The TEXTURES of WINTER SALE now on - Ends August 31st

Our Stores

Find your nearest locally owned & operated store today.

FAQs

Have a question or need help? Simply search our FAQ and info pages below or use the contact form to get in touch.

What is the best carpet?

The best carpet is different for every customer as every home is unique. What is best depends on a number of factors based around your needs, such as:

• Which rooms of the home are you carpeting?

• How much foot traffic is likely in those rooms?

• Do you have children?

• Do you have pets?

• What interior design style are you creating?

• What is your budget?

How do I find a great quality carpet?

Check the quality of the carpet from its independent grading/s. The main body that governs carpet grading in Australia is the Australian Carpet Classification Scheme (ACCS).

What underlay do you use?

We partner with New Zealand’s most trusted and comfortable carpet cushion. Dunlop Carpet Cushion is made in New Zealand using our world-leading MaxbondTM Cushioning System.

We only use high quality materials and processes that guarantee the best comfort per kilo of foam is delivered to ensure a long-lasting luxurious feel. Featuring advanced, proven technology certified for peace of mind, Dunlop Underlay is simply the best choice for your carpet’s comfort, performance, and durability.

What type of underlay do I need for my new carpet?

Underlay and carpet are designed to work together as a complete flooring system and underlay should always be used. Ask your retailer to match a quality underlay with the quality and proposed used of your carpet.

How often do I need to clean my carpet?

Thoroughly vacuum your carpet at least weekly, with three vacuum passes for lightly soiled areas and five to seven passes for heavily soiled/high traffic areas.

Carpet should be steam cleaned approximately every 12 to 18 months depending upon the usage and colour. Even though both light and dark colours attract the same dirt and grit, light colours tend to show the soiling earlier.

Do I need stain protection on wool carpets?

Stain protection is not required on wool carpets due to the fibre’s natural ability to resist dirt, stains and spills.

How wide is carpet?

3.66 metres (12 feet) is the standard width for carpet in New Zealand; however, some carpets are produced as 4 metres wide.

Does having carpet in a house increase the risk of asthma and other dust-related allergies?

There is a misconception that carpet in the home increases exposure to dust mite allergens when in fact there are a range of other triggers in the home that can increase exposure and cause a respiratory reaction.

A major study by the German Allergy and Asthma Society (DAAB) (ALLERGIES konkret 2/2005) found that wall-to-wall carpet reduces dust in the air to half of that found above hard flooring surfaces. A properly maintained carpet traps dust particles, removing them from the breathing zone, until they are vacuumed up.

The Carpet Institute of Australia has provided an information sheet to assist consumers to better understand the issues related to Allergens in the home.

Visit the Carpet Institute website here

What is a woven carpet and how does it differ from a tufted carpet?

Woven is the traditional method of marking carpet on a loom. Each piece of coloured yarn is individually woven into place, so woven carpets are capable of producing intricate patterns. The carpet pile and backing materials are woven together in a single operation. This unique construction process provides Axminster carpets with excellent durability and appearance retention.

Tufted carpets are made on machines where the yarn is stitched through a cloth (primary backing). The tufted cloth then has latex (an adhesive) applied to the primary backing and a secondary backing fabric is then attached to stabilise the carpet and give it the final form.

Download Information Brochure

What is the best carpet?

The best carpet is different for every customer as every home is unique. What is best depends on a number of factors based around your needs, such as:

• Which rooms of the home are you carpeting?

• How much foot traffic is likely in those rooms

• Do you have children?

• Do you have pets?

• What interior design style are you creating?

• What is your budget?

What type of vacuum cleaner do I need for my carpet?

We recommended using an upright or quality barrel vacuum cleaner, fitted with a power driven rotating brush or combination beater/brush bar that moves around the carpet pile and mechanically loosens soil for removal by the vacuum. This is best suited for low cut pile carpet. To prevent excess fuzzing turn the brush off or change the head when vacuuming loop pile, cut and loop or berber carpet. For luxuriously thick, soft pile carpet, look for the following attributes when selecting a vacuum:

• Adjustable height – use the highest setting where appropriate

• Adjustable suction – use a suction level which allows the vacuum to move easily while lifting the dirt and other foreign matter

• Large wheels – the vacuum should glide easily across the carpet

• Efficient airflow – avoid vacuums with very concentrated or sealed suction

Will the colour of my carpet fade over time?

