Terms & Conditions

Terms & Conditions – Wilton Flooring and Carpets Ltd

Payment of Goods

Telephone Orders: If you wish to pay by credit/debit card over the telephone or have any questions, you can telephone us on 01722 742433 Monday to Saturday between 9.30am & 5.00pm. Or Sunday between 10.30am to 4.00pm. Our staff will be pleased to assist you. Your order details will be processed after confirmation of payment has been acknowledged.

Order Process: When your order has been received, stock will be checked and we will advise you regarding availability of your selection. If we are out of stock we will advise you of the anticipated delivery date from our supplier. Once in stock we will contact you to arrange delivery.

Delivery Arrangements – Carpets & Rugs: The delivery of your carpet or rug can be arranged for mainland England and Wales. It is possible to arrange deliveries to Northern Ireland, the Isle of Wight & the Isle of Man. Please contact us on 01722 742733.

We will advise you regarding your delivery, normally by telephone or email, and inform you regarding when you can expect delivery of your carpet/rug.

Please note that we may use our own transport, or an independent carrier to deliver your purchase. You will not normally be advised of a delivery time. However, if you wish to have a timed delivery, we can arrange this but there would be a cost for this service. Due to carpet being delivered using a driver only, you will need to supply suitable labour to help with unloading. The driver will not take the goods into your premises or building.

Order Cancellations (Changed mind): In the event of changing your mind regarding your order, we operate under the terms of the Consumer Protection (Distance Selling) Regulations 2000, (known as distance selling directive). Customers are allowed 14 (fourteen) full working days as a cooling off period on all online purchases starting the day after receiving the goods, providing the items purchased are as new. There is a duty of care for the customer to ensure goods are safely/securely returned. Customers are responsible for the cost of returning the items to us. To process your request, please contact us to advise and discuss further. Our staff will be pleased to process your refund including your original delivery charge within 30 days of cancellation. When the goods have been received and inspected. Claims for damage etc, would be dealt with separately to the unconditional refund a customer is entitled to.

In the event that the carpet/rug is damaged, we would ask that you notify us and return the carpet/rug to us. After inspection, and if we find the carpet/rug is faulty, we will reimburse you for the carriage cost and offer you a replacement carpet/rug or a full refund.

Further Assistance

If you are experiencing any problems using our website or wish to discuss any product details, please feel free to contact us. Our contact addresses and telephone numbers are detailed below.

Email: sales@wiltonflooring.co.uk

Tel: 01722 742733

Monday to Saturday between 9.30am & 5.00pm and Sunday 10.30am to 4.00pm


Wilton Flooring

King Street

Wilton, Salisbury


Colour Matching

Carpets are manufactured in batches and whilst the procedures and processes remain constant there will always be a small variation between batches produced at different times. Carpets made using blending yarns such as berbers or heathers will normally show a slightly larger degree of variation due to the processes involved. Where carpets are to be laid in more than one piece, or in several rooms it is advisable that a single width be used from the same batch to ensure the closest possible match.

Carpets which are laid with the pile travelling in different directions will, in most cases, appear not to match. Therefore it is always advisable to lay carpets with the pile travelling in one direction.


The samples on display may not be from the same batch as current production and therefore should be used as a guide and not an exact colour match.


All cut pile carpets will lose short fibre, which is created during production when spun yarn is cut for tuft formation. These fibres fall onto the surface of the pile and appear as ‘fluff’.The effect varies with yarn type and may be removed without detrimental effect upon the carpet by vacuum cleaning. This excess fibre is only a small fraction of the total fibre contained in the carpet. There is no given time at which shedding will cease. This will depend on the traffic the installation receives and the frequency of vacuuming.


Occasionally an odd tuft or two can work its way to the surface and stand proud of the rest of the pile. This is probably due to one end of the tuft being longer than the other i.e. J shaped tuft instead of V shaped. Remedial action merely requires that the offending tufts be scissor trimmed level with the rest of the pile. They should never be pulled out.

