Rug Love Shipping Details

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AI-Assisted Support

We are the first rug store to incorporate AI-assisted support, capable of delivering immediate responses to a wide range of inquiries, including complex ones. This ensures you receive the information you need swiftly, without the wait typically associated with traditional customer service. If you can't find what you're looking for, our dedicated customer support is here to help. We promise a response to all inquiries within 3 hours during business hours. For any questions or concerns, please don't hesitate to contact us at hello@ruglove.co.uk. We promise to address all inquiries within 3 hours during business hours.

Alternatively, Initiate Support Here.

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Dispatch Time

In-stock orders are dispatched within 1-2 business days (Mon-Fri), excluding public holidays. To clarify, our quoted time frame of 1-2 days refers to dispatch, not delivery.

Delivery Details

• All orders are always shipped free of charge, with no minimum spend.
• Deliveries are made from Monday to Friday, between 8 am and 6 pm.
• Unfortunately, we can't guarantee an exact delivery time.
• Our couriers do not operate on weekends.
• If your order hasn't been shipped within the specified timeframe, we suggest first verifying whether it's a pre-order that you might have overlooked.

Upon dispatch, generally, orders are sent via a 24-hour next-day service so you can expect your rug the next day. However, it may occasionally take up to 48 hours to arrive. Although we send items using these services, during the busy festive period, we kindly ask that you allow a period of 3 days post-dispatch to report any undelivered items, allowing for potential minor courier delays in transit that may occur beyond our control. Most items should arrive on time, but slight courier delays are more common during this period due to the increase in volume being handled by couriers. We do apologize in advance for any delays and inconvenience caused. Please allow a few extra days for remote Scottish regions which are typically handled by a third-party courier. Occasionally, it can take up to 24 hours for the courier to update and display tracking information. At times, you might first get an email from us confirming the dispatch, followed by another around 4 p.m. with the tracking details once they're provided by the courier.

The courier may assign a 2-hour delivery window for your item, but please note that we cannot guarantee delivery within this timeframe due to factors outside our control. We recommend using the timeslot as a helpful estimate and treating the delivery as an all-day appointment, where the item may arrive at any time between 8 am and 6 pm. If your item is not delivered on the designated day, it will be scheduled for delivery on the following business day. We are unable to provide financial compensation for any delays that occur with the courier service. We extend our apologies for any inconvenience that may result from such delays.

Please make sure that there is someone available to provide a signature upon the delivery of your package, as a signature is required for all items. Please keep this in mind, especially if there is typically no one at home during the daytime. If there is no one available, the courier will take one of the following actions: They will make another delivery attempt on the next business day, leave the package with a neighbour, or leave a notice with additional instructions. Please be aware that we do not have control over which option the driver chooses. Additionally, please note that weekends are not considered business days. All our items are dispatched using a signed-for service. If a customer chooses to instruct the courier to leave an item without obtaining a signature, Rug Love cannot be held responsible for any missing or damaged items. We regret to inform you that no replacements or refunds will be provided under these circumstances, and this policy applies without exceptions. Please make sure to note any damage on the courier's documentation or refuse the delivery. By signing, you are acknowledging that you have received the item in satisfactory condition.

All of our products are shipped using a signed-for service. By signing for a parcel, you acknowledge receipt of the item in good condition. In the event of a damaged parcel, please still sign for it and make a clear note of the damage. Alternatively, you can choose to reject the item, and we will promptly arrange for a replacement rug to be sent to you. It is important to emphasize that if you mark the parcel as delivered in good condition or fail to specify any damage, you forfeit your right to request a refund or seek compensation from the courier. Typically, couriers allow a window of 7 to 14 days for you to report any delivery damage. Beyond this timeframe, claims for compensation will not be considered.

For pre-ordered items, refer to the product page for the most up-to-date estimated arrival, updated hourly. If a delay arises and you opt not to wait, you can cancel the order via the link in your confirmation email for a full refund. Remember, the due dates, which are approximate and subject to change beyond our control, represent our expected stock arrival, not your delivery. All UK rug stores share these same dates.

Rescheduled Deliveries
If your item is not delivered for any reason on the designated day, it will automatically be rescheduled for delivery by the courier on the following business day, so you do not need to take any action.

Signature Requirement
Please make sure that there is someone available to provide a signature upon the delivery of your package, as a signature is required for all items. Please keep this in mind, especially if there is typically no one at home during the daytime.

Common Delivery Failures
The most frequent cause of delivery failure is the customer not being available to sign for the item. All items are sent via a signed-for service, and delivery can also fail due to insufficient address details, such as missing door numbers or street names, or lack of access codes for flats and apartments.

