Shipping & Returns
Free Delivery & Tracking
STANDARD DELIVERY IS FREE to mainland UK addresses, other than parts of northern Scotland. Delivery can be made to your home address or an alternative such as a neighbour, family member or friend, or a work or business address.
Typical delivery timescales are 2 to 5 days, and you can see the delivery timescale for your rug on its order page on our web-site. You will receive an e-mail with delivery details when your rug is dispatched. Deliveries are made weekdays 8.00am-5.30pm (see Delivery Options below for Saturday deliveries).
No Quibble Returns
A rug may be returned for any reason. Please inform us by e-mail (firstname.lastname@example.org) or phone (01273 358021) within 7 days of receipt and we will send you detailed information on how to return, including advice on good value carriers. The return is at the customer's expense. You must return the rug in good condition within 14 days of receipt. Please note that special delivery charges (Saturday Delivery, Named Day, Location surcharges etc) are not refundable as part of a return. Special order rugs made to customer specifications are not returnable other than in the case of faults.
Refunds are made to the credit/debit card or PayPal account used to order, or in the case of cheque payments by bank transfer to the original bank account.
Price Match Promise
We always try to offer the best prices available. However, if you do find one of our rugs cheaper on another UK website, just let us know and we'll match it and then better it by £5! The offer does not include auction web-sites. Please check the full price, including VAT and delivery, and that the rug is in stock for sale.
Call on: 01273 358021 or use our easy contact page to email us: CONTACT US.
Within the Free Delivery areas, you may also select:
- Named Weekday Delivery £ 4.50
- Named Weekday Delivery Before 1:00pm £10.00
- Saturday Delivery £20.00
- Saturday Delivery Before 1:00pm £35.00
These options can be selected during the ordering process.
UK Addresses with Delivery Charges
Delivery charges apply to Northern Ireland, offshore UK islands, Scottish Highlands and remote Scotland. This is due to the surcharges our carriers make for these locations. Our online ordering system will identify if your location is in one of these areas. It will also give our current standard surcharge, but you may wish to e-mail or call to discuss your order in these cases.
Delivery Outside the UK
Please contact us with details of your order (rug name, size and your delivery address and post code) by e-mail to: email@example.com or call: +44 1273 358021. We will then calculate and give you the price for your delivery.
In the unlikely event that a rug is faulty please contact us at once and within 7 days of receipt at most by email, and we will arrange a refund or replacement as agreed. The rug must remain in unused condition. Please note that most of our rugs are hand crafted and that some variation is to be expected. Due to differences in colour reproduction on different computer screens, and to personal interpretations of colour terms, we cannot accept colours varying from expectations as a fault. Shedding of excess fibre is a natural feature of many rugs, especially wool rugs. This process does not damage the rug and is not a manufacturing fault. Small rising fibres may also be found at first, and these should simply be cut to the level of the pile.Please call or email for any other advice.
If you change your mind and wish to cancel your order, you must do so before the order is processed for dispatch. Please inform us as soon as possible by email, quoting your order number.
If you have a back order and wish to cancel, please do so by e-mail, quoting your order number.
In both cases, the email address is: firstname.lastname@example.org. Please quote your order number.
You will receive a reply confirming cancellation.
Special order rugs made to customer specifications may not be cancelled once instructed.
We only ever use payment providers who are recognised throughout the industry as offering the most secure systems. All payment information is securely encrypted using state of the art SSL encryption technology. Our main payment processors are SagePay and PayPal.
For credit/debit card payments, we won't actually take payment until your rug is fully confirmed as in stock, ready to send.
FULL details of all of the above services are available in our TERMS & CONDITIONS