Simple Automated Returns: No need to go through the hassle of contacting us :) Our process is streamlined for your convenience. Say goodbye to the inconvenience of waiting around for return references and authorization. We take pride in being the first rug store to introduce an automated returns process designed for your utmost ease and a seamless experience. Please utilize the return portal below to submit your request, whether it be for a straightforward return or exchange, a faulty item, an incorrect order received, or damage caused by the courier. Upload images of the issue if relevant.
How do I return?
Simple Automated Returns: No need to go through the hassle of contacting us :) Our process is streamlined for your convenience. Say goodbye to the inconvenience of waiting around for return references and authorization. We take pride in being the first rug store to introduce an automated returns process designed for your utmost ease and a seamless experience. Please utilize the return portal to submit your request, whether it be for a straightforward return or exchange, a faulty item, an incorrect order received, or damage caused by the courier. Upload images of the issue if relevant.
Before placing an order, it's crucial to emphasise the significance of familiarising yourself with the potential costs associated with returns, especially for large and bulky items. We emphasise the importance of measuring your space prior to placing an order to prevent unnecessary return costs. Familiarize yourself with our return and refund process, product/colour disclaimers, warranties, hand-made, jute, and sisal imperfections as well as wool and shaggy rug characteristics like shedding and flattening. This information is crucial for making informed purchases. You can find a link to our return portal and our return policies in all email communications you receive from us.
All returns must be submitted via this returns management platform to qualify for a return and refund. We cannot accept them in person. All returns must be sent through a courier; there are no exceptions to this policy. Upon receiving your returned rug, our team will thoroughly inspect it. You will receive two separate email notifications: an acknowledgment of the receipt of your rug and confirmation regarding your refund. Please allow up to 48 hours post-receipt for processing and updates before inquiring about your refund status. After inspection, a refund will be initiated to the original payment method, and you'll be notified via email. Refunds may take 3 to 5 business days to appear in your account, depending on your bank's processing time, which varies by bank and cannot be expedited by us. Our refund email confirms the successful completion of your refund. For payments made via Klarna, ClearPay, or Laybuy, check your account with them for refund status. Please notify us promptly of any issues, even if you plan to keep the item for a few days to see if the issue resolves itself. This will allow us to log the problem with the manufacturer and increase the chances of a successful claim if necessary.
We have tried to make our return process as simple as possible, providing comprehensive guidelines which set us apart. Many retailers simply provide the return address and leave the rest to you. We have tried to cover every scenario to make the process as easy as possible. In fact, we provide the most comprehensive details of any rug store and have tried to cover every scenario. While returning large bulky items will never be 100% fool proof, we have striven to provide as much information as possible. EXCHANGES
If you need to exchange an item due to a sizing issue or if you would like a different rug, please use our automated returns portal at https://www.ruglove.co.uk/a/returns. Select the exchange option, then choose the correct size you wish to replace it with, or specify the new rug you would like in the text box. We will only send the replacement after we have received the original item back. This policy is in place because we've experienced issues with items not being returned by customers. If you'd prefer not to wait for the replacement rug through our exchange process, we recommend re-ordering the correct-sized rug or new product and then requesting a refund for the original one. Once we receive the rug you wish to exchange, we will process and send you a new order. We will adjust the price accordingly and either refund the difference or issue a new invoice for any additional amount owed.
RETURNS POLICY
There's no need to reach out directly for returns, exchanges, or issues with faulty or incorrect items. Our process is streamlined for your convenience. Simply visit our returns portal to initiate your return or exchange. Once we've received your rug, you'll get an email confirmation, followed by a refund notification after a 48-hour inspection.
Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering.
Key Points to Note:
• If you've changed your mind, items can be returned within 14 days of receipt for a full refund. If you're aiming for a precise color match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.
• Items should be returned in their original, unused state and packaging, or in robust polythene.
• Returned items should be in a condition fit for resale and fully enclosed in packaging.
• Please ensure the item is free from household odors, food, pet smells, and pet hair.
• Refunds won't be processed for rugs dispatched in bin bags; such items will be sent back to the sender.
• Rugs sent back not adhering to our guidelines may incur a restocking fee, based on the item's condition and resale value.
• Rugs should be returned rolled up, not folded. Avoid taping over the rug's label.
• Package the rug as you'd wish to receive it.
How to Proceed:
1. Head to our return portal and input your order number and email. Click "Start".
2. Follow the on-screen instructions, choosing the items you wish to return.
3. If you've chosen the wrong size, select the exchange option and specify your preferred rug and size in the comment section.
4. Once done, you'll receive a confirmation email detailing return shipping instructions.
5. For faulty or incorrect items, please upload clear images.
6. We only accept returns via courier; in-person returns are not available
Note: We don't accept returns for unwanted items beyond the specified 14-day window. Any late returns will be sent back to the sender.
Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.
PRODUCT RETURN POLICY FOR DEFECTS
Should you receive a rug with defects or damages, it's imperative to inform us immediately upon receipt. If feasible, kindly bring this to the attention of the delivery personnel. To expedite the claims process, upload clear pictures demonstrating the defect or damage to our return center portal. Additionally, please indicate your desired day/date in the comments section for the product pick-up by the manufacturer.
It's crucial to communicate any manufacturing defects to us within 3 days of receiving the item. Beyond this period, the consideration of faulty claims becomes discretionary. We emphasize checking your rug upon its arrival, including a thorough inspection of its backing, even if you don't plan on using it immediately. Any failure to report defects promptly cannot be attributed to Rug Love. All decisions made by the manufacturer regarding defects are conclusive.
Typically, we anticipate our products to have a lifespan of at least 6 months. However, this isn't a promise of replacement or reimbursement. Post 30 days from the purchase, your entitlement is to a repair or replacement, and after 6 months, replacements or refunds are only possible if it's proven that the rug was defective at the time of purchase.
All defective product claims will be addressed by having the manufacturer collect the rug for detailed inspection. This process can take up to 5 working days for us to receive their verdict. If the rug is not deemed defective, it will be returned to you. If the defect is confirmed, a replacement will be dispatched. The manufacturer's determination in such matters is binding.
Kindly note that any collections coordinated by the manufacturer for defective items are set for the whole day; specific timing cannot be guaranteed, and weekend collections aren't available. While we strive to deliver perfection, mishaps can occur. As an exclusive online retailer, Rug Love addresses such concerns through courier services, necessitating someone's presence at home during the collection day. If this poses a challenge, we recommend choosing a retailer with a physical storefront for easier returns. Please factor this into your decision-making prior to making a purchase.
Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.
PRODUCT COLOR & DESIGN DISCLAIMER
At Rug Love, we strive for transparency and clarity regarding the colours and designs of our products. However, as with all online retailers, there are inherent challenges with capturing and representing colours accurately. Our colour/image/design disclaimer is to prevent engaging in disputes & differing opinions regarding product colours and designs.
• Accuracy of Product Images:
The images of our products, provided by manufacturers, are universally used by rug stores across the UK. There's a level of subjectivity in colour interpretation, and device screens can portray colours differently due to varying settings and lighting conditions.
• Guidance, Not Guarantee:
Our product images are intended to guide and give a general idea. We do not guarantee an exact match to the real-life product in terms of colour or design. Rug Love is not responsible for slight variations unless they are due to manufacturing defects.
• Informed Decisions:
We surpass most rug stores in the detailed specifications we provide— from pile height to material composition. Our augmented reality Rug visualizer, the 1st in the industry, allows you to visualize our products in your space, aiding your selection process.
• The Nuance of Colour:
Descriptions like 'White', 'Ivory', 'Cream', 'Beige', 'Teal', 'Duck Egg', 'Natural', and 'Rustic' can be subjective. Most rugs described as 'white' tend to lean towards cream or ivory. If you are aiming for an exact shade or trying to match existing décor, we recommend seeing the rug in person.
