To initiate support, click here. We promise a response within 3 business hours.

• Use only your Rug Love order number to track (example #20433, five digits starting with "2").
• Works: Rug Love order number on the chatbot or tracking page.
• Won’t work: PayPal/Klarna references, courier numbers, Etsy/eBay IDs, Shopify refs (e.g. #0K5NYK59T).
• Where to find: your order confirmation email (also in the subject of all emails from us). If missing, check spam/junk.

• Chatbot (instant): open chatbot
• Website portal: Track your order
• Couriers: DHL / DX / APC

Tip: Enter your tracking reference and delivery postcode for live updates.

• If delivery fails for any reason, redelivery will automatically be scheduled for the next working day — no action required from you.
• Prefer not to wait? We understand an order may be needed for a specific occasion or gift and may no longer be required if delivery fails.
• Simply raise a support request in the chatbot stating you’d like a refund.
• We’ll ask the courier to mark the item as Return to Sender.
• Once this is confirmed, we’ll process a full refund back to your original payment method. Please note Courier DX have advised they are experiencing operational issues at several of their Scottish depots and are working to get items to customers as soon as possible.

• In-stock orders dispatch within 1-2 business days (Mon-Fri, excluding public holidays).
• This refers to dispatch, not delivery. Couriers do not operate on weekends.
• After dispatch: 24-hour next-day service (may take up to 48 hours if delayed).
• Scottish Highlands: allow up to 5 working days (no surcharge).
• Peak periods like Black Friday: please allow up to 2 days before reporting a delay. Delays in transit are more common during this period due to the high volumes handled by couriers
• Not dispatched yet? First check it isn’t a pre-order with a due date. Due dates are updated hourly on the product page, if there is a delay and you prefer not to wait you can cancel your order for a full refund via the chatbot at anytime

• Most couriers provide a 1–2 hour delivery window on delivery day.
• DHL: time slot appears on the morning of delivery.
• APC: two emails — Dispatch Confirmation, then Tracking Activation (8–10 pm) with options (change day, leave safe, neighbour).

What Time Will My Order Be Delivered Today?
On the day of delivery, you will receive a 2-hour time slot via text message and/or email directly from the courier.

No Time Slot Yet?
If you are checking early in the morning, the time slot may not have been allocated yet. Don’t worry — it will be confirmed shortly once the courier’s system updates.

Exception – Large Item Time Slots (DX Freight Service)
For rugs 200x290cm and above with DX references starting with “L” (e.g. L49384): no 2-hour time slot will show on the tracking. DX Freight is an all-day appointment between 8 am – 6 pm.

Delivery Showing "Out for Delivery" but No Time Slot Available
If your order shows “Out for Delivery” but no time slot appears, please follow these steps:

• Step 1: Check the Tracking History. On courier sites (e.g. DX), click “Tracking History”. If no time slot has been generated, it often means your parcel has been scanned back into the depot or storage.
• Why Does This Happen? This can occur when your local depot faces operational issues, such as driver shortages or too many deliveries to complete in one day. When this happens, your parcel is returned to the depot and automatically rescheduled for the next working day.

• Use your courier tracking link to: change your delivery day; add safe-place or neighbour instructions; request redelivery; view delivery window (where available).
• If already dispatched, these changes are managed directly with the courier.

• Check your confirmation email: address must be complete and correctly formatted.
• We export exactly what you entered at checkout.
• Common issues: missing house/flat number, incorrect postcode.
• Address validation pop-up: if correct, ignore. If wrong, message us via the chatbot with your order number and the correct address.
• If notified before dispatch, we will request an update with the courier.

• Couriers aim to deliver directly to your door, but this may vary depending on access and building policy.
• In some multi-storey buildings, deliveries may be left at the main entrance, lobby, or mailroom if access is restricted.
• If your property has entry codes, gates, or concierge arrangements, please include these details during checkout.
• For future deliveries, you can update access details by raising a support request via our chatbot.

• All DX deliveries are signed-for by default.
• Prefer a safe-place delivery without signature? Message the chatbot with your order number and safe-place instructions. We will request the change and confirm once updated.

• "Expecting your parcel shortly": courier has data but no initial scan yet (missed connection/mis-sort). Usually resolves within 24 hours with delivery next working day.
• "DX has your item but there are some delays": misrouting or depot hold. Expect a 24-hour delay and automatic rescheduling.
• "Out for delivery" then "Scanned into storage/back to depot": local capacity/driver issue. Auto-rescheduled for the next working day.
• No time slot on delivery day: if no slot appears, delivery will not occur that day and will auto-reschedule to the next working day.
• DX Freight (L-codes): no 2-hour slots; driver may call ahead; "scanned onto vehicle" the day before does not mean out for delivery.

• If your rug arrives damaged, please reject the delivery and request that it be returned to sender.
• If you accept the delivery, clearly note the damage when signing — this ensures eligibility for courier compensation.
• For accepted deliveries with visible damage, contact us immediately via the chatbot with clear photos of the packaging and item.
• Once verified, we’ll arrange a replacement or refund as quickly as possible.

• If tracking shows "delivered" but you do not have the parcel: check secure locations and with neighbours first.
• Still missing? Message us via the chatbot. We can retrieve GPS data and delivery photos, ask the driver to revisit, or file a missing parcel claim.
• Misdelivery to the wrong address: we coordinate retrieval/redelivery before issuing a replacement or refund.

• Service: DX Freight (tracking numbers start with "L", e.g. L28934).
• No 2-hour slot; delivery is an all-day window (8 am–6 pm). Driver may call ahead.
• Status tip: "Scanned 1 of 1 items onto delivery vehicle" (often the day before) means loaded, not yet out for delivery. Look for a later "out for delivery" update.

• Items (e.g. rug plus anti-slip) may ship separately from different warehouses.
• Each parcel has its own tracking link.
• Check your Order Status Page (linked in your confirmation).
• If one parcel arrives first, allow until end of day for the other(s).
• Still missing next day? Message us via the chatbot; we will liaise with the courier.

• Pre-order dates are live and updated hourly and refer to stock arrival (not home delivery).
• Dates are set by the manufacturer and are the same for all UK retailers; they may change beyond our control.
• Prefer not to wait? Cancel anytime via the chatbot for an instant full refund.

• We deliver to Mainland UK and the Scottish Highlands.
• Remote Scottish regions can take up to 5 working days.
• Louis De Poortere rugs ship from Belgium — allow up to 7 days.
• Delivery-only service: no collections, no paid express upgrades.
• Live stock updates hourly; "Last One" items may sell out — if unavailable, we will notify you the same day.

• Couriers are independent third-party providers; delays and reschedules are outside our direct control.
• Although deliveries are signed-for, drivers may sometimes leave in a secure location.
• Please do not contact the courier directly — our team has priority channels and typically resolves issues faster.

Need help? Use our chatbot: click here. Response time: within 3 business hours (Mon–Fri).