Returns Information
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14 Days To Decide
Visit our Simple Automated Return Portal Here to Return or Exchange Your Rug. No need to go through the hassle of contacting us. Our process is streamlined for your convenience. Say goodbye to waiting around for return references and authorisation. We are proud to be the first rug store to introduce an automated returns process designed for your ease and a seamless experience.
Return Portal
All returns must be submitted via our designated returns management platform to qualify for a return and refund. You can find a link to our return portal and return policies in all email communications you receive from us. Simply visit the Return Portal to initiate your return or exchange. Please upload images of any issues if relevant.
Defective Claims
If you are submitting a claim for a defect, please use the return portal and select the "manufacturing fault" option. Upload images of the issue and provide relevant details. This will allow us to file a claim with the manufacturer. Additionally, specify the most convenient day for collection, as an inspection may be necessary. Indicate your preferred outcome (replacement, refund, or discount). We work directly with the manufacturer to find a satisfactory solution.
Why Our Return Process is Simple
We aim to make returns as easy as possible with comprehensive guidelines that set us apart from many retailers. Many stores just provide a return address and leave it to you, but we cover all scenarios. We believe in making returns hassle-free and providing as much information as possible to ease the process.
Return Terms
Please note that we cannot accept returns in person at any location. As an online-only retailer, we do not have a physical showroom. All returns must be sent through a courier. We do not accept in-person returns. For all returns, a courier will need to be arranged. Once we receive your returned rug, our team will inspect it and you will receive two notifications: one acknowledging receipt of the rug and one confirming your refund. Please allow up to 48 hours post-receipt for processing.
Refund Process
Refunds will be issued to your original payment method and typically take 3 to 5 business days to appear in your account, depending on your bank's processing time. If you used Klarna, ClearPay, or Laybuy, please check your account with them for the refund status. You can also view the refund status in the email we send you confirming the refund.
Change of Mind
If you change your mind, you have 14 days to return the rug for a full refund—no reason needed. If the rug does not meet your expectations, it may not necessarily indicate a defect. We include detailed descriptions and images in our product listings to provide full transparency, so please review these before purchasing. If you do not like the rug, you can return it within the 14-day period.
Return Costs
Before submitting a return, please familiarise yourself with the potential return shipping costs, especially for large items. The following are estimated return costs:
- Small Rugs & Runners up to 120cm: Approximately £5.72
- Small Rugs up to 125cm: Approximately £10.67
- Most Large Rugs from 160cm to 199cm in length: Approximately £22.80
- Extra Large Rugs (200x290cm) Super Plush Rugs and Oversized 240cm+ rugs: £38.68-£44.72
These rates are for guidance purposes and may vary. We encourage you to use the recommended courier services to avoid higher costs. 📦 + ⚠️ While the return costs we provide are generally accurate and cover most items and locations, there may occasionally be exceptions. If you're returning a large rug—such as 200x290cm or above—and your postcode is classed as a remote or Highlands area by the courier, the return cost may be higher than stated.
🧵 Super Plush Shaggy Rug Exceptions
The super plush shaggy rugs below are much heavier than standard rugs.
The factory-sealed dimensions are shown below as a guide only — your packaged size will depend on how tightly the rug is rolled and this is what you should quote to the courier to avoid a surcharge.
🔹 Asiatic Plush & Montana Shaggy
- 70 x 140cm – Packaged: L080 x W22 x H22cm – 8kg
- 120 x 170cm – Packaged: L130 x W26 x H26cm – 15kg
- 140 x 200cm – Packaged: L150 x W28 x H28cm – 21kg
- 160 x 230cm – Packaged: L170 x W32 x H32cm – 27kg
- 200 x 300cm – Packaged: L210 x W41 x H41cm – 44kg
🔹 Barnaby Shaggy
- 120 x 170cm – Packaged: L130 x W26 x H26cm – 15kg
- 160 x 230cm – Packaged: L170 x W32 x H32cm – 27kg
- 200 x 290cm – Packaged: L210 x W41 x H41cm – 40kg
Important: All rugs generally fit within the standard examples shown.
The one exception is the Asiatic Plush Shaggy, Barnaby Shaggy, and Montana Shaggy in the 200 x 290cm size. These rugs measure around L210 x W41cm and weigh over 40kg, making the return cost approximately £104.
These rates are for guidance purposes and may vary. We encourage you to use the recommended courier services to avoid higher costs. 📦 + ⚠️ While the return costs we provide are generally accurate and cover most items and locations, there may occasionally be exceptions. If you're returning a large rug—such as 200x290cm or above—and your postcode is classed as a remote or Highlands area by the courier, the return cost may be higher than stated.
Return Cost Transparency & Courier Surcharges
At Rug Love, we strive to be as transparent as possible regarding return costs—more so than many of our competitors—because we understand how important clarity is for our customers.
Return costs are clearly listed:
- On every product page
- In a link included in every email we send
- Detailed in our Help Centre, chatbot, return portal, home page, and terms of service
We genuinely cannot think of anywhere else to make this information more prominent. Please review the return approval email you received, as it outlines all relevant details comprehensively. If you believe we’ve missed something, please let us know—we’re confident we have covered every scenario, including this one.
Possible Reasons for the Surcharge
While the courier costs we provide are typically accurate and up-to-date, they do not include any potential surcharges, which are a separate matter.
The two main reasons for courier surcharges are:
- The customer has provided incorrect dimensions or weight for their item.
