Shipping policy
SHIPPING & DELIVERY
At XEN LTD, we understand that reliable delivery is essential to keeping your business running smoothly. Whether you're ordering individual flooring products, mixed flooring ranges, bulk quantities or full pallet consignments, our logistics solutions are designed to ensure your goods are handled safely and delivered efficiently.
WHY CHOOSE OUR DELIVERY SERVICE?
🚚 Nationwide UK Delivery
Reliable flooring delivery services covering businesses throughout Mainland United Kingdom, with dependable scheduling and professional logistics.
📦 Bulk & Pallet Deliveries
Flexible delivery solutions for individual orders, mixed flooring orders, part pallets and full pallet consignments, designed to meet the requirements of retailers, flooring installers, contractors and trade customers.
🌍 UK & EU Distribution
Professional cross-border logistics solutions with customs support, CMR documentation and regulatory compliance assistance for qualifying European deliveries.
📄 Tracked & Secure Shipments
Orders are professionally prepared and securely handled for transport, with proof of delivery and supporting documentation provided where applicable.
DELIVERY COVERAGE
We provide professional flooring delivery services throughout:
• Mainland United Kingdom
• Selected European destinations
• Commercial and trade addresses
• Distribution centres and warehouses
• Retail stores and flooring showrooms
• Commercial premises
• Construction and project sites where suitable access is available
For deliveries outside our standard service areas, please contact our team to discuss your requirements.
DELIVERY SERVICES
STANDARD FLOORING DELIVERY
Suitable for routine flooring orders.
• Scheduled business deliveries
• Secure handling of flooring products
• Order tracking where available
• Suitable for individual and mixed flooring orders
• Delivery to commercial and trade addresses
BULK & PALLET DELIVERIES
Designed for larger flooring requirements.
• Full pallet deliveries
• Part-pallet deliveries
• Mixed flooring consignments
• Trade volume shipments
• Bulk flooring orders
• Commercial unloading arrangements where required
Vehicle and delivery arrangements may vary depending on the size, weight and quantity of the order.
FLOORING DELIVERIES
Our delivery solutions support a wide range of flooring products, including:
• Laminate flooring
• LVT flooring
• Herringbone flooring
• Engineered wood flooring
• Solid wood flooring
• Flooring accessories and installation products
Products are prepared and transported using appropriate methods depending on product dimensions, weight and order volume.
UK DISTRIBUTION NETWORK
Our logistics network enables us to arrange flooring distribution across the United Kingdom with dependable scheduling and professional service.
Services may include:
• Nationwide coverage
• Scheduled trade deliveries
• Bulk and pallet distribution
• Commercial route planning
• Proof of delivery
• Warehouse-to-customer distribution
EU CROSS-BORDER DISTRIBUTION
For qualifying international shipments, XEN LTD can arrange cross-border logistics solutions to selected European destinations.
Services may include:
• Cross-border transport
• Customs support
• CMR documentation
• Regulatory compliance assistance
• Consolidated freight options
• Palletised flooring distribution
Availability will depend on the destination, order requirements and applicable regulations.
ORDER PROCESSING
Once your order has been confirmed:
1. Your order is reviewed and verified.
2. Product availability and quantities are confirmed.
3. Flooring products are picked and prepared for dispatch.
4. Products are securely packed or palletised as appropriate.
5. Delivery is scheduled according to the destination and order requirements.
6. Goods are dispatched using our delivery network or trusted logistics partners.
We will endeavour to notify customers of significant unexpected delays affecting their order.
DELIVERY TIMES
Delivery times vary depending on:
• Delivery location
• Product availability
• Order quantity
• Pallet requirements
• Product dimensions and weight
• Vehicle requirements
• International transport requirements
• Seasonal demand
Any delivery dates or times provided are estimates unless expressly agreed otherwise.
Estimated delivery arrangements will normally be provided when your order is confirmed or prepared for dispatch.
DELIVERY CHARGES
Delivery charges may be calculated based on:
• Delivery postcode
• Order value
• Order weight
• Flooring quantity
• Number of pallets
• Product dimensions
• Vehicle requirements
• Delivery access
• International destination, where applicable
Where a delivery charge cannot be calculated automatically, please contact us for a delivery quotation.
RECEIVING YOUR DELIVERY
To help ensure a smooth delivery, customers should ensure that:
• Someone is available to receive the goods.
• The delivery address and contact details supplied are correct.
• Suitable access is available for the delivery vehicle.
• Any vehicle, loading or site restrictions are communicated to us before dispatch.
• Products and quantities are inspected upon arrival.
• Visible shortages or damage are reported promptly.
Large flooring and pallet deliveries may require access for commercial delivery vehicles.
Customers should notify XEN LTD before dispatch of any restrictions that may affect delivery.
CHECKING YOUR FLOORING
We recommend checking your flooring before installation.
Please check:
• Product name and specification
• Quantity received
• Colour and finish
• Packaging condition
• Batch information where applicable
• Any visible damage
Flooring should not be installed where an obvious defect, incorrect product or material discrepancy has been identified.
Please contact XEN LTD promptly if you believe there is a problem with your delivery.
FAILED DELIVERIES
Where delivery cannot be completed because of circumstances including:
• Incorrect delivery information
• Nobody being available to receive the order
• Restricted vehicle access
• Undisclosed site restrictions
• Refusal of delivery without reasonable grounds
additional storage, re-delivery or transport charges may apply where permitted.
A new delivery date will be arranged once any applicable requirements have been resolved.
DAMAGED OR MISSING GOODS
If products appear damaged or quantities appear incorrect when delivered, please notify the delivery driver where possible and contact XEN LTD promptly.
Please retain the products and packaging while the matter is being reviewed.
We may request photographs, delivery documentation or other reasonable information to help investigate the issue.
Any applicable statutory rights remain unaffected.
INTERNATIONAL DELIVERIES
For European deliveries, customers may be required to provide additional information or documentation depending on the destination country and applicable customs or import requirements.
Where applicable, our logistics team can assist with:
• CMR documentation
• Customs documentation support
• Transport coordination
• Cross-border distribution
• Consolidated shipments
International delivery availability and charges will depend on the destination and order requirements.
DELIVERY DELAYS
Although we aim to provide dependable delivery services, circumstances outside our reasonable control may occasionally affect delivery schedules.
These may include severe weather, traffic disruption, carrier delays, customs delays, industrial action or other unforeseen transport disruption.
Where we become aware of a significant delay affecting an order, we will endeavour to keep the customer informed.
NEED DELIVERY ASSISTANCE?
If you have questions regarding delivery areas, bulk flooring orders, pallet deliveries, UK distribution or European logistics, please contact our team.
XEN LTD
Registered Office:
114 Stoke Road
Slough
SL2 5AP
United Kingdom
Company Number: 17464062
Email: support@xen.com