from the store?

The size of our flooring range across our branches means it’s currently not possible for us to offer a sample loan service in our stores.

Our FREE online sample service is a great alternative, and allows you to order up to four flooring samples to be delivered within 5 working days.

If you have a home consultation booked, you can request that our estimator bring samples of your preferred flooring along, for easy viewing in your home.

Can I collect my order?

Yes! Simply select ‘Collect from Store’ at the checkout.

‘Collect from Store’ is available at the majority of our stores, but some of smaller or high street stores are unable to offer it. Please check your local Carpetright store, or contact them to see if you’re able to collect from them.

How long will it take for my order to arrive?

We aim to deliver all carpet orders within 2-3 weeks. However, delivery times can vary due to high order volumes or product shortages with the manufacturer. We work hard with our suppliers to prevent this where possible, but sometimes delays are out of our control. We work hard to fix them as soon as possible.

What time is my fitting?

That’s up to you! Once your order has arrived at your Carpetright store, we’ll be in touch to arrange a date and time for fitting that suits you best.

If you ordered in-store, you could even choose a fitting day there and then.

Whether you organise your fitting day in-store or via phone, you’ll be able to select either a morning or afternoon slot. The independent fitter will call you when they’re on their way to your address.

If you’re concerned, give your Carpetright store a call. (The details should be on your invoice.) They’ll be able to contact the independent fitter directly to give you an estimated arrival time.

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?

We can! Select our bed disposal service at checkout to make sure it’s included in your delivery. Just pay a small fee and this service removes the hassle of disposing of your old bed. When we come to deliver your new bed, mattress or headboard we’ll take away your old one. To find out more, take a look at our bed recycling service page.

Will you dispose of my old carpet?

We can! If you’d prefer we dealt with the hassle of uplifting and disposing of your old flooring, make an enquiry at your local store about our Uplift and Disposal service. We charge a small fee to completely remove and dispose of your old flooring. Check out the service page for details.

Will my flooring need to be prepared?

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?

Our delivery charges vary depending on what you’ve bought! We aim to keep our delivery charges low so you don’t need to worry about getting your new purchase home. 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 covers the whole cost of delivery to your home. Our third-party delivery drivers are specially trained to get your purchase into your home without damage. They’ll make sure your new purchase arrives with you on time and in perfect condition.

How do I contact my local store, the number isn't working?

First of all, sorry the number for your local store isn’t working. Please contact our customer care team who can provide an alternative number, and we’ll update this on our website as soon as possible.

Alternatively, you might be able to email your local store using the email address on their store page.

Customer Care: 0330 333 3444

Available: Monday to Friday 09.30 to 17.30 and Saturday 09.30 to 16.30

Can you explain the surcharge for hall, stairs and landing fitting?

Fitting carpet onto stairs takes longer and requires more work than flat areas. An additional charge applies for carpet to be fitted to stairs and laminate flooring to be fitted in hallways to reflect this. If you’d like to find out more, please click here.

What to do if my fitter has not arrived?

In the event that a fitter can’t get to your scheduled appointment, we’ll work hard to inform you as soon as possible. Each fitter schedules a certain amount of time for each appointment, but the amount of time spent actually fitting at these appointments can’t be guaranteed.

Sometimes the fitter can be delayed several times in a day and therefore can’t make your appointment. In this instance we’re really sorry for the inconvenience, and for disappointing you, and will arrange another appointment that suits you as soon as we can.

What do I do if I think the fitter might have damaged my property?

We regret to learn that you believe that the fitter has caused damage at your property. Don't worry. Please be assured that your arranged 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 and they will contact the independent fitter on your behalf to arrange for the damage to be inspected by the fitter, discuss the way forward and agree how any damage claim will be handled.

Will I be charged a cancellation fee?

That depends on a few things. All of our carpet and vinyl orders are cut to your specific requirements. If your order has already been cut, even if we haven’t dispatched it, we will need to charge a fee to recover the cutting cost.

We always try to sell the cut piece via one of our stores, however, this will be at a greatly reduced price as it is no longer made to measure.

All cancellations are discretionary, and there may be instances where a cancellation is not possible. If you wish to cancel an order, click here to find out how.

How do I make a complaint?

First of all, we’re really sorry that we couldn’t fix your situation via our customer service teams. We pride ourselves on getting things right, as well as offering quality products. If we’ve been unable to help and you need to make a complaint, there are a few ways you can do so.

Please include your full name, address, order reference, the problem and how we can help to resolve this.

Post

Please write to us at:

Customer Services Department
Carpetright
Purfleet Bypass
Purfleet
Essex
RM19 1TT

Telephone

You can call us on:
+44 330 333 3444

Email

customer.services@carpetright.co.uk

Online complaint form

Fill out and submit your complaint form here.

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

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.

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.

What is your privacy policy?

We’re 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?

Online

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'll 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.

In store

If you provided the store with your email address when you ordered, 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 haven’t provided the store with your email address, you should contact the store where you placed your order for any information or updates.