Return Costs
We want our returns process, customer responsibilities and potential return costs to be completely clear before you place an order.
No need to contact us — all returns, including defective items and courier-damaged orders, should be submitted directly through our Returns Portal.
Delivery from Rug Love is free, but standard returns are not free. If an item is unwanted or unsuitable, the customer is responsible for arranging, managing and paying for their own return courier.
Rug Love does not provide prepaid return labels, book collections or manage customer courier bookings for standard unwanted or unsuitable returns. We do, however, provide detailed guidance below to make arranging your return as straightforward as possible.
Manufacturing defects, courier-damaged items and incorrectly supplied items are handled separately through the same Returns Portal. Where a qualifying issue requires a return, we will provide the appropriate return or collection instructions.
Courier prices increased across the market during September 2026. The estimated return costs below were last checked and updated on 24 September 2026.
The costs below are based on the courier services and comparable rates Rug Love itself uses and pays when transporting rugs. They are provided so you can see a realistic indication of potential return costs before purchasing.
| Typical Packaged Length / Rug | Estimated Cost | Courier | Booking Service |
|---|---|---|---|
| Up to 120cm | £5.72 | Evri | Parcel2Go |
| Up to 125cm | £11.76 | DX | Parcel2Go |
| Up to 160cm | £32.45 | DHL | Transglobal Express |
| Typical 200 × 290cm rug | £36.01 | UPS | Transglobal Express |
| Up to 245cm | £48.01 | DHL | Transglobal Express |
- Return costs are determined primarily by the finished parcel dimensions and weight, not the purchase price of the rug.
- A £70 rug and a £700 rug with the same packaged dimensions and weight can therefore cost a similar amount to return.
- Length is particularly important. A 200 × 290cm rug will typically form a parcel approximately 205cm long once rolled and packaged — around two metres / 6ft 9in.
- Return costs are per rug, not per order.
- Large budget-priced, sale, Outlet or heavily discounted rugs can therefore have a return cost that appears high relative to the purchase price.
- Remote and Highlands postcodes, unusual dimensions, exceptional weights and seasonal courier charges may result in a higher price.
For an unwanted or unsuitable return, the customer is responsible for arranging, booking, paying for, packaging, labelling and managing the return until it has been safely delivered back to Rug Love.
This includes change of mind, an incorrect size ordered, a rug being unsuitable for the room, or a colour/design preference where the correct item has been supplied and conforms to its description.
For these returns, the customer is responsible for selecting a suitable courier or booking platform, entering the correct packaged dimensions and weight, paying the courier, producing and attaching any required labels, securely packaging the rug, arranging collection or drop-off, being available where a collection is booked, retaining proof of collection/postage and tracking the return.
Because you make the booking, you are the sender and courier account holder. If a collection fails, the parcel is delayed, a surcharge is raised, or a claim is required, this should be managed directly with the courier or booking service you selected.
Rug Love is an online-only retailer. Returns cannot be made in person and must be returned by courier.
You may use any suitable courier or booking service. To make arranging a return easier, these are the services we currently recommend based on the types of parcels we send ourselves:
- Up to 120cm: Evri via Parcel2Go.
- Up to 125cm: DX via Parcel2Go.
- Over 125cm / larger rugs: DHL or UPS via Transglobal Express.
- Typical 200 × 290cm rugs: UPS via Transglobal Express.
- Up to approximately 245cm: DHL via Transglobal Express.
Parcel2Go may offer drop-off services for some smaller parcels. Larger-rug services will usually require a collection and may require a printed courier label.
No printer? If your chosen large-rug courier provides a label PDF that must be printed, email the PDF to us and we can print it and post it to you.
When using Transglobal Express, the booking form may default to describing the parcel as a cardboard box. This can be left as shown for the booking; the rug itself does not need to be placed inside a cardboard box provided it is securely wrapped and protected for transit.
Very large rugs with a packaged length over approximately 300cm fall outside many standard parcel networks and require a specialist or oversized service.
For these exceptionally long parcels, Interparcel is currently one option worth checking. Two services we are currently aware of accepting this type of length are approximately:
- Proovia – around £53 where available.
- DX – around £69 where Proovia does not provide a quote.
Courier prices are calculated using the actual packaged dimensions and weight, rather than simply the advertised rug size.
- Rugs are normally rolled tightly along their shorter side, unless the rug was originally supplied folded.
- Fully roll and package the rug before taking your final measurements.
- Measure length, width and height at the widest points.
- Enter the actual packaged weight where available.
- Very thick, plush or shaggy rugs may be substantially bulkier and heavier than a standard rug of the same advertised size.
The examples below can help when obtaining an initial courier quote. They are estimates only; your own fully packaged dimensions take priority.
| Rug Size | Packaged Length | Width | Height | Estimated Weight |
|---|---|---|---|---|
| 60 × 230cm Runner | 70cm | 20cm | 20cm | 7kg |
| 80 × 150cm | 90cm | 20cm | 20cm | 7kg |
| 120 × 170cm | 120–125cm | 20cm | 20cm | 9kg |
| 160 × 230cm | 170cm | 23cm | 23cm | 15kg |
| 200 × 290cm | 205cm | 23cm | 23cm | 20kg |
| 240 × 340cm | 245cm | 25cm | 25cm | 25kg |
The vast majority of rugs fit within the standard examples above. Some super-plush shaggy rugs are considerably heavier and bulkier. The factory-sealed dimensions below are a guide only.
| Rug Size | Packaged Length | Width | Height | Weight |
|---|---|---|---|---|
| 70 × 140cm | 80cm | 22cm | 22cm | 8kg |
| 120 × 170cm | 130cm | 26cm | 26cm | 15kg |
| 140 × 200cm | 150cm | 28cm | 28cm | 21kg |
| 160 × 230cm | 170cm | 32cm | 32cm | 27kg |
| 200 × 300cm | 210cm | 41cm | 41cm | 44kg |
| Rug Size | Packaged Length | Width | Height | Weight |
|---|---|---|---|---|
| 120 × 170cm | 130cm | 26cm | 26cm | 15kg |
| 160 × 230cm | 170cm | 32cm | 32cm | 27kg |
| 200 × 290cm | 210cm | 41cm | 41cm | 40kg |
200 × 290/300cm Plush, Barnaby and Montana rugs typically package to approximately 210 × 41 × 41cm and weigh around 40kg or more. Current return-cost guidance for these exceptional rugs is approximately £104. Rates vary and this figure is guidance only.
A rug must be securely packaged so it remains protected throughout the return journey and does not expand in transit.
- Roll the rug tightly along its shortest side unless it was originally supplied folded.
- Use strong protective plastic or equivalent durable outer packaging and fully cover the rug.
- Secure the packaging firmly at both ends and along any joins.
- Do not place courier tape directly onto the rug, fibres or the rug's own product label.
- Do not use paper, cling film, weak wrapping or household bin bags as the sole packaging for a customer-arranged return.
- Standard unwanted returns should be clean, dry and in a resaleable condition, without pet hair, household/food odours or other contamination.
- Photograph the fully wrapped parcel before handing it to the courier.
- Retain proof of collection/drop-off and all tracking information.
Courier surcharges are separate from the estimated prices above and can normally be avoided by entering accurate parcel information.
- Fully package the rug before measuring it.
- Measure length, width and height at the widest points.
- Enter the correct weight in kilograms.
- Check that the selected service accepts the parcel size.
- Double-check all figures before paying.
Because the customer purchases the return service, any failed collection, rebooking, delay, loss, transit damage, surcharge or courier claim relating to that booking remains between the customer and the selected courier or booking platform.
If a customer-arranged collection does not take place, contact the company through which you booked the return. As the sender/account holder, they may need to speak directly with you.
- Transglobal Express: 0345 145 1212 or enquiries@transglobalexpress.co.uk. Have your DHL/UPS tracking number or TP reference available.
- Parcel2Go: use their online rebooking service to rearrange the collection.
Couriers are independent third parties and Rug Love does not operate its own return collection fleet, so we cannot control collection routes or driver attendance for customer-booked returns.
Exchanges are submitted through the same Returns Portal. Select Exchange and tell us which size or alternative rug you would like.
- The replacement is normally sent after the original item has been received back.
- Any price difference will be refunded or collected as appropriate.
- The return journey remains customer-arranged and customer-paid in exactly the same way as a standard refund return.
- A delivery courier cannot collect the original rug simply because they are delivering the replacement; the return courier must be booked separately.
No need to contact us first — submit the issue directly through our Returns Portal. These issues are reviewed separately from ordinary unwanted or unsuitable returns.
- For a manufacturing issue, select the relevant defect option and upload clear photographs and notes.
- For courier damage, upload photographs showing both the item and any relevant packaging damage.
- If a different rug, size or variant from the one ordered has been supplied, select the incorrect-item option.
- Where requested, tell us your preferred resolution, such as a replacement, refund or suitable alternative.
This does not affect your statutory rights.
If the rug or packaging is visibly damaged when the courier attempts delivery, you may refuse the parcel and ask the driver to mark it as Return to Sender.
If you accept the parcel, record the damage with the courier where possible and take clear photographs of the outer packaging and rug before disposing of any packaging. Then submit a courier-damage claim through our Returns Portal.
We go further than most online rug retailers with the product information we provide before purchase. Our aim is to give you as much useful information as possible about a rug's actual colours, appearance and characteristics before you order.
- The main product images and basic colour classifications are provided by the manufacturer and are generally the same core manufacturer-supplied information used by other UK retailers selling the same rug.
- For most rugs, Rug Love adds a much more detailed breakdown of the individual colours, shades and accent tones present in the design.
- Where available, we also add additional real-life photographs taken by Rug Love, alongside our Rug Visualiser and more detailed product information.
- Screen settings, brightness, room lighting, flooring, walls, furnishings and surrounding colours can all affect how a rug appears.
- Pile direction can change how light reflects from the surface, making the same rug appear lighter, darker or slightly different in tone when viewed from different directions.
- Colour terms such as beige, cream, taupe, greige, teal, duck egg, grey and blue can be interpreted differently by different people.
- Natural and handmade products may show normal variations in colour, pattern, yarn, stitching, texture and dimensions. Some rugs may also display abrash or tonal variation as part of their construction.
- Wool rugs naturally shed fibres, particularly when new, and some shedding may continue throughout the life of the rug. This is a natural characteristic and does not, by itself, indicate reduced durability or a manufacturing fault.
Digital images cannot guarantee an exact physical colour match in every room or on every device. We recommend purchasing from a physical retailer where the actual rug can be viewed in person under real-life lighting before purchase.
A colour preference, or a shade appearing different in your room, does not by itself mean that the product is defective or incorrectly supplied.
Where the correct rug, colