Delivery and Returns
We offer free delivery within the UK mainland. Please note however that delivery charges may vary depending on your location. Remote areas of the UK mainland and those outside the UK Mainland may incur an additional delivery cost. Please do not hesitate to contact our Customer Services team for further information.
We aim to have all items in stock dispatched within 2 working days of the order being placed, although on rare occasions it can take up to 28 days. Your goods will be dispatched using a signed for courier service, you will receive an email confirmation of the dispatch from ourselves which will contain the tracking number and courier used. You can then track and trace your order right to your door.
Our couriers will attempt to deliver your goods between 9.00am and 6.00pm Monday to Friday and will always aim to have the goods signed for. If you have information you wish to give the couriers for example, a safe place location or day/time not available please add this to your order in the comments box provided.
In the unlikely event we are unable to deliver your goods within the stated time period we will contact you via email and or telephone to update you on the expected delivery date. We will use the email and telephone number provided when the order is placed.
Please note – Due to an unprecedented increase of orders over The Black Friday sale event the delivery time may be extended by a few days, we will try our best to deliver your item as soon as possible.
Our Customer Services team are happy to help with any queries and can be contacted by email: email@example.com
or by telephoning 0113 887 9393
Delivery Charges for Highland Postcodes-
Delivery Charges for Offshore Postcodes-
Please note that the delivery charges shown are based on one item per order, the actual cost may vary depending upon the quantity, size and weight of the items, you will be informed via email of any changes to the delivery cost prior to your order being dispatched.
We offer a 30-day peace of mind return policy on any product bought from us. If you aren't completely satisfied with any product you have purchased from us, please contact us within 30 days from the day you have received the product and our customer service team will guide you through the return process.
Please note our returns policies are subjected to the terms and conditions within the The Rug Shop UK webpage.
You are responsible for the return costs of your order. You can arrange for the return using a courier of your choice or alternatively we can arrange it for you. Please note our courier collections are considerably more expensive than the original delivery cost as it is a "one off" collection rather than the courier picking up multiple items from our warehouse at one individual time.
If you would like us to arrange the return for you the cost will vary depending on the item being returned, we will inform you of the cost before proceeding. The full value of the original order (including any original delivery fee) will be refunded minus the collection cost.
2. Our returns address is:
The Rug Shop UK
S&R Business Park
94 Garnett Street
West Yorkshire BD3 9HB
Please note that made to measure, bespoke and special order items cannot be returned, please ensure that all measurements given to us at the time of ordering are correct. Pile shedding and shading is a natural characteristic of some rugs, especially those made from wool or acrylic, this is not a manufacturing defect.
In the unlikely event that your goods arrive damaged or imperfect we will happily exchange it or issue a full refund. This must be communicated to us in writing or email within 3 days of receiving your item. Items must be returned in their original packaging if possible or returned using suitably strong material, we will issue a full refund once the item has been received and checked by us.
All our goods are checked and securely packaged before they are dispatched, your goods should be delivered to you in the same well packaged condition. If you receive an item and the packaging is damaged, please sign for the parcel as damaged on the courier's delivery note, this will aid us in verifying that the item is damaged.
If you need any further information regarding the delivery or return of your goods, please don't hesitate to contact one of our customer service representatives on 01138 879393 or email us at firstname.lastname@example.org
*Note: Custom Made Rugs are non-returnable and cannot be cancelled once the order has been placed.