Help Centre

Choose an area in which we can help..

Find the answers to your solid & engineered wood questions as well as any #dwf related queries!
What are your Terms & Conditions?

To view our full terms and conditions, please visit our full Terms & Conditions page!

Do you have any reviews?

Yes, we have a large bank of independent reviews from our customers which you can see if you click on the review icon on the left hand side of your page or on each individual product that the review relates to.

If you are looking to write a review of ourselves or our product, Yotpo (an independent review platform), will email you after your purchase asking for your opinion.

What is your Privacy Policy?

To view our Privacy Policy, please visit our full Privacy Policy page!

How do I amend my order?

If you would like to amend your order e.g. change the product you have ordered or the amount, please contact our Customer Services.

Please note that we are only able to amend orders up to 36 hours before delivery.

How do I cancel my order?

If you would like to cancel your order please contact our Customer Services team.

Please note that fees may apply to cancelled orders.

How do I place an order?

You can place an order by using either the website or contacting our Sales team.

To place an order online all you need to do is:

  • 1. Find the product that you would like on the website
  • 2. Enter the required quantity and press Add to Basket
  • 3. Go to your basket and proceed to checkout
  • 4. Enter your contact details and specify a delivery date
  • 5. Enter your payment details into our secure checkout system
  • 6. Once this has been completed you will receive an email with confirmation of your order and all the information you require

If you are wanting to place the order by phone, you will just need to provide our sales team with the required measurements, contact and payment details and they will go through every step with you. At the end of the call you will receive an email with confirmation of your order and all the information you require.

Can I order free samples?

Yes, you can order up to four free wood samples. All you need to do is:

  • 1. Click on the free sample box next to the products you would like.
  • 2. Go to your basket and enter your address details.

Within 24 hours your samples will then be selected, packaged up and dispatched to you (first class) in the post.

How do I claim a price match?

Here at Direct Wood Flooring we pride ourselves on pricing high quality products at extremely low prices to help our customers achieve their dream homes for less.

We believe that our prices are the lowest on the market, but if you find one of our products in another store cheaper, we’ll MATCH the cost and even take off an EXTRA 10%!

That’s a promise!

For more information, please see our Terms & Conditions or contact us directly via the contact us form.

How do I use a promo code?

If you have a discount code, you can enter it in the Discount Code box in your shopping cart. The code will then deduct the specified amount from the total cost of your products. You will see the deduction in the checkout where there is a breakdown of the costs.

Please note: Only one promotional code can be used per order. The code will not deduct anything from the delivery cost.

If your discount code is not working the most likely explanation is that it has expired. If you are having problems with a code you believe to still be running please contact us via live chat, or visit our contact us page.

How do I change my account details?

If you would like to change your account details, you can do this by contacting our Customer Service team.

What payment methods do you accept?

We accept the following payment methods:

  • Visa
  • Mastercard
  • PayPal
  • Visa Electron
  • Maestro

We do not accept any cash or cheque payments.

When will my payment method be charged?

You will be charged for your order as soon as you have clicked the Place Order button and your bank have accepted the transaction. However, you may not see it on your bank transaction report for a couple of days.

Is your site secure?

Yes, our site is safe and secure to use and enter your payment details. We ensure that all data passed between customers and us is fully protected by using the latest security standards, including 256bit encryption and a 2048bit root. We do this through a security certificate granted by COMODO - the largest trust provider in the world.

Using SSL technology keeps your shopping experience confidential and secure. We also do not store payment card information, your details are securely processed by WorldPay - the UK's largest merchant service provider!

Is there an alternative to ordering online?

Yes, although our website is completely secure we understand that not everyone is happy with purchasing online. Therefore we also have the option of placing your order over the phone. Our Sales team would be more than happy to take your order. You can get hold of our sales team by visiting our contact us page.

Do you offer interest-free credit?

Yes, we offer interest free credit.

Why has my payment been refused?

Your payment could have been refused for a number of reasons. If you contact our Sales team, they will be able to have a look into this for you.

My receipt is missing. What can I do?

