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Carpet FAQs


Buying carpet is a big commitment and comes with a lot of questions and queries, here we have put together some questions that will hopefully assist you in your carpet buying experience.

If you still have questions or feel one of our sales advisors would be able to answer in more detail, do not hesitate to give us a call.


We can arrange uplift and disposal of existing flooring. There is a charge associated to cover our labour and landfill charge.

Yes. We offer a free, no obligation, estimating service. Give us a call to book a day or fill in our 'Free Home Consultation' form and we'll call you back to arrange a convenient date.

If you have reported an issue to us and we do not believe your product is faulty, you may arrange for an inspection by an independent carpet expert. 
We are confident that an independent inspection will show that we are not being unreasonable but, in the unlikely event that an inspector identifies a problem which we may have overlooked, we will be happy to consider their findings.

Footprints or compression marks often show where the pile has been disturbed. The reason why your carpet shows these marks is due to the extra-long luxurious pile and because the pile will appear to be a much lighter colour than when it is viewed ‘end on’. The pile disturbance will give corresponding light and dark patches depending on the angle of the pile in relation to where you are standing. This is an inherent feature of this type of carpet and is not a defect or fault.

We offer a fully guaranteed fitting service for all flooring products using our teams of sub contract installers.
Rather than having to deal with and pay the fitter direct, you pay us for the fitting and we pay the fitters. If you have any installation issues you contact us to have them resolved rather than having to chase the fitter.

If you need some help or guidance regarding a new carpet, you are in safe hands. Speak to a member of our friendly team in store, or use our online Buying Guide to get you started.

Kitchens and bathrooms are tough environments for flooring due to their high humidity levels and moisture, so any flooring needs to be durable and not slippery when wet.

We would suggest you take a look at our range of vinyl flooring, as these are resistant to water damage and long-lasting. They also come in a wide variety of patterns and colours that look perfect in kitchens or bathrooms.

We have an extensive range of carpet pile - please see our Buyer's Guide for more details.

Wood also makes an excellent choice in these areas, and laminate is a good cheaper alternative - but choose one that works well in potentially damp conditions.

We would recommend you follow our handy guide on how to measure carpet and use our online Size Calculator to give you an idea of how much carpet you’ll need. Alternatively, contact us today and a member of our team will be more than happy to come and measure your rooms for free!

Customers are welcome to take samples of carpets home without any charge – but all we ask is that you bring them back!

Your carpet may undergo ‘molting’ at some time in its life due to the way in which the fibres are constructed during manufacture. Short lengths of fibre are spun together to form the yarn that makes up the bulk of your carpet, and these fibres can become loose over time after regular vacuuming or cleaning. We would recommend the use of an upright vacuum to avoid excessive molting, but we must stress it is not possible to ‘over-vacuum’ your carpet.

Your carpet will naturally flatten in the areas which are used more frequently, and this is perfectly normal. Carpets will generally flatten in the areas that are heavily used, showing you the areas that may be susceptible to more wear. Flattening should not be considered a form of wear, and it is not a issue.

During the manufacture and production of your carpet, the fabric was cut and rolled around a large cardboard tube. This tube was then wrapped at our central warehouse via an automated system alongside hundreds of other orders. During this process, there can be instances where the weight of the carpet can cause a temporary crease across the fabric during transit. Your carpet should ultimately remain unaffected, as regular use and vacuuming will see any creases even out and disappear.

Marks may appear where the pile has been compressed by walking or another form of disturbance. This is inevitable and will happen randomly across the carpet as you walk on it, but this should be considered a fault. This characteristic is an inherent feature of this type of carpet.

We aim to ensure all our stores remain stocked with our entire range, either in our central warehouse or at the manufacturer. Unfortunately, from time to time there may be occasions where a specific product is unavailable due to high demand or supply issues. We will always do our utmost to ensure your replacement carpet or vinyl is delivered to you as quickly as possible.

We order all our carpets individually, meaning every carpet is unique and selected from a different production batch to the one your sample was taken from. Slight variations are therefore unavoidable, but we do complete regular checks to ensure our samples match our carpets as much as possible. If you are unhappy with your carpet in any way, please contact a member of our team.

With the purchase of any new carpet, we would strongly advise you to consider purchasing new underlay as it will extend the life of your carpet going forwards. The reuse of existing underlay is possible, but it can cause the carpet to flatten too quickly in areas of heavy use leaving you open to issues with wear.

We strive to ensure our fitters keep to their scheduled work and arrive at your home on time, but unfortunately there may be occasions where fitting jobs take longer than expected, delaying further jobs down the line. In the unlikely event that a fitter will not be able to make an agreed appointment, we will contact you at the earliest opportunity and arrange an alternative time at your convenience.

If you believe one of our fitters has damaged your property, you may arrange for an inspection by an independent carpet expert. We are confident that an independent inspection will show that we are not being unreasonable but, in the unlikely event that an inspector identifies a problem which we may have overlooked, we will be happy to consider their findings.

If you have reported an issue to us and we do not believe your product is faulty, you may arrange for an inspection by an independent carpet expert. We are confident that an independent inspection will show that we are not being unreasonable but, in the unlikely event that an inspector identifies a problem which we may have overlooked, we will be happy to consider their findings.

Unfortunately, there may be rare occasions where a product is no longer available as it has been discontinued by the manufacturer or us. This means that you may be asked to reselect an alternative product of your choice from the remaining available ranges. We apologise if this is the case, but would like to offer you the option to swap your product selection free of charge, or alternatively we would be happy to provide you with a full refund.

The promotions that are available online and across our stores are constantly being changed to ensure we offer great value to our customers. Unfortunately we are unable to amend any orders to apply any discounts that may now be available after your flooring has been chosen and your order has been placed. We would like to make it known that our stores are not informed of any upcoming promotions until very shortly before they come into effect.

Unfortunately all our carpet and vinyl orders are produced to your individual requirements, meaning that even if your order has not been dispatched, we need to recover our cutting costs. There may also be occasions when a cancellation is not possible. If you are looking to cancel an order, please contact a member of our team.

Our products have different delivery times depending on the supplier. When you place an order, our staff will be able to give you an indication of the delivery timescale.

We've created a handy guide to help you measure your stairs for carpet yourself, or you can contact one of our professionals to do it for you!

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Interested in a new bed or updated flooring for your home? Browse our full range or pop in store today! For more information, contact our team today - we'll be more than happy to offer the advice you need.

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