FAQs

General

When can I expect my sample pack to arrive?

We aim to dispatch your sample order within 2 business days, unless sample stock is not available.

All sample orders are sent with tracking details provided via email.

Delivery

Flooring

Tiles

Rugs

If you buy different type items at the same time, you only need to pay for the higher delivery charge.

For example, if you live at Brisbane, bought 50sqm hybrid flooring, 10sqm tiles, 2 rugs. You only pay for $88.

Flooring

Tiles

Rugs

If you buy different type items at the same time, you only need to pay for the higher delivery charge.

For example, if you live at Brisbane, bought 50sqm hybrid flooring, 10sqm tiles, 2 rugs. You only pay for $88.

Flooring

Tiles

Rugs

If you buy different type items at the same time, you only need to pay for the higher delivery charge.

For example, if you live at Brisbane, bought 50sqm hybrid flooring, 10sqm tiles, 2 rugs. You only pay for $88.

Do I need to be home for delivery?

Yes, you will need to be home during the 8 hour delivery window provided to accept delivery. For all large orders the driver will require your assistance to hand unload your order quickly and efficiently. If you live in a unit complex please advise in the notes section of your order.

Can I collect my order to save money?

Yes, please choose the collect option at checkout, and our customer service team will advise when you order if ready for collection and the address of your local distribution warehouse.

What if I find a better price elsewhere?

We are dedicated to bringing you manufacturer direct prices that cannot be beaten.

In fact, we guarantee it. Find a cheaper price on a stocked item and we will beat it by 10%!  So shop now and save!!

How can I return my purchase?

We hope that you will be delighted with your The Flooring Guys purchase. If you change your mind about your purchase, you are welcome to return your product to our warehouse within 14 days of your purchase date. After 14 days have passed, we unfortunately can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.

What if my purchase is faulty?

All our products come with our 25 year residential warranty that guarantees the products against premature wear and structural failure.

Our warranties are backed by our permanent partners who has been in business since 1998. so you can be confident in our products and rest assured that we will be here if you need us.

Flooring

Pre Installation Checklist

1. Check for signs of moisture
   – Subfloor (Concrete slab and Timber substrate)
   – External Site Inspection
   – Internal Site Inspection
2. Floor Levels
   – Subfloors must have no more than 3mm deviation over 1m
   – Use a straight edge tool to check floor levels
3. The Internal Environment 
   – No underfloor heating
   – Room temperature should be between 15-30 degrees.
   – Indoor humidity levels should be within 30-70%
   – Appropriate window furnishings to prevent harsh direct sunlight    affecting your floors
   – Ducted heating vents and fireplaces must be regulated at all times to prevent the floor from drying out.

Product Inspection

1. Acclimatisation & Storage 
   – If storing your flooring onsite, cartons should only be opened when installation is ready to commence
2. Defective Boards 
   – All boards should be checked prior to installation. Look for defects such as; chipping, dents, excessive colour variation, bowing, locking system

Subfloor Preparation

1. Floor Levelling
   Ensure that the subfloor is clean, flat, smooth and level before installation. Subfloors must have no more than 3mm deviation over 1mFlooring Online recommends Bostik UL-200
      – Concrete Slabs
   – Yellowtongue & Chipboard
   – Existing Floorboards & Tiles
2. Dry Subfloor
   Ensure that the subfloor is dry and there is no moisture ingress. If your subfloor feels damp to touch, Flooring Online recommends the below product to prevent the moisture damaging your floors.
   – Bostik 3in1 – Timber floor adhesive with built in moisture barrier
   –  Moisture Barrier – Roll on moisture barrier
   – Silent Pro Underlay – 2mm foam underlay with built in moisture barrier
   – Silent Eco Underlay – Effective moisture barrier suitable for installation under standard underlays

DIY Installation

1. Choose your installation method: Direct Stick or Floating
   – Direct Stick (Engineered Timber) is the method of glueing your Engineered Timber Floor directly to your slab or substrate. This preferred method provides further stability and durability for years to come, whilst also being quieter under foot and allows for larger expanses of flooring before expansion trims are required.
   – Floating (All Floors except Engineered) is the method of clicking together your floor to create a raft and floating it over underlay. This method is ideal for quick and easy installations and allows for you to remove your flooring if needed.

