Delivery

For in-stock products, our 1–2 working day timeframe is for dispatch only (Monday–Friday, excluding public holidays). Most orders dispatch promptly, but please allow the full quoted timeframe. A product shown as a pre-order follows its separate estimated stock-arrival timetable.

We book parcels on a next-working-day service. Arrival the following working day is normal but not guaranteed. Delivery depends on the courier's network, depot movements and route allocation. Monday–Friday delivery is usual, generally within 8am–6pm; times and windows are estimates, not appointments guaranteed by Rug Love.

Courier volumes can rise substantially during seasonal peaks, resulting in longer transit times, depot backlogs and rescheduled routes. Our quoted dispatch timeframe remains our normal target, but please allow additional time for important occasions. A next-day service booking does not override the courier's actual tracking status.

Find the message or warning sign shown in DX tracking. These are common indicators rather than guarantees; the latest courier tracking remains the most reliable update.

↔ Scroll the table sideways to read all details on a mobile.

Once your dispatch email arrives, allow until the evening for courier tracking to activate. Only after the first scan may the DX Express website offer options to choose another delivery day or nominate a neighbour to sign for the parcel.

DX Express windows are normally generated on the morning of delivery. If you check early, allow until approximately 10:30am. No window by lunchtime can indicate a delay; see the tracking-status table above.

DX Freight (L-reference): all-day 8am–6pm, with no 2-hour slot. Drivers are not required to call ahead; we pass on the telephone number supplied at checkout, but you should rely on tracking and arrange for somebody to be available.

Both services are booked on a next-working-day basis after dispatch, but delivery on the next working day is not guaranteed. DX normally sends an out-for-delivery text for both services. If no text has arrived, check the courier’s tracking website for the latest location and status; the parcel may still be at the collection depot or delayed in transit.

If you have ordered more than one item, including a rug plus anti-slip underlay, do not assume all items will arrive together.

• Each item will normally have its own tracking reference.
• Please check the dispatch and tracking information sent for each individual item.
• Rugs may be dispatched separately from different warehouses or suppliers.
• A rug and anti-slip underlay are separate products and may be sent as separate parcels.
• Different items can use different couriers and can arrive on different days or at different times.
• Parcels dispatched together can still arrive at different times during the day.

Anti-slip underlay is classed as a separate product. It may arrive with your rug or in a separate package.

• If anti-slip was added at checkout, both items will often be fulfilled together where possible.
• If supplied separately, it may be dispatched from a different location and have separate tracking.
• If your rug arrives without the anti-slip, check the separate tracking information first to see whether the underlay is still in transit or due separately.

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 a courier delivery fails or is delayed, no action is normally required. DX generally arranges the next attempt automatically and updates tracking when a new route is scheduled. A following-working-day attempt is common, but not guaranteed if the parcel needs rerouting or there is another operational problem.

• Common causes include no-one available to sign, access problems, incorrect or incomplete addresses, depot misroutes, missed connections and a driver running out of time.
• If DX sends a parcel to the wrong depot, it normally redirects it internally, with an estimated 24–48-hour delay. No action required.
• If tracking shows the parcel scanned back into the depot after being out for delivery, it will not arrive that day. No action required for the routine rescheduling.
• If an address or access code needs correcting, a delivery attempt appears to be at the wrong property, attempts repeatedly fail or tracking remains unchanged for an extended period, submit a Rug Love support request.

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

Your delivery address is exported to the courier exactly as provided at checkout. Rug Love does not alter the address before dispatch, so please verify the details in your order confirmation carefully.

Common address-related problems include:

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

Courier drivers are not required to carry rugs upstairs, use internal staircases or lifts, or take large and heavy items to an upper-floor apartment door.

Please make sure somebody is available to accept the delivery at the closest accessible ground-floor point and that you have made your own arrangements to move the rug from there if required.

Your delivery address must contain 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.

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.

This is normally the quickest and most effective way to investigate an issue involving a Rug Love shipment.

Depending on the issue and courier, we can:

• Contact the courier through our priority support channels.
• Request GPS delivery information.
• Request delivery or attempted-delivery photographs.
• Check signature information.
• Request additional driver information.
• Investigate misroutes and depot holds.
• Request address corrections where possible.
• Request another delivery attempt.
• Request removal of the DX signature requirement.
• Request Return to Sender where appropriate.
• Open a missing-item investigation or courier claim.

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.

We deliver to the Scottish Highlands at no additional delivery charge from Rug Love.

Deliveries to these locations operate differently from our standard mainland courier service.

The parcel travels through the main courier network before being handed to a third-party local courier for the final part of the journey.

Once the parcel has been handed to the local third-party courier, we have no further tracking visibility.

The local couriers used for these remote deliveries operate using manual paperwork completed by hand rather than electronic parcel scanning and live online tracking.

• Tracking will stop updating once the parcel has been handed to the local courier.
• The parcel can still be progressing towards you even though no further electronic tracking scans appear.
• The local courier records the final delivery manually using paperwork.
• Proof of Delivery information may only become available after the paperwork has been returned and processed.

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.

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.

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.

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.