New! Book a Store Appointment, check availability. Read about our Coronavirus Precautions and FAQs. 

Help Centre

Coronavirus

As a homewares retailer (which have Government exemption to open) we have been working hard to ensure our products are available to customers in the safest possible way ahead of reopening.

We are now initiating a stage 1 trial, of one to one pre-booked appointments with only one customer in store at any one time. This will be live from Tuesday 12th May in selected stores in England. If successful, we will progress to a stage 2 trial. Rest assured, we are putting our teams and customer safety first, and feel confident we have the right technology and processes in place to take our first steps forward.

If you’d like an appointment, you can check whether your nearest store is offering this service: Book a Store Appointment.

Rest assured, we’ve put extensive measures in place to ensure your safety and the safety of our teams comes first. Further information can be found in our Coronavirus precautions.

In the meantime, we ask you to take care of yourself and your loved ones and we’ll see you all soon!

How can I place an order?

We have introduced one-to-one appointments in selected stores in England as part of a trial. If you’d like an appointment, you can check whether your nearest store is offering this service: Book a Store Appointment. Alternatively, please call us on 03330 150 501 and our super friendly and experienced advisors will be delighted to help.

I had a fitting date booked before lockdown, when will you get in touch to confirm a new date?

If our store is open, then we will endeavour to get in touch with you as soon as we can to re-book your fitting date. Check our website to see if the store where you purchased from is open, and if you haven’t been contacted, please get in touch either by calling the store direct or via our other methods of communication which can be found here.

I had a home visit booked before lockdown, when will I hear from you?

We are restarting our mobile showroom service shortly. If you had an appointment booked and this was postponed (and you were contacted by the store), then we should get back in touch to re-book this visit. If you were not contacted and would like us to visit your property to perform this service, please get in touch here and our call centre will get in touch very soon. If you would like to attempt to perform your own calculations (you may wish to avoid a home visit just at the moment for example), here is the link to a guide one of our or advisors has put together to help.

I was due to have a home visit but would like to postpone for personal reasons. What is the easiest way to do this?

If our store is open that is due to perform your home visit, then please try and call us with your request to postpone. You can check here to see who has re-opened. If you cannot get through or would prefer to email us, please send your request with your contact details and postcode to info@tapi.co.uk advising of your wish to postpone/cancel your home visit and we will ensure this is taken care of on your behalf.

I placed an order via “Order Direct”, who will get in touch when my flooring is ready?

If our store is open, then we will endeavour to get in touch with you as soon as we can to let you know when your flooring is ready for installation. We trust you will receive confirmation automatically when your flooring arrives in-store, however, if you would like to check on your order, please see if your local store is open and contact them directly for the most up to date order status. Please note, we are expecting some minor delays whilst we operate on smaller teams to ensure the safety of our customers.

What safety measures have you taken to ensure a home visit is safe for me and my family?
We will get in touch to ensure you and your family are happy to proceed with the home visit. All our advisors have PPE equipment and will be wearing this prior to entering the premises. They also carry hand sanitizers in their vehicle and are instructed to use these prior to and after visiting a customer’s home. We will explain that we will be adhering to 2-metre social distancing regulations and that during the measurement process, our staff members will require the room to be empty of other individuals to complete the process safely. Unfortunately, we cannot accept cash during a home visit and would ask all transactions taken, where applicable are via our PDQ equipment. This will be sanitised before handing this over to you.
What safety measures have you taken to ensure a store visit is safe for me and my family?

We are trialling an appointment-only booking system at present and allowing only one customer or couple into our stores at any time. To book an appointment please visit our website to ensure a store nearby is open and operating this service. We would ask that for the foreseeable future, customers try to restrict the numbers of people attending an in-store appointment. This is for the continued safety of your family as well as our staff members. The staff member who invites you into the store will provide details whilst on-site of any measures specific to the store which you need to be aware of. We will invite you to use the hand sanitisers which are available throughout the store and have a working sink on our shop floor to provide regular clean-down facilities after each customer visit. The stores trading hours have been reduced in order to allow our staff members an appropriate amount of time to perform a thorough clean in the mornings and evenings after appointments have finished for the day. If you have any specific questions, or require further information, please get in touch with our customer support team via info@tapi.co.uk or live chat when available via our website.