2.Raft Sizes and Expansion Gaps
– All floors expand and contract according to the environmental conditions. To prevent issues such as cupping and peaking, expansion gaps are required around the perimeter of the floor.
– A minimum of 10-15mm (For floating floors) or 8-10mm (For direct stick floors) expansion gap must be left around the perimeter and internal objects such as kitchen benches and cabinetry.
– Scotia, expansion trims and skirts should be used to cover the expansion gaps.

Why does my floor look slightly different to what I imagined?

Photos in magazines or the internet will not give you a realistic representation of full species colour or feature. Even a sample flooring board provides just a single representation of the colour and features in that species. It might be noted that many species and types of flooring have a great spread of natural variance. Within a single species the colours and colour variation can be quite pronounced and can differ markedly from one floor to another.  Variation of colour and texture is normal in natural materials and will also be present in synthetic materials, as they are designed to mimic the look and feel of a natural material.

Do you offer flooring installation services？

We know the prospect of installing new floors can be both exciting and daunting; fortunately, we have taken the guesswork out of the process with a guide to assist you as best we can!

more information

How can I measure?

We offer area calculator for your project.

What Should I Prepare for DIY Project?

We know the prospect of installing new floors can be both exciting and daunting; fortunately, we have taken the guesswork out of the process with a guide to assist you as best we can! Indicated on each product is a recommendation to guide your decision to hire a professional or DIY.

If you want to DIY your space with new flooring, we have the created the essentials to check for before installing. From looking for moisture on your subfloor, to how different types of flooring click, this checklist is everything and more for any beginner or a pro looking to put the ‘I’ in installation.

1. Pre Installation Checklist

Check for signs of moisture
– Subfloor (Concrete slab and Timber substrate)
– External Site Inspection
– Internal Site Inspection

Floor Levels
– Subfloors must have no more than 3mm deviation over 1m
– Use a straight edge tool to check floor levels

The Internal Environment 
– No underfloor heating
– Room temperature should be between 15-30 degrees.
– Indoor humidity levels should be within 30-70%
– Appropriate window furnishings to prevent harsh direct sunlight    affecting your floors
– Ducted heating vents and fireplaces must be regulated at all times to prevent the floor from drying out.

2. Product Inspection

Acclimatisation & Storage 
– If storing your flooring onsite, cartons should only be opened when installation is ready to commence

Defective Boards 
– All boards should be checked prior to installation. Look for defects such as; chipping, dents, excessive colour variation, bowing, locking system

Upon inspection, if there is any product defects please email photos of your product to [email protected]

3. Subfloor Preparation

Floor Levelling
Ensure that the subfloor is clean, flat, smooth and level before installation. Subfloors must have no more than 3mm deviation over 1mFlooring Online recommends Bostik UL-200
– Concrete Slabs
– Yellowtongue & Chipboard
– Existing Floorboards & Tiles

Dry Subfloor
Ensure that the subfloor is dry and there is no moisture ingress. If your subfloor feels damp to touch, Flooring Online recommends the below product to prevent the moisture damaging your floors.
– Bostik 3in1 – Timber floor adhesive with built in moisture barrier
– Bostik Moisture Seal – Roll on moisture barrier
– Hydro-Stop Underlay – 2mm foam underlay with built in moisture barrier
– Builders Plastic – Effective moisture barrier suitable for installation under standard underlays

4. DIY installation

Choose your installation method: Direct Stick or Floating
– Direct Stick (Engineered Timber & Vinyl only) is the method of glueing your Engineered Timber Floor directly to your slab or substrate. This preferred method provides further stability and durability for years to come, whilst also being quieter under foot and allows for larger expanses of flooring before expansion trims are required.
– Floating (All Floors except Vinyl) is the method of clicking together your floor to create a raft and floating it over underlay. This method is ideal for quick and easy installations and allows for you to remove your flooring if needed.

