To submit your return request, enter your order number (5 digits, always starting with #2, e.g. #20123) and the email address used to place the order.
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Returns & Exchanges
- No need to contact us — our simple return portal makes the process quick and easy with no waiting for authorisation or return references. Rug Love does not offer free returns. While delivery is free on all orders, customers are responsible for arranging, booking, and covering the cost of any return shipment. We do not provide return labels or arrange courier collections, so all returns must be organised directly by the customer. In addition, all return requests must be submitted through our online Returns Portal. Please bear this in mind before placing your order. To be upfront and transparent, Full return information, including the returns portal link, estimated return costs, is provided on every product page, in your order confirmation email, and via our chatbot. Once a return request has been submitted through the Returns Portal, comprehensive return instructions are provided covering all return scenarios, including packaging requirements, courier recommendations, return address details, exchanges, faulty items, and refund timelines and procedures. Only Rug Love order numbers will work. Please enter your order number as shown on your confirmation email (always starts #2 for example, #23222). Courier tracking numbers, PayPal transaction IDs, Klarna references, card payment references, supplier references, or any other order references cannot be used to access the portal. The Returns Portal is operating normally with no known issues. We have full visibility of return portal activity, including successful submissions and unsuccessful access attempts. If you experience any issues, we can review the portal logs to determine the cause and assist accordingly.
- Use it for returns, exchanges, faulty items, incorrect items, or courier damage (upload images if relevant).
- We’re proud to be the first rug store to offer an automated returns process, making your experience simple and seamless.
- Customers are responsible for arranging their own return courier once the return request is submitted through the portal.
- Please measure your space before ordering to prevent avoidable returns and review return costs in advance especially for large rugs.
- Just type “return costs” into the chatbot or view the Returns tab on every product page or link in your order confirmation email.
- Instant answers to all return queries are available in our chatbot.
