Dispatch & Delivery Policy
While every effort will be made to ensure that all items shown are in stock, we offer no guarantee of availability and this electronic publication does not constitute an offer for sale. In the event a product chosen is out of stock you will be contacted in regards to other alternatives/upgrades available.
We aim to deliver as soon as 3 to 5 days after confirmation of processing, but Delivery can take 7 to 14 working days.
Please allow up to 7-14 working days before contacting our customer service team for updates surrounding delivery and tracking information. Before this time, we cannot provide any updates on the whereabouts of your order.
Any date specified for delivery is an estimate only, we cannot be accountable for any delays in delivery. Time for the delivery shall not be of the essence of any contract and we shall not be liable for any loss, cost damages or expenses that may be caused directly or indirectly by any delay in the delivery of the goods ordered. We always advise to arrange installers after the order has been received.
Every Order Is Delivered by Either Our Advanced In-house Delivery Network (With an Ever-growing Fleet of Vans), Or Through a Specially Chosen Courier. Each Method of Transport Is Fully Equipped to Handle All of Our Flooring Products.
All flooring products, accessories and underlay are shipped from alternative site locations which could result in parts of you order arriving separately, we ask you are mindful of this when placing/receiving your order.
Delivery Is to A Ground Floor Location, Access Permitting and Is A One-man, Curb side Delivery. Please Note – Due to This Being a One-man Service, Larger Items May Require Additional Assistance to Help the Driver Unload.
Your Order Will Be Delivered by Either Our Fleet of Vans or Our Selected Courier Service. The Couriers Are Unable to Call Prior To Delivering Your Items
All orders require a signature on delivery unless authorised by yourselves. We take no responsibility / liability for missing / damaged goods if authorised to be left. Please ensure that you check the packaging and products are undamaged before signing. If you sign for the item without checking, you are stating that the goods have been delivered undamaged and in good order. This means we cannot claim from the courier on your behalf if the item is damaged. Any replacement goods will have to be paid for in full.
in the event of using a courier any special instructions provided will be passed onto them, however, we can not guarantee that their drivers will adhere to them.
RETURNS & CANCELLATIONS
We want you to love the products you buy from mooncarpets.co.uk but if, for whatever reason, you change your mind, please return your purchase to us in its original condition (and packaging, where possible) within 30 days of purchase for a full refund.
All returns must be sent (with a copy of your order confirmation or sales invoice) to the address below in its original or secure packaging in order to avoid any damage in transit. Your refund may be affected if the product is returned to us in an unsuitable condition.
8-10 Ashkirk Street
Unfortunately, we are unable to offer refunds or to exchange any products that have been cut to size, made to measure or installed (unless it is established that they have since developed a manufacturer’s fault).
In the unlikely event that a manufacturer’s fault develops within 30 days of the purchase date, please notify us as soon as possible with photographic evidence. Where a manufacturer’s fault is identified, you will be able to receive a full refund, repair or replacement of the original order, whichever is more convenient.
Where a manufacturer’s fault develops after 30 days from the purchase date, we will do our best to remedy the problem as soon as possible. Depending on the circumstances, you may be entitled to a replacement, repair or refund (or a price reduction should you wish to keep the product).
We reserve the right to withhold any remedy, refund, repair or replacement until the faulty product(s) is/are returned to us for investigation. The cost of the return is to be borne by the customer.
Please note that our liability under this policy:
- excludes any discrepancies between batches (colour or otherwise) or faults caused as a result of improper installation, use or maintenance;
- is limited to the original order value; and
- does not include any additional or third-party costs incurred by you for the installation of our products (or otherwise) prior to the fault appearing.
We always advise our customers to carefully inspect any purchases (and report any faults immediately) prior to any installation.
If a product is ever unavailable, we will contact you either to arrange a full refund or allow you the opportunity to select a similar product with any difference in price being collected or returned. Rest assured, we will never supply you with any substitute products without your prior approval.
Every effort is made to ensure that the colours of our products are presented as accurately as possible on our website. Due to discrepancies between monitors etc. we recommend that our customers take advantage of our free sample service prior to ordering.
Please note that different widths, batches, materials or orders may not match exactly when placed next to one another if ordered at a different time. Every batch is slightly different.