Pre-Orders: Terms & Delays

The pre-order due date is the approximate date the supplier expects to receive the next delivery of stock. It is not a guaranteed stock-arrival date, dispatch date or home-delivery date.

Our product pages display the latest available supplier information and are updated hourly. If the supplier revises its estimated arrival date, the updated date will be reflected on the relevant product page when our stock information refreshes.

Please monitor the product page for the exact rug and size you have ordered. The date displayed when you originally placed your order may no longer be the current estimate.

Why can the due date change?

Rugs are often manufactured and shipped internationally. Production changes, shipping schedules, route diversions, port or customs delays, split shipments and warehouse processing can all affect when the supplier receives stock.

A date may move forward or backward several times before stock arrives. We display the latest supplier information available to us rather than guaranteeing an arrival date that the supplier cannot confirm.

Are the due dates the same at other retailers?

The supplier's estimated due date is the same for retailers sourcing the same rug from that supplier. No other retailer sourcing that incoming stock will receive it sooner than Rug Love. Other websites may display older dates if their information has not yet been updated.

The due date applies to the incoming stock, not to the date an individual customer placed their order. If the supplier revises the expected arrival date, that change applies to orders awaiting the same stock.

What if the due date has already passed?

Occasionally, the latest supplier estimate may remain visible after that date has passed because a revised date has not yet been supplied. A date in the past does not confirm that stock has arrived or that your order has been dispatched.

What if no due date is shown?

If the supplier has not provided an expected arrival date, pre-ordering may be paused until further information is available. Where offered, you can use the “Notify Me” option on the product page to request a back-in-stock email.

Placing a pre-order reserves your position in the queue for incoming stock. You do not need to place another order or contact us when the rug becomes available.

Existing pre-orders are prioritised before new orders. Incoming stock is allocated in the order pre-orders were placed, from oldest to newest.

• Customers who placed their pre-orders earlier are allocated available stock before customers who ordered later.
• If the supplier receives fewer rugs than expected, the incoming shipment may not be sufficient to fulfil every outstanding order.
• Orders that cannot be fulfilled from that shipment remain pending for the next available allocation, unless the customer chooses to cancel.
• Once your rug is available, your pre-order will proceed through the normal dispatch process. If you paid a 20% deposit, we will first email you to request the remaining balance.

Why is the rug showing as “in stock” when my pre-order has not been dispatched?

Supplier stock information may update before all existing pre-orders have finished being processed. A rug may therefore briefly appear in stock on our website while earlier orders are still awaiting dispatch.

This does not mean that new orders are being prioritised ahead of your pre-order.

What does “Last One” mean?

“Last One” indicates that only very limited stock remains available through the supplier. Supplier stock is shared across retailers, and the same remaining unit may be ordered at approximately the same time by more than one retailer.

If the supplier is unable to allocate that unit to your order, we will contact you with the available options, including waiting for the next stock delivery or cancelling for a full refund.

Secure your pre-order with a 20% deposit

Where the deposit option is available, you can reserve your rug by paying just 20% of the order price upfront.

• Pay 20% when placing your pre-order.
• Your pre-order joins the incoming-stock allocation queue in date order.
• Once your rug is in stock and ready for dispatch, you will receive an email requesting payment of the remaining 80% balance.
• The remaining balance is not charged automatically. You pay it using the instructions in the email.
• Your order can proceed to dispatch once the outstanding balance has been paid.

For example, if your rug costs £200, you can pay a £40 deposit when ordering. Once it is in stock and ready for dispatch, we will email you to request the remaining £160.

Available payment options may include Klarna, Clearpay, Laybuy, PayPal and standard card payments, subject to availability and the payment provider's terms.

Your pre-order price is protected

The price you agree to when placing your pre-order remains your order price, even if the advertised price changes while you are waiting.

This works both ways. If you secure a rug at a discounted price during a promotion such as Black Friday, you keep that price even if the promotion ends and the advertised price increases before your rug arrives.

Equally, if the advertised price decreases after you have placed your pre-order, your existing order price does not change automatically.

What happens when my rug comes back into stock?

Once the supplier receives the incoming stock, available rugs are processed and allocated to existing pre-orders in date order.

If your order has been paid in full, it will proceed through the normal dispatch process once the rug is available and ready. If you paid a 20% deposit, we will email you to request the remaining balance before dispatch.

The supplier's estimated stock-arrival date is not the date your order will be dispatched or delivered.

How long does delivery take after stock arrives?

Once your rug is available and ready for dispatch, our normal dispatch timeframe is 1–2 working days, Monday–Friday, excluding public holidays.

Orders are normally sent using a next-working-day courier service after dispatch. Courier delays can occur, and Scottish Highlands or remote mainland deliveries may require additional time.

You will receive a dispatch confirmation email titled “Your Order is On the Way” containing your tracking information once your rug has been sent. Courier tracking may take a little time to update after the first physical scan.

What if my order contains both in-stock and pre-order items?

In-stock items are normally dispatched separately rather than being held until the pre-order items arrive. This means items from the same order may arrive on different days with separate tracking information.

If you would prefer us to hold the in-stock items until your complete order is available, please submit a support request before those items are dispatched.

Pre-ordering is suitable for customers who are happy to reserve their chosen rug and wait for incoming stock. If you need a rug urgently or cannot accommodate a change to the estimated due date, an in-stock item may be more suitable.

If you have not yet placed an order

• Choose a rug that is currently in stock if you need it within a particular timeframe.
• Wait until your preferred rug becomes available before ordering.
• Where available, select “Notify Me” on the product page to request an email when the rug returns to stock.

If you have already placed a pre-order

• Continue waiting and retain your existing position in the stock-allocation queue.
• Check the product page for the latest estimated supplier stock-arrival date.
• Contact us if you would like to discuss changing to an alternative rug.
• Cancel your pre-order yourself at any time before dispatch for a full refund. Deposit customers must use their Order Status page; paid-in-full customers can use their Order Status page or the chatbot.

Most pre-order information and actions are available without contacting our team:

• Latest due date: Check the product page for your exact rug and size. Dates are updated hourly.
• Cancel a 20% deposit pre-order: Open your order confirmation email, select the “Order Status” button and cancel through your Order Status page. The chatbot cannot cancel deposit pre-orders.
• Cancel a paid-in-full pre-order: Use either your Order Status page or the chatbot.
• Dispatch and tracking: Check your dispatch email or our order-tracking page.

You do not need to submit a support request to cancel a pre-order. Please use the correct self-service cancellation method for your payment type.

If you need personal assistance with a price adjustment, alternative rug or another matter that cannot be completed through self-service, please submit a support request through our chatbot.

Our support team aims to respond within 3 business hours, Monday–Friday. Some enquiries may take longer to resolve where information is required from a supplier.

By placing a pre-order, you agree to the applicable order terms. Please review our Terms of Service, Delivery Information and Returns & Exchanges information before ordering. Nothing on this page limits or excludes your statutory consumer rights.