FAQs

What is the cut-off time for next day delivery?Orders must be placed before 4pm for next day delivery, subject to availability.

Can I check stock on the Trade Portal?Yes. Stock availability is displayed on each product page within the Trade Portal.

Can I amend or cancel an order online?Orders cannot currently be amended or cancelled through the portal. If you need to make changes, please contact the sales office on 01604 906060 as soon as possible.

What is the minimum order value for delivery?The minimum order value for delivery is £100 excluding VAT.

I cannot log in to my account. What should I do?Click the Forgot Password link on the login page to reset your password. If you are still having trouble, please email info@dmstrade.uk.

Do I need a trade account to order online?Yes. The DMS Trade Portal is only available to approved trade customers. If you do not yet have a trade account, please complete the trade account application form.

Can I see my account information online?Yes. Once logged in you can view your previous orders, invoices and account information through your account dashboard.

How do I place an order?Simply log in to the Trade Portal, add products to your basket and proceed through checkout.

Can I order for delivery or collection?Yes. During checkout you can select either delivery or collection.

Can I order for delivery to a different address?Yes. You can enter an alternative delivery address during checkout if the goods need to be delivered directly to site.

Can I save multiple delivery addresses?Yes. You can manage and store delivery addresses within your account dashboard.

I placed an order but did not receive an order confirmation emailOrder confirmation emails may take a few minutes to arrive and may occasionally go into your junk folder. You can also check your order history within your account dashboard. If you still cannot locate your confirmation email, please contact the sales office on 01604 906060.

My order is missing an itemIf an item is missing from your order, please contact the sales office on 01604 906060 as soon as possible so we can investigate and resolve the issue.

Can I repeat a previous order?Yes. You can view your previous orders within your account dashboard and reorder products if required.

Can I amend my order after placing it?Orders cannot be amended through the portal. Please contact the sales office on 01604 906060 as soon as possible if you need to make a change.

Can I place large or bulk orders through the Trade Portal?Yes. Large orders can be placed online. If you require assistance or pricing confirmation for larger quantities, please contact the sales office on 01604 906060.

Can I check stock availability online?Yes. Stock availability is shown on each product page within the Trade Portal.

What if the product I need is not listed on the portal?If the product you require is not listed online, please contact the sales office on 01604 906060 who may still be able to source it for you.

Can you hold stock for me until I collect it?Stock cannot currently be reserved through the Trade Portal. If you require stock to be held, please contact the sales office on 01604 906060.

Are products always in stock at all branches?Stock availability shown on the Trade Portal reflects current availability but may vary between branches. If you require confirmation of stock at a specific location, please contact the sales office on 01604 906060.

What are product prices shown as?Most flooring products are priced per square metre (m2).

Can I order flooring cut lengths online?Yes. Cut lengths can be ordered through the Trade Portal where available. If you require assistance placing a cut length order, please contact the sales office on 01604 906060.

Do product images exactly match the product delivered?Product images are provided for illustration purposes only. Actual product appearance may vary slightly depending on manufacturer batches.

Are product specifications accurate?We always aim to provide accurate product information, however specifications may change from manufacturers without notice.

What is the cut-off time for next day delivery?Orders must be placed before 4pm for next day delivery, subject to availability.

Is there a minimum order value for delivery?Yes. The minimum order value for delivery is £100 excluding VAT.

Where do you deliver?We deliver across our local delivery area using our own fleet. Certain palletised or boxed goods may also be delivered nationwide. Please contact the sales office on 01604 906060 to place an order outside of our delivery area.

Do you deliver rolled flooring nationwide?Rolled flooring is generally delivered within our local delivery area only.

Can I choose my delivery date?Yes. Where available, you will be able to select a delivery date during checkout.

Can I track my delivery?You will receive a text message with an estimated delivery time on the day of delivery. Live tracking is not currently available.

How will I know when my delivery is arriving?On the day of delivery you will receive a text message with your estimated delivery time from our transport team.

What happens if my delivery is delayed?While we always aim to deliver on the selected delivery date, delivery times are approximate and may occasionally be affected by traffic or operational factors.

Can deliveries be made at a specific time?Unfortunately we cannot guarantee specific delivery time slots. Where possible we will provide an estimated delivery time via text message on the day of delivery.

What happens if I miss my delivery?If a delivery is missed we will either leave the goods in a safe place if previously agreed or rearrange the delivery with you.

Do I need to inspect goods when delivered?Yes. Goods should be inspected at the time of delivery or collection to ensure they are correct and in satisfactory condition. Any damage or shortages should be reported as soon as possible.

Can I collect from branch?Yes. Orders can be collected from our branches. Orders will be available on your chosen collection date.

What do I need when collecting an order?Please bring your order number or order confirmation when collecting your order.

Can someone collect my order on my behalf?Yes. Please ensure the person collecting has the order number and collection details.

Can I return products purchased online?Unopened boxed goods in their original packaging and in resalable condition may be returned within 14 days of purchase. Please refer to the Returns Policy for full details.

Is there a restocking charge for returns?Yes. Returns that are not due to a fault may be subject to a 25 percent restocking charge.

Can cut products or special order items be returned?Cut-to-order products are generally non-returnable unless faulty or damaged.

What about adhesives or perishable products?Perishable products such as adhesives or screeds may only be returned on the same day of purchase and must be unopened.

Who pays for return carriage?Unless goods are faulty or supplied incorrectly, the customer is responsible for the cost of returning goods.

What happens after I return an item?Returned goods will be inspected before a credit or replacement is issued.

How do I update my account details?You can update your contact details and delivery addresses within your account dashboard.

How do I download my invoices?Invoices can be viewed and downloaded from your order history within your account dashboard.

I cannot see pricing or stock correctlyPlease email info@dmstrade.uk to report the issue.

The website is showing incorrect stock or pricingPlease email info@dmstrade.uk so we can investigate.

If your question is not answered here, please submit your query via our contact form and a member of the team will be happy to assist.