Delivery Overview

We offer free next-day delivery* as standard on orders placed before our daily cut-off at midday, to addresses across mainland United Kingdom. The estimated delivery date for your order will be shown at checkout before you place it, so you’ll always know when to expect your flooring.

Deliveries take place Monday to Friday, Saturday deliveries can be arranged at a premium. We do not currently offer a collection service, all returns must be organised via the original purchaser.

*Delivery to certain areas, including but not limited to the Scottish Highlands, Islands, Northern Ireland and other remote postcodes, may take a little longer than standard and may carry an additional charge, which will be shown clearly at checkout. We’ll always keep you informed of any anticipated delays. Underlay is delivered free if ordered with a cut of carpet, if underlay is ordered on its own, there is a one off £9.99 delivery charge.

Order Cut-Off & Timescales

Orders placed before our daily cut-off will be dispatched the same working day for next-day delivery. Orders placed after the cut-off, at weekends, or on bank holidays will be processed on the next working day.

Delivery to certain areas, including but not limited to the Scottish Highlands, Islands, Northern Ireland and other remote postcodes, may take a little longer than standard. Whilst we offer free next day delivery in most circumstances, for larger orders we may upgrade your delivery to a more specialist courier, which will extend lead times, in the event of this we will always contact you first.

Please note that delivery timescales are estimates only. While we make every effort to deliver within the estimated timeframe, unforeseen delays can occasionally occur and items within the same order may arrive separately.

Tracking Your Order

We’ll keep you in the loop every step of the way. Once your order is placed, you’ll receive an email confirmation, followed by a dispatch notification with your tracking details (if available). In most cases you’ll also be given a 3-hour delivery timeslot on the day so you know exactly when to expect your driver. Some carriers do not provide live tracking and will only provide a nominated day.

If you need to contact us about your delivery at any point, our team is on hand Monday to Friday 8am–5pm.

Receiving Your Delivery

Carpet and larger flooring orders are delivered on pallets or loose on delivery vehicles via our trusted courier network, and all goods must be signed for by an adult aged 18 or over. Risk of loss or damage passes to you on the date of delivery, or the date the first delivery attempt is made.

In most cases delivery is to your external front door. Due to accessibility constraints, the driver may only be able to deliver to the nearest ground floor access point, which in some cases may be the kerbside. If you live in a flat or apartment, drivers are unable to carry goods up flights of stairs.

For larger or heavier items the driver may need assistance at the point of delivery. It’s the customer’s responsibility to ensure sufficient help is available. Orders containing items weighing over 50kg may also carry a slightly longer timescale, which we’ll confirm at the point of dispatch.

Arranging Your Fitting

We strongly recommend you do not book a fitter or installer until you have received and thoroughly checked your order. In the unlikely event of a hiccup you won’t be left inconvenienced. Unfortunately we cannot be held liable for fitting costs, installation charges or lost wages arising from delivery issues or product faults.

Checking Your Order on Arrival

When your order arrives, please remove all packaging and check the item(s) carefully before booking a fitter, to make sure the quality, size, pattern and colour are correct and the goods are free from damage or defects. If there is any damage to the goods, this must be stated before the courier leaves and signed for as “damaged”, deliveries that have not been signed for as damaged are not eligible for damage claims if the delivery paperwork is not signed for as “damaged” . Once goods have been cut or fitted, they cannot be returned or exchanged.

Please also note that packaging and the product itself may contain staples or sharp objects, so take care when unpacking and ask your fitter to do the same. Sotto cannot be held liable for injuries sustained where products have been installed without being thoroughly checked first.

Returns for Cut length goods

You have the right to cancel and return eligible carpet orders within 30 days of delivery under the Consumer Contracts Regulations 2013. Items must be returned in the same condition and packaging in which they were received, and the cost of return is the customer’s responsibility.

Bespoke and cut-to-size carpet is made or cut to your specific requirements and is therefore non-returnable and non-refundable unless faulty. In the unlikely event of a fault, please contact us with photographic evidence before the product is cut or fitted so we can arrange a replacement or refund.

Cut length goods wood apply to: Carpet, Sheet Vinyl, Entrance Matting and Artificial Grass, any order that has been cut specifically for your size requirements. 

Returns for LVT (Luxury Vinyl Tile)

LVT returns work a little differently to carpet, and it’s really important customers are aware of this before placing an order:

• Full orders only. We are unable to accept partial returns on LVT.
• It is the customer’s responsibility to arrange and pay for the return, and the product must arrive back with us in original, fully sellable condition.
• Returns must be sent back to us at the customers expense, we cannot organise the collection of goods. If the product came on a pallet, it must be re-palletised and strapped correctly in its original packaging. Loose, unpackaged or unsecured pallets cannot be accepted.
• If the pallet has been disposed of, packaging removed, or the goods are not strapped and protected properly for transit, we will be unable to process the return as the product will no longer be in resellable condition.
• We strongly advise taking photos 

We know LVT returns can feel like a lot of steps, but these requirements are in place to make sure the product arrives back with us in the same condition it left. Please get in touch before sending anything back so we can talk you through exactly what’s needed and save you any avoidable hassle.

Returns for all other items (Underlay and product accessories)

All other items must be returned in their original un-opened packaging, many of the products we supply such as underlay, gripper and adhesive have a moisture tolerant packing, if this is damaged, missing or not in tact, it can affect the product and for hygiene reasons it cannot be re-sold to another consumer for use in their property.

Damaged or Faulty Goods

If your order arrives damaged or faulty, please contact us as soon as possible and before cutting or fitting the item. We may arrange a collection of the faulty product and organise a replacement for confirmed faulty goods. We are unable to accept responsibility for faults discovered after goods have been cut, fitted or altered. We are unable to accept a claim for damaged goods if the delivery has not been signed for as damaged, it is very important that you check your goods before signing for the delivery. If you have requested your goods to be left in a safe place, there will be no way for you to inspect the goods before the driver leaves and any damage in transport claims will not be able to be upheld, we strongly recommend that you are at home to witness all deliveries for this reason.

We are also unable to guarantee an exact colour match across different rolls or batches. If an exact colour match is required, particularly when ordering at different times or in different widths, please contact us before placing your order and we’ll do everything we can to help.

Free Samples

We offer up to five (5) free samples per order to help you check colour, texture and quality in your own home before committing to a full order. Samples are for personal use only and must not be used commercially. You don’t need to return samples, but you’re welcome to send them back at your own cost if you’d prefer.

How to Start a Return or Report an Issue

To start a return, report a fault or ask any questions about delivery, please get in touch. Our team are always happy to help:

Email: [email protected]
Phone: 0151 332 1354
Opening hours: Monday to Friday, 8am–5pm