Updated Friday 20th December 16:00. All orders will now be processed on Thursday 2nd January 2025. Season's Greetings and a Happy New Year from all of us Altro. Click here for our December delivery deadlines.

FAQs

Altrodirect FAQ’s

  1. When are other Altro products becoming available to purchase online?
  • New products will be added on a regular basis. Sign up on the order checkout page to be the first to hear when new products are added to Altrodirect and to learn about our online offers
  1. What is the guarantee for the product?
  • Guarantees vary by product but all information is available on our main website at altro.com
  1. How many designs are available in the Altro Whiterock Digiclad range?
  • There are a variety of different images in the Altro collection. These will be added and changed frequently so that we are able to offer the most up to date design trends to meet your walls needs.
  1. Can I use one of my own images for Altro Whiterock Digiclad?
  • Unfortunately not. Altrodirect offers a range of standard images from the Altro collection and a service to use your own image is not currently available through Altrodirect. Please talk to our customer services team about other ways to purchase Altro Whiterock Digiclad
  1. Do I get a sample of the product I am ordering?
  • Samples are not sent to you automatically. When browsing products or ordering material, you will be able to request a sample via our website altro.com or via the link on the product page
  1. What are the lead times for this product?
  • Our delivery policy includes details about delivery costs, timescales, cut-offs and product handling and can be found here
  1. What are the shipping costs for this product?
  • Our delivery policy includes details about delivery costs, timescales, cut-offs and product handling and can be found here
  1. Can I return my product if I do not like the design?
  • Our returns policy includes details about your rights to return a product. Please read this carefully as any product which is be specially manufactured for your order cannot be returned.  Please read the product pages for more information and well as looking at our returns policy
  1. Can I cancel or change my order before I receive it?
  • Once the order has been dispatched it is not possible to change an order. Please contact us on 01462 480 480 to check the status of your order. If your wish to cancel your order please wait until you have received your order and refer to our returns policy and terms of sale
  1. Are there any special installation requirements?
  • We recommend you consider the space that the floor or wall is going into. What else is in the room? Where are the doors, windows and other fixtures and fittings? Do you need to consider floor hatches etc?

Please note that your wall or floor is a unique product and should be installed with great care. Replacement or extra product will take time to produce and incur an additional cost.

Our products should be installed in accordance with our installation guidelines which are available on our website www.altro.com

  1. Can I weld the flooring?
  • Our installation instructions will tell you how to install the floor including details on welding. Welding is a specialist job, requiring the right tools and experience.  Altro are happy to suggest names of experienced contractors if needed please contact us on 01462 480 480
  1. What jointing trims can be used on the walls?
  • You can use either a two-part joint trim or butt the sheets together and use a silicon sealant along the joints. All trims and accessories for products available on Altrodirect are also available for sale at the time you purchase
  1. Can I purchase items on account?
  • Items available for sale on Altrodirect are proforma payment online sales only. You can also pay by credit card, Shop Pay and Google Pay.
  1. The size of wall sheet I need isn’t on the drop-down menu, how do I get it in the size I require?
  • We offer a number of size options. If you require a smaller size, it can be cut to size on site but please ensure the design you have selected is sized appropriately, and with suitable spacing to allow the sheet to be cut down.
  1. How can I pay for this product?
  • We accept credit card payments only on Altrodirect as well as Shop Pay and Google Pay
  1. What are the minimum order quantities for the floors and walls custom material?
  • There is no minimum order on Altro Floors or Walls however there are minimum order values for free delivery below which your order may incur a delivery charge.

Full details on our delivery policy which includes details about delivery costs, timescales, cut-offs and product handling and can be found here

  1. How many planks are there in a box of Altro Ensemble LVTs
  • The number of planks varies depending on the size of each planks. Our 200 x 2000mm planks have 15 planks per box.  The 125x1000mm planks have  40 planks in a box and our smallest size 100 x 500mm has 90 planks.   The 500 x 1000mm tiles have 10 tiles in a box
  1. 1 Within a box of Altro Ensemble LVTs will all the planks have unique patterns
  • Each design is created to give you as many unique planks as possible, however, you can expect some repeated planks within each box. In this case as well as spacing out any repeating planks we would recommend rotating the plank through 180 degrees so that your eye is not drawn to a repeat in the pattern
  1. Can I collect the product from you?
  • We do not offer a collection service
  1. Can you deliver nationwide?
  • Yes we can deliver anywhere in the UK excluding N.Ireland Delivery costs may vary and will be calculated at checkout. 

  • Regrettably due to circumstances beyond our control, we are currently unable to offer deliveries to our valued customers in Northern Ireland. This is due to new operational challenges created by the United Kingdom's withdrawal from the European Union.

    We will be reviewing this over the next few months and will advise here any changes to the current situation. If you have any questions, please contact us on 01462 480480

    Thank you for your understanding.

   21  Can I place my order over the phone?

  • Yes you can. Call us with your order and your shipping address
  1. Do you install the products?
  • No we don’t install but please contact our contact centre and they can give you details of installers in your area
  1. Can I specify a delivery date?
  • If you have specific requirements for delivery our customer service team may be able to help so please contact them on 01462 480 480
  1. Will I have to sign for my delivery?
  1. What will happen to my delivery if I am not in to receive it?
  • For delivery related questions please see our delivery policy here
  1. How do I know which accessories and adhesives are needed for the product I want to purchase
  • Please refer to our installation guides which will tell you what is needed for your job. With our adhesives please check the coverage rate for a single unit of adhesive to make sure you buy enough units to cover the area
  1. Which Internet browser is best to use for this store?
  • Please use the following supported browsers to get the shopping experience on our store: Google Chrome, Mozilla Firefox, Apple Safari, Microsoft Edge, Opera, Apple Safari for iOS and Google Chrome for Android

 

Can't find what you're looking for? Need some help? 

Telephone: 01462 480 480 or live chat during office hours

 

 

 

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