To minimise the chance of fading, Feltex uses the more up-to-date dyestuffs in the production of carpet. However, carpets like all other dyed textiles, will slowly lose colour over time when exposed to direct sunlight. It is recommended that you have some form of window protection (e.g. window tinting, curtains or blinds) for areas when sunlight falls onto carpet for extended periods of time. Some of our carpets feature improved fade resistance.

View our Fade Resistant Carpets here

Is a wool or synthetic carpet better?

Neither is better than the other as both wool and synthetic fibres have great characteristics. Our suppliers use the highest quality materials and the latest manufacturing technology to produce quality carpets in all fibre categories.

Why can the colour of carpet look different at home?

Lighting can change your perception of colour and the lighting environment between a carpet retail store and your home will vary. So when choosing your new carpet you should borrow a sample from your carpet retailer and view it in your home at various times of the day, as colour can appear different under varying lighting sources (e.g. natural daylight versus artificial lighting at night)

What does DPF stand for and what does it mean?

DPF stands for Decitex Per Filament. This is a unit of measure for the linear mass density of carpet fibres, defined as the mass in grams per 1000 meters. The lower the DPF the more filaments there are per fibre which makes for softer carpet.

What is Engineered  Timber flooring?

Engineered Timber flooring consists of three layers being: a top layer of hardwood, a core (normally hardwood, plywood or HDF) and a backing layer veneer. These layers are pressed together in opposing directions to create a single board. Engineered Timber floors are designed and manufactured specifically to be used for flooring making them a very stable alternative to solid timber floors.

Engineered Timber vs Traditional Timber?

Engineered wood is more moisture-resistant than solid wood. It does not warp or change dimensions very easily when exposed to moisture. Solid wood can be sanded and refinished any number of times. Engineered wood can be sanded and refinished lightly only once or twice as the upper layer is thin.

Will my Timber floor dent or scratch?

Yes. The harder the timber is the harder it is to dent but all timber will dent and although the coating is extremely hard wearing it will not stop scratching.

Please refer to our suppliers Timber Care brochure for information and tips to protect your flooring against dents and scratches.

Read Brochure

How hard is Engineered Timber flooring?

Engineered Timber flooring is available in many different species of hardwood with varying hardness ratings. When measuring the hardness of timber a Janka rating is used. The Janka hardness rating is simply the Kilonewtons (KN) of force required to dent the timber by pressing a small ball into it. The higher the number the harder the floor.

Species Janka Rating (kN):

Oak 6
Kempas 7.6
Jarrah 9
Merbau 8.5
Blackbutt 9
Spotted Gum 11
Bamboo (strand woven) 16

Can I sand and recoat Engineered Timber flooring?

Although it is possible to sand and re coat Timber floors, in our experience very few our range Timber floors are ever re-sanded. Our timber planks have coating systems that protect the floor from wear and by following our floor care tips, you can protect against dents and scratches keeping your floor looking great over time. We recommend that you contact us prior to any sanding or re-coating process.

Please refer to our suppliers Timber Care and Care Tips brochure for more information.

Read Brochure

Will my Timber floor show colour variations?

Yes, with a real hardwood timber surface, each high quality Timber floor board will feature distinct knots and stain variation, providing authentic and special visual appeal. Every tree is unique, and as a result every timber plank is unique too.

Timber Care - Which cleaner should I use?

Use any non-abrasive, soap-free cleaner designed for engineered timber floors (as appropriate) on a regular basis.

Timber Care - How should I clean my flooring?

Sweep or vaccume as often as necessary (preferably with an effective dust filter and suction nozzle for hard surfaces) or dust mop to remove any loose dirt or grit which could damage the floor. Vacuums with a beater bar or power rotary brush head can damage the floor and should never be used.

Timber Care - Light Exposure?

Rotate mats, rugs and furniture where practical as intense natural and artificial light can discolour these products.

Timber Care - Removing Footprint & Dirt?

