Delivery

Our website receives stock information from our supplier network, with stock availability updated hourly.

• Products shown as in stock are available according to the latest stock information received by our system.
• “Last One” means stock is extremely limited.
• Where only a very small quantity remains, another order may occasionally secure the final available unit before allocation is completed.
• If an item cannot ultimately be allocated, we will contact you and provide the available options.

Delivery routes are created by the courier on the morning of delivery. Where a timed delivery window is available, it is generated automatically after the driver's route has been planned.

DX Express routes and 2-hour time slots are generated on the morning of delivery. If you are checking early, please allow until approximately 10:30am for the route and delivery window to be generated.

Delivery windows are estimates rather than guaranteed appointments. Traffic, earlier deliveries and operational issues can affect the driver's route.

DX Express is commonly used for standard-sized rug deliveries.

• Once dispatched, your order is sent on a next-working-day service.
• DX Express normally provides an approximately 2-hour delivery window on the morning of delivery.
• The delivery window is generated automatically when DX creates the driver's route. Rug Love cannot select the time.
• If no delivery slot is generated once the day's routes have been allocated, this often indicates an operational issue.
• Where delivery cannot be completed that day, DX will normally automatically reschedule the parcel for the following working day.

When using our order lookup or contacting support, please use your Rug Love order number.

Your Rug Love order number is normally a five-digit number beginning with 2, for example #20433.

It can be found in your Rug Love order confirmation email and within the email subject line. Please check your spam or junk folder if you cannot locate the confirmation.

Once your order has been dispatched, check the tracking link contained within your “Your Order is On the Way” email.

For standard DX Express deliveries, DX normally allows you to:

• Nominate a neighbour who can accept and sign for the delivery.
• Select another delivery day when somebody will be available.

If your order is not delivered on the scheduled day, you normally do not need to take any action.

• The courier will normally automatically reschedule the parcel for the following working day.
• Tracking should update once the next attempt has been scheduled.
• A failed attempt can occur because nobody was available to sign, access could not be obtained, address information was insufficient or because of a courier operational issue.

If your delivery has been significantly delayed and the order is no longer required — for example, because it was required for a particular occasion — please submit a support request.

Where possible, we can contact the courier and request that the parcel is marked Return to Sender rather than continuing with delivery.

Once the return-to-sender process has been confirmed, we can process the appropriate cancellation/refund.

DX Express routes and 2-hour time slots are generated on the morning of delivery. If checking early, please allow until approximately 10:30am.

If no 2-hour time slot is generated once the day's routes have been allocated, this will often indicate an operational issue and delivery may not take place that day.

DX will normally automatically reschedule the parcel for the following working day and tracking will update accordingly.

This normally indicates a local operational issue such as route capacity, depot capacity or driver availability. The parcel will normally be automatically rescheduled for the following working day.

This can indicate a routing issue, misroute or temporary depot hold. In many cases this results in an approximately 24-hour delay before the parcel moves back through the delivery network.

Initially this can simply mean DX has received the shipment information but has not yet completed its first physical parcel scan.

If the status remains unchanged overnight or for an extended period, it can indicate a missed connection, missort or routing delay. These issues commonly resolve following the next courier scan.

On DX Freight deliveries this can appear before the actual delivery day. It does not necessarily mean the driver is currently travelling to your address. Please wait for the subsequent out-for-delivery update.

Please check your delivery address carefully when placing your order and again when you receive your order confirmation.

Orders are processed using the delivery details supplied at checkout.

Common address-related problems include:

• Missing house or flat numbers.
• Incorrect postcodes.
• Missing street names.
• Incomplete building information.
• Missing gate or apartment access codes.

If you live in a flat, apartment or restricted-access building, please be aware that most courier services operate by delivering to the closest accessible ground-floor delivery point.

Please ensure your delivery address contains all information required for the driver to locate and access the building.

• Include your full flat or apartment number.
• Provide any gate code, entry code or building access information.
• Include useful reception, concierge or security information where appropriate.
• Where a building has a reception, concierge, security desk or designated parcel area, the courier may deliver the rug there.
• Building access restrictions may prevent the driver from entering beyond the main entrance or accessible ground-floor point.

Orders containing more than one item do not always arrive together.

• Rugs may be dispatched separately from different warehouses or suppliers.
• A rug and anti-slip underlay may be sent as separate parcels.
• Each parcel can have its own tracking reference.
• Different parcels can occasionally use different couriers.
• Parcels dispatched together can still arrive at different times during the day.

If one parcel arrives first, please check all tracking information and allow until the end of the working day for any remaining parcel that is still shown as due.

If an order contains both in-stock and pre-order products, we do not normally hold the available products while waiting for the pre-order stock.

• In-stock items can be dispatched first.
• Pre-order items follow separately once stock becomes available.
• You may therefore receive separate dispatch confirmations and tracking references.

If you specifically prefer all items to be held and dispatched together once everything is available, please submit a support request.

If tracking records a delivery attempt but you believe the driver did not attend your property, please submit a Rug Love support request.

Through our courier support channels, where available we can request:

• GPS information from the recorded attempt.
• Photographic evidence.
• Driver information or delivery notes.
• Further information about the location attended.

This can help identify an incorrect-location attempt, address problem or courier error before the next delivery attempt.

Rug Love delivers to mainland UK, including the Scottish Highlands.

We currently do not deliver to:

• Northern Ireland.
• Republic of Ireland.
• Other EU destinations.
• Scottish Islands.
• Channel Islands.
• Isle of Man.
• BFPO addresses.

Scottish courier classifications can sometimes be confusing because courier delivery zones do not necessarily follow council or administrative boundaries.

Aberdeen City is separate from the Highland Council area, while Aberdeen and Aberdeenshire sit within the wider north-east / Grampian geography.

Different courier systems may therefore classify particular northern Scottish postcodes differently for operational purposes.

Where available, Rug Love offers a 20% pre-order deposit option.

• Pay 20% to secure the pre-order.
• This secures the rug at the agreed order price.
• Once the rug is available and ready for dispatch, the remaining balance becomes payable.
• An invoice/payment request will be sent for the outstanding balance.
• Available payment options include Klarna, Clearpay, PayPal and standard card/payment methods, subject to availability.

Louis De Poortere rugs are dispatched directly from Belgium.

Because these products travel from the manufacturer's European distribution point rather than a UK warehouse, please allow up to 7 working days for delivery.

Tracking information will be supplied once your order has been dispatched.

During exceptionally busy courier periods, particularly around Black Friday and Christmas, parcel volumes across UK courier networks increase significantly.

Our normal dispatch targets continue to apply where possible, but temporary delays can occur once parcels enter the courier network.

We recommend allowing additional time when an order is required for a particular date, event or gift during peak trading periods.