Raft Sizes and Expansion Gaps
– All floors expand and contract according to the environmental conditions. To prevent issues such as cupping and peaking, expansion gaps are required around the perimeter of the floor.
– A minimum of 10-15mm (For floating floors) or 8-10mm (For direct stick floors) expansion gap must be left around the perimeter and internal objects such as kitchen benches and cabinetry.
– Scotia, expansion trims and skirts should be used to cover the expansion gaps. View our range of Trims & Accessories.

NOTE: All Flooring with Tongue & Groove locking systems are to be installed by a professional flooring installer.

5. Best Practice

We have put together Our top tips for DIY flooring installation that will save you time and ensure you achieve professional results.

Maximum Raft Size Allowances

Product	Dry Areas	Humid Areas	Floating	Direct Stick
Engineered Australian Species & European Oak (Floating)	10m(L) x 8m(W)	8m(L) x 8m(W)
Engineered Australian Species & European Oak (Direct Stick)	16m(L) x 12m(W)	10m(L) x 8m(W)
Hybrid	12m(L) x 12m(W)	12m(L) x 12m(W)
Laminate	10m(L) x 8m(W)	8m(L) x 8m(W)

Tiles

Do you offer tile installation services?

No, but TFG will be happy to refer you to a list of independent Pro Network partners and local trade professionals who can assist you with your tile and stone installation. However, The TFG does not guarantee these installations or the accuracy of any information provided by the installers and accepts no responsibility for the quality or timeliness of the installation or any inaccuracies or omissions in the information provided. In no event may TFG be held liable for any incidental or consequential damages for any installation or information concerning installation.

What is the best method of cleaning?

When cleaning ceramic or porcelain tiles, it is generally as simple as using hot water with an all purpose liquid cleaner or a ‘soap-less’ detergent. This is a great way for cleaning most walls and floors! 

It is important to ensure you do not use powder based cleaners or soap to clean tiles as it may scratch the surface of a glazed tile, or leave a film on the face of the tiles.

If you are having any specific cleaning or maintenance issues with your tiles, please contact the Tile Touch team who will be able to recommend specialised products for different issues you may be facing. 

Alternatively, TFG recommends Aqua Mix Australia as the industry’s specialists in Cleaning and Maintenance. www.aquamix.com.au 

Do I need to seal my tiles?

Any Ceramic or Porcelain tile which has been glazed will not need to be sealed as the glaze protects the base of the biscuit from absorption.

I heard that my floor tiles must have a certain slip rating. Does this apply to Residential homes?

No. Slip ratings are requirements for Commercial projects only. Whilst commercial slip ratings may give residential customers peace of mind, it is not a requirement when choosing a floor tiles for a residential home. You will need to use your own judgement and discretion when deciding if a certain floor tile is suitable for the space you are tiling. 

Where can you tile?

You can tile over most wall and floor surfaces you find in your home including concrete, timber, brickwork, plasterboard and more: you can even tile over tiles!.

Because each surface type has its own characteristics (such as rate of expansion and contraction, moisture absorption, ‘dimensional stability,’ and so on), some surfaces may require special preparation and different surfaces will require a different adhesive.

You can find more information about each of the surfaces you’re likely to find in your home and how to prepare them for tiling below.

How to Grout Tiles

How to Tile a Kitchen

Tiling a kitchen splashback is a great place for any new do it yourself to start.

Tiling a Wall

How to Lay Tiles

Bathroom Renovations

You’ll spend a lot of time in your dream bathroom. First thing each morning, last at night. Every day of most weeks, you’ll see the choices you made. We want all those choices to become good memories.

Good planning is the key to getting it right. As everyone who’s done it will tell you: a bathroom renovation from start to finish takes time and money. That’s a given. But without good planning, there can be a lot of unexpected costs and disruptions along the way.

You want to create a place that works seven days a week. Where the light is right for the morning hair, makeup routine. The daily shave or the weekend’s serious manscaping.

Which is why we say: talk to our experts. Talking is free. Our tile experts know all about tiles. Tiles that feel good underfoot. How light plays off the surface of some tiles, accentuating key features.