Wipe down with a well-rung damp mop or cloth (avoiding excessive amounts of water) to remove any footprints or dirt, wiping parallel to the boards. You can also use ready-to-use impregnated cleaning cloths or wet wipes.

Timber Care - Refinishing?

While our suppliers factory finish of their Timber floors are refinished. If you commence refinishing, you will void the Surface Warranty. However, if your timber floor starts to show dull spots or signs of wear, its gloss can be restored by lightly sanding and re-coating with a water based urethane dressing in which our team can recommend supplier approved products.

The use of non-approved floor coatings can lead to post installation coatings flaking off the surface of your floor. Please consult your nearest store if you are considering any sanding or re-coating.

Timber Care - Repair?

Minor dents and scratch marks can be easily repaired using repair accessories such as colour matched filler sticks. Ask your retailer for details of recommended repair accessories based on your flooring.

Timber Care - Removing Footprint & Dirt?

Wipe down with a well-rung damp mop or cloth (avoiding excessive amounts of water) to remove any footprints or dirt, wiping parallel to the boards. You can also use ready-to-use impregnated cleaning cloths or wet wipes.

What is Laminate flooring?

Laminate flooring is made of four layers of materials pressed together to create very hard wearing floors in limitless designs and colours.

These layers are as follows:

• Wear layer – A clear, top layer that provides exceptional resistance to wear, fading and staining.

• Design layer – A high resolution printed paper layer that realistically captures the look of the surface it is imitating. Generally the designs are of timber but they may also be of tile or stone.

• Inner core – A layer of High Density Fibreboard (HDF). HDF is a pressed wood product that is extremely dense, providing stability for the finished board.

• Backing Layer –  A melamine layer providing further stability and also a moisture barrier.

Will my Laminate floor dent and scratch?

Although Laminate flooring is very hard wearing and doesn’t dent like other floors, it can scratch. Although more scratch resistant than most other floors, care needs to be taken with your Laminate floor. Please refer to our Laminate Care and Care Tips pages for information and tips to protect your flooring against dents and scratches.

Read Brochure

Can I direct stick my Laminate floor?

No. Laminate floors are designed to only be installed using a floating system. Our suppliers provide installation guidelines for all of our flooring products including Laminate. We reccommend getting this installed by professionals as this will ensure that your laminate flooring is installed correctly or we can provide the installation guidelines upon request.

Can I sand and recoat my Laminate floor?

No. A Laminate floor is an imitation of real timber flooring and as such cannot be re-sanded and coated. However, the superior wear qualities and resistance to scratching and denting ensure that a laminate floor, properly looked after, will stay looking beautiful for a  long time.

How hard is Laminate flooring?

All Laminate flooring has a wear layer that makes Laminate the hardest and most durable out of all of our flooring products. Timber, Bamboo and Vinyl flooring will dent in situations where Laminate flooring does not. An example of this durability can be seen by looking at the potential effects of stiletto heels on a flooring surface. Stiletto heels can easily damage Timber floors but have no effect on a Laminate floor.

Laminate Care - What should I never do?

Never use abrasive cleaners, nylon scouring pads, steel wool or scouring powder as they may damage the floor. Steam cleaners are not suitable for use with any type of laminate floor. 

Never flood the floor with water. Excessive water can damage laminate floors. Promptly soak up bulk liquid spills, including pet urine. Never wax, polish, sand or lacquer your floor.

Laminate Care - Which cleaner should I use?

Use any non-abrasive, soap-free cleaner suitable for laminate floors on a regular basis. Do not use soap based detergents which can leave a dull finish on the floor. You can also use ready-to-use cleaning cloths or wet wipes.

Laminate Care - How should I clean my flooring?

You should perform basic routine cleaning which requires only sweeping, vacuuming (preferably with an effective dust filter and suction nozzle for hard surfaces) or dust mopping as necessary to remove any loose dirt or grit. Follow this with wiping down the Laminate flooring with a well-rung damp mop or cloth (avoiding excessive amounts of water) to remove any footprints or dirt, wiping parallel to the boards.

Laminate Care - How should I get rid of spills & marks?

Most spills or other marks will wipe off quickly and easily with a clean, white cloth. Larger marks and more may require other alchohol based solvents. Please refer to the chart below.

