Delivery terms on this page apply to all orders except for custom made rugs (see Terms & Conditions page for custom rugs terms).
When will you receive your rug?
It is our aim to get your order to you as quickly as we can. Inevitably, some rugs take longer than others. Each rug on our website has an “estimated delivery” section on its product page (just below the images). This estimate is also re-stated on your order confirmation email. The "estimated delivery" is based on mainland UK delivery destination. International orders may take longer to deliver due to possible in transit and/or customs delays, which are outside our control.
How much does delivery cost?
Standard Delivery: We offer free standard delivery to Mainland UK addresses (see excluded postcodes below). "Standard Delivery" means that your rug should arrive during working hours (8am - 7pm) on a working day (Monday - Friday).
Once your order has been collected by the courier, you will receive an email from us confirming dispatch and providing courier and tracking information. You will then be able to monitor the progress of your delivery by tracking your order on the courier’s website.
Morning/Saturday Delivery: For an additional fee, we can arrange for your order to be delivered on a “before 10.30”, “before noon” or a “Saturday delivery” service. Please note that the additional fee does not speed up the dispatch of your order. We will ship your order to you as soon as it is ready for dispatch. The additional fee is payable to cover a surcharge couriers charge us to narrow down the delivery window. With regard to “Saturday delivery” requests, we aim to deliver on the first Saturday within the estimated delivery window, or the Saturday immediately following that delivery window.
Excluded postcodes: Please note that deliveries to some areas of the Scottish Highlands, Northern Ireland & offshore locations are not free of charge (postcodes that incur a delivery charge include: BT, HS1-9, IM, IV7, IV9-12, IV14-56, KA27-28, KW1-17, PA20-79, and PH17-50, TR21-25, ZE). Please see the table below for delivery charges to these postcodes.
*Please refer to the size guide table below
Delivery instructions
Should you wish to leave any specific delivery instructions for the courier, you will be able to do so by entering them in the "Comments box" during checkout process.
Missed Deliveries
Please track your delivery online once you receive your courier and tracking information. If delivery is attempted by the courier while no one is present at the delivery address, the courier will leave a card through the door with information on how to re-arrange delivery. Should you require any assistance, please contact us and we will be happy to help.
International Deliveries
We are able to send rugs to most international destinations and the cost of shipping will depend on the rug(s) being shipped and delivery address. To get a delivery cost estimate, please see table below. We are continuing to deliver to most European destinations. Please refer to the tables below for estimated delivery charges. The actual delivery charge applicable to your order will be calculated at checkout based on current courier rates, item(s) and destination. Please note that for all international deliveries (including European deliveries, due to recent Brexit related changes), you may be liable to pay import duties, taxes, charges, fees etc on your purchase in your delivery country. If your delivery destination does not appear on the table below, please contact us (see Contact Us page) and let us know what rug(s) you are interested in and the required delivery address.
*Please refer to the size guide table below
Size Guide
Our obligations:
· We will deliver your item(s) to you in the condition stated by us on this website i.e. new unless otherwise stated.
· We will dispatch your item(s) to you in a timely fashion.
· Please be aware that we cannot be held responsible for any errors caused by the courier. Even though we do use a reliable courier service, some delivery issues may occur that are outside our control.
· In case of delivery delay or failure, and/or the failure of the courier to provide an adequate explanation to you, we will intervene on your behalf and rearrange delivery.
Please note:
· Upon receipt of the item(s), it is your responsibility to check the condition of the package and packaging. If the item looks damaged or dirty from the outside, please do not accept it as we are unable to pursue claims against the courier if the item(s) is/are signed for. If you did not or could not inspect your item(s) when delivered, please make sure you sign for the item(s) and write a note next to your signature as ‘not inspected’.
· Should you need to make any changes to your delivery details, you will need to inform us via our helpdesk message or telephone (please see our Contact Us page) stating your order number at the top of your message/during your call. An extra charge may be applicable in case the package has already been collected by the courier.
· In case of delivery delay or failure, and/or the failure of the courier to provide an adequate explanation, you must inform us immediately via our helpdesk message (please see our Contact Us page) stating your order number at the top of your message.
Note: You will not be able to change the delivery details with the courier without prior written consent from us. If you would like to change the delivery address for example, you will need to contact us via our helpdesk message or telephone (please see our Contact Us page) stating your order number at the top of your message/during your call and requesting the delivery to be redirected to a different address. We will then get in contact with the courier and redirect your package, but please note that there will be an extra fee payable by you for this service, which will be the fee chargeable by the courier.