The right tile for the job is technically well understood. But when it comes to the look and feel: that’s personal, that’s up to you. With so many to choose from, it can be challenging not to end up with a mish-mash of styles. Or play it safe and get dullsville. Or blow the budget in one area and scrimp in another. That’s not good planning.

Talk to our design team. They’re great listeners. Talking and listening are free. These people care about aesthetics. How it looks and feels. They share your passion to create a unique space. To suit your likes, your home. To suit you. They can explain why some shapes and colours might feel unsettling in some spaces. Why other choices can add value, as well as comfort—even delight!

You’ll want to relax in the warmth and beauty of the space you’ve made, to think about important things: that story you’re trying to finish. What the kids said that made you laugh … and cry a little, too. All the big and little things we think and dream about in this special space when we have time to just be ourselves. To wash away stress, sometimes tears.

From start to finish: you want to get it right. Contact our people who are here to help you get it right. And create good memories along the way.

Rugs

What is polypropylene?

Polypropylene is a man made material that was engineered to have a wide variety of benefits – it feels like a mix between silk and wool, is super soft, but is also “stain resistant”.  This means is if you get to spills quickly they won’t absorb right away and will lift straight off – impressive and practical in households with kids or pets.

Do wool rugs shed?

Yes, wool rugs do shed, it’s a natural feature of the woollen fibre and isn’t considered a fault.  Shedding isn’t usually a problem after a settling in period, dependant upon use.  Regular vacuuming, 1-2 times a week should help during this time.  This should keep your rug fresh and clean and prevent dirt penetrating the pile.  It’s important to make sure that you don’t use a power head and just vacuum gently so that you’re not breaking the wool fibres.

How to choose a rug size

The size of your space and your chosen layout are the main considerations when choosing a rug size. If you think your space is between sizes or you’re not quite sure, err on the side of caution by opting for a larger size to ensure the area looks well-considered and thoughtful rather than haphazard.

Here are some of the most common rug sizes:

– Shop small rugs 120 x 170cm (4′ x 6′) 
– Shop medium rugs 160 x 230cm (5′ x 7′)
– Shop large rugs 200 x 300cm (7′ x 10′)
– Shop extra large rugs 240 x 330cm (9′ x 11′)
– Shop oversized rugs  over 300 x 400cm
– Shop runners 75 x 300-400cm

How to choose a rug for your bedroom

How to choose a rug for your dining space

If you’re placing a rug under a dining table, it should be wide enough so the chairs are completely on the rug even when guests are sitting at the table. This usually means allowing an extra 60cm to both the length and width of your table, or to the diameter if it’s round.

What rug qualities matter to you?

Ideal

– Low pile heat set polypropylene works well in dining spaces, its stain resistance, moisture resistance and high-impact colour ensuring it looks great even after a few spillages.
– Cotton rugs are often machine washable, so you can forget the elbow grease and let modern technology do the work.
– Wool is naturally stain resistant, and low pile weaves are the easiest to spot-treat.

Avoid

– Jute and sisal can irreversibly stain, and although they can be spot cleaned, it’s not as easy to take care of than wool, cotton, or synthetics. ​

Gives Your Home An Organic Look

Ideal

– Jute and sisal are your friend, as long as you’re styling it in a quiet nook. Keep foot traffic to a minimum and you’ll love the low-key look of this beautiful material.​
– Flat weave wool, especially wool kilims, work perfectly if you’re after a bohemian look.
​
Avoid

– Heat set polypropylene​ has its qualities, but its synthetic nature and perfect finish are the antithesis of the style you’re after.
​
Feels Luxurious Underfoot

Ideal

– Animal hides are unrivalled in their silky softness. The beautiful material looks as luxurious as it feels.
– Sheepskin is a gorgeous high pile option that feels beautiful. It’s perfect on your hearth, or by the side of the bed as the first thing you step on in the morning.
– Silk is a great choice in low traffic areas, but wool is a good balance of softness and durability, and can be used throughout the home in all areas.

Avoid

– Synthetic choices can be very soft, but their synthetic feel provides a less luxurious note to your home.
– Jute and sisal can be a little rough/coarse underfoot.