If you haven’t received a receipt for your order, please check in your junk and spam in your email account to ensure it hasn’t gone into the wrong folder. If it is not there, please contact our Customer Services team who will be able to resend it to your email address.

When will my flooring be delivered?

When placing your order you can specify the working day (from three working days after your order is placed) you would like your order to be delivered on. Your order will then be delivered on your specified day between 7am and 6pm.

If your order is to be delivered by one of our vans you will receive a text message the day before with an estimated delivery time for your order. Please allow for half an hour either side of this delivery time to allow for traffic.

If one of our external couriers are delivering your order we are unable to specify a time of delivery. You can however contact our Customer Service team on the day of delivery who will put you in contact with your local depot who may be able to help you further.

Where is my order?

If you are looking for the date your order will be delivered you can find it specified on your email receipt. If you didn’t specify a date of delivery your please contact our Customer Service team.

If you would like to check what status your order is at you can view this by clicking on the ORDER PROGRESS link found in your email receipt. This will tell you your orders progress.

If your order is to be delivered by one of our vans you will receive a text message the day before with an estimated delivery time for your carpet. Please allow for half an hour either side of this delivery time to allow for traffic.

If one of our external couriers are delivering your order we are unable to specify a time of delivery. You can however contact our Customer Service team on the day of delivery who will put you in contact with your local depot who may be able to help you further.

If your order was not delivered when specified please contact our Customer Service team.

Do you deliver internationally?

We do not currently ship our products internationally.

What are your delivery rates?

Standard Delivery

Our standard delivery is £29.95

With this service you can select a weekday delivery date of your preference (excluding weekends and bank holidays), from a minimum of three working days from when you place your order. This delivery service is available for all UK mainland and Northern Ireland addresses and chosen delivery dates are upheld where possible. In the circumstance where this can't be adhered to, a member of our Customer Service team will contact you to arrange a convenient time for you.


Deliveries made to Highlands postcodes require an additional surcharge dependent on items ordered. You will be notified if your postcode qualifies for this surcharge on entering your address during your order.

Please note when choosing your delivery date that Highlands deliveries can take 3-5 working days. In cases of offshore islands like Stornoway, Orkney and Shetlands, we may not be able to deliver at all.

Can I collect my order?

No. Sadly we do not have a public-facing front where you can collect your items.

How do I change my chosen delivery date?

If you would like to change your delivery date, please contact our Customer Service team and they will do the best they can to amend your order.

How do I change my delivery address?

If you would like to change your delivery address, you can do this by contacting our Customer Service team.

What happens if nobody is home when my flooring is being delivered?

If no-one is going to be home please contact our Customer Service team and they will be able to re-arrange your delivery for you.

We don’t advise leaving your order outside your home but please get in touch to advise us that this is what you would like our drivers to do as we will only do this if we have been instructed to. Please leave a signed note in clear view instructing the drivers where to leave your order.

How do I return my order?

If the customer wishes to return a product within their 14 days statutory rights period, or within our 30 day returns window, a full refund minus collection charges and picking fees will be issued if the following conditions are met:

  • Goods are sealed in their original packing.
  • Goods must not have been used, tampered with or fitted in any way.
  • Goods must be returned in full, including all parts and any free products or documentation.
  • Free Gifts & Related Free / Discount Promotions are excluded from the refundable value.

Returns Policy - Collection Charges

We offer a 30 day returns policy. We will collect with our couriers and provide you with a refund as long as the un-fitted flooring can still be collected and safely transported back in the original packaging. A charge for collection will be deducted from your refund, this charge is dependent upon your location, whether you ordered online or in-store, and the weight of the product(s). Please be aware that return collection charges are usually more expensive than original outbound delivery charges. If we have delivered the wrong order to you, or if the products arrive faulty, you will not be charged for the collection. If a product is returned as damaged/faulty by the customer, and upon inspection is found to be undamaged/without fault; we reserve the right to deduct collection charges from your refund.

Have you got my order back?

Once we have collected your returned items they should arrive back with us within 5 working days. We will then process your refund after we have inspected your returned items. If you want to check that we have received your returned order please contact our Customer Service team.

