Customer FAQs

We’ve put together a list of frequently asked questions and their answers below. If we haven’t covered your question or you’d like more information, please don’t hesitate to contact our Customer Service team on contact@simplyunderlay.co.uk.

Delivery
Ordering
Returns & Refunds
Products

Delivery

We deliver to the UK only.

We are unable to give a delivery quote on site to some more remote areas of the UK (for example, the Scottish Highlands and Northern Ireland). In this case, the checkout will notify you to contact us for a quote.

If you have chosen our Premium Delivery service, delivery should take place the day after we have dispatched. This means orders placed before 12pm should be with you next working day. Those placed after 12pm will be delivered within 2 working days. Although this is an overnight service we pay for, the courier does not guarantee next-day delivery.

Our Standard Delivery service takes 2-3 working days to deliver after the dispatch of your products.

Please note: couriers do occasionally face unforeseen delays in delivery, so we advise leaving extra time between your order and the time at which you’ll need your products.

Please do not book a fitter or installation date until you have received and inspected your goods.

Delivery is calculated at the checkout once you have entered your desired shipping address. You will also see an estimated delivery charge in your basket once you have added the items to your order.

Delivery cost varies depending on the weight of your product.

We use DX Freight for all of our underlay deliveries. DX Freight is a reputable company who fulfil orders in all areas of the U.K.

Smaller parcels and accessories will be sent via Royal Mail.

A tracking link will be emailed to you on the day of dispatch. You will know at this point that your product(s) have been dispatched from our warehouse.

We have an Order Notes section in the checkout where you can make requests regarding your delivery, including putting items on hold.

We always try to accommodate customer requests, but it’s important to note that due to the courier routes, we cannot schedule or guarantee a specific delivery date. 

Our couriers will leave a card to inform you of their attempted delivery. They will try and deliver again on the next (working) delivery day. If this second attempt fails, the goods will be returned to our warehouse and you may have to pay for another delivery.

We will send a notification email and tracking link once your items have been dispatched to help avoid failed delivery attempts.

Please check in any designated ‘safe place’ and with neighbours to see if your goods have been left there.

If you are still unable to locate your order, you can contact the courier on the number provided in the tracking link email. They will be able to provide proof of delivery (POD), showing where your items have been left.

If you are still unable to locate the items, please contact our customer services team and we will do everything we can to help.

We usually dispatch products within 24 hours of the order being placed. Therefore, we cannot change the delivery address provided if you have already received a dispatch email or our warehouse has already processed it.

If we have not yet processed your order, we will happily change the delivery details. Please contact our customer service team as soon as possible.

If you have entered the wrong delivery address, please contact our Customer Service team as quickly as possible to notify them of the error.

Ordering

To keep our costs down and prices as low as possible for customers, we don’t currently have a dedicated telephone number for ordering.

However, if you have any issues, you can contact us using our contact us page here. One of our expert team will be pleased to assist you, including setting up orders on the system, sending over payment links or providing bank transfer details.

Your card details are entered as part of the checkout process and therefore your card will be charged immediately on ordering.

We accept all major credit and debit cards, including Visa, Mastercard, American Express and PayPal. We also allow payment via Google Pay and Apple Pay on compatible devices.

You can place an order online without an account. However, if you register for an account it makes it easier for future orders, as your addresses and details will already be saved, making the ordering process much quicker and easier for you.

You can also track the status of your orders quickly and easily via your account page.

We don’t currently offer discount codes, so there isn’t an option to apply one at checkout.

If our customer service team has given you a discount code, they will provide you with a unique link that will automatically apply the discount to your basket.

One of the following reasons could explain why your discount code isn’t working:

1) The code has expired – please check the promotion end date in the terms and conditions.

2) There are restrictions – items in your basket may not meet the discount code terms we have set. For example, it may only apply to full-price items, order totals over a certain amount, items must be from a certain product category, single use only, etc.

If you have checked the three suggestions above and believe your code is valid, there may be a technical problem so please contact our Customer Service team.

We usually dispatch products within 24 hours of the order being placed. Therefore, an order cannot be amended if you have already received a dispatch email or our warehouse has already processed it.

If we have not yet dispatched your order, we will happily change or cancel it. Please get in touch with our customer service team.

Returns & Refunds

We are happy to accept returns of unused and unopened bags of underlay. In order to arrange a return, please contact our Customer Services team.

Once we have received and inspected the underlay, we will process a refund for the item(s) returned.

We are unable to accept returns of part bags of underlay.

Once we receive a return, we will inspect the product and notify you of the value of your refund within 48 hours.

Refunds can take up to 5 working days to appear in your bank account, depending on payment method, but it is usually much faster than this.

