Return Costs

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COSTS

Return Cost Transparency

You can easily find a detailed breakdown of potential return costs by typing “return costs” (or similar) into our chatbot on any page. You’ll find similar return costs across most online-only retailers. For example, Wayfair quotes £20–£50 for returning large rugs. As an online-only retailer, all returns must be sent back via courier; returns in person are not possible.
Rugs are rolled along the shorter side — for example, a 160x230cm rug will roll to a length of 160cm.
At Rug Love, we believe in complete transparency when it comes to return costs. Rugs are bulky and heavy items, so returns are naturally more expensive than smaller products like clothing.
Many retailers don’t display this information at all — but we choose to be upfront so you can make an informed decision.Rug Love is one of the most competitively priced online retailers, our prices are typically more competitive than those of some market leaders like Rugs Direct or similar online only rug retailers where you will pay similar return costs.
Whilst delivery is always free, unfortunately as an independent business we are unable to also offer free returns for unwanted items or incorrect sizes ordered. Please measure your space prior to ordering to avoid preventable returns.

Colour Information Transparency

The images and colour classification are provided by the manufacturer used by all UK retailers. Additionally, we state upfront in the product description that shedding is a normal characteristic of wool rugs, so you know what to expect before ordering. We also explain that hand-woven products will feature natural imperfections, as they are individually crafted. Each piece is unique, with natural variations — known as abrash — in colour, size, design, pattern, yarn, stitching, and texture. Shedding is normal and expected with all wool rugs, sometimes lasting for the rug’s entire lifetime, but it does not affect durability.
We are the only rug retailer to provide a full colour breakdown of each shade for most rugs.
We also provide more real-life images taken by us than any other rug retailer and a Rug Visualiser.
Our product descriptions offer detailed specifications that many retailers overlook.
If exact colour matching is essential, we recommend in-store shopping, as images can never fully replicate seeing a rug in person — a limitation of buying online.

Return Cost Exceptions

Our quoted costs are usually accurate year-round, but couriers may add seasonal surcharges during peak periods such as black friday and Christmas.
In rare cases, returning very large rugs (200 × 290 cm+) from remote or offshore locations may incur extra charges due to size/weight.
Return costs are based on the rug’s size and weight, not its value — e.g. a £70 rug and a £700 rug of the same size cost the same to return.
Return costs apply to both exchanges and refunds; the method you choose has no impact on the courier cost of returning the item.
Please note that for any exchange, couriers cannot collect the return at the same time as delivering the new item.

Budget-Priced Ranges

Return costs can sometimes be high relative to the rug price, especially for our budget priced ranges in the larger 200x290cm sizes.
Examples of our budget-priced ranges in larger sizes include Perla, Elysium, Oxford, Obsidian, Maia, Simple, Chester, Comfy, Emperor, Isabella and Hamilton.
It is the length that drives the cost up, e.g. a 200 × 290 cm rug is 6 ft 6 in long, making shipping more expensive.
Return costs are per rug not per order.

Size-Based Estimated Costs

Small Rugs & Runners (up to 120 cm): Approx. £5.72
Small Rugs (up to 125 cm): Approx. £10.62
Large Rugs (160–199 cm): Approx. £22.80 — very plush/thick rugs may cost more, but most are covered.
Extra Large (200 × 290 cm): Approx. £38.68 via DHL
Oversized (240 cm+): Approx. £44.72 via DHL

Customer Guidance

You can find a detailed breakdown of potential return costs by typing "return costs" or similar into our chatbot, also available on every product page of our website under the "returns tab" and in your order confirmation email.
Please measure your space before ordering to prevent avoidable returns and review return costs in advance especially for large rugs.
Just type “return costs” into the chatbot or view the Returns tab on every product page or link in your order confirmation email.
Instant answers to all return queries are available in our chatbot.

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EXCEPTIONS

Why These Rugs Cost More to Return

These ranges are much heavier than standard rugs.
Factory-sealed sizes below are guides only — always quote your actual wrapped size to avoid surcharges.

Asiatic Plush & Montana Shaggy

Barnaby Shaggy

Important Notes

200 × 290 cm in Plush, Barnaby or Montana typically packs to ~L210 × W41 cm and >40 kg — return cost ~£104.
Rates vary daily and are guidance only.

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SUPPORT