Delivery & Returns Policy
1. How long does delivery take?
We use an overnight courier service as standard. Our aim is to dispatch most orders within 24 hours of receiving cleared payment, unless otherwise stated. Please check the product desctiption for delivery times. In busier periods delivery within the UK can take up to 7-10 working days from receiving cleared payment.
Please note: Delivery make take longer if you do not live within mainland UK or if the product of your choice is made to order.
2. Will you deliver to alternative address?
We can organise for your order to be delivered to an alternative address. Please use the "Shipping Address" option on our checkout page.
3. What happens if I miss the delivery?
If you miss your delivery the courier will either attempt to deliver your order to a neighbour or will leave a card through your door, asking you to contact them to re-arrange re-delivery on a day convenient for you.
4. How much does delivery cost?
Standard delivery to all Mainland UK destinations is FREE of charge. If you would like for your order to be delivered on a Saturday or if you live outside the Mainland UK please see our charges below.
- Standard Mainland UK - FREE
- Saturday Delivery - £20.00
- Highlands - £10.00
- Northern Ireland - £20.00
- Offshore Locations - £20.00
- EU Delivery - £35.00
- Wordwide Delivery - Please contact us for a quote.
5. Do you deliver internationally?
We are happy to deliver to most destinations worldwide and will often subsidise part of the cost of delivery. A typical delivery to any EU destination should not be more than £35. If you live abroad and are interested in one of our rugs please do contact us for a quote.
6. Can I try the rug first to make sure it is right for me?
We understand that sometimes you need to see the rug in your own home to make a decision. We are happy to send you the rug of your choice for a trial. Please purchase the rug of your choice and notify us within 48hrs from the receipt of the rug that you wish to return it. Please follow our returns procedure to return the rug.
7. How do I return the rug?
If you are not confident the rug works for you please contact us within 48 hrs from receiving the rug and return it to us in the original condition and packaging within 14 days for a full refund or exchange. Please note this option is only available for orders delivered within the UK. The buyer will be responsible for covering the cost of returning the goods to us and will be under a duty to take care of the goods until they are delivered to us. Please do not return your rug without contacting us first as your return will not be accepted.
Upon receipt of the return we will inspect the rug and issue a refund within 7 days.
Unfortunately we are not able to refund goods lost or damaged in transit when being returned to us.
If you live in the EU you may still return your rug.
Please note: We subsidise delivery costs to all EU destinations. Should you chose to return your rug, an administration charge of 10% of the cost of the rug or £50 whichever is the greater, will be applied before the refund is issued to cover delivery charges incurred by us.
Please note: Unfortunately we are not able to offer exchange or refund for custom made and special orders.
8. Can I cancel the order I placed?
You can cancel your order any time before it has been dispatched. If you would like to return you rug after it has been delivered, please see section 7. Please note that custom made orders or special orders cannot be cancelled or returned once an order has been placed.