How to choose a rug style

Choose a rug style to suit your lifestyle as well as your home. Think about how much traffic the rug will need to handle, whether you’ll be eating on it, or if you have kids and pets using the space. Is your style eclectic or bohemian? Do you favour bold pattern and colour, or is a neutral palette the foundation to your home? Here are a few of our favourites to consider.

1. Flatweave rugs

Ranging from traditional kilims or dhurries to modern styles featuring patterns, stripes and chevrons, these rugs have no pile because of the way they are woven on a loom. They are often more affordable than pile rugs and are a great way to update a room, but they are also less durable. They won’t last as long as a pile rug in high traffic situations and we recommend using a rug pad or underlay to keep them in place.

2. Natural fibre rugs

Flat woven from natural fibres such as jute, sisal, coir or seagrass, these rugs add a casual feel. They’re generally durable, but require regular vacuuming to stop dirt from penetrating the fibres. They don’t like getting wet, so steam cleaning is out and spills should be dealt with immediately, spot cleaning is best. Many feature a latex backing to protect your floor and keep them in place.

3. Heat-set polypropylene rugs

When buying a synthetic fibre pile rug, look for higher quality heat-set polypropylene. It’s soft, durable and non-shedding, making it a good choice for families and high-traffic areas. It’s also non-static which means that it’s easy to vacuum up lint and pet fur.

4. Pile rugs

Pile rugs may be hand made (often described as hand-knotted or hand-tufted) or machine made. The pile protects the warp and weft and a high quality hand-knotted rug, cared for well, can last a generation or more. Choice of style and price is almost boundless, from traditional Persian designs made using wool and silk to modern ‘shag’ styles. Materials include wool and silk through to practical synthetics such as acrylic and polypropylene.

5. Wool rugs

High-quality wool rugs are soft and richly textured, so ideal for making a statement in the living room or adding luxe texture and warmth in a bedroom or nursery. Wool is naturally water and stain-resistant, thanks to the lanolin that coats the fibres. Wool is also known to hold colour well for vibrant results in a rug, as well as being a good sustainable material choice.

6. Indoor/outdoor rugs

Made using polypropylene or similar synthetic fibres, these rugs are super practical and are now available in a surprisingly wide array of patterns and finishes. They can be hosed down if necessary, and they work well outdoors as well as in areas where kids and pets run wild!

7. Hide rugs & sheepkins

Hide rugs add a cool, contemporary edge and are beautifully tactile. Cow hide rugs may be natural in colour, dyed or even printed. Style a large hide under a coffee table or next to the bed, or use them to layer over larger rugs or even furniture. Hides sold at TFG are by-products of the food production industry, and all products meet or exceed strict Australian government import standards.

Shape

When it comes to choosing the perfect rug for your space, it’s not just size that matters. Here are our tips for defining your space with round rugs, runners and hides.

Rectangular rugs

The most popular and versatile, as it’s the shape of most rooms! The key is to choose one in the right proportions (see Layouts).

Round rugs

Great in a bedroom, under a round dining table, or to define a small sitting area. Round jute rugs in a range of colours and weaves are a great affordable choice.

Runners

Make a smart first impression with a hall runner to set the scene for your interior style, or add visual interest to an otherwise bland hallway.

The quick rug care guide

Care instructions vary for each type of rug, but here are some general tips for flat weave, pile and natural fibre rugs.

– Your rug may arrive folded or rolled, and will take a few days to flatten out. Some rugs may also shed for a few weeks – this is normal and should ease after vacuuming.

– Vacuum regularly to pick up particles of dust and dirt.

– Treat spills or stains as soon as possible. Don’t rub! Blot the stain with a dry cloth or towel first to soak up excess moisture. Use a toothbrush with a small amount of mild liquid soap or wool wash and water to loosen stains, then blot again.

– If your rug is in a sunny spot or receives a lot of foot traffic, rotate it regularly to ensure even wear.

– Rug underlays are a great way to keep a rug in place as well as prevent the rug from slipping. They will protect your floor from coarse natural fibres and make your rug feel even softer underfoot. They also protect the base of the rug against inevitable friction against the floor, working as a shock absorber.