- The customer has selected the wrong courier, failing to follow our return instructions, which specify that only DHL via Transglobal Express should be used for large rugs.
If the customer provides accurate details and uses the correct courier as advised, the quoted costs should generally remain as stated. If the courier indicates that the item is too large to quote, it is almost certainly due to incorrect dimensions or weight being entered, as even the largest rugs can be handled by couriers.
This surcharge is most likely due to:
- The item being larger than the dimensions originally quoted to the courier.
- The incorrect courier being used instead of the one we recommend.
- Typo - Incorrect dimensions given to the courier due to a typing error.
Please double-check the dimensions you provided to the courier for any errors.
Of course these issues are beyond our control but we will assist where possible.
Return Approval Email Details
Below is the information we provide in your return approved email. Kindly read this email fully.
Recommended Couriers & Sites
For large rugs, we strongly advise ONLY using DHL via Transglobal Express. While we provide courier suggestions based on rug size, these are simply recommendations. You are free to use any site or courier, but Rug Love cannot be held responsible if a customer chooses a more costly service that differs from our recommendations without consulting us first.
Packaging & Rug Dimension Guidelines
Before scheduling your courier service, please carefully verify the dimensions of your packaged rug. The final dimensions depend on how the rug is rolled and wrapped, and we are not responsible for any discrepancies.
Important Packaging Tips:
- Tape down the packaging at each end of the rug to ensure the size remains within the quoted dimensions.
- Use the factory-sealed measurements below as a general guide, but always allow extra space if the rug is not wrapped as tightly as received.
- The most common cause of courier surcharges is incorrect dimensions being provided.
- Always add at least 5cm to the length of the rug when quoting dimensions. Example: If your rug is 240cm long, quote at least 245cm to the courier.
- Ensure the rug weight is entered correctly in KG. Some customers accidentally leave the default courier weight set to 1KG, which can result in additional charges.
Note: These dimensions we provide in your return email are only a guide. Your final packaged rug size will vary depending on how it is wrapped.
Booking Your Return
To successfully book your return, ensure the dimensions you provide are accurate (length, width, height, and weight).
Incorrect or undeclared dimensions may result in surcharges, for which Rug Love cannot be held responsible. Please double-check the dimensions you provide to the courier match the size of the rug when you have wrapped it. Please use the correct courier, for example only DHL for large rugs 160x230cm and above. Please contact us if you are unsure of anything before booking.
Key Reminders:
- Ensure the packaged length matches what was entered when booking the courier.
- Tape down the packaging at each end to avoid exceeding the quoted dimensions.
- If you are unsure about the weight or dimensions, please contact us before booking the courier.
Handmade and Jute Rugs Disclaimer
Our Handmade, 100% Jute, and Sisal rugs may have natural imperfections, which are considered part of their charm. Please review our disclaimers on these types of rugs in the help centre, as shedding, colour variations, and other characteristics are common and not considered defects.
Product Color & Design Disclaimer
At Rug Love, we pride ourselves on offering superior product descriptions and specifications that most rug retailers overlook. At Rug Love, we go beyond generic colour labels. We are the only UK rug retailer that provides a detailed breakdown of every shade present in each rug, helping you make a more informed buying decision. While most retailers simply describe a rug as ‘cream’ or ‘grey,’ we ensure you know exactly what tones and variations are included, allowing you to find the perfect match for your space. We include an in-depth breakdown of all colours and shades in each rug, along with material, pile height, pile weight, texture, pile type, and backing—ensuring you have all the details needed to make the perfect choice. We also lead the industry in showcasing in-situ user-generated content (UGC), being the first rug store to widely incorporate real-life images from Instagram and hundreds of our creators. This allows you to see how our rugs look in actual homes, providing a more genuine and accurate representation. Additionally, Rug Love is the only rug retailer to offer an AR rug visualiser, helping you preview how a rug will look in your space before you buy. We also provide more in-situ images—taken by us or sourced from Instagram—than any other rug store, ensuring a better visual representation of each rug.Colour and design discrepancies may occur due to variations in screen settings, lighting, and the natural materials used in our rugs. We strive for accuracy in our images, but slight differences may exist. If you are concerned about colour matching, we suggest visiting a physical store to view the rug in person. The images we use and colour classifications are supplied by the manufacturer and used by all UK retailers, whilst each persons opinion may vary.
Defective Product Claims
If you receive a rug with defects, please report it immediately. We require clear images to expedite the claims process and request a pick-up for inspection. If the rug is deemed defective, a replacement will be sent. If not, the rug will be returned to you.
Exchange Policy
If you need to exchange a rug, note that couriers cannot collect the original item during the delivery of the replacement. We will arrange for the original item to be returned after receiving the replacement. If you need help with exchanges, please contact us for more details.
Rug Dimensions
It's crucial to measure your space before purchasing a rug. If you order the wrong size, we will assist with a return, but please keep in mind that larger rugs can be expensive to return. Take a few minutes to measure your space before finalising your purchase.
Rug Packaging and Flattening
When you first unroll your rug, you may notice folds or creases from its packaging. These are temporary and will flatten over time. To help speed up this process, try rolling the rug in the opposite direction and letting it rest in a warm place.
Contact Us
If you have any questions or concerns, feel free to reach out. We promise to address all enquiries within 3 business hours during working days.
To initiate support, click here. We promise a response within 3 business hours.