? 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 extra time 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 delivery is missed, couriers will automatically attempt re-delivery the next working day.
✍️ Signature Requirement: All deliveries require a signature. Large freight items (DX Freight, tracking codes starting with "L") 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.
? Courier Investigation: We can request GPS data, delivery photos, and driver verification. Most issues are resolved within the hour.
? Courier Provider Disclaimer: Couriers are independent providers. If a delivery is delayed or rescheduled, it is beyond our control. While we require signatures, couriers 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.
? 20% Pre-Order Deposit: Secure your rug with a 20% deposit. Once in stock, the balance is payable via Klarna, Clearpay, Laybuy, or PayPal. The price remains fixed at the time of order.
? 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 details before placing an order.
? Tracking & Responsibility: We provide tracking details upon dispatch but are not responsible for delays post-shipment. The same tracking data is available to both you and us.
? Deliveries to Flats/Apartments: Couriers should deliver to your door, but this is not always guaranteed. 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.
? "Last Unit" Purchases: If you purchase a "Last One" item, availability is subject to real-time manufacturer stock updates. If unavailable, we will offer a refund or an estimated restock date.
? Contact: For assistance, click here. We promise a response within 3 business hours.
