FAQs

Welcome to the CARPET M LTD FAQ page. Here you will find answers to the most common questions from our customers. If you cannot find the answer you are looking for, please do not hesitate to contact us directly.

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Shipping & Delivery

1. Where do you ship?

We currently ship to all addresses within the United Kingdom only, including England, Scotland, Wales, and Northern Ireland.

2. How much does shipping cost?

We offer free shipping on all orders with no minimum spend required. There are no hidden delivery charges at checkout.

3. How long does delivery take?

Orders are processed within 1–2 business days and typically delivered within 3–5 business days after dispatch. Total estimated delivery time is therefore 4–7 business days from the date of purchase.

4. Is there an order cut-off time?

Yes. Orders placed before 3:00 PM (GMT) on a business day will begin processing the same day. Orders placed after 3:00 PM, or on weekends and bank holidays, will be processed on the next available business day.

5. Which courier do you use?

We use Royal Mail for all UK deliveries, with tracked shipping on every order.

6. Will I receive a tracking number?

Yes. Once your order has been dispatched, you will receive a confirmation email with your Royal Mail tracking number. Please allow up to 24 hours for tracking information to become active.

7. What if my order hasn’t arrived?

If your order has not arrived within the expected timeframe, please contact us at info@carpetmltd.com or call +44 7988591724 and we will investigate with Royal Mail on your behalf.

8. What happens if my parcel is returned to you?

If a parcel is returned to us due to non-collection, refused delivery, or an incorrect address, we will contact you to arrange re-delivery. Additional shipping charges may apply.

9. What should I do if my parcel is lost?

Please contact us within 7 days of the expected delivery date. We will open an investigation with Royal Mail. If the parcel is confirmed as lost, we will offer either a replacement or a full refund in accordance with UK consumer law.

10. Can I change my delivery address after ordering?

Please contact us as soon as possible at info@carpetmltd.com. Address changes may not be possible once the order has been dispatched, so please act quickly.

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Payments

11. What payment methods do you accept?

We accept the following payment methods:

• Visa
• Mastercard
• American Express (AMEX)
• Discover
• JCB
• Diners Club
• Maestro

12. Is my payment secure?

Yes. All transactions are processed using SSL encryption and comply with PCI-DSS standards. We do not store your card details and have no access to them after the transaction is complete.

13. When is payment taken?

Payment is processed immediately upon order confirmation.

14. What currency do you use?

All prices are listed in British Pounds (GBP £) and include all applicable taxes. There are no hidden fees.

15. My payment was declined — what should I do?

Please check your card details, ensure your billing address matches your bank records, and try again. If the issue persists, try a different payment method or contact us at info@carpetmltd.com for assistance.

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Returns & Refunds

16. What is your return policy?

We offer a 30-day return policy from the date you receive your order.

17. What condition must items be in to qualify for a return?

Items must be:

• Unused and in their original condition
• In the original packaging
• Not cut, fitted, or installed
• Accompanied by proof of purchase

18. How do I start a return?

Email us at info@carpetmltd.com with your order number and reason for return. We will respond within 1 business day with full instructions.

19. Who pays for return shipping?

Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect. We do not charge any restocking fees.

20. Are there any non-returnable items?

Yes. Sale items, gift cards, custom or cut-to-size orders, and items that have been used or installed cannot be returned.

21. How long do refunds take?

Refunds are processed within 10 business days of us receiving and approving your return. Your bank may require additional time to process the refund to your account.

22. Do you offer exchanges?

Yes. The quickest way is to return the original item and place a new order. Contact us and we will guide you through the process.

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Orders & Cancellations

23. Can I cancel my order?

Yes — orders can be cancelled within 24 hours of purchase, provided they have not yet been dispatched. Contact us immediately at info@carpetmltd.com or call +44 7988591724.

24. Can I modify my order?

Modifications must be requested within 2 hours of placing your order. Please contact us as soon as possible.

25. My item arrived damaged — what should I do?

Please contact us within 48 hours of delivery with photos of the damage. We will arrange a replacement or full refund at no extra cost to you.

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Products & Advice

26. Can you help me choose the right flooring?

Absolutely! Our team is knowledgeable and happy to advise you on the right carpet, vinyl, LVT, or laminate for your needs. Simply contact us and we will be delighted to help.

27. Do your product colours look the same in person?

We strive to represent colours as accurately as possible, but screens vary between devices and actual colours may differ slightly. If you are concerned about colour matching, please contact us before ordering.

28. Do you offer samples?

Please contact us at info@carpetmltd.com to enquire about sample availability for specific products.

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Contact & Returns Address

29. How can I contact CARPET M LTD?

You can reach us through any of the following. We aim to respond to all enquiries within 1 business day.