**PLEASE NOTE - We strongly advise against booking Installers, until goods have been received and checked, as regrettably we cannot be held responsible for any consequential losses.


We aim to deliver your order within 5 working days (standard delivery) or within 2-3 working days (express delivery). This is not guaranteed. We do have a number of products that are kept in stock at our Central Warehouse and if your order includes any of these items then we will advise via email that at least 2 working days will be added on to the delivery timescale while we wait for them to come in. You can also request a preferred date for delivery and we will do our best to accommodate this for you. However, we cannot guarantee your chosen day, nor the speed of our deliveries.  You will receive a notification, advising you of your date for delivery.

Delivery Charges

All delivery charges are calculated at the checkout and include VAT.   (**Please note we make no profit on any of our delivery charges). There are small parts of the UK that we do not cover on our internal courier network.  In instances where orders are received, with such a delivery address, we will always inform you of the additional cost of shipping, before processing your order.  Shipping will be calculated by us and you will be given the option of whether to accept the additional delivery charge, or cancel your order.

We are currently unable to offer delivery to locations in Northern Ireland, but we can obtain a courier price on request.

We ask that you advise us at the time of placing your order, where there is any weight restrictions, narrow roads, streets or lanes, at or near your address, so that we send out your delivery in the correct vehicle size. If you fail to inform us of any delivery restrictions, and we send your order out on the incorrect vehicle, a redelivery charge will become payable by you, before we can re-attempt delivery.

 For other delivery options please email us at sales@deaconjones.co.uk or call the office on 01442 915466 and our customer service team can advise on alternative shipping arrangements and their charges.

How Your Order Is Delivered

All deliveries are made 'kerbside' only and on a pallet.  We use an all-day delivery service, however it is sometimes possible to obtain an Estimated Time of Arrival on the day of delivery, but this cannot be guaranteed. If you require this, please email us at sales@deaconjones.co.uk on the day of delivery and we can request this for you. Handling the goods is the responsibility of the recipient.  When making a large order, we advise to plan ahead, and arrange a second pair of hands to move your order as the driver is unable to enter the premises and your order will be left outside. *Please note that this also applies to flats, tower blocks and high rises.  

We ask that you thoroughly inspect all parts of your order before the delivery driver leaves the premises or as close to delivery as possible.  The driver will not ask you to sign for your order post-COVID, but you can make the driver aware of any damages. In the unlikely event any part of your order should arrive damaged, you must contact us the same day or within 24 hours and report this to us, where we will arrange for a replacement of all damaged product to be delivered out to you, on the earliest delivery date at no extra charge. We request that you email us clear images of the damage at hello@deaconjones.co.uk, in order for us to be able to send out replacements for you.  Any damaged products not checked on delivery, can still be replaced, however if the 24 hour time frame has passed, you will be liable for the full cost as we have a very small window to open a claim with the courier (This does not affect your Statutory Rights in cases of Manufacturer Fault).

If for any reason your order does not arrive on the delivery date specified or any items are missing, then please call us on 01442 915466 or email us at hello@deaconjones.co.uk and we will look into this for you.

Once your order has been delivered

Once you have received your order, and it has arrived in perfect condition, we recommend you store it in a warm environment, not below 20 degrees.  We do not recommend storing the product in sheds, outhouses, garages or anywhere that does not have heating.  If these guidelines are not adhered to, then this will invalidate the manufacturers warranty.  We also recommend that you move the packs of flooring to the room or rooms it will be laid in, at least 72 hours before being fitted.  This is to acclimatise the flooring to the space.  If any fault issues are noted by the fitter once fitting has commenced, we ask you to cease work immediately and notify us.  We will investigate this with you and the manufacturer and each fault is looked at on a case by case basis.  If the fault is evident before fitting please notify us and provide us with clear images of the faulty packs and we will consult with the manufacturer.  Where cases of fault are found, we will replace all faulty packs free of charge.  The manufacturers decision is final in all cases of fault, however you may contact the manufacturer directly if you are unsatisfied with the conclusion.

 Failed Deliveries

You will always receive a pre-delivery email which will include a scheduled delivery date.  Please check your 'Inbox' and if nothing has been received, it may have gone into a 'Spam' or 'Others' folder. If we are unable to deliver your order because there is no one home, there is inadequate help available, the goods are refused, the driver is unable to access your address or you cancel the order whilst in transit (goods are in transit at least 24 hours before the delivery date), you will be liable for any additional costs incurred for the goods to be returned or redelivered.  Should this happen, we will contact you and request payment for redelivery before we will reschedule a date and should you no longer want your order, it will be returned back to us at your expense, and we will deduct the original delivery charge and the return charge from the refund the we issue.

If you have any questions regarding Delivery, or any of our other Policies then please email us at hello@deaconjones.co.uk and a member of our team will be on hand to help.