Help and customer service
Support
Questions about an order, delivery, samples or installation? Find your answer below, or talk to our Brisbane team.
"Excellent product and amazing customer service."
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How can we help?
Before you buy
- Free samplesChoose up to 3 colours. You just cover a flat $15 shipping fee.
- Price Beat GuaranteeFound the same floor cheaper? We’ll beat it by $1 per square metre.
- Flooring calculatorWork out how many boxes you need and what they cost.
- Tile calculatorWork out tiles, boxes, grout and adhesive for a floor or wall.
- Trade pricingBuilders and installers can sign up for a trade account.
Your order
Quick answers
The questions we hear most
Still curious? Our FAQs and Help Centre go into more detail.
When will my order arrive?
We confirm stock and book your delivery first. Flooring delivery usually takes 1–7 business days after dispatch, depending on your location. Shipping is worked out at checkout from your address. In a rural area? Call us and we’ll quote it. Delivery information
Can I see the floor before I buy?
Yes. Choose up to 3 free samples and pay a flat $15 shipping fee. Sample delivery usually takes 3–7 business days, depending on your location, with tracking by email. Order free samples
What if my flooring arrives damaged?
Take photos of the problem, ideally with the boards still in their packaging, and contact us. If your flooring is damaged, incorrect or faulty, we arrange the return shipping and send a replacement. Refund and returns policy
Can I exchange flooring?
Tell us within two days of receiving your order, before anything is installed or altered. The returns policy explains exchanges, change of mind returns and the restocking fee. Read the policy
Can you help with installation?
Get an instant installation quote online, followed by a free onsite measure. Or book a rated local installer through Airtasker and take $30 off the task. Get a quote
Do you price match?
We do better. If an Australian retailer advertises an identical floor for less, we’ll beat their price by $1 per square metre. How the price beat works
Popular guides
Measure, lay and look after your floor
Still need a hand?
Talk to our team
If you’ve got a question at any stage, we’re just one call away. Proudly Australian owned and operated.
Builder or installer? Sign up for trade pricing.