Our shipping policies
Terms and Conditions
Delivery & Returns
Delivery Standards and Processes
Delivery times will be longer during social distancing guidelines. Please allow for up to two weeks from the time of dispatch.
Please do read these instructions and details carefully before you complete your order. If you have any doubt, we advise that you ring 8440 4415 and speak with one of our customer service advisors. Currently, due to the circumstances occurring around the world at the moment, couriers may leave a delivery at your door. Please do contact us before your delivery and we will be happy to advise you on your delivery situation. PLEASE NOTE: This is our busiest time of year, please expect small delays on your delivery (2-week working delays)
For any orders of flooring accessories, please note that we do offer free and fast delivery. Your order should be with you within 72 hours
Due to the fragile nature of the product, a $29 delivery fee is applied for laminate and wooden flooring, as it is sent with a specialist courier to avoid damages. It does arrive on a wooden pallet and this will need to be disposed of by you. We do not dispose of the pallets ourselves.
Delivery and Couriers
Deliveries will be made via our courier between the hours of 8am and 6pm on the day of delivery. Unfortunately, we are not able to provide exact delivery dates since we use third-party couriers.
With certain couriers (listed below), you will be able to have access to your tracking information number which will be sent to you in the dispatch email. This will allow you to check their website for updates directly. This does not apply to all couriers.
All deliveries will be to a ground floor location only, access permitting. In some cases, the driver may require assistance on the larger items. If you need to be in to assist the driver then our customer service team will ring either on the day or the day to let you know further details.
Orders over 50kg
Please note that orders over 50kg could take a little longer, usually between 3-7 working days (Please allow for longer during social distancing guidelines). This does depend however on your location, as the specialist courier delivers on specific days for certain parts of the country. Please do contact us for further details if you require. *Excludes laminate flooring. For any large order of laminate flooring, we would recommend contacting our customer service team and they will be able to assist you.
Upon delivery of your item at the requested location, please do inspect the goods as any damages will have to be noted on the courier documentation. You will need to refuse at the point of delivery for your claim to be upheld. Once signed, you will accept the successful delivery of your goods from the courier.
If you refuse a delivery for any other reason aside from damage than you may be liable for the full cost of the delivery charge, as well as the subsequent return and re-delivery charges.
At SingaporeFlooring, we always do our best to ensure that any customer’s order will arrive with you on time. We cannot, however, guarantee a time on any deliveries as we do use third-party couriers. Therefore, we recommend that you do not book any tradespeople (carpet fitter etc) until you have received and checked your order over.
If for some reason you are not happy with the quality or colour of your item or you have changed your mind since purchasing, then we would be happy to authorise a refund in exchange for you returning your order to us.
Getting in Contact
Getting in contact with our customer service team is easy and they are always on hand to assist you in any way possible. If you have a query over a delivery, order or the couriers we use then please do get in contact with us and not with the courier directly. Our team will be able to inform you of any developments with your order.
We want you to be completely happy with your purchase from SingaporeFlooring, therefore, we operate a 30 day returns policy.
All we ask is that you return the item back to us in the original packaging and the products are in the same condition at the time of purchase.
We cannot accept any cut or fitted products so please fully inspect your goods before any fitting takes place or fitters are booked.
Any returns are your responsibility to get back to us so please instruct a professional courier who will provide you with insurance for the return as we cannot accept, refund or replace any damaged items back into our warehouse.
If you are not happy with the quality of colour of your order or it is simply not what you were expecting we will be happy for you to return your order to us for a refund. We offer free samples on over 95% of the products we sell so we accept no responsibility for orders that do not match your specification where a sample has not been ordered beforehand. We will still accept your order to be returned to us for a refund but will not be responsible for the arrangement nor will we cover any costs of the return postage. We also reserve the right to deduct any original postage costs incurred by ourselves before refunding your order.
To assist us in processing your return and efficiently as possible please provide a covering letter with your return detailing your name, order reference (return reference) and date, with a brief explanation of the reason for your return.
Please email us for the return address where we will provide you with our returns address and a return number to add to your parcel.
Returns will be received and inspected so refunds can usually be expected within 72 hours of the receipt of the return.