Returning an Item

Every item that is sold is carefully inspected before it is dispatched from the warehouse. However, if you are not satisfied with the goods you’ve received, you must inform us within 14 days of receipt of the goods. All products that are returned must be carefully repackaged in their original packing. The goods that are being returned must reach us within 30 days and in a saleable condition. London Floors Direct cannot be liable for damages to products damaged in transit back to us. We recommend sending items using services that provide proof of delivery and insurance. Returned goods will be subject to a 20% handling charge. Bespoke products cannot be returned or refunded. If we are notified after 14 days that you wish to return an item, delivery costs cannot be refunded.

We will exchange items that are faulty or items that have been supplied incorrectly if we are notified within 30 days. This is subject to our Terms and Conditions.

All returned items must have a Returns Reference Number that is provided upon request. Please call us on 0207 993 5437, stating the reason for your return, to get your Returns Reference Number.


Refunds for goods that are returned in a saleable condition will be made within 5 days of the goods being returned to London Floors Direct. The refunded amount will only be placed back onto the credit or debit card that was used to purchase the goods or by paypal. Refunds cannot be made to a different card or by any other means.

If the goods are returned in condition that is deemed not saleable, there will be no refund. If you wish to return items, you must cover the cost of shipping the goods back to London Floors Direct. London Floors Direct is not held responsible for any damages that may occur during the return process. To prevent damages from occurring, we recommend that all items are sent recorded delivery and items of high value are insured.

In regards to natural stone and wood, it’s important to remember that a variation in colour is an inherent characteristic of these types of tiles. Prior to fixing, please ensure that the colour, tones, and shades of the natural stone, wood and terracotta that you have received match your expectations. Also, we recommend drying and sealing a couple of the tiles to make sure that a finished product is viewed.

Once tiles have been fixed, no returns or refunds are available. Please refer to our Terms and Conditions for more information.