• In-Person vs. Online:
While we've made every effort to represent our products authentically, there's a different experience to seeing a product firsthand. If you have very specific requirements, visiting a rug store in person might be the best approach. Should you wish to return a product due to colour discrepancies (barring manufacturing faults), please refer to our standard returns policy. A full refund will be provided as per the policy guidelines.
If you find any aspect of our disclaimer unsatisfactory, we kindly suggest opting for in-store purchases. It's our priority to set clear expectations to ensure a satisfying shopping experience. Always remember to review our colour and design disclaimer prior to making a purchase. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.
HANDMADE RUGS DISCLAIMER: AN IMPORTANT NOTE
Our collection of Handmade and 100% Jute rugs is meticulously crafted by hand. This means each rug has its own unique character, which might include minor variations in colour, design, size, pattern, yarn, stitching, and texture. These variations, known as 'Abrash', along with natural fibre shedding and the presence of loose threads, add depth and charm to every rug.
If you are particular about uniformity and perfection, a handmade or natural jute rug might not be for you. In such cases, we recommend machine-made rugs created from synthetic materials for a more standardized appearance.
Specifically, our delicate loop pile wool rugs, like La Paya, Delilah, and Savannah, might be prone to snags, especially from pet claws or heels. Any small imperfections can usually be trimmed without any issue. Before making your purchase, please check the product description where we mention potential imperfections and other characteristics unique to handmade or jute rugs. It's essential to note that even if a rug is exchanged, its replacement will still exhibit its own set of unique attributes.
We caution pet owners considering a jute rug, as pet claws can result in unwanted snags and pulls. A rug made of polypropylene might be a more durable choice for such households.
While we strive for accuracy in rug dimensions, there can be variations up to 4%, a standard deviation in the industry. This variability is especially true for our handmade collection, where each rug is distinct. Such minor irregularities are the very essence of handcrafted items, enhancing their charm and uniqueness.
For those ordering multiple units of the same handmade rug, please understand that each rug will have its distinct design, size, pattern, and colour, given their handcrafted nature. If perfect consistency is crucial for you, we recommend opting for machine-made options. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering.
WOOL RUGS AND SHEDDING: WHAT TO EXPECT
Wool rugs, genuine sheepskins, and some deep-pile shaggy rugs have a natural tendency to shed – this means fibers may come loose. It's not a flaw in the manufacturing process but a natural characteristic of these materials.
Here's what you need to know about shedding:
1. Shedding is Expected: Every wool rug will shed. The amount of shedding will reduce with time and wear, but it's essential to note that some rugs may continue to shed throughout their lifespan. On average, it takes between 20-25 vacuum sessions to significantly reduce shedding.
2. Not a Fault: We cannot accept returns for wool or genuine sheepskin rugs based on shedding, as it's an expected behavior. If you're concerned about shedding, you might prefer a machine-made rug crafted from synthetic materials.
3. Product Details: We always emphasize in our product descriptions if a rug is woolen and prone to shedding. We encourage customers to take this into account before making a purchase.
4. Durability: Shedding doesn't compromise the rug's durability. For instance, our thick high-pile shaggy wool rugs from the 'Rocks' collection may shed throughout their lifespan, more than typical low-pile wool rugs, due to their dense nature. If this is a potential concern, we'd recommend considering an alternative rug type.
5. New Rug Odor: The distinct smell from a new rug stems from the chemicals, known as volatile organic compounds (VOCs), used during its production. This "off-gassing" is typical, especially with synthetic latex backings. The scent, sometimes reminiscent of a musty aroma due to the rug's animal fiber origin, will dissipate over time.
>P>In summary, it's vital to understand the natural attributes of wool and similar materials when considering a purchase, ensuring satisfaction with your beautiful new addition. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering.
Pile Flattening/Durability/Warranty/Wear
All rugs with pile, over time, experience some degree of pile flattening and matting. This is a natural process and isn't deemed as a manufacturing defect; therefore, it isn't covered by manufacturer warranties. Particularly plush high-pile rugs (4 cm and above) are more prone to such flattening and matting.
Several of our shaggy rug collections, including Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby, are susceptible to a phenomenon known in the rug industry as "sprouting" or "pilling." This is when some threads or strands in the rug pile appear longer than others. If you encounter this, simply trim the protruding threads with sharp scissors. Avoid pulling these threads as it could damage your rug. It's important to note that sprouting/pilling is a typical occurrence, especially in high pile rugs, and isn’t indicative of a manufacturing flaw.
Conversely, short pile or flat-weave rugs (0.8 cm and below) experience this flattening to a lesser extent. If you're concerned about pile flattening, we suggest opting for a shorter pile rug, preferably under 0.8 cm made of polypropylene. Please understand that flattening isn't a defect, and replacing a rug will not prevent the new one from exhibiting the same characteristics with use.
The lifespan of a rug is determined by various factors: its location, exposure to sunlight, traffic frequency, presence of pets and children, furniture placement, and more. Since there's no universal standard for how long a rug should last given the multitude of variables, we focus on initial quality. Any potential faults should be reported immediately upon receipt. After 30 days from receipt, any claims of fault will be approached with the presumption that the rug was in good condition upon delivery. It's crucial to note that after six months, the responsibility shifts to the customer to demonstrate that a product fault existed at the time of purchase if they're seeking repair or replacement. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering.
Product Guarantee
Rugs, like all commodities, are subject to wear and tear based on regular usage. While our manufacturers don't offer a specific warranty, the products we offer fall under the standard sales of goods act, which considers 'reasonable use' and natural wear and tear. Typically, our products are designed to last a minimum of 6 months, but this doesn't guarantee a replacement or refund.
If any issue arises within the first 30 days, legal entitlements allow for a potential replacement or repair, but not a refund. Beyond 6 months, we are under no legal obligation to provide a replacement or refund.
Please remember that your statutory rights remain unaffected.
Pile Shading
At times, you might notice certain areas of a rug appearing lighter or darker compared to its surrounding sections. This isn't due to a change in color but rather an optical illusion resulting from pile direction alterations. The varied reflection of light off the rug's surface, depending on the angle from which it's viewed, causes this phenomenon known as "shading" or sometimes referred to as "Pile Reversal," "Pooling," or "Watermarking."
Rug fibers have a natural inclination to lean in a specific direction. When all fibers lean cohesively, the rug portrays a consistent color. However, with time and usage, some fibers may deviate from this standard direction, causing changes in light reflection. Such deviations are more noticeable in frequently trafficked areas or near often-used furniture but can also appear in less-trodden zones or even beneath furniture. It's not uncommon for brand new rugs to exhibit this trait.
Shading is most prominent in dense, plush, cut pile rugs, especially those with solid or plain colors, while patterns tend to camouflage it effectively. It's worth noting that after a cleaning session, shading might become more pronounced, leading some to believe it resulted from the cleaning. On clarification, most realize that previously unnoticed shading became evident due to altered furniture placement, different lighting conditions, or uniform soiling prior to cleaning.
Importantly, shading doesn't compromise a rug's durability or wear. It's an inherent characteristic of certain rug types and not a manufacturing flaw. Predicting or preventing shading is challenging. However, consistent direction brushing during regular maintenance can minimize its appearance.
Cut Pile Directional Shading
Please note every Rug has a pile direction. That is the direction in which the fibres of the Rug run. With a cut pile Rug, the light is reflected off the fibres in a different manner, making the colour of the Rug appear different—either lighter or darker than the original colour. This effect can often be noticed simply by looking at your Rug from opposite sides of the room. Look at your Rug from one end of the room, then walk to the other end and turn around, and look back at the Rug. You may notice that it appears darker in one direction than the other. This is not a manufacturing fault but simply a natural characteristic of cut pile Rugs. It is worth bearing this in mind based on where you intend on using it and if the rug appearing lighter or darker from one side will present an issue. Consider if this variation in appearance might be an issue. Collections such as Aurora, Craft, Apollo, and Florence exemplify rugs that exhibit this effect
SPROUTING/LONG THREADS ( Shaggy Rugs)
Certain rugs, due to their construction method, can exhibit what professionals in the rug world call "sprouting" or "pilling". This refers to instances where certain threads or strands stand out, being longer than the surrounding pile. If you encounter this, simply trim these protruding strands using sharp scissors. This won't harm the integrity or appearance of the rug. Please refrain from pulling on these longer threads as it could potentially damage the rug. Many of our dense, shaggy rug lines, including Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby, can exhibit this characteristic. It's important to note that sprouting/pilling is a typical occurrence in high-pile rugs and isn't indicative of a manufacturing error.