As all of our products are priced differently, it is much quicker and easier to place a second order and return your initial order for a refund.

If you would like to create a return, please contact our Customer Services team.

You must notify our Customer Services team within 48 hours of the order arriving to report damaged and/or faulty items. Claims made outside of this period may not be able to be considered.

Send an email to our Customer Services team on contact@simplyunderlay.co.uk who will be happy to help resolve your issue.

Pictures of the damage will be helpful too.

Please send an email to our Customer Services team at contact@simplyunderlay.co.uk and we will help to resolve the issue as quickly as possible.

Pictures of the products received would also be helpful for us to understand where the mistake was made and to eliminate future errors.

Products

Your stairs get a lot of wear, so a hardwearing, dense underlay is recommended to keep your carpet looking its best for the longest.

We recommend using an underlay no thicker than 9mm and with a density greater than 110 kg/m³. Our stair underlay recommendations are here.

Underlays with low tog ratings allow the most heat through your flooring from your underfloor heating system.

The Underfloor Heating Manufacturers Association advises a combined tog rating of 2.50 or lower. Therefore it is important to check the tog rating of your carpet/flooring to ensure that when added to the tog value of your underlay, it doesn’t exceed this figure.

You can see our underfloor heating-compatible underlays here.

Natural floorings such as sisal, seagrass, jute and coir should be permanently stuck to your underlay to prevent expansion and contraction in hot and cold environments.

Not all underlays are suitable for this ‘double-stick’ installation method, but Cloud 9 Contract, Tredaire Titanium and Duralay Durafit 650 are all excellent choices.

Be sure to check double-stick suitability in our product descriptions for larger installations (over 30m²).

Most underlay manufacturers will guarantee your underlay for the life of your carpet, providing that the correct installation method is adhered to.

Other manufacturers provide 15-year guarantees.

All products we stock have some sort of guarantee, which is shown on the product page, allowing you to make your purchase with confidence.

It is important to note that the guarantee lies with the manufacturer of the product and not Simply Underlay, in the case of claims.

All products on our website have a full product/technical spec, which can be viewed on the product page and downloaded in PDF format for future reference.

Different thicknesses of underlay provide different benefits.

Broadly speaking, thicker underlays (those above 9mm thick) provide more underfoot comfort and should be used in areas with low-foot traffic such as living rooms and bedrooms.

Thinner underlays tend to be denser and provide more support to your carpet and will be great for higher foot traffic areas of your home such as stairs, hallways and through lounges.

8mm underlays are the most commonly used and in most cases can be used in all areas of the home.

Please check our product specifications for advice on recommended room suitability. You can also read our dedicated guide on underlay thickness here.

Rubber crumb underlays typically provide the support needed for high-traffic and contract installations.

Be sure to check if your chosen underlay is suitable for double-stick installations, which are often required in contract settings. You can see whether a product is Suitable For Double-Stick by checking the Technical Spec section on ther product page.

Cloud 9 Contract and Cloud 9 Super Contract tick both of these boxes, as does Tredaire Titanium.

We’ve created dedicated, in-depth guides on this subject:

If you need any further help, get in touch with our customer services team.

An underlay with a high tog rating will keep the most heat in your room. A tog rating of 2.00 or above is considered a high tog rating.

You can find our full range of recommended Thermal Underlays here.

An underlay with a decibel rating over 40 is an excellent choice for noise reduction.

You can find our full range of recommended Acoustic Underlays here.

There are plenty of environmentally-friendly choices within our underlay range.

Most PU Foam (polyurethane) underlays are made from recycled foams, which have been manufactured for soft furnishings such as sofas, cushions and chairs.

Rubber crumb underlays are made from recycled car tyres, so are a great choice to limit your carbon footprint.

Laminate flooring requires a purpose produced underlay.

Laminate flooring underlays will be thinner, with a very high density, to give your laminate flooring stability and support.

Duralay Timbermate Excel is a market-leading laminate and wood floor underlay that we would recommend for almost all installations.

Installation techniques vary between underlays and will depend on whether your carpet is being stretch-fitted (onto gripper rods) or using double-stick (carpet adhered to underlay and underlay to the sub-floor).

In most instances, the underlay will be laid with any branding facing upwards. This can vary too, so it’s important to check the product specifications.

Check out our guides to laying carpet underlay and laminate underlay here.

This is a method of carpet installation used frequently in contract settings or when using natural floorings such as sisal, seagrass, coir and jute.

The underlay is tacified to the subfloor and the carpet (or other flooring) is permanently adhered to the underlay to prevent expansion and contraction of the carpet or movement under heavy footfall.

Not all underlays are suitable for this method of installation, so please check the product technical specification.