Returning your rug
FREE COLLECTION -
Notify us within 7 days of receiving your rug, and we will collect it from you free of charge.
PLEASE NOTE, THIS APPLIES ONLY TO RUGS WHERE THE CUSTOMER HAS PAID £70 OR MORE FOR THE RUG IN QUESTION.
If you wish to return one rug that you paid less than £70 for, unfortunately Free Returns does not apply, although we can recommend www.interparcel.com for very cheap courier services.
If you are returning a rug that cost more than £70, then you DO qualify for Free Returns. This applies to UK mainland customers only, and is limited to one collection for a maximum of 1 rug per customer.
If you miss the collection that we arrange, i.e. if you are not in when they come to collect, then you are responsible for arranging a new courier - we can help with this or re-arrange it for you for £15.
If you want to return a rug outside of the 7 days or you want to return a second rug, we can arrange a collection for you (UK Mainland customers only), at a cost of £15.
For returning a rug from outside of Mainland UK, please feel free to ask us for the dimensions and weight before placing your order so you can get an approximate return cost via www.interparcel.com
If you return a rug following the instructions given, you will receive a full refund, no questions asked*.
You must notify us within 30 days of receiving the rug that you wish to return it. We can help you to arrange the most cost effective shipping if it is outside our 7 days free returns period.
*see details below for how to package your rug safely for return.
NOTE: PLEASE TAKE A PHOTO OF THE RUG WHEN READY FOR COLLECTION SO YOU HAVE PROOF OF HOW IT WAS PACKED, IN CASE THERE ARE PROBLEMS WITH THE COURIER. WITHOUT THIS PHOTO, WE HAVE NO WAY TO VERIFY WHEN MAKING CLAIMS WITH THE COURIER.
You must package the rug sufficiently well, so it arrives to us in perfect condition. The easiest way to do this is to unpack the rug carefully and use the same packaging to return it (with lots of strong tape). If you require new packaging to return the rug, we can send it to you (CLICK HERE - £7+£3postage). IMPORTANT: If it is poorly packaged and arrives back to us damaged, then we will not be able to refund you or exchange the rug.
INSPECTION AND REFUND
Once the rug is returned to us, we will check it for damage. As soon as this is done, we will either refund you or send an exchange - as you wish. A refund usually takes about 3 days to appear back in your account. We can only refund you by reversing the original transaction, so the money will go back in to the account you paid from.
Click here for our returns policy on rugs which have been especially made to order.
The returns address is:
Please include THIS RETURNS FORM with the package (pdf).
In the unlikely event that there is something wrong with an item that we send to you, or you receive
something other than what you ordered, then we will pay for the
return shipping. We will however only send the new item once the original is back and has been checked. We wish this were not necessary, but we have received returns such as the one below which had no packaging whatsoever and therefore was ruined in transit...
If you have any other questions , please contact us.