PRODUCT RETURN POLICY FOR DEFECTS
Should you receive a rug with defects or damages, it's imperative to inform us immediately upon receipt. If feasible, kindly bring this to the attention of the delivery personnel. To expedite the claims process, upload clear pictures demonstrating the defect or damage to our return center portal. Additionally, please indicate your desired day/date in the comments section for the product pick-up by the manufacturer.
It's crucial to communicate any manufacturing defects to us within 3 days of receiving the item. Beyond this period, the consideration of faulty claims becomes discretionary. We emphasize checking your rug upon its arrival, including a thorough inspection of its backing, even if you don't plan on using it immediately. Any failure to report defects promptly cannot be attributed to Rug Love. All decisions made by the manufacturer regarding defects are conclusive.
Typically, we anticipate our products to have a lifespan of at least 6 months. However, this isn't a promise of replacement or reimbursement. Post 30 days from the purchase, your entitlement is to a repair or replacement, and after 6 months, replacements or refunds are only possible if it's proven that the rug was defective at the time of purchase.
All defective product claims will be addressed by having the manufacturer collect the rug for detailed inspection. This process can take up to 5 working days for us to receive their verdict. If the rug is not deemed defective, it will be returned to you. If the defect is confirmed, a replacement will be dispatched. The manufacturer's determination in such matters is binding.
Kindly note that any collections coordinated by the manufacturer for defective items are set for the whole day; specific timing cannot be guaranteed, and weekend collections aren't available. While we strive to deliver perfection, mishaps can occur. As an exclusive online retailer, Rug Love addresses such concerns through courier services, necessitating someone's presence at home during the collection day. If this poses a challenge, we recommend choosing a retailer with a physical storefront for easier returns. Please factor this into your decision-making prior to making a purchase. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase. EXCHANGES
If you need to exchange an item due to a sizing issue or if you would like a different rug, please use our automated returns portal above. Select the exchange option, then choose the correct size you wish to replace it with, or specify the new rug you would like in the text box.
We will only send the replacement after we have received the original item back. This policy is in place because we've experienced issues with items not being returned by customers. If you'd prefer not to wait for the replacement rug through our exchange process, we recommend re-ordering the correct-sized rug or new product and then requesting a refund for the original one.
Once we receive the rug you wish to exchange, we will process and send you a new order. We will adjust the price accordingly and either refund the difference or issue a new invoice for any additional amount owed.
PRODUCT RETURN POLICY FOR DEFECTS
Should you receive a rug with defects or damages, it's imperative to inform us immediately upon receipt. If feasible, kindly bring this to the attention of the delivery personnel. To expedite the claims process, upload clear pictures demonstrating the defect or damage to our return center portal. Additionally, please indicate your desired day/date in the comments section for the product pick-up by the manufacturer.
It's crucial to communicate any manufacturing defects to us within 3 days of receiving the item. Beyond this period, the consideration of faulty claims becomes discretionary. We emphasize checking your rug upon its arrival, including a thorough inspection of its backing, even if you don't plan on using it immediately. Any failure to report defects promptly cannot be attributed to Rug Love. All decisions made by the manufacturer regarding defects are conclusive.
Typically, we anticipate our products to have a lifespan of at least 6 months. However, this isn't a promise of replacement or reimbursement. Post 30 days from the purchase, your entitlement is to a repair or replacement, and after 6 months, replacements or refunds are only possible if it's proven that the rug was defective at the time of purchase.
All defective product claims will be addressed by having the manufacturer collect the rug for detailed inspection. This process can take up to 5 working days for us to receive their verdict. If the rug is not deemed defective, it will be returned to you. If the defect is confirmed, a replacement will be dispatched. The manufacturer's determination in such matters is binding.
Kindly note that any collections coordinated by the manufacturer for defective items are set for the whole day; specific timing cannot be guaranteed, and weekend collections aren't available. While we strive to deliver perfection, mishaps can occur. As an exclusive online retailer, Rug Love addresses such concerns through courier services, necessitating someone's presence at home during the collection day. If this poses a challenge, we recommend choosing a retailer with a physical storefront for easier returns. Please factor this into your decision-making prior to making a purchase.
Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.
PRODUCT COLOR & DESIGN DISCLAIMER
At Rug Love, we strive for transparency and clarity regarding the colours and designs of our products. However, as with all online retailers, there are inherent challenges with capturing and representing colours accurately. Our colour/image/design disclaimer is to prevent engaging in disputes & differing opinions regarding product colours and designs.
• Accuracy of Product Images:
The images of our products, provided by manufacturers, are universally used by rug stores across the UK. There's a level of subjectivity in colour interpretation, and device screens can portray colours differently due to varying settings and lighting conditions.
• Guidance, Not Guarantee:
Our product images are intended to guide and give a general idea. We do not guarantee an exact match to the real-life product in terms of colour or design. Rug Love is not responsible for slight variations unless they are due to manufacturing defects.
• Informed Decisions:
We surpass most rug stores in the detailed specifications we provide— from pile height to material composition. Our augmented reality Rug visualizer, the 1st in the industry, allows you to visualize our products in your space, aiding your selection process.
• The Nuance of Colour:
Descriptions like 'White', 'Ivory', 'Cream', 'Beige', 'Teal', 'Duck Egg', 'Natural', and 'Rustic' can be subjective. Most rugs described as 'white' tend to lean towards cream or ivory. If you are aiming for an exact shade or trying to match existing décor, we recommend seeing the rug in person.
• In-Person vs. Online:
While we've made every effort to represent our products authentically, there's a different experience to seeing a product firsthand. If you have very specific requirements, visiting a rug store in person might be the best approach. Should you wish to return a product due to colour discrepancies (barring manufacturing faults), please refer to our standard returns policy. A full refund will be provided as per the policy guidelines.
If you find any aspect of our disclaimer unsatisfactory, we kindly suggest opting for in-store purchases. It's our priority to set clear expectations to ensure a satisfying shopping experience. Always remember to review our colour and design disclaimer prior to making a purchase. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.
HANDMADE RUGS DISCLAIMER: AN IMPORTANT NOTE
Our collection of Handmade and 100% Jute rugs is meticulously crafted by hand. This means each rug has its own unique character, which might include minor variations in colour, design, size, pattern, yarn, stitching, and texture. These variations, known as 'Abrash', along with natural fibre shedding and the presence of loose threads, add depth and charm to every rug.
If you are particular about uniformity and perfection, a handmade or natural jute rug might not be for you. In such cases, we recommend machine-made rugs created from synthetic materials for a more standardized appearance.
Specifically, our delicate loop pile wool rugs, like La Paya, Delilah, and Savannah, might be prone to snags, especially from pet claws or heels. Any small imperfections can usually be trimmed without any issue. Before making your purchase, please check the product description where we mention potential imperfections and other characteristics unique to handmade or jute rugs. It's essential to note that even if a rug is exchanged, its replacement will still exhibit its own set of unique attributes.
We caution pet owners considering a jute rug, as pet claws can result in unwanted snags and pulls. A rug made of polypropylene might be a more durable choice for such households.
While we strive for accuracy in rug dimensions, there can be variations up to 4%, a standard deviation in the industry. This variability is especially true for our handmade collection, where each rug is distinct. Such minor irregularities are the very essence of handcrafted items, enhancing their charm and uniqueness.
For those ordering multiple units of the same handmade rug, please understand that each rug will have its distinct design, size, pattern, and colour, given their handcrafted nature. If perfect consistency is crucial for you, we recommend opting for machine-made options. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering.