Driver's Discretion
While we use a signed-for service, drivers may occasionally leave items in secure areas without obtaining a signature, for which we do apologise.

Missing Item Investigation
If you cannot locate your item, please raise a support request via our chatbot providing your order details. We will open a missing item investigation with the courier, requesting GPS data, delivery photos, and signatures to verify where the item was released by the driver and request the driver returns to the property to resolve if necessary. We resolve most issues with the courier within the hour and will be able to update you promptly with a resolution.

Courier Provider Information
The courier services are independent providers utilized by Rug Love and other retailers. We have no affiliation with these couriers and no control over their services or the actions of their drivers. If a delivery doesn’t take place on a given day, the courier will take one of the following actions: They will automatically make a delivery attempt on the next business day, leave the package with a neighbour, or leave a notice with additional instructions. Please be aware that while we use a strictly signed-for delivery service, we do not have control over the actions of the driver. On occasion, drivers may leave items in secure areas without obtaining a signature. Although this should not happen, we want to be transparent and acknowledge that it can occasionally occur, even with our signed-for service.

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Shipping Locations

We ship exclusively to the mainland UK and the Scottish Highlands. We do not deliver to any part of Ireland or Northern Ireland, the Scottish Islands, the Channel Islands, or the Isle of Man. We made the strategic choice to cease our deliveries to Ireland for several key reasons. These include items frequently being declined at the export hub, extensive delays in delivery, and instances of items going missing, resulting in customer dissatisfaction, and a decline in service quality. Additionally, managing returns and faulty items, especially larger ones, posed a cost-effective challenge. Furthermore, some customers were unaware of customs and duty taxes, leading to further frustrations in the delivery process.

Multiple Items

If you've ordered multiple rugs, they may be dispatched separately. Check your order confirmation to see the dispatch status of each item.

Delivery Address

We do not modify the delivery address post-purchase. It's sent to the courier exactly as provided. If there's an error, please get in touch with us immediately. Please ensure the address is correct and well-formatted to avoid delivery failures and delays.

Tracking & Responsibility

Once dispatched, we'll provide you with tracking details. We aren't accountable for delays post-dispatch and can only access the same tracking information shared with you.

Apartment/Flat Deliveries

We frequently face challenges with deliveries to apartments and flats. While couriers should ideally deliver directly to your door, this may not always occur. Please inform us of any special access requirements/gate codes that might facilitate delivery. If you experience any issues, first verify whether the package was left in a secure location, with a neighbour, or with building security. Should these options prove unfruitful, please don't hesitate to contact us for additional assistance.

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. To deter fraudulent activities, particularly in apartment complexes and flats, our policy stipulates that if the delivery service can provide photographic evidence of the delivery, we will exclusively provide a replacement for the item and will not process any refunds. If you find that your purchase was returned to us by our delivery partners, it could be due to one of the following reasons: the recipient declined the package, our delivery partner couldn't reach the address or find anyone present after multiple attempts, the delivery address had missing details, the package was damaged during transit, or the order wasn't collected from the designated access point within 10 days of arrival. All our items are dispatched using a signed-for service. If a customer chooses to instruct the courier to leave an item without obtaining a signature, Rug Love cannot be held responsible for any missing items. We regret to inform you that no replacements or refunds will be provided under these circumstances, and this policy applies without exceptions.

Handling Damaged Deliveries

All our deliveries require a signature by default. Here’s what you should do if you receive a damaged rug or notice any damage to the packaging:

Recommended Steps:

Reject on Arrival: If the rug or its packaging is clearly damaged during transit, we recommend rejecting the delivery. Inform the courier and refuse the item and mark it as return to sender

Outcome: We will send you a new rug or issue a refund. This is the most straightforward and best option.

Accepting the Item: If you choose to accept the item despite visible damage, please follow these steps:

Note the Damage: Immediately note any damage to the courier. This can be damage to the wrapping, rug backing, or anything unusual.

Sign with a Note: When signing for the item, specify the noted damage. This ensures there is a written record that the item was received with issues. This makes it much easier to file a claim with the courier.

Important Considerations:

Good Condition Acknowledgement: Signing without specifying any issues means you acknowledge the item was received in good condition. It is important to emphasize that if you mark the parcel as delivered in good condition or fail to specify any damage, you forfeit your right to request a refund or seek compensation from the courier.

Mishandling by Courier: Our rugs should arrive fully sealed to prevent any soiling during transit. Any deviations from this are typically due to courier mishandling. Informing the driver ensures we have a written record of the damage. This makes it much easier to file a claim with the courier.