Pulled Loops

Pulled loops occur only in looped pile carpet where one or more loops in the continuous pile is pulled through the primary backing of the carpet. This is usually due to some local condition, possibly some sharp object which has caught in a loop in situ and has resulted in a pull. Pulled loops are easily dealt with by trimming the offending end level with the rest of the pile. They should not be left as this could result in further loops being pulled and developing into a ladder.


Shading occurs because the pile of the carpet has become crushed, flattened or brushed in a different direction to the natural lie of the pile whilst in situ. This causes light reflection at differing angles resulting in the creation of light and dark patches on the carpet. This will occur on all pile fabrics but can be more noticeable on plainer carpets because the shadows created by pressure will not be disguised by a heavy pattern or design.


Carpets do not produce static but like other household fabrics and objects have the capacity to store it. Static is caused by the build up of static electricity upon personnel in a dry environment and is discharged when a person makes contact with an object which can conduct electricity (i.e. door handle or filing cabinets, etc). The static charges will vary in intensity depending upon the individual, air humidity and the contact materials. Static is more usually associated with synthetic materials as they do not retain moisture very well but it can and does occur with wool in very dry room conditions. Preventative measures include the introduction of moisture into the room or in situ carpet treatment.

Pile Reversal (See Shading)

Like shading, this occurs when the pile or nap of the carpet changes direction and thus reflects light at different angles showing the effects of shading which can become permanent. It is also described as ‘watermarking’. This can happen to every carpet construction be it Axminster, Wilton, Tufted, Hand Woven, Persian, Chinese, Indian or even Coir Matting. Like shading it can be more apparent on plain carpet because heavy patterns can disguise the effects. It can occur quite quickly after installation. A tremendous amount of research has been carried out over many years by many institutes to determine the cause of this phenomenon but none of it has proved conclusive. There is no commonly known manufacturing process which can cause or cure this phenomenon and therefore it is not a manufacturing fault.

Fading on Wool

Carpets made from wool can and do fade in use. The degree of fade can vary depending on the colour chosen and the local conditions to which the carpet is subjected. Fading can be caused by exposure to ultraviolet light which is found in daylight, but is accelerated when sunlight shines directly onto the carpet. This has the effect of lightening or “Bleaching” the colour just as exposure to sunlight will lighten human hair. Wool is after all animal hair. Protection should be given to carpets exposed to such conditions just as you would protect other furniture or fabrics.

A complaint on fading would be considered justified if it failed to meet the required shade standard when tested to the British Standard BS 1006 (1990).


Flattening will occur as a result of traffic which eventually flattens the pile particularly in the main areas of use. All pile fabrics will flatten to greater or lesser degree depending on the amount of traffic to which it is subjected and the construction (tuft density / pile fibre / height / weight) of the product concerned.


Soiling is usually the result of some local condition to which the carpet has been subjected to, or maintenance, or lack of maintenance programme. There are several types of soiling which are quite common:

Spillages – Whenever a spillage occurs it is important to blot as much of the liquid up as possible using a dry clean cloth or tissue. Never rub the pile as this will cause distortion and possibly alter the appearance of the carpet. It is very important to do this immediately after the spillage occurs, failure to remove the spillage quickly could lead to the stain becoming permanent and it may not be able to be removed at a later date, even with professional assistance.

Shampoo – if incorrectly applied, can leave sticky soap residues in the fibres which can result in the soiling reappearing quite rapidly.

Dust – which is carried on draughts can soil carpets in various ways, apart from the obvious soiled edges, at gaping skirting boards for instance, dark lines appearing on surface might suggest airborne dust vacuum-drawn through poorly fitted floorboards. Sometimes the shape of floorboards can be seen quite clearly. Airborne dust sometimes shows itself as spots on the carpet, this is due to the air carried on a draught under the carpet escaping through minute holes both in the underlay and the carpet, leaving dust deposited on the pile much like a filter action. In such installations, the use of a lining paper is essential as a preventative measure. It is important that prior to any installation of carpeting the floor is checked for levelness and any gaps in floorboards or cracks, or steps in concrete floors are repaired or levelled. Any poorly fitted doors or skirting boards may also need to be corrected.



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