WOOL RUGS AND SHEDDING: WHAT TO EXPECT
Wool rugs, genuine sheepskins, and some deep-pile shaggy rugs have a natural tendency to shed – this means fibers may come loose. It's not a flaw in the manufacturing process but a natural characteristic of these materials.
Here's what you need to know about shedding:
1. Shedding is Expected: Every wool rug will shed. The amount of shedding will reduce with time and wear, but it's essential to note that some rugs may continue to shed throughout their lifespan. On average, it takes between 20-25 vacuum sessions to significantly reduce shedding.
2. Not a Fault: We cannot accept returns for wool or genuine sheepskin rugs based on shedding, as it's an expected behavior. If you're concerned about shedding, you might prefer a machine-made rug crafted from synthetic materials.
3. Product Details: We always emphasize in our product descriptions if a rug is woolen and prone to shedding. We encourage customers to take this into account before making a purchase.
4. Durability: Shedding doesn't compromise the rug's durability. For instance, our thick high-pile shaggy wool rugs from the 'Rocks' collection may shed throughout their lifespan, more than typical low-pile wool rugs, due to their dense nature. If this is a potential concern, we'd recommend considering an alternative rug type.
5. New Rug Odor: The distinct smell from a new rug stems from the chemicals, known as volatile organic compounds (VOCs), used during its production. This "off-gassing" is typical, especially with synthetic latex backings. The scent, sometimes reminiscent of a musty aroma due to the rug's animal fiber origin, will dissipate over time.
>P>In summary, it's vital to understand the natural attributes of wool and similar materials when considering a purchase, ensuring satisfaction with your beautiful new addition. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering.
Pile Flattening/Durability/Warranty/Wear
All rugs with pile, over time, experience some degree of pile flattening and matting. This is a natural process and isn't deemed as a manufacturing defect; therefore, it isn't covered by manufacturer warranties. Particularly plush high-pile rugs (4 cm and above) are more prone to such flattening and matting.
Several of our shaggy rug collections, including Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby, are susceptible to a phenomenon known in the rug industry as "sprouting" or "pilling." This is when some threads or strands in the rug pile appear longer than others. If you encounter this, simply trim the protruding threads with sharp scissors. Avoid pulling these threads as it could damage your rug. It's important to note that sprouting/pilling is a typical occurrence, especially in high pile rugs, and isn’t indicative of a manufacturing flaw.
Conversely, short pile or flat-weave rugs (0.8 cm and below) experience this flattening to a lesser extent. If you're concerned about pile flattening, we suggest opting for a shorter pile rug, preferably under 0.8 cm made of polypropylene. Please understand that flattening isn't a defect, and replacing a rug will not prevent the new one from exhibiting the same characteristics with use.
The lifespan of a rug is determined by various factors: its location, exposure to sunlight, traffic frequency, presence of pets and children, furniture placement, and more. Since there's no universal standard for how long a rug should last given the multitude of variables, we focus on initial quality. Any potential faults should be reported immediately upon receipt. After 30 days from receipt, any claims of fault will be approached with the presumption that the rug was in good condition upon delivery. It's crucial to note that after six months, the responsibility shifts to the customer to demonstrate that a product fault existed at the time of purchase if they're seeking repair or replacement. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering.
Product Guarantee
Rugs, like all commodities, are subject to wear and tear based on regular usage. While our manufacturers don't offer a specific warranty, the products we offer fall under the standard sales of goods act, which considers 'reasonable use' and natural wear and tear. Typically, our products are designed to last a minimum of 6 months, but this doesn't guarantee a replacement or refund.
If any issue arises within the first 30 days, legal entitlements allow for a potential replacement or repair, but not a refund. Beyond 6 months, we are under no legal obligation to provide a replacement or refund.
Please remember that your statutory rights remain unaffected.
Pile Shading
At times, you might notice certain areas of a rug appearing lighter or darker compared to its surrounding sections. This isn't due to a change in color but rather an optical illusion resulting from pile direction alterations. The varied reflection of light off the rug's surface, depending on the angle from which it's viewed, causes this phenomenon known as "shading" or sometimes referred to as "Pile Reversal," "Pooling," or "Watermarking."
Rug fibers have a natural inclination to lean in a specific direction. When all fibers lean cohesively, the rug portrays a consistent color. However, with time and usage, some fibers may deviate from this standard direction, causing changes in light reflection. Such deviations are more noticeable in frequently trafficked areas or near often-used furniture but can also appear in less-trodden zones or even beneath furniture. It's not uncommon for brand new rugs to exhibit this trait.
Shading is most prominent in dense, plush, cut pile rugs, especially those with solid or plain colors, while patterns tend to camouflage it effectively. It's worth noting that after a cleaning session, shading might become more pronounced, leading some to believe it resulted from the cleaning. On clarification, most realize that previously unnoticed shading became evident due to altered furniture placement, different lighting conditions, or uniform soiling prior to cleaning.
Importantly, shading doesn't compromise a rug's durability or wear. It's an inherent characteristic of certain rug types and not a manufacturing flaw. Predicting or preventing shading is challenging. However, consistent direction brushing during regular maintenance can minimize its appearance.
Cut Pile Directional Shading
Please note every Rug has a pile direction. That is the direction in which the fibres of the Rug run. With a cut pile Rug, the light is reflected off the fibres in a different manner, making the colour of the Rug appear different—either lighter or darker than the original colour. This effect can often be noticed simply by looking at your Rug from opposite sides of the room. Look at your Rug from one end of the room, then walk to the other end and turn around, and look back at the Rug. You may notice that it appears darker in one direction than the other. This is not a manufacturing fault but simply a natural characteristic of cut pile Rugs. It is worth bearing this in mind based on where you intend on using it and if the rug appearing lighter or darker from one side will present an issue. Consider if this variation in appearance might be an issue. Collections such as Aurora, Craft, Apollo, and Florence exemplify rugs that exhibit this effect
SPROUTING/LONG THREADS ( Shaggy Rugs)
Certain rugs, due to their construction method, can exhibit what professionals in the rug world call "sprouting" or "pilling". This refers to instances where certain threads or strands stand out, being longer than the surrounding pile. If you encounter this, simply trim these protruding strands using sharp scissors. This won't harm the integrity or appearance of the rug. Please refrain from pulling on these longer threads as it could potentially damage the rug. Many of our dense, shaggy rug lines, including Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby, can exhibit this characteristic. It's important to note that sprouting/pilling is a typical occurrence in high-pile rugs and isn't indicative of a manufacturing error.
PRODUCT RETURN POLICY FOR DEFECTS
Should you receive a rug with defects or damages, it's imperative to inform us immediately upon receipt. If feasible, kindly bring this to the attention of the delivery personnel. To expedite the claims process, upload clear pictures demonstrating the defect or damage to our return center portal. Additionally, please indicate your desired day/date in the comments section for the product pick-up by the manufacturer.
It's crucial to communicate any manufacturing defects to us within 3 days of receiving the item. Beyond this period, the consideration of faulty claims becomes discretionary. We emphasize checking your rug upon its arrival, including a thorough inspection of its backing, even if you don't plan on using it immediately. Any failure to report defects promptly cannot be attributed to Rug Love. All decisions made by the manufacturer regarding defects are conclusive.
Typically, we anticipate our products to have a lifespan of at least 6 months. However, this isn't a promise of replacement or reimbursement. Post 30 days from the purchase, your entitlement is to a repair or replacement, and after 6 months, replacements or refunds are only possible if it's proven that the rug was defective at the time of purchase.
All defective product claims will be addressed by having the manufacturer collect the rug for detailed inspection. This process can take up to 5 working days for us to receive their verdict. If the rug is not deemed defective, it will be returned to you. If the defect is confirmed, a replacement will be dispatched. The manufacturer's determination in such matters is binding.