What safety measures have you taken to ensure a visit from a fitter is safe for me and my family?

We have issued all fitters with comprehensive instructions to ensure safe practices are maintained throughout the fitting process.
Before the visit, your fitter will call to confirm the appointment and outline the protocol they will follow during their visit. Please let the fitter know if anyone in your property is self-isolating or showing any flu- or cold-like symptoms. Upon arrival your fitter will be wearing PPE (face shield, mask, gloves and overshoes) and will use hand sanitiser. You will need to adhere to the social distancing rule of 2m, and we ask that you leave the room while the fitter is working.
Please pay your fitter using the PDQ or via a bank transfer.

How will social distancing work with fitting installations going forward?

Our fitting partners will call in advance to ensure the property is a safe environment in which to install your flooring. Our fitting partners will have hand sanitizers which they will use regularly as well as wearing PPE whilst undertaking your installation. We would ask you pay the installer via credit card, bank transfer and avoid payment via cash. We would normally ask for a customer signature at the end of the installation to confirm your overall satisfaction with the work performed but at present, we have requested no paper-based items are offered to customers for this purpose. Our fitting partner will instead ask if he can take a picture of the flooring in-situ. You may be asked if you are satisfied with the work to express this via a ‘thumbs up’ although the taken image should not include customer’s face. You are at liberty to ask to see the image before the fitting partner leaves your premises.

How will social distancing work with home visits going forward?
Tapi has taken every precaution to ensure our in-store colleagues are maintaining safe practices with the public. Before the visit is carried out, a member of our team will call you to determine the safety of the visit. Our colleagues will be equipped with PPE (Mask, gloves & overshoes) and will ensure their hands are sanitized before knocking on your door. We will explain that we will be adhering to 2 metre social distancing regulations and that during the measurement process, our staff members will require the room to be empty of other individuals in order to complete the process safely.
Is it safe to have a home visit?

With the safety precautions Tapi have put in place, a home visit is a safe and simple procedure. Our colleagues will be equipped with PPE (face shield, gloves & overshoes) and we will be adhering to 2 metre social distancing regulations and that during the measurement process, our staff members will require the room to be empty of other individuals in order to complete the process safely. If you have any concerns with the visit, please do not hesitate to call ahead of time to clarify how the process will work.

How do I arrange a home visit?

To arrange for us to measure your property and provide a quote you can click on the ‘Free Home Visit’ icon at the top of the website or alternatively click this link >>

This will bring the Tapi store to you with a knowledgeable consultant who will help provide a quotation, discuss styling options and highlight any fitting requirements. If you have any concerns over the safety of your home visit, please check out our other FAQ’s on the topic.

I have claimed an Early Bird discount online - how do I pay my £99 deposit to secure the 20% discount?

Please call us on 03330 150 501 and our super friendly and experienced advisors will be delighted to help.

I paid a deposit for your ‘early bird’ offer. What happens next?

If you have contacted our Order Direct line during our temporary closure and placed a deposit to secure the ‘early bird’ offer, our stores will begin calling customers in due course to complete your order. Under our terms and conditions, you have 3 months from the date your local store re-opens (based on your postcode) to place your order. If you have placed a deposit and would like to order your flooring so that it arrives as soon as possible, please get in touch with your local store (but please check to ensure they are open and they will be able to pull up your order details. If you are unable to reach your local store for any reason, please contact Customer Support Via info@tapi.co.uk or our Order Direct line on 03330 150 501 for further assistance.

Will you still uplift my old carpet?
From uplifting and removing your old flooring to preparing your new subfloor with screed or ply board, our fitting partners can carry out a range of additional services if required. Our fitting partners will continue their safety precautions when removing carpets and flooring from your home, meaning more time for you to enjoy your brand-new flooring.
I bought flooring from you on interest free credit and would like to enquire about a payment holiday. How do I do this?

We appreciate that current circumstances have been financially impactful, and you may want to adjust your outgoings for a short period of time. If you have been financially impacted by the coronavirus outbreak please call Barclays Partner Finance directly who may be able to help.

Will you take my old flooring away?
Yes, we feel leaving you with the problem of disposing of your old floorcovering is not the Tapi way and especially in the current circumstances, this keeps you home and safe and not having to go out is an added benefit we as we have the capability of doing this for you.
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