Delivery
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DELIVERY
Rug Love Shipping Details
- All rugs are dispatched promptly and delivered via trusted couriers across Mainland UK & the Scottish Highlands. Please note we are an online only retailer and only offer a delivery service.
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DISPATCH
Dispatch Time
- In-stock orders are dispatched within 1–2 business days (Mon–Fri), excluding public holidays.
- The quoted 1–2 days refers to dispatch, not delivery.
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DETAILS
Delivery Details
- Free delivery on all orders; no minimum spend.
- Deliveries take place Monday–Friday between 8 am–6 pm (no weekends/bank holidays).
- Most orders arrive next day after dispatch; allow up to 48 hours.
- Busy periods (e.g. Christmas): allow an extra 3 days before reporting a delay.
- Couriers may provide a 1–2 hour ETA, but please treat as an all-day window (8 am–6 pm).
- If delivery is missed, it’s automatically reattempted the next business day.
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SIGNATURE
Signature Requirement
- A signature is required for all items. If no one is available, the courier may reattempt, leave with a neighbour, or leave a notice.
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MISSING
Missing Item Investigation
- Can’t locate your parcel? Start a support request via our chatbot with your order number.
- We’ll raise a courier investigation (GPS, delivery photos, and signature checks).
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COURIERS
Courier Provider Information
- We use independent couriers (as used by other major UK retailers). We don’t control their internal routing or driver behaviour.
- If delivery fails, couriers typically reattempt the next working day or leave with a neighbour.
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AREAS
Shipping Locations
- We deliver exclusively to Mainland UK and the Scottish Highlands.
- We don’t deliver to Northern Ireland, Republic of Ireland, Scottish Islands, Channel Islands, or Isle of Man.
- Reasoning includes: export hub rejections, cross-border delays, occasional losses, expensive large-item returns, and unexpected duty/taxes.
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TRACK
Tracking & Responsibility
- Once dispatched, you’ll receive tracking details by email.
- We have access to the same live tracking data you see.
- We’re not responsible for courier delays after dispatch.
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PRE-ORDER
Pre-Orders
- Secure out-of-stock items via pre-order. Due dates apply to all orders for that item and update if suppliers change schedules.
- Dates can shift slightly due to supply-chain or shipping delays.
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RETURNS
Return Policy for Undelivered Items
- If your order hasn’t arrived within the expected timeframe, please see our Returns policy for guidance.
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SUPPORT
AI-Assisted Support
- Instant answers via our AI chatbot; if it can’t resolve, our team replies within 3 business hours (Mon–Fri).
💬 Initiate Support
We promise a response within 3 business hours.
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SUPPORT
- We are the first rug store to incorporate AI-assisted support, capable of delivering immediate responses 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 to address all enquiries within 3 business hours.
- Simply initiate support and get instant answers via the button below.
💬 Initiate Support
We promise a response within 3 business hours.