Kindly note that any collections coordinated by the manufacturer for defective items are set for the whole day; specific timing cannot be guaranteed, and weekend collections aren't available. While we strive to deliver perfection, mishaps can occur. As an exclusive online retailer, Rug Love addresses such concerns through courier services, necessitating someone's presence at home during the collection day. If this poses a challenge, we recommend choosing a retailer with a physical storefront for easier returns. Please factor this into your decision-making prior to making a purchase. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.
At Rug Love, we strive for transparency and clarity regarding the colours and designs of our products. However, as with all online retailers, there are inherent challenges with capturing and representing colours accurately. Our colour/image/design disclaimer is to prevent engaging in disputes & differing opinions regarding product colours and designs.
• Accuracy of Product Images:
The images of our products, provided by manufacturers, are universally used by rug stores across the UK. There's a level of subjectivity in colour interpretation, and device screens can portray colours differently due to varying settings and lighting conditions.
• Guidance, Not Guarantee:
Our product images are intended to guide and give a general idea. We do not guarantee an exact match to the real-life product in terms of colour or design. Rug Love is not responsible for slight variations unless they are due to manufacturing defects.
• Informed Decisions:
We surpass most rug stores in the detailed specifications we provide— from pile height to material composition. Our augmented reality Rug visualizer, the 1st in the industry, allows you to visualize our products in your space, aiding your selection process.
• The Nuance of Colour:
Descriptions like 'White', 'Ivory', 'Cream', 'Beige', 'Teal', 'Duck Egg', 'Natural', and 'Rustic' can be subjective. Most rugs described as 'white' tend to lean towards cream or ivory. If you are aiming for an exact shade or trying to match existing décor, we recommend seeing the rug in person.
• In-Person vs. Online:
While we've made every effort to represent our products authentically, there's a different experience to seeing a product firsthand. If you have very specific requirements, visiting a rug store in person might be the best approach. Should you wish to return a product due to colour discrepancies (barring manufacturing faults), please refer to our standard returns policy. A full refund will be provided as per the policy guidelines.
If you find any aspect of our disclaimer unsatisfactory, we kindly suggest opting for in-store purchases. It's our priority to set clear expectations to ensure a satisfying shopping experience. Always remember to review our colour and design disclaimer prior to making a purchase. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.
HANDMADE RUGS DISCLAIMER: AN IMPORTANT NOTE
Our collection of Handmade and 100% Jute rugs is meticulously crafted by hand. This means each rug has its own unique character, which might include minor variations in colour, design, size, pattern, yarn, stitching, and texture. These variations, known as 'Abrash', along with natural fibre shedding and the presence of loose threads, add depth and charm to every rug.
If you are particular about uniformity and perfection, a handmade or natural jute rug might not be for you. In such cases, we recommend machine-made rugs created from synthetic materials for a more standardized appearance.
Specifically, our delicate loop pile wool rugs, like La Paya, Delilah, and Savannah, might be prone to snags, especially from pet claws or heels. Any small imperfections can usually be trimmed without any issue. Before making your purchase, please check the product description where we mention potential imperfections and other characteristics unique to handmade or jute rugs. It's essential to note that even if a rug is exchanged, its replacement will still exhibit its own set of unique attributes.
We caution pet owners considering a jute rug, as pet claws can result in unwanted snags and pulls. A rug made of polypropylene might be a more durable choice for such households.
While we strive for accuracy in rug dimensions, there can be variations up to 4%, a standard deviation in the industry. This variability is especially true for our handmade collection, where each rug is distinct. Such minor irregularities are the very essence of handcrafted items, enhancing their charm and uniqueness.
For those ordering multiple units of the same handmade rug, please understand that each rug will have its distinct design, size, pattern, and colour, given their handcrafted nature. If perfect consistency is crucial for you, we recommend opting for machine-made options. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering.
WOOL RUGS AND SHEDDING: WHAT TO EXPECT
Wool rugs, genuine sheepskins, and some deep-pile shaggy rugs have a natural tendency to shed – this means fibers may come loose. It's not a flaw in the manufacturing process but a natural characteristic of these materials.
Here's what you need to know about shedding:
1. Shedding is Expected: Every wool rug will shed. The amount of shedding will reduce with time and wear, but it's essential to note that some rugs may continue to shed throughout their lifespan. On average, it takes between 20-25 vacuum sessions to significantly reduce shedding.
2. Not a Fault: We cannot accept returns for wool or genuine sheepskin rugs based on shedding, as it's an expected behavior. If you're concerned about shedding, you might prefer a machine-made rug crafted from synthetic materials.
3. Product Details: We always emphasize in our product descriptions if a rug is woolen and prone to shedding. We encourage customers to take this into account before making a purchase.
4. Durability: Shedding doesn't compromise the rug's durability. For instance, our thick high-pile shaggy wool rugs from the 'Rocks' collection may shed throughout their lifespan, more than typical low-pile wool rugs, due to their dense nature. If this is a potential concern, we'd recommend considering an alternative rug type.
5. New Rug Odor: The distinct smell from a new rug stems from the chemicals, known as volatile organic compounds (VOCs), used during its production. This "off-gassing" is typical, especially with synthetic latex backings. The scent, sometimes reminiscent of a musty aroma due to the rug's animal fiber origin, will dissipate over time.
>P>In summary, it's vital to understand the natural attributes of wool and similar materials when considering a purchase, ensuring satisfaction with your beautiful new addition. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.
Pile Flattening/Durability/Warranty/Wear
All rugs with pile, over time, experience some degree of pile flattening and matting. This is a natural process and isn't deemed as a manufacturing defect; therefore, it isn't covered by manufacturer warranties. Particularly plush high-pile rugs (4 cm and above) are more prone to such flattening and matting.
Several of our shaggy rug collections, including Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby, are susceptible to a phenomenon known in the rug industry as "sprouting" or "pilling." This is when some threads or strands in the rug pile appear longer than others. If you encounter this, simply trim the protruding threads with sharp scissors. Avoid pulling these threads as it could damage your rug. It's important to note that sprouting/pilling is a typical occurrence, especially in high pile rugs, and isn’t indicative of a manufacturing flaw.
Conversely, short pile or flat-weave rugs (0.8 cm and below) experience this flattening to a lesser extent. If you're concerned about pile flattening, we suggest opting for a shorter pile rug, preferably under 0.8 cm made of polypropylene. Please understand that flattening isn't a defect, and replacing a rug will not prevent the new one from exhibiting the same characteristics with use.
The lifespan of a rug is determined by various factors: its location, exposure to sunlight, traffic frequency, presence of pets and children, furniture placement, and more. Since there's no universal standard for how long a rug should last given the multitude of variables, we focus on initial quality. Any potential faults should be reported immediately upon receipt. After 30 days from receipt, any claims of fault will be approached with the presumption that the rug was in good condition upon delivery. It's crucial to note that after six months, the responsibility shifts to the customer to demonstrate that a product fault existed at the time of purchase if they're seeking repair or replacement. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.
Product Guarantee
Rugs, like all commodities, are subject to wear and tear based on regular usage. While our manufacturers don't offer a specific warranty, the products we offer fall under the standard sales of goods act, which considers 'reasonable use' and natural wear and tear. Typically, our products are designed to last a minimum of 6 months, but this doesn't guarantee a replacement or refund.
If any issue arises within the first 30 days, legal entitlements allow for a potential replacement or repair, but not a refund. Beyond 6 months, we are under no legal obligation to provide a replacement or refund.
Please remember that your statutory rights remain unaffected.
Pile Shading
At times, you might notice certain areas of a rug appearing lighter or darker compared to its surrounding sections. This isn't due to a change in color but rather an optical illusion resulting from pile direction alterations. The varied reflection of light off the rug's surface, depending on the angle from which it's viewed, causes this phenomenon known as "shading" or sometimes referred to as "Pile Reversal," "Pooling," or "Watermarking."
Rug fibers have a natural inclination to lean in a specific direction. When all fibers lean cohesively, the rug portrays a consistent color. However, with time and usage, some fibers may deviate from this standard direction, causing changes in light reflection. Such deviations are more noticeable in frequently trafficked areas or near often-used furniture but can also appear in less-trodden zones or even beneath furniture. It's not uncommon for brand new rugs to exhibit this trait.
Shading is most prominent in dense, plush, cut pile rugs, especially those with solid or plain colors, while patterns tend to camouflage it effectively. It's worth noting that after a cleaning session, shading might become more pronounced, leading some to believe it resulted from the cleaning. On clarification, most realize that previously unnoticed shading became evident due to altered furniture placement, different lighting conditions, or uniform soiling prior to cleaning.
Importantly, shading doesn't compromise a rug's durability or wear. It's an inherent characteristic of certain rug types and not a manufacturing flaw. Predicting or preventing shading is challenging. However, consistent direction brushing during regular maintenance can minimize its appearance.
Cut Pile Directional Shading
Please note every Rug has a pile direction. That is the direction in which the fibres of the Rug run. With a cut pile Rug, the light is reflected off the fibres in a different manner, making the colour of the Rug appear different—either lighter or darker than the original colour. This effect can often be noticed simply by looking at your Rug from opposite sides of the room. Look at your Rug from one end of the room, then walk to the other end and turn around, and look back at the Rug. You may notice that it appears darker in one direction than the other. This is not a manufacturing fault but simply a natural characteristic of cut pile Rugs. It is worth bearing this in mind based on where you intend on using it and if the rug appearing lighter or darker from one side will present an issue. Consider if this variation in appearance might be an issue. Collections such as Aurora, Craft, Apollo, and Florence exemplify rugs that exhibit this effect
SPROUTING/LONG THREADS ( Shaggy Rugs)
Certain rugs, due to their construction method, can exhibit what professionals in the rug world call "sprouting" or "pilling". This refers to instances where certain threads or strands stand out, being longer than the surrounding pile. If you encounter this, simply trim these protruding strands using sharp scissors. This won't harm the integrity or appearance of the rug. Please refrain from pulling on these longer threads as it could potentially damage the rug. Many of our dense, shaggy rug lines, including Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby, can exhibit this characteristic. It's important to note that sprouting/pilling is a typical occurrence in high-pile rugs and isn't indicative of a manufacturing error.
PRODUCT RETURN POLICY FOR DEFECTS
Should you receive a rug with defects or damages, it's imperative to inform us immediately upon receipt. If feasible, kindly bring this to the attention of the delivery personnel. To expedite the claims process, upload clear pictures demonstrating the defect or damage to our return center portal. Additionally, please indicate your desired day/date in the comments section for the product pick-up by the manufacturer.
It's crucial to communicate any manufacturing defects to us within 3 days of receiving the item. Beyond this period, the consideration of faulty claims becomes discretionary. We emphasize checking your rug upon its arrival, including a thorough inspection of its backing, even if you don't plan on using it immediately. Any failure to report defects promptly cannot be attributed to Rug Love. All decisions made by the manufacturer regarding defects are conclusive.
Typically, we anticipate our products to have a lifespan of at least 6 months. However, this isn't a promise of replacement or reimbursement. Post 30 days from the purchase, your entitlement is to a repair or replacement, and after 6 months, replacements or refunds are only possible if it's proven that the rug was defective at the time of purchase.
All defective product claims will be addressed by having the manufacturer collect the rug for detailed inspection. This process can take up to 5 working days for us to receive their verdict. If the rug is not deemed defective, it will be returned to you. If the defect is confirmed, a replacement will be dispatched. The manufacturer's determination in such matters is binding.
Kindly note that any collections coordinated by the manufacturer for defective items are set for the whole day; specific timing cannot be guaranteed, and weekend collections aren't available. While we strive to deliver perfection, mishaps can occur. As an exclusive online retailer, Rug Love addresses such concerns through courier services, necessitating someone's presence at home during the collection day. If this poses a challenge, we recommend choosing a retailer with a physical storefront for easier returns. Please factor this into your decision-making prior to making a purchase. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.
RETURN COSTS Return Shipping Responsibility & Guidance Customers bear the responsibility for return shipping fees. This policy is consistent with almost all online rug retailers we are aware of, wherein the customer covers the return cost. Before placing an order, it's crucial to emphasize the significance of familiarizing yourself with the potential costs associated with returns, especially for large and bulky items. For any questions or if you feel something has been overlooked please don't hesitate to contact us at hello@ruglove.co.uk. We promise to address all inquiries within 3 hours during business hours.
Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations and make no attempt to contact us regarding any uncertainties.
Estimated Return Costs:
Small Rugs & Runners up to 120cm in length: Approximately £6
Small Rugs up to 125cm in length: Approximately £9
Large Rugs from length 160cm up to 199cm in length: Approximately £18-£28, contingent on rug thickness and weight. (For comparison, Wayfair charges between £20-£50 for large rugs.) Most large rugs, ranging from 160cm up to 199cm in length, can generally be sent back via DHL at an estimated cost of £18, except for very plush/thick types of rugs which can take it to £28.
Extra Large Rugs size 200 x 290cm and Super Plush/Thick Heavy Shaggy Rugs (like Montana, Plush, Barnaby & Plush Moroccan Shaggy Rugs) + Oversized Rugs size 240cm and above: Circa £28-£48 via DHL.
Please note, these rates can vary daily and are intended as guidance only. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations.
If you receive a significantly higher courier cost quote than the one mentioned above, it is almost certain that you've inputted incorrect dimensions for your rug or are not using the website we recommend for your rug size. Please refer to our guide below, and remember that you only need to provide three dimensions to the courier.
As a small family-run business, we typically offer more affordable prices compared to larger retailers. Our customers enjoy advantageous pricing since we are among the most competitively priced online rug sellers. Our competitive pricing is a key aspect of our online service, this means that by choosing Rug Love, you most likely saved on your purchase, which we hope compensates partially for any return expenses. When you compare our prices to those of Rugs Direct, the market leader, you'll typically find that we offer more competitive prices, and we pass these savings directly on to you, our valued customers. It's important to note that even with higher-priced competitors, the return costs would remain the same and are beyond our control. We pride ourselves on providing a wider range of options than you might find on the high street, and we always include free delivery in our prices. Unfortunately, we are unable to extend this to include free returns. We emphasize potential return costs in every possible place on our site and in all our email communication with you, ensuring transparency. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations.
Return Process:
Customers must manage and arrange their own returns.
We refrain from arranging courier services on behalf of customers due to past experiences. When we take on the responsibility as the organizer, we've observed a tendency for customers to neglect proper packaging and sealing of items for transit for which we become liable as the organizer. This lack of care can result in additional courier fees or damage to the shipped items. Consequently, we now require customers to personally arrange their returns and assume responsibility until the items are safely returned to us.
Keep in mind:
The item remains your responsibility until we receive it. Therefore, always obtain proof of postage, we advise using a tracked and insured service for your peace of mind.
Before handing over your package to the courier, photograph the wrapped item. This serves as evidence in case of disputes or if your return is damaged during transit.
Address courier-related disputes directly with the service provider, not with Rug Love.
if you're unfamiliar with booking courier services online and find it challenging, please take this into account and factor this into your decision-making prior to making a purchase in case of potential returns. If you don't currently have someone available to assist you or the person who helped you place the order. We suggest buying from a physical rug store to prevent such situations as we are exclusively an online retailer and can only facilitate returns through courier services.
If you're considering ordering a large rug, specifically those sized 160 x 230cm and larger, it's important to note that you will need access to a printer for generating the courier label in case you need to make a return. Please keep this in mind before placing your order, especially if you don't have access to a printer.
Recommended Couriers:
While we offer a few courier suggestions based on rug size, please note these are mere recommendations and not endorsements.
Small Rugs and Runners (up to 120cm): Use Parcel2Go with Courier Evri or DX.
Large Rugs (160cm and above): TransGlobal Express is suitable, with DHL often being the most economical choice.
