? Contact: To initiate support, click here. We promise a response within 3 business hours.
? Dispatch & Delivery: In-stock orders are dispatched within 1-2 business days (Mon-Fri, excluding public holidays). Please note, this timeframe refers to dispatch, not delivery. Couriers do not operate on weekends.
? Shipping Locations: We deliver exclusively to Mainland UK and the Scottish Highlands. We do not ship to Ireland, Northern Ireland, Scottish Islands, or the Channel Islands.
? Delivery Time: Orders are sent via a 24-hour next-day service, but may take up to 48 hours. During peak festive periods, please allow up to 3 days for delivery before reporting delays.
? Remote Scottish Regions: Please allow an extra 5 working days for delivery to remote Scottish areas, typically handled by a third-party courier.
? Tracking Updates: Dispatch confirmation is sent in the morning, with tracking details provided later in the day (usually around 4 PM) once available.
? Rescheduled Deliveries: If a delivery failed for any reason, couriers will automatically attempt re-delivery the next working day no action is required. If you prefer not to wait for redelivery please raise a support request in the chatbot with your details, we will ask the courier to mark the item as return to sender and refund your order
✍️ Signature Requirement: All deliveries require a signature. Large freight items size 200x290cm above (DX Freight, tracking codes starting with "L" e.g L28934) A 2 hour time slot is not provided, it is an all-day appointment 8-6pm and may involve a call from the driver before arrival.
⚠️ Common Delivery Failures: Most failed deliveries occur due to the recipient being unavailable or incomplete address details (e.g., missing door number, incorrect postcode).
? Courier Handling & Responsibility: While we use signed-for services, drivers may occasionally leave items in secure locations without obtaining a signature. If this happens, please check your premises and with neighbours before contacting us.
? Missing Delivery? If your tracking shows "delivered" but you haven't received your item, check around your property, in secure locations, and with neighbours. If you still cannot locate it, raise a support request via our chatbot for an investigation. There is no need to contact the courier directly, we have access to faster support and can typically resolve matters within the hour
? Courier Investigation: We can request GPS data, delivery photos, and ask the driver to return to the property to resolve >
? Courier Provider Disclaimer: Couriers are independent 3rd part providers not our own fleet. If a delivery is delayed or rescheduled, it is beyond our control. While we require signatures, drivers may still leave items in safe places without prior approval.
? Estimated Delivery Window: Couriers typically provide a 2-hour delivery slot. However, please treat deliveries as all-day appointments between 8 AM - 6 PM, as delays can occur.
? Damaged Items: If your rug arrives damaged, reject the delivery and request a return to sender. If accepted, document the damage when signing, as failure to do so may waive your right to compensation.
? Pre-Orders: Our pre-order dates are live and updated hourly. If you prefer not to wait, you can cancel via our chatbot for an instant full refund. Please note, pre-order dates apply to all retailers equally.
? Multiple Item Orders: Items may be dispatched separately. Check your order confirmation for individual tracking details. ? Address Accuracy: We do not modify delivery addresses post-purchase. Please double-check your order confirmation to ensure the address is correct and well formatted. ? Tracking & Responsibility: We provide tracking details upon dispatch but are not responsible for delays post-shipment, but please contact us to resolve any matters with the courier. ? Deliveries to Flats/Apartments: Couriers should deliver to your door, but this is not always guaranteed in flats and apartments the courier may leave it at the nearest accessible location. If you have specific access requirements (e.g., gate codes), please inform us in advance. ? Misdelivery: If an item is delivered to the wrong address, we will request GPS data, driver verification, and retrieval before issuing a replacement. Refunds/replacements are only processed once the courier's investigation concludes. ? Misdelivery Policy: If a courier misdelivers an item, they will attempt to retrieve and redeliver it. If this is unsuccessful, a missing item claim will be filed, and a replacement will be arranged. For assistance, click here. We promise a response within 3 business hours.