Compensation Typically, we do not offer discounts for damaged items. Our preferred procedure is to have the damaged item rejected so we can send you a replacement. However, if you prefer to keep an item that was damaged during transit and receive a discount, it is crucial to report the damage to the courier. This enables us to file a claim with the courier, and any compensation we receive will be passed on to you.

please submit any damaged claims via our returns portal: Rug Love Returns Portal.

By following these guidelines, you help us ensure any issues are addressed swiftly and efficiently and provides recourse with the courier.

Last Unit

If you decide to place an order for a product that is marked as "Last One" on the product page. This designation is authentic and comes directly from the manufacturer, indicating that it's the final available unit. While we strive to secure this item for you, there is the occasional situation where, once a product reaches its last unit, it may become sold out or unavailable. This circumstance only applies to items we've labeled as "Last One." We kindly ask you to consider this possibility when purchasing with this prefix, as there's a chance it may not be available. If, in the rare event, the last unit becomes unavailable, we will promptly reach out to you. We will provide you with the option of either a refund or inform you about when the next batch of stock is expected. It's important to note that the stock status and stock due dates are consistent across all UK retailers since we all rely on the same suppliers.

As stated on our Google Business profile, website, help centre, and chat bot, we are an online-only retailer, and we provide delivery-only service. Collections and returns are not possible in person and must be done via courier.

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Pre-Orders

At Rug Love, we understand the excitement of getting that perfect rug. If your desired rug isn't available immediately, no worries! You can reserve it through our pre-order service. For each product on pre-order, we typically provide an "approximate due date" for your reference. Once your pre-ordered item is back in stock, we will automatically ship it to you. There's no need to reach out to us. Kindly allow for our standard dispatch and delivery times.

Due Dates Apply Universally

The pre-order due date we provide applies to all orders, regardless of when they were placed. If the due date changes or is pushed back, the updated date will apply to all pre-orders, irrespective of the original date quoted at the time your order was placed.

Please note that the ongoing crisis in the Red Sea may necessitate some shipping vessels to navigate via alternative, longer routes. This could potentially cause delays in the delivery of your pre-order.

As the very first rug store to provide live pre-order due dates, we provide you with real-time information on the expected dates of pre-ordered items. By providing live pre-order dates that are updated hourly, we aim to enhance your shopping experience and provide you with accurate information about when your selected rug will be available for delivery. It's worth noting that all UK rug stores receive stock from the same suppliers. This means no other retailer will get a pre-ordered rug faster than we do.

However, these estimated arrival dates can sometimes change due to factors outside our control. For the most recent updates, we invite you to check our website. We refresh the data every hour based on the latest from our suppliers. Once your rug is back in stock, we'll send it your way immediately. Remember, the date we provide is when we anticipate the rug arriving back in stock, not the day it'll arrive at your doorstep. We consistently provide the most current date available to us. Occasionally, this date might even be in the past, indicating the latest information in our possession.

Deposit Option

As the sole rug store to offer this option, we take pride in presenting you with a convenient and flexible solution. With our exclusive 20% pre-order deposit option, you can secure your desired rug without the need for a full upfront payment. If you choose to select the 20% pre-order deposit option, once the item is back in stock and ready for dispatch, you will automatically receive an invoice via email to pay the balance. Payment can be made using any of our accepted methods, including Klarna, Clearpay, Laybuy, and PayPal.

If you opt for our 20% deposit option, it guarantees the rug at its present price. You will settle the remaining balance at the price prevailing at the time of your order, irrespective of any potential increase in the rug's price.

If you decide you'd rather not wait or if an unexpected delay occurs, you have the flexibility to cancel your order through your order confirmation page. This will trigger an instant, full refund.

For those who choose to pre-order, we kindly ask you to monitor the expected delivery date on our site before and after your purchase; these are updated hourly.

Lastly, we don't offer financial compensation for delays. We understand the frustration they may cause, but rest assured, we're in the same boat as other retailers. If waiting becomes too much, remember that you can always cancel for a full refund at any point.

It's not unusual for pre-order due dates to fluctuate before the stock arrives. While we consistently update and display the most current date we have available, if you think these potential date changes might be frustrating for you, we suggest refraining from pre-ordering. Instead, you may want to wait until the item is back in stock before placing your order.

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By placing an order, you acknowledge and accept our terms of service and return, and refund policies. Familiarize yourself with these to ensure you're informed before making a purchase. These are available on each product page, our help centre, home page footer, return portal, and in your order confirmation email. Any failure to do so cannot be attributed to Rug Love. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering.