Return Costs

• You can easily find a detailed breakdown of potential return costs by typing “return costs” (or similar) into our chatbot on any page.
• 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

• 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
• 70 × 140 cm — Packaged: L080 × W22 × H22 cm — 8 kg
• 120 × 170 cm — Packaged: L130 × W26 × H26 cm — 15 kg
• 140 × 200 cm — Packaged: L150 × W28 × H28 cm — 21 kg
• 160 × 230 cm — Packaged: L170 × W32 × H32 cm — 27 kg
• 200 × 300 cm — Packaged: L210 × W41 × H41 cm — 44 kg

• 🔹 Barnaby Shaggy
• 120 × 170 cm — Packaged: L130 × W26 × H26 cm — 15 kg
• 160 × 230 cm — Packaged: L170 × W32 × H32 cm — 27 kg
• 200 × 290 cm — Packaged: L210 × W41 × H41 cm — 40 kg

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

• For rugs 160 × 230 cm and larger, you’ll need a printer to generate the courier label for returns. If online booking is difficult, consider purchasing from a physical store.

• We prioritise transparency around return costs, especially for larger or bulky items. Courier pricing aligns with industry norms but remains outside our control.

• Customers are responsible for arranging returns. Always obtain proof of postage and use a tracked, insured service. Photograph the wrapped item before handing to the courier.

• Small Rugs & Runners (up to 120 cm): Parcel2Go (Evri or DX)
• Large Rugs (160 cm and above): Transglobal Express — DHL is usually most economical

• Visit our Returns Portal to request an exchange. Choose Exchange and specify the size/rug you’d like. We dispatch the replacement after the original is received.

• Reject on Arrival: If the rug or packaging is damaged, refuse the delivery and mark “Return to Sender.” We’ll replace or refund.
• If Accepted: Note any damage on the courier’s paperwork to aid a claim.

• Hand-Made / Jute / Sisal Rugs: Natural imperfections (“Abrash”) in colour and weave are normal.
• Wool & Shaggy Shedding: Shedding is natural; regular vacuuming reduces it over time.
• Pile Flattening: High-pile rugs may flatten; choose shorter pile (under 0.8 cm) to avoid.

• Rugs fall under the Sale of Goods Act for reasonable use and wear. Issues within 30 days qualify for refund or replacement; after 30 days, repairs or replacements may be offered.

• Slight colour/design variations may occur due to screens and dye batches. We detail every shade so you can buy with confidence.
• We also provide in-situ images and our AR Visualiser to preview each rug in your space before purchase.

• Return cost guidance appears on product pages, in emails, our Help Centre and chatbot.
• Common surcharge causes: incorrect dimensions/weight quoted, or using a non-recommended courier for large rugs.
• Recommended for large rugs: DHL via Transglobal Express.
• Packaging tips: Tape ends securely; quote accurate length (+5 cm margin) and true weight (kg).

• Final checks: Confirm measurements, use the recommended courier, and contact us if unsure before booking.

We promise a response within 3 business hours.