Spillage/Mark Treatment Method:

Juice/Wine/Grease: Use a non-abrasive cleaner or warm water and soap free household cleaner. Follow this with a dry cloth and make sure that your floor is completely dry.

Crayon/Asphalt/Nail Polish Paint: Use denatured alcohol or nail polish remover on the stain then wipe it down with warm water and soap free household cleaner. Wipe it with a dry cloth and make sure there is no solvent residue or moisture.

Gum/Candle Wax: Allow the wax to harden and then gently scrape free with a plastic scraper.

What is Vinyl flooring?

Vinyl is a specific type of plastic. Vinyl flooring is a product made by layering different materials, including vinyl. The most common type of vinyl floor consist of 4 layers:

•Core layer for stability and durability

•Decorative layer containing the flooring pattern

•Fiberglass or vinyl backing that provides extra stability

• “Wear Layer” on top that protects the flooring from scratches and scuffs

•Vinyl Planks have an extra Bottom backing layer to preserve structural and dimensional intergrity

•Fade Resistant VInyl Flooring have an UV Coating provides an extra layer of durability and impact resistance

Where can Vinyl flooring be intsalled?

Vinyl flooring can be installed in any room in the house, including rooms at, above or below grade (ground level). It can also be installed over almost any type of subfloor (concrete, wood, vinyl), as long as the subfloor is smooth and level. If the subfloor has imperfections, they may show through the vinyl.

Are Linoleum and Vinyl the same thing?

No, they’re not. While both products are examples of resilient flooring, they are actually manufactured from completely different materials. While vinyl flooring consists of vinyl, felt and fiberglass, linoleum is made from natural materials such as linseed oil, tree resin, cork dust and wood flour.

How hard is Vinyl Plank flooring?

Vinyl Plank is very hard wearing and (in terms of other flooring types) is harder than timber but not as hard as laminate.

Will my Vinyl Plank flooring dent and scratch?

Yes. Vinyl is softer than other hard flooring which means extra care needs to be taken to ensure you protect your Vinyl Plank flooring from dents and scratches.  Please refer to our suppliers Vinyl Care Tips for information and tips to protect your flooring against dents and scratches.

View Brochure

Can I direct stick my Vinyl Plank flooring?

All Vinyl planks can be adhered to the subfloor, although some products are designed specifically for this purpose (these are normally 2mm or 3mm thick) Floating systems are generally 4mm or 5mm thick. Our suppliers will provide installation guidelines for all of our flooring products including Vinyl Plank.

Can I sand and recoat my Vinyl Plank flooring?

No. A Vinyl Plank floor is an imitation of real timber flooring and as such cannot be re-sanded and coated. However, its superior wear qualities and resistance to scratching, ensure that a Vinyl Plank floor, properly looked after, will stay looking beautiful for a very long time.

Vinyl Care - What should I never do?

Never use abrasive cleaners, nylon scouring pads, steel wool or scouring powder as they may damage the floor. You should always read the manufacturer’s instructions before using any cleaning solution and never spray them directly onto the floor.

Never use oil, soap, wax or polishes to clean the floor. These finishes may make the floor slippery and can leave a dull finish on the floor

Vinyl Care - How should I clean my floor?

Daily sweep with a soft dry broom or vacuum (preferably with an effective dust filter and suction nozzle for hard surfaces) to remove any loose dirt or grit which could damage the floor.

Clean the floor weekly using water and a PH neutral cleaner recommended for use on vinyls to remove any footprints, dirt and other stains or marks. Scuffs and stains can also easily be removed by a diluted solution of household ammonia or white spirit. Use a damp cloth, mop or sponge – not a wet one.

Vinyl Care - How should I manage light exposure?

Natural or intense artificial light may cause a whitening effect which may become visible in comparison to those areas covered by rugs or furniture which will appear yellower. Generally this yellow effect will disappear after a few weeks when these areas are again exposed to light.

Vinyl Care - How do I avoid discolouration?

Some latexes/rubbers, which contain certain anti-oxidants, can permanently cause yellow staining. Rubber of this type is often used in backings for rugs and mats, protective feet for stools, low cost shoes and wheels for trolleys and wheelchairs. Non-staining vinyl backed mats or woven rugs identified as colour fast should be used on vinyl floors. If the floor is to be subjected to any of these applications, darker colours are recommended which will hide any discolouration, should it occur.