How long do I have to return an item?

You have 30 days from the day you received your order to return your items.

How long does it take to receive a refund?

After your refund has been processed your refund will take up to 3-5 working days.

What do I do if I have a problem with my flooring/other items?

If you have a problem with your order please contact our Customer Service team who will take note of your issue and do the best they can to help you.

What are cookies?

When you visit most website you will be asked whether you want to accept “Cookies” but a lot of people are unsure of what they are. Cookies are small files, which are stored on your computer. They are created to hold a small amount of data specific to a particular website and can be accessed either by the web server or your computer. This allows the server to deliver a page tailored to you or can carry information from one visit to the website (or related site) to the next.

I am receiving an error message, what should I do?

If you are receiving an error message firstly please refresh your browser or use another. If you still experience the same problem please contact our Customer Service team.

We will then do the best we can to sort out your issue.

Why should I update my browser?

Keeping your web browser up to date helps to eliminate security risks as the newest browsers contain the most up to date and best security patches and also allows the most optimal browsing experience.

Why does the website look different on my tablet and phone to my computer?

Our mobile site was built responsive. This enables it to sense what form of device you are using and adapt to its screen size to ensure you have the best shopping experience possible. All the products and facilities that are available on our desktop site are also available on our mobile site.

How do I use LiveChat?

Our website has a live chat facility which allows you to talk directly to our Sales and Customer Service teams in real time. This function is available during working hours.

To use live chat all you need to do is click on the live chat button in the bottom right of your screen when you are viewing the site. This will allow you to enter and send your question or comment directly to our teams. You will be responded to as soon as a member of the team is available.

What happens if I forget my password?

If you have forgotten your password just click on the following URL, submit your email address and you should receive an email specifying your next steps.

If you are unable to reset your password using this method, please contact our Customer Services team.

If you don’t receive your email please check your spam and junk folders. If you still can’t find the email, please contact Customer Services using the details listed above.

How do I follow you on Facebook, Twitter, Instagram and Pinterest?

Simply click on the icon below to visit our social pages!

How do I rate/review a product/services?

To submit a review on our product or service you can use the following options. These options will allow you to rate the product/service and also provide us with any comments you have.

1. You will be emailed by an independent review site a few days after your order has been dispatched asking you if you would like to review the product you received and the service we provided.

2. At the bottom of every product page you can click on the Write a Review option to submit any comments you may have.

Where can I watch videos of your products?

Most of our wood products have videos on their individual product page however you can see the whole range of our videos on our Direct Wood Flooring YouTube page:

Direct Wood Flooring YouTube

What is the difference between brushed & oiled and lacquered finishes?

Boards that have a brushed & oiled finish are more textured than lacquered boards, accentuating the grain of the wood, whereas lacquered boards have a smoother surface where you feel less of the grain of the timber. Our brushed & oiled boards use the highly regarded Klumpp oil that is brushed into the grain, whereas our lacquer boards are coated with the strong Treffert lacquer.

What is Engineered Wood Flooring?

Engineered Wood flooring:

  • Has a plywood base – this is heat pressed and dried for two days.
  • Has a Solid wood top layer. This layer varies in thickness from 2mm-6mm.
  • The top layer can be sanded up to 5 times depending on the top layer of thickness. You can sand the floor once for every 1mm of thickness so long as 1mm of the thickness remains.
  • Has a much higher level of stability than solid wood.
  • Can be used with underfloor heating
  • Can be fitted as a floating floor meaning it can be removed and reinstalled easily.
  • The click system is a clicklock not a standard click making it far better and no need for glue.

What is Solid Wood Flooring?

Solid Wood flooring:

  • Provides a permanently fixed, quality floor, which will last a lifetime.
  • Can be sanded and refinished up to 7 times on a 22mm board.
  • Will come with grooves in the back of the board to prevent the wood from cupping.
  • Once treated, has a drying time of 20-22 days. This means that the moisture content is reduced to 8-11% for the UK climate.

What is a hardwood layer?

