Not Received Order Confirmation Email?
📦Order Confirmation Help
If you cannot find your Rug Love order confirmation email, please follow this guide. Confirmation emails are sent automatically to the email address provided at checkout, normally immediately after an order is placed.
Start by checking your spam or junk folder and confirming which email address you used.
📥1. Check Your Spam or Junk Folder
If you entered the correct email address at checkout, your confirmation may have been filtered into your spam or junk folder.
• Search all folders for Rug Love and check the date and time you placed your order.
• Your confirmation email is normally timestamped at the time of purchase. Try filtering your inbox around that time.
• Check other inbox tabs, such as Promotions, and any archived or deleted emails.
📧2. Confirm the Email Address Used
Double-check which email address you entered at checkout. You may have used a work address, a partner’s address or accidentally mistyped your email.
If you think you entered the wrong address, submit a support request through our chatbot with the correct email address. We can verify the order and resend the confirmation.
If you use multiple email accounts, check each one before contacting us.
🔎3. Find Your Rug Love Order Number
To check your order through our website or chatbot, use your Rug Love order number.
• Correct format: Five digits, beginning with #2, for example #20433.
• Where to find it: Your order confirmation email or the order details shown when checkout is completed.
• Numbers that will not work: PayPal or Klarna transaction references, courier tracking numbers or Shopify references such as #0K5NYK59T.
Use the same email address that you entered at checkout when checking your order.
❗4. Check You Ordered from Rug Love
We are Rug Love. Another retailer, Love Rugs, has a similar name, and customers sometimes contact us about orders placed elsewhere.
Current Rug Love order numbers contain five digits and start with #2. If your reference starts with a much lower number, such as #13…, #14… or #15…, please check the retailer named on your confirmation email and payment record.
We can only locate and assist with orders placed directly with Rug Love.
💳5. Was My Order Successful?
If checkout completed and you received a Rug Love order number, this is a useful indication that your order was placed. Not receiving an email does not automatically mean your order failed.
If checkout did not complete, your payment may have been declined or may only appear as a temporary pending authorisation with your bank.
If you are unsure whether your order was successful, please contact us through the chatbot rather than placing a duplicate order.
Payment is normally taken at checkout. For pre-orders, the applicable deposit or payment arrangement is shown at checkout.
📝6. View Your Order and Check Details
You do not need to create an account or log in to view your order. Select View Order in your confirmation email.
You can review the rug, colour and size ordered, your payment details and the billing and delivery addresses provided.
If something is incorrect, raise a support request through the chatbot promptly. You can also use the available self-service options to check, track or cancel an eligible order.
For delivery tracking, visit Track Your Order.
📦7. Order Confirmation vs Dispatch and Tracking Emails
Your order confirmation is sent when you place your order. It is different from the dispatch email and the courier tracking notification.
You may receive a dispatch notification before the courier tracking link becomes active. Tracking details can follow later once they are available.
For in-stock rugs, dispatch normally takes 1–2 working days (Monday to Friday, excluding public holidays). This is the dispatch timeframe, not the delivery timeframe.
Most orders travel on a next-working-day courier service after dispatch, but please allow up to 48 hours for transit delays. Scottish Highlands deliveries normally use a three-day service.
Some couriers provide a one- or two-hour delivery window; larger freight deliveries may instead use an all-day service. Delivery changes and preferences depend on the courier and the options shown in your tracking link.
Items marked Last One are subject to final stock availability. Pre-orders follow the latest due date displayed on the product page.
🏠8. Why Does My Confirmation Show an Old Address?
Your order confirmation is a snapshot of the details provided at the moment of purchase.
If an address amendment is successfully made afterwards, the original email will not update to show it. For example, an order placed at 10:25 am will retain its original confirmation details even if an amendment is accepted at 10:26 am.
Select View Order in the confirmation email to check the latest order details. Do not assume an address change has been made unless it is confirmed.
📍9. Incorrect Delivery Address or Missing Details
Please check your delivery address carefully, including your flat or apartment number, building or house number, street and postcode.
Our checkout uses address validation to help identify possible mistakes. If an alert appears, review it carefully; the details supplied at checkout are important for courier delivery.
If your delivery address is wrong or incomplete, submit a support request as soon as possible, ideally before dispatch. Include your full name, order number, email address and the complete corrected address.
Our team aims to respond within three business hours during support opening hours. Address changes cannot always be guaranteed once an order has been processed or dispatched.
The delivery address determines where your rug is sent. An incorrect billing address does not normally change the delivery destination.
🙋Still Need Help?
If you have checked the steps above and still cannot locate your confirmation or order, please submit a support request using the chatbot on our website.
Include your full name, delivery postcode, email address used at checkout and details of the rug ordered. Include your order number if you have it. This helps us locate and verify the order.
Our customer support team aims to respond within three business hours during Monday–Friday opening hours.
Important: Simply typing a message into the chatbot does not necessarily create a support request. Please select Submit Support Request and complete the form so your enquiry reaches our team.
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