What is Hybrid flooring?

Hybrid is the one of the latest flooring innovations, combining the best attributes of both laminate and vinyl to create a rigid floating floor that can be installed throughout the entire home. Hybrid is made of multiple layers of materials pressed together for an extremely hard wearing floor.

These layers are as follows :

• UV coating provides a hard-wearing surface with high impact resistance.

• The decorative layer replicated the look of an authentic hardwood floor.

• Trigon® Core Technology layer features a limestone composite core board that is waterproof^ and stable in extreme temperature changes.

• A pre-adhered acoustic backing deliveries improved acoustics and comfort underfoot as well as decreasing installation costs.

How hardwearing is Hybrid flooring?

Hybrid flooring is an exceptionally hardwearing product that is suitable in both residential and commercial applications.

Will my Hybrid floor scratch?

Yes it can. Although exceptionally hard wearing and resilient, care does need to be taken to ensure you protect your Hybrid floor from dents and scratches. Please refer to our suppliers Hybrid maintenance and care brochure for information and tips to protect your flooring against dents and scratches.

Read Brochure

Can I direct stick my Hybrid flooring?

No. Hybrid floors are designed to only be installed using a floating system. Our suppliers can provide installation guidelines for all of our flooring products including Hybrid.

What makes Hybrid flooring different?

Godfrey Hirst Hybrid floors combine the look and feel of natural timber with all the very best technical attributes of laminate and luxury vinyl planks. Hybrid features Trigon® Core technology, it is a waterproof product that is durable and has minimal expansion and contraction, meaning it can withstand extreme temperature changes.

What is Trigon® Core Technology?

Trigon® is the name given to the cutting edge core technology. The Trigon® Core is made of 80% limestone and 20% vinyl powder, providing a product that is capable of handling rapid temperature changes with minimal expansion and contraction, greater impact resistance and is a waterproof product.

Hybrid Care - What should I know?

Ensuring the correct placement of external and internal door mats can reduce walked in dirt, sand and stones substantially. These provide additional protection and are the first line of defense in reducing fine scratches and dents. Clean mats regularly.

Make sure all movable items of furniture are fitted with appropriate felt pads and gliders. This will again assist with protecting your new Hybrid Floor from household damage.

Never use abrasive cleaners, nylon scouring pads, steel wool or scouring powder as they may damage the floor.

Always read the manufacturer’s instructions before using any cleaning solution and never spray them directly onto the floor.

Never use oil, soap, wax or polishes to clean the floor. These finishes may make the floor slippery and can leave a dull finish on the floor.

Hybrid Care - How should I clean my floor?

Daily sweep with a soft dry broom or vacuum (preferably with an effective dust filter and suction nozzle for hard surfaces) to remove any loose dirt or grit which could damage the floor.

Clean the floor weekly using water and a PH neutral cleaner to remove any footprints, dirt and other stains or marks. Scuffs and stains can also easily be removed by a diluted solution of household ammonia or white spirit. Use a damp cloth, mop or sponge – not a wet one.

Hybrid Care - How should I manage light exposure?

Clean the floor weekly using water and a PH neutral cleaner to remove any footprints, dirt and other stains or marks. Scuffs and stains can also easily be removed by a diluted solution of household ammonia or white spirit. Use a damp cloth, mop or sponge – not a wet one.

Hybrid Care - How do I avoid discolouration?

Some latexes/rubbers, which contain certain antioxidants, can permanently cause yellow staining. The rubber of this type is often used in backings for rugs and mats, protective feet for stools, low-cost shoes and wheels for trolleys and wheelchairs. Non-staining vinyl backed mats or woven rugs identified as colourfast should be used on hybrid floors. If the floor is to be subjected to any of these applications, darker colours are recommended which will hide any discolouration, should it occur.

Hybrid Care - How do I repair minor scratches ad dents?

Minor nicks and scratch marks can usually be resorted by first cleaning the affected area, and then applying furniture scratch cover oil with a clean white cloth

Can you assist me with matching flooring with my interior.

