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Acceptance of Delivery:

Once an order has been delivered and accepted, you assume all responsibility for the carpet or flooring. Please take all necessary precautions in storing your pieces until you are ready for installation. Please feel free to contact us if you or the installer have any questions prior to cutting the carpet or flooring. Once it has been cut, we are unable to accept it back at the warehouse. Claims for visible defects or damage must be noted at time of receipt.

Delivery Timelines:

Most orders can be expected to deliver within 7 business days from the time the order is placed. You should place your order as soon as you are sure of the quantity you need. We will store your material in our warehouse as long as reasonably necessary. There is no charge for this service. You should be aware that orders cancelled after we have received the items from the manufacturer are subject to that manufacturer's restocking policy.


We use a variety of reputable shipping companies to deliver carpet and flooring to our customers. Each of these companies have their own policies regarding dates and times of delivery. We will provide you, the customer, with all the information regarding your order as soon as we place the order for shipping. Once the appropriate shipping company has picked up an order, a bill of lading number is issued. This will be given to you along with their phone number so that you can call and track your shipment if necessary. The freight companies we use are very reputable businesses and all care is taken in getting your order to you promptly. There are certain circumstances which are beyond the control of Flooring Direct (holidays, mechanical failure, etc.) Shipping companies require a contact phone number to verify that someone is there to accept the order. It is your responsibility to make arrangements for delivery, and if it is a residential delivery to have adequate manpower to offload the material.

Freight is calculated on a quantity and location basis.

Within the Auckland area, we charge a fixed delivery charge of $65. To better serve our customers, you will be notified with your shipping information such as freight consignment number, freight carrier telephone numbers, and other pertinent information. We use only freight carriers that have proven track records of on-time delivery.

If you are ordering large amounts of product or have special requirements Flooring Direct to give you an exact cost on freight, please email INSERT-EMAIL-HERE and specify your product and your quantity, and we will quote a cost to you within 1 business day.

When your shipment arrives, please inspect packaging (or instruct the person who will be receiving the shipment) for any damage. In the rare event you should see damage, no matter how slight it may seem, call customer service immediately on 0800 022 234 and we will determine the best course of action. Taking care of your interest is in our best interests.

Flooring products, especially carpet, tend to be very heavy and generally hard to handle. When delivered directly to your door it is necessary for you to organise the people power to assist in unloading your product at your delivery address.

Installation Errors:

With supply only we can only provide an estimate based on your measurements. Responsibility for shortages and consequential damages caused by shortages lies with the consumer.


Payment in full is required before any order is shipped. There are no exceptions to this policy. Once payment is received by Flooring Direct, an order will be made to the appropriate manufacturer and your order will be filled.


Flooring Direct is committed to your right to privacy. We want to make your experience with us as safe, satisfying and convenient as possible. Flooring Direct complies with New Zealand's Privacy Act and its 12 information privacy principles which deal with the collection, holding, use and disclosure of personal information.

Information we receive from you is used to process your order. This information will remain with us. We will not sell or trade or share this information with any other company or individual.

You have the option not to provide this information over our website. If you prefer, you can contact us by telephone to place an order.

Remedies For Defective Material:

For defects discovered prior to installation, we will require a digital image via email or an actual sample swatch clearly showing the defect. Once a determination the material is defective we will either 1) immediately issue a replacement once the material is on its way back to our warehouse by our designated carrier, or 2) issue you a complete refund including incurred freight charges once the material is received in our warehouse in the condition it was shipped in (wrapped and unaltered). Monetary considerations for consequential damages or inconvenience are not allowed. Defects found after installation follow various policies depending on the defect. In general you will probably be required to get an inspection by a Certified Inspector. This is only when the defect is a possible installer error. If the problem turns out to be a manufacturing defect, you will be refunded the cost of the inspection. Manufacturers usually will offer replacement material and reasonable labour charges or a monetary adjustment if you desire. Claims for shortages must be made within 30 days of delivery.


If an order is cancelled and a refund warranted, we will do this in a timely manner. Refunds are made after deducting any restocking fees or freight charges, if applicable. No refunds will be issued until the carpet or flooring is received back in our warehouse in the condition as it was when shipped. Refunds will be issued in the form we received the original payment. We require approximately four days from the time the carpet or flooring is back in the warehouse to process refunds.

Returns Policy:

Once an order has been placed it can be cancelled without any problem if the order has not loaded for shipment to our warehouse or to you. After that there will be a restocking fee assessed by the manufacturer. We will pass this on to you.

If the shipment has been delivered you must make the item or items available for pick up for the designated shipping company. You must also make the appropriate arrangements to load the material on the truck. There are charges involved in doing this. You will be charged a 15-25% restocking fee depending on the manufacturer, and applicable freight charges. The additional charges do not apply in the rare event you receive defective or damaged goods, or the wrong items, but you still must make the material available for return as we cannot reship the item until it is on its way back to our warehouse.

If you ask us to cut your material into your specified room sizes, the order is non-cancelable.

Stock Availability:

Upon request of a style and color of carpet or flooring, we will verify that the product is available at that time. If it is not, the manufacturer will provide a scheduled production date for the product. Experience tells us that in most cases, the production dates given are reliable. However, in rare instances the manufacturers have found it necessary to extend the scheduled production date. Flooring Direct will make you aware of any such changes and offer you the option of waiting for the new date or changing your selection.


While Flooring Direct uses reasonable efforts to include accurate and up to date information in the site, Flooring Direct makes no warranties or representations as to its accuracy. Flooring Direct assumes no liability or responsibility for any errors or omissions in the content of this Site.

The images aim to portray an actual likeness of the carpet in terms of colour, texture and pattern repeat - however, due to the individual settings of the users browser, we cannot guarantee the accuracy - particularly of the colour.

Prices are displayed in New Zealand Dollars (NZD)