FAQs

Where can I find information about Brooklyn Trading’s Factory Outlet Store?
Click here for more information about our factory outlet store or contact them directly on 0161 790 0892

 

When can I contact customer service?

Our Customer Service Team is available between 9:00am - 5:00pm (Monday -Thursday) 9:00am - 4:30pm (Friday)
Call us on 0161 702 6423 or email us at sales@brooklyntrading.co.uk

 

How do I qualify for next day delivery?
Simply place an order before 12:00pm and select "UK Premium Next Day Delivery" during the checkout process and you will receive your order the next day. Our couriers currently do not operate over the weekend so orders placed on Friday will be delivered on Monday and orders placed on a Saturday & Sunday will be delivered on Tuesday. 

 

Can I collect my parcel rather than having it delivered?
At the moment, the option to collect an order is only available on orders over £200 Please contact us by phone to arrange the order and collection.

 

Do you offer Trade Accounts?
Yes, you can apply for a trade account by clicking the link below and filling in the form. You will be contacted within 7 days to confirm your application.
Click Here to Register for a Trade Account

 

Can I order samples before I purchase?

Yes, you can order up to 5 samples of wallpaper and laminate flooring.
To order a sample, simply find the wallpaper or laminate flooring you like, click on the Order Sample button and it will add the sample to your basket automatically,
If there is no Order Sample button shown on the listing, we currently do not have this sample available.
Although we do our very best to make sure that the colours shown on our website are accurate, actual colours may vary because of settings on monitors and screens. To help ensure that you purchase the correct product, we would always recommend ordering a free sample first. 

 

Do I have to register to place an order?
No, you can place an order either by registering or shopping as a guest. 
Please note, if you shop as a guest, you cannot access your order history etc.

 

When will I receive confirmation of my order?
You will receive an email confirmation of your order as soon as it has been placed. You will then receive a dispatch confirmation once the order has been shipped.

 

Can I change my delivery address?

If you have entered an incorrect delivery address, please contact us as soon as possible with the correct details and we will try our best to accommodate you if the order hasn’t been processed. If the order has already been shipped, there may be a slight chance that the address can still be amended but may be subject to an additional fee.

 

Can you deliver to  a work address?

Yes, we can deliver to a residential address or places of work. If you would like delivery to your place of work you will need to ensure that someone will be there to take receipt of the goods as the courier may deliver to the place, not the person. We will not be liable if the parcel is lost once signed for at the workplace.

 

What happens if I am out when the delivery courier comes?

Most orders will require a signature on delivery. If no one is available to sign for the delivery, the courier may leave the goods in safe place, deliver to a neighbour or post a card through your door. Please see delivery attempts details for further information. 

 

Do the all the prices include VAT?

Yes, all our prices include VAT at the standard rate.

 

What happens if you can't fulfil my order?

There may be times when we are unable to fulfil an order due to reasons beyond of our control. We provide full transparency with this and we will contact you within 24 working hours with an explanation and to advise of the options available to you. 

 

If I have a question about a product, who can I contact?
Email us at sales@brooklyntrading.co.uk advising which product you like to enquire about and your query. We will respond to your query as soon as possible.

 

Can orders be returned for an exchange or refund?

Goods that are not suitable can be returned for a refund, as we are unable to offer an exchange. Please see the Returns & Refunds page for more information. 

Wellingtons, Dog Coats & Dog Beds

If you have ordered an incorrect size or it simply does not fit, we will offer you an exchange for another size. Please contact us with your request and we will confirm the process.

 

What if I receive Faulty or Damaged Goods?

If your goods arrive faulty or damaged, you are required to notify us within 72 hours.

Refund or replacements can only be actioned if we receive the products back within 30 days of the purchase date.

On occasion, slight damage to the outer packaging of the goods can occur during the shipment process however, this would not be regarded as product damage.

We cannot refund items that have been damaged after arrival due to misuse, wear & tear or accidents.

If your goods are faulty upon arrival, please contact us within 72 hours and we may offer a repair, exchange or refund as appropriate, according to your consumer rights. 

If an item becomes faulty within 30 days of purchase, please contact us immediately with the details of your purchase and if necessary we will make arrangements for the item to be returned to us. Where possible, we will issue a replacement, a suitable alternative or full refund.

Some manufacturers provide a warranty for certain items. If your item is covered by a manufactures warranty, details will be supplied in the documentation that supplied with the goods.

 

How do I know how much flooring I need?

Our packs of laminate, vinyl and carpet tiles are all measured by the pack at the square meter coverage, so your measurements of the area would need to be in meters.

The first step in calculating how much flooring you need for a room is to work out the size of the surface area that needs covering. Multiply the length by the width of the room to get your square coverage, add 5% to the square coverage to accommodate cuts and waste.  This will give you your square meter total, this will then need to be divided by the coverage of the pack, confirming how many packs are required.

If you are still unsure as to how many packs you need we do provide a flooring calculator on the product pages, that will calculate the optimum amount of packs required.

 

What payment methods do you accept?

We accept the following payment methods, Visa Debit, Visa Credit,  Visa Electron, Mastercard, Maestro and Pay Pal.

 

What is kerbside drop?

As much as we would like to help you un-package and install whatever is on your pallet, unfortunately, we are restricted to dropping your consignment in a safe place at ground level.

 

What are the standard hours of delivery for the UK?

We offer next day and economy delivery in most locations between the hours of 8am – 9pm, Monday to Friday.

 

Can I book an AM service anywhere in the UK?

Our network has the best coverage in the UK – we aim to offer am timed deliveries where possible. In the event that you are unable to select the service you require, then please contact our expert customer service team who will work with you to find a solution.