Certain rugs, due to their construction method, can exhibit what professionals in the rug world call "sprouting" or "pilling". This refers to instances where certain threads or strands stand out, being longer than the surrounding pile. If you encounter this, simply trim these protruding strands using sharp scissors. This won't harm the integrity or appearance of the rug. Please refrain from pulling on these longer threads as it could potentially damage the rug. Many of our dense, shaggy rug lines, including Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby, can exhibit this characteristic. It's important to note that sprouting/pilling is a typical occurrence in high-pile rugs and isn't indicative of a manufacturing error.
Conversely, short pile or flat-weave rugs (0.8 cm and below) experience this flattening to a lesser extent. If you're concerned about pile flattening, we suggest opting for a shorter pile rug, preferably under 0.8 cm made of polypropylene. Please understand that flattening isn't a defect, and replacing a rug will not prevent the new one from exhibiting the same characteristics with use.
The lifespan of a rug is determined by various factors: its location, exposure to sunlight, traffic frequency, presence of pets and children, furniture placement, and more. Since there's no universal standard for how long a rug should last given the multitude of variables, we focus on initial quality. Any potential faults should be reported immediately upon receipt. After 30 days from receipt, any claims of fault will be approached with the presumption that the rug was in good condition upon delivery. It's crucial to note that after six months, the responsibility shifts to the customer to demonstrate that a product fault existed at the time of purchase if they're seeking repair or replacement.
Product Guarantee
Rugs, like all commodities, are subject to wear and tear based on regular usage. While our manufacturers don't offer a specific warranty, the products we offer fall under the standard sales of goods act, which considers 'reasonable use' and natural wear and tear. Typically, our products are designed to last a minimum of 6 months, but this doesn't guarantee a replacement or refund. If any issue arises within the first 30 days, legal entitlements allow for a potential replacement or repair, but not a refund. Beyond 6 months, we are under no legal obligation to provide a replacement or refund. Please remember that your statutory rights remain unaffected. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase. Pile Shading
At times, you might notice certain areas of a rug appearing lighter or darker compared to its surrounding sections. This isn't due to a change in color but rather an optical illusion resulting from pile direction alterations. The varied reflection of light off the rug's surface, depending on the angle from which it's viewed, causes this phenomenon known as "shading" or sometimes referred to as "Pile Reversal," "Pooling," or "Watermarking."
Rug fibers have a natural inclination to lean in a specific direction. When all fibers lean cohesively, the rug portrays a consistent color. However, with time and usage, some fibers may deviate from this standard direction, causing changes in light reflection. Such deviations are more noticeable in frequently trafficked areas or near often-used furniture but can also appear in less-trodden zones or even beneath furniture. It's not uncommon for brand new rugs to exhibit this trait.
Shading is most prominent in dense, plush, cut pile rugs, especially those with solid or plain colors, while patterns tend to camouflage it effectively. It's worth noting that after a cleaning session, shading might become more pronounced, leading some to believe it resulted from the cleaning. On clarification, most realize that previously unnoticed shading became evident due to altered furniture placement, different lighting conditions, or uniform soiling prior to cleaning.
Importantly, shading doesn't compromise a rug's durability or wear. It's an inherent characteristic of certain rug types and not a manufacturing flaw. Predicting or preventing shading is challenging. However, consistent direction brushing during regular maintenance can minimize its appearance.
Cut Pile Directional Shading
Please note every Rug has a pile direction. That is the direction in which the fibres of the Rug run. With a cut pile Rug, the light is reflected off the fibres in a different manner, making the colour of the Rug appear different—either lighter or darker than the original colour. This effect can often be noticed simply by looking at your Rug from opposite sides of the room. Look at your Rug from one end of the room, then walk to the other end and turn around, and look back at the Rug. You may notice that it appears darker in one direction than the other. This is not a manufacturing fault but simply a natural characteristic of cut pile Rugs. It is worth bearing this in mind based on where you intend on using it and if the rug appearing lighter or darker from one side will present an issue. Consider if this variation in appearance might be an issue. Collections such as Aurora, Craft, Apollo, and Florence exemplify rugs that exhibit this effect
SPROUTING/LONG THREADS (Shaggy Rugs)
Certain rugs, due to their construction method, can exhibit what professionals in the rug world call "sprouting" or "pilling". This refers to instances where certain threads or strands stand out, being longer than the surrounding pile. If you encounter this, simply trim these protruding strands using sharp scissors. This won't harm the integrity or appearance of the rug. Please refrain from pulling on these longer threads as it could potentially damage the rug. Many of our dense, shaggy rug lines, including Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby, can exhibit this characteristic. It's important to note that sprouting/pilling is a typical occurrence in high-pile rugs and isn't indicative of a manufacturing error.
PRODUCT RETURN POLICY FOR DEFECTS
Should you receive a rug with defects or damages, it's imperative to inform us immediately upon receipt. If feasible, kindly bring this to the attention of the delivery personnel. To expedite the claims process, upload clear pictures demonstrating the defect or damage to our return center portal. Additionally, please indicate your desired day/date in the comments section for the product pick-up by the manufacturer.
It's crucial to communicate any manufacturing defects to us within 3 days of receiving the item. Beyond this period, the consideration of faulty claims becomes discretionary. We emphasize checking your rug upon its arrival, including a thorough inspection of its backing, even if you don't plan on using it immediately. Any failure to report defects promptly cannot be attributed to Rug Love. All decisions made by the manufacturer regarding defects are conclusive. Typically, we anticipate our products to have a lifespan of at least 6 months. However, this isn't a promise of replacement or reimbursement. Post 30 days from the purchase, your entitlement is to a repair or replacement, and after 6 months, replacements or refunds are only possible if it's proven that the rug was defective at the time of purchase.
All defective product claims will be addressed by having the manufacturer collect the rug for detailed inspection. This process can take up to 5 working days for us to receive their verdict. If the rug is not deemed defective, it will be returned to you. If the defect is confirmed, a replacement will be dispatched. The manufacturer's determination in such matters is binding.
Kindly note that any collections coordinated by the manufacturer for defective items are set for the whole day; specific timing cannot be guaranteed, and weekend collections aren't available. While we strive to deliver perfection, mishaps can occur. As an exclusive online retailer, Rug Love addresses such concerns through courier services, necessitating someone's presence at home during the collection day. If this poses a challenge, we recommend choosing a retailer with a physical storefront for easier returns. Please factor this into your decision-making prior to making a purchase.
Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.
WHEN CAN I EXPECT MY REFUND?
The refunded amount will be credited to your initial payment method. Depending on your bank's processing time, the refund may take 3-5 working days to reflect in your account. Understandably, the exact duration is beyond our control and varies by bank. Rest assured, once you get our refund confirmation email, the refund has been initiated on our end. If you made your payment through Klarna/Clearpay/Laybuy, please verify your account with them to check the refund status. Please avoid making duplicate orders; contact us for address changes or other amendments. Upon receiving your returned rug, our team will thoroughly inspect it. You will receive two separate email notifications: an acknowledgment of the receipt of your rug and confirmation regarding your refund. Please allow up to 48 hours post-receipt for processing and updates before inquiring about your refund status. After inspection, a refund will be initiated to the original payment method, and you'll be notified via email. Refunds may take 3 to 5 business days to appear in your account, depending on your bank's processing time, which varies by bank and cannot be expedited by us. Our refund email confirms the successful completion of your refund. For payments made via Klarna, ClearPay, or Laybuy, check your account with them for refund status. Please note that if you used a PayPal e-cheque to pay for your order, the refund will be processed using the same payment method. Since PayPal e-cheques take longer to process, both receiving and refunding the funds may take more time compared to regular PayPal transactions. It can take up to 14 days for the refund to appear in your account.
Misdelivery:
If a package is incorrectly delivered, the courier will attempt to retrieve and redeliver it. Any refunds or replacements for undelivered items will be processed once the courier's investigation concludes, which may take several days.
WHERE SHOULD I SEND MY RETURNS?
Please direct all returns to the following address: Rug Love Returns, CW Flooring, 436 Ormskirk Road, WN5 9DF. Rug Love is not liable for any items returned to the incorrect address.