You can count on us! We recognise that deciding on flooring can be a challenge, whether you are renovating or building.

It is important to consider both practical and aesthetic aspects of your flooring, as well as your budget. Our staff can help make your flooring choices easy and enjoyable with their knowledge of colour, design and products. They understand the durability requirements of each area within your home and how to coordinate colours to create beautiful balance and harmony.

We understand there are a lot of flooring options and are here to help guide you through the choices. When discussing your requirements, we consider your lifestyle, the colours you prefer, the light and shades within your home, and the styles that are being used today.

Alongside our extensive ranges of carpets, vinyl, wood, cork and ceramic tiles we have on hand several ranges of paint samples, kitchen bench and cabinet samples. Actually, for a new home, all we need is your kitchen and cabinet samples and we can design your flooring and paint colours right here in the showroom. Renovating? We have the experience and creativity to seamlessly integrate the old and the new.

Our passion for colour and design means we enjoy helping you select the right flooring for your home, and our professional flooring consultation is offered free of charge, so don't hesitate to reach out to us today.

Your Local Expert Is Ready To Help

How long does a flooring installation take?

Carpet installations under 60sqm and hard flooring installations under 20sqm, typically take 1 day. Installations larger than this can take 2 days or more. Time may also need to be set aside for floor preparation before your chosen floor covering can be applied

What preperation do I need to do before installation?

It is critical to consider the type of floor preparation needed to be based on the type of flooring; some subfloors may only require minor sanding while others may require the replacement of broken boards or the levelling of an entire floor area. It is possible for your chosen floor covering to not perform practically or aesthetically if your floor is not properly prepared.

The person visiting your home for a measure and quote can get an indication of the amount of prep work needed however, often the full extent is not revealed until the installer is onsite and has removed existing floor coverings and can make a full assessment. Unforeseen preparation will be added to your quote so talk to your sales consultant to request a ‘heads up’ if this may be the case with your floor.

It is important that our installers have clear access to the home and to the rooms receiving the flooring. All furniture and belongings will need to be removed from the rooms receiving the new flooring, and the area will need to be clean and tidy. Our installers will also need to use electricity and water, so make sure these are available. You must keep any pets away from the installation area. If your pets are kept outside, please ensure our friendly installers can come and go safely as they walk from their vehicle to the home.

If you would like more information on the preparations you can make for your installation, call your nearest store today.

Find Your Nearest Store

Can I install my new flooring myself?

If you are keen on rolling up your sleeves to install your flooring yourself, it is best to talk to one of our in-store consultants first as some flooring types can be easier to self-install than others or require less specialised tools. Keep in mind that to uphold your manufacturer’s warranty of a product, it will need to be installed according to their installation standards which may be tricky when the installation is DIY.

To make your project stress free and to protect your investment, all of our stores offer a full installation service. If budget is a factor, check out our generous interest free finance options that can help you towards your dream floor.

View Our Finance Options

Will I need to move my furniture?

Yes you will. There needs to be a clear path for easy access to the installation area and rooms receiving new flooring need to be cleared of all furniture. You can choose to do this yourself or our stores can organise this for you. If you do choose for this option, make sure that you let us know well in advance so that the right number of helpers are scheduled for your job. If you have any breakable valuables, it is best to move these to a safe area ahead of time.

Can I keep my samples?

Our flooring samples can be taken home to view for free on a loan basis. Due to the cost of samples, we ask that customers return these after making their flooring choice. Stores may require a credit card, bond or may invoice you for any unreturned samples.

At what stage should my flooring be installed during my building /renovation timeline?

Flooring is a finishing trade so all other aspects of your build or renovation need to be completed prior to your flooring installation. It is important that all paintwork has been finished, dried and has had plenty of time to cure and harden.

If your paintwork hasn’t had enough time to cure, scratches and scuffs are likely to be left on the walls and skirting boards. If you are having laminate or wood installed in your home, it may be best to leave your skirting boards off all together until after the installation for the best finish. Your sales consultant can guide you through this.

Do I need to be home for the installation?

