Eco's FAQ

Please call our customer support team to discuss delivery to NI, Ireland and outlying islands from the UK mainland.

If your floor has delivered damaged and is within a 28 day period of receipt, please contact us via email or phone call. During the returns process, we may ask further questions or give recommendations on the use of product to help you get the best from a product and to stop and unnecessary returns. It would be of great help if you assist our staff with telling them as much detail as possible regarding the defect of your floor. Unfortunately, we do not cover the cost of shipping in these circumstances. Please return any accessories and boxes that came with the floor. Once we receive your floor, we will test and inspect the product, if the floor is defective we can offer you a refund or an exchange, within the first 28 days of purchase. After the first 28 days, we won't be able to offer a full refund on the floor, but may offer a discount on another floor.

You can track your order in the user admin tools - under "orders". There are two states your order will be shown as. PENDING - meaning your order has been received by BiFold.Online and is awaiting processing & packaging. DISPACHED - meaning your order has been shippped to you or is in the process of being shipped. If you require a tracking number and one is available, please contact us by phone (during office hours) or email and we will send this to you.

If you haven't received your order and your Royal Mail tracking number says that it has been delivered, please contact us with the details of your order. Please include your BiFold.Online order number, which you should receive in a email, and we will open an investigation with our couriers.

You can either drop in to one of our stores, or post is back to us.

Please contact us via email or phone, you will need to include your order number (you can find this in your PayPal / Viva Wallet confirmation email).

We use PayPal / Viva Wallet as our primary Payment Gateway. This means we accept all Visa Credit & Debit cards, Mastercards and payment via PayPal / Viva Wallet balance. Don't worry if you do not have a PayPal / Viva Wallet account, you can still enter your payment details as a guest, and checkout sucessfully.
We do not accept e-cheque, or PayPal / Viva Wallet credit or American Express or Diners cards.

At the moment, we don not support the use of gift cards. You can however change the address of the recipient (this is done within your address management tools in PayPal / Viva Wallet) - however we must warn you, that you assume legal responsibility for sending flooring packs to anyone other than yourself.

Check that your bank account or PayPal / Viva Wallet account has sufficient funds. Payments will primarily only be rejected if the instant payment is not completed via PayPal / Viva Wallet.

You will be notififioed of a successful payment as soon as it has been done. There are only 2 possible outcomes.. success or failure. Successful payments will be reflected in your user account (if you have signed-up) and you'll be able to see the status of your order. (Pending / Dispatched).
If you are returned to a payment cancelled page on our site, your payment has been unsuccessful. Please refer to your bank or PayPal / Viva Wallet account for details.
We are not informed by PayPal / Viva Wallet of the reason for unsuccessful payments.