SELECTING THE RIGHT SIZE
Ensuring the appropriate rug size for your space is crucial. We urge you to take the time to measure your intended area before finalizing your order, and for added assurance, we offer a reminder at checkout. If you realize you've chosen the wrong size, contact us immediately; we'll do our best to halt the order before dispatch. If the order has already been shipped, simply refer to our return guidelines.
Taking a couple of minutes now to measure can save you both time and the potential cost of returning an unsuitable item. Given the notable size difference among the three primary rug sizes, one will likely be more fitting for your needs. When considering particularly small rugs, like the 080 x 150cm, be mindful that they might appear smaller than anticipated. If you find you need to exchange for size reasons, a useful method is to lay newspaper on the floor, adjusting it to your desired dimensions, then measuring that space. This will give you a better visual and help you choose the closest size available.
The three most popular sizes are 120 x 170cm, 160 x 230 cm, and 200 x 290 cm. Given the significant variance between these, one will probably be the most apt fit for your space. While we strive for precision in our measurements, please understand that slight variations can occur. These discrepancies, which can be up to 4%, stem from manufacturing nuances and the process of rolling up the rugs—a norm in the industry. Hand-made rugs, in particular, may have unique dimensions as each piece is crafted individually.
If you need to exchange an item due to a sizing issue or if you would like a different rug, please use our automated returns portal at https://www.ruglove.co.uk/a/returns. Select the exchange option, then choose the correct size you wish to replace it with, or specify the new rug you would like in the text box. We will only send the replacement after we have received the original item back. This policy is in place because we've experienced issues with items not being returned by customers. If you'd prefer not to wait for the replacement rug through our exchange process, we recommend re-ordering the correct-sized rug or new product and then requesting a refund for the original one. Once we receive the rug you wish to exchange, we will process and send you a new order. We will adjust the price accordingly and either refund the difference or issue a new invoice for any additional amount owed.
COLLECTIONS & EXCHANGES
EXCHANGES
If you need to exchange an item due to a sizing issue or if you would like a different rug, please use our automated returns portal above. Select the exchange option, then choose the correct size you wish to replace it with, or specify the new rug you would like in the text box. We will only send the replacement after we have received the original item back. This policy is in place because we've experienced issues with items not being returned by customers. If you'd prefer not to wait for the replacement rug through our exchange process, we recommend re-ordering the correct-sized rug or new product and then requesting a refund for the original one. Once we receive the rug you wish to exchange, we will process and send you a new order. We will adjust the price accordingly and either refund the difference or issue a new invoice for any additional amount owed.
MANUFACTUER COLLECTIONS
In the unlikely event you receive a faulty item, manufacturer-arranged collections are all-day appointments without specific time slots. No weekend collections are offered. Specify your preferred collection date when arranging via our automated return portal.
For exchanges, note that collection of larger rugs (160 x 230cm and above) necessitates a printed label. Exchanged items are sent after the original is returned, to mitigate issues of unreturned items. If our exchange process is unsuitable, consider purchasing from a brick-and-mortar store.
While we strive to deliver perfection, mishaps can occur. As an exclusive online retailer, Rug Love addresses such concerns through courier services, necessitating someone's presence at home during the collection day. If this poses a challenge, we recommend choosing a retailer with a physical storefront for easier returns. Please factor this into your decision-making prior to making a purchase. Rug Love is not responsible for any failed or late courier collections.
WOOL/SHAGGY RUGS AND SHEDDING: WHAT TO EXPECT
Wool rugs, genuine sheepskins, and some deep-pile shaggy rugs have a natural tendency to shed – this means fibers may come loose. It's not a flaw in the manufacturing process but a natural characteristic of these materials.
Here's what you need to know about shedding:
Shedding is Expected: Every wool rug will shed. The amount of shedding will reduce with time and wear, but it's essential to note that some rugs may continue to shed throughout their lifespan. On average, it takes between 20-25 vacuum sessions to significantly reduce shedding.
Not a Fault:
We cannot accept returns for wool or genuine sheepskin rugs based on shedding, as it's an expected behavior. If you're concerned about shedding, you might prefer a machine-made rug crafted from synthetic materials.
Product Details:
We always emphasize in our product descriptions if a rug is woolen and prone to shedding. We encourage customers to take this into account before making a purchase.
Durability:
Shedding doesn't compromise the rug's durability. For instance, our thick high-pile shaggy wool rugs from the 'Rocks' collection may shed throughout their lifespan, more than typical low-pile wool rugs, due to their dense nature. If this is a potential concern, we'd recommend considering an alternative rug type.
New Rug Odor:
The distinct smell from a new rug stems from the chemicals, known as volatile organic compounds (VOCs), used during its production. This "off-gassing" is typical, especially with synthetic latex backings. The scent, sometimes reminiscent of a musty aroma due to the rug's animal fiber origin, will dissipate over time.
In summary, it's vital to understand the natural attributes of wool and similar materials when considering a purchase, ensuring satisfaction with your beautiful new addition.
Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.
HANDMADE RUGS DISCLAIMER: AN IMPORTANT NOTE Our collection of Handmade and 100% Jute rugs is meticulously crafted by hand. This means each rug has its own unique character, which might include minor variations in colour, design, size, pattern, yarn, stitching, and texture. These variations, known as 'Abrash', along with natural fibre shedding and the presence of loose threads, add depth and charm to every rug.
If you are particular about uniformity and perfection, a handmade or natural jute rug might not be for you. In such cases, we recommend machine-made rugs created from synthetic materials for a more standardized appearance. Specifically, our delicate loop pile wool rugs, like La Paya, Delilah, and Savannah, might be prone to snags, especially from pet claws or heels. Any small imperfections can usually be trimmed without any issue. Before making your purchase, please check the product description where we mention potential imperfections and other characteristics unique to handmade or jute rugs. It's essential to note that even if a rug is exchanged, its replacement will still exhibit its own set of unique attributes.
We caution pet owners considering a jute rug, as pet claws can result in unwanted snags and pulls. A rug made of polypropylene might be a more durable choice for such households.
While we strive for accuracy in rug dimensions, there can be variations up to 4%, a standard deviation in the industry. This variability is especially true for our handmade collection, where each rug is distinct. Such minor irregularities are the very essence of handcrafted items, enhancing their charm and uniqueness.
For those ordering multiple units of the same handmade rug, please understand that each rug will have its distinct design, size, pattern, and colour, given their handcrafted nature. If perfect consistency is crucial for you, we recommend opting for machine-made options.
Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.
When you first unfurl your rug, you might observe lines or fold marks across its breadth. This is a result of the rug's packaging and storage methods, where the weight of a tightly rolled rug can lead to these temporary indentations. Certain rugs might have a single mark near an edge, while others, especially our more cost-effective polypropylene rugs, might display multiple lines. Fear not, as these markings are temporary and will diminish over time with regular usage and vacuuming. In cooler storage environments, the rug's backing might stiffen, leading to these temporary markings. However, after a few days in a warmer setting, the rug's backing becomes more pliable, causing the marks to vanish.
When we store our rugs, they're rolled up and protected with plastic wrap to maintain their pristine condition. Given the weight when these rugs are stacked, they might appear slightly flattened upon unrolling. A good analogy is comparing it to a newly purchased shirt or set of curtains: they have creases when fresh out of the packaging. While clothes can be ironed to smoothness quickly, rugs require a bit more patience. For instance, the tassels on our Boho rugs might take a while to settle. The issue is more noticeable with larger rugs since their weight is greater when stacked. This isn't a defect but a temporary phase until the rug adjusts to its new environment. Rugs with rigid backings, in particular, need time to acclimate to a warm setting and fully unroll. To expedite this settling process, try rolling your rug the opposite way it came packaged (with the pile facing out). Roll it as tightly as possible and let it rest in a warm spot, perhaps near a heater, for several days. Over time, your rug will naturally lay flatter. Depending on the rug type, this can vary from a few days to several weeks.