You do not need to be home on the day of the installation. You can instruct our store on where you have left a key or if you need peace of mind, you can leave a key with our store ready for the installer to collect. Often it is easiest if customers are not home as it can be a Health and Safety issue if you are strolling through the work site. Some installations that use strong smelling adhesives or floor treatments may require homeowners to vacate the premises.

If you do intend on being home during the installation, we ask that you stay away from the rooms receiving new flooring until your installer has finished. The same applies for any children or pets that will also be home at this time.

What happens if there is a delay or I have to change the installation date?

We can appreciate that time-lines on building and renovation projects can often change. If there is any delay it is important to give us as much notice as possible to move your installation date. The rescheduled date will be at the nearest availability. If the change is too close to the installation or our installers arrive on site to discover the site is not ready for flooring, a cancellation fee may be incurred. To prevent these issues from occurring, it is important to keep us informed on how your project is progressing, what stage you are at and whether there may be a delay. Adding a few extra ‘buffer’ days into your timeline can also pay off when unexpected delays pop up!

What if I change my mind and want to cancel my purchase and installation?

It is important that you’re confident with your flooring selection, please ensure it is fit for purpose and you're happy with your colour and product choice prior to ordering. If you change your mind, it is likely that we will be unable to cancel your order due to the nature of the product (ordered and picked/cut specifically for your project). If you wish to cancel your order you will need to contact your nearest Flooring Design store you purchased from to discuss the situation with them. If the store is able to cancel your order at their discretion, any associated freight, restocking and administration fees will be at your expense.

What do I do with leftover flooring from my installation?

An additional amount of product is always added to your order (often in the trade this is called ‘wastage’). From this, your installer has enough product to complete the job without too much ‘patchwork’ required. It also means that your installer isn’t caught short, leaving them unable to complete the job. Placing further orders for the same flooring (in the case of carpet) may mean you receive product from across different production batches. This may result in colour variations across your project, which is not ideal.

You may be left with a few good size pieces of carpet which our stores can organise to be bound and made into mats (these work great at entranceways or on top of new carpet in front of fireplaces for extra protection). For hard flooring or sheet vinyl (commonly called ‘lino’) installations, saving a few extra planks or pieces of flooring somewhere safe and dry, will allow you to perform any ‘patch’ repairs on damaged areas of flooring in the future. Finding an exact match later down the track will be tricky.

We do not accept returns on any product that is left over from an installation.

What happens if there is a problem with the installation?

Your primary contact through the entire process will be your sales consultant. Along the way should you have any questions or concerns it is best to contact them to chat them through. If something doesn’t look right at the installation stage, your contact person remains your sales consultant. They will liaise with your installer to put things right or organise a site visit to inspect the issue.

It is best to inform the store of any issues as soon as possible, to ensure they can be fixed before the floor is lived on, or potentially damaged. Often customers are shy about raising a problem however we want you to love your new flooring, so make sure you tell us your concern no matter how small it may seem.

What happens if you need to come back and fix something?

If you have let your sales consultant know that something isn’t quite right, depending on the circumstances, they will typically schedule a time with you for an installer to pop back to complete remedial works, or will make a time with you to see this in person before taking further action.

Do I have to pay a deposit?

Yes, upon confirmation of your quote, you will be sent an invoice for your purchase. The deposit size required varies from store to store. A deposit is required for all jobs, regardless of size. As product is ordered specifically for your project (and often cut to size) and labour is committed for your installation, a deposit gives peace of mind that the transaction is going to be fulfilled. Your sales consultant can talk you through what the deposit size is and timelines for payments. To help you cover the costs of your new flooring, interest free finance options are always available.

What is the difference between Broadloom Metre (BLM), Square Metre (SQM) and Length of Measure (LM)

Broadloom Metre = 3.66m x 1m
Square Metre = 1m x 1m
Length of Measure = Custom Width x 1m

Length of measure is the unit used for vinyl sheets or carpet that come in roll stock that have a unique width.

With carpet, the usual width is 3.66 metres, since it is the size of a roll of carpet. This measurement unit is called 'broadloom meters'. If you are trying to work out the square metre cost of a broadloom metre or length of measure, divide the price by its width E.g. Carpet XYZ is $110 per broadloom metre, $110 / 3.66 = $30.05 per square metre.