A hardwood layer is an oak or timber product on top of plywood, such as used in engineered wood flooring. This comes in various different thicknesses, ranging from 2.5mm to 8mm - the thicker products are, the higher the quality.

What is WBP plywood?

WBP is an abbreviation of Water Boil Proof. This technology ensures that the plywood and the glue used to bind the layers together are resistant to moisture. All our boards are WBP as standard - ensuring a top end plywood no matter what your requirements.

Can I use underfloor heating with my flooring?

Our Engineered Wood floors are great for use with under floor heating (depending on the specification of the underfloor heating system). We would never recommend solid wood flooring for use with underfloor heating.

Who can fit my flooring?

Engineered and solid wood floors can be fitted by yourself or joiners, rather than carpet fitters. The yellow pages is a good way of finding a local joiner!

Why are wider boards more expensive?

Wider boards of flooring are much rarer and are cut from the middle of the tree making them a lot cleaner and a better grade of wood.

Why is your wood flooring so low in price?

Due to purchasing in bulk and our extensive knowledge of hardwood flooring we can supply a superior product whilst maintaining the lowest prices on the market.

Do you source your wood sustainably?

All of our wood comes from carefully selected sustainable sources, having minimal effect on the environment. For each of our woods we hold certificates of origin and can provide a Chain of Custody.

What type of preparation does my floor need?

Depending on whether you are laying your solid wood flooring / engineered wood flooring on a subfloor, floating floor or concrete floor, your joiner will know best for what preparation work needs to be done. However, you will require underlay unless the floor is concrete – this will require a Damp Proof Membrane (DPM) instead.

Do I need any underlay or glue to fit my flooring?

When laying your solid wood or engineered wood flooring you will require either glue, screws or pins, depending on the type of floor you are laying your new flooring upon. Engineered and solid wood floors are natural products and will move over time, so it is essential that it is fitted correctly.

Are solid or engineered wood floorings scratch resistant?

Neither solid nor engineered wood floors are scratch resistant, however you can sand down both products to remove scratches. Depending on the wear layer, 90% of floors can be sanded down up to eight times with an average of 9 or 10 years life from each sanding. If you are looking for scratch resistant flooring, the laminates listed on our website are scratch resistant!

What is handscraped wood flooring?

Handscraped is a special finish which gives a slight bumpy effect to the floor. This is done by running a curved tool down the plank by hand - making every board unique.

How do I care for my solid/engineered wood floor?

As your floor is used you need to clean and care for it to ensure its maximum lifespan - we offer specially designed kits for cleaning brushed & oiled and lacquered floors. It is important to avoid mopping these natural floors, as water and moisture will make the floor move - therefore we advise using the products on offer in our "protection" area of our accessories.

How do I clean my floor?

All wood floors need to be cleaned with a dry mop and special cleaner.

Do you offer a fitting service?

Fitting is now available, please get in touch with your local store. For more information, click here.

How do I ask a question about a product?

There a three ways for you to ask a question about a product:

  • 1. Contact our sales team via our contact page.
  • 2. Talk to our sales team through the live chat on our website
  • 3. At the bottom of each product page there is a question and answer section. Submit your question here and you will receive an email with a response.

Can you arrange fitting for me?

Fitting is now available, please get in touch with your local store. For more information, click here.

I’ve sent you an email, how quickly should I receive a response?

Once you have submitted your email you should receive a response within 24 hours.

What time are your offices open?

Our knowledgeable teams are available on the phone every day of the week!

If you require any specialist advice in regard to any of our flooring products, have any query to do with an order or have any other query, do not hesitate to contact us.

I’m a trader, do you offer trade discount?

We run a trade programme which you can opt to join. The programme enables you to build points and earn extra discounts the more you purchase.

For more information or to join our trade programme please contact our Sales team.

Why does my wood look different to my sample?

There could be a few reasons as to why your sample may look different to your product.

1: Some of the woods intentionally have slightly different shades on each board to provide a more rustic and authentic look.

2: Due to wood being a natural product, there will natural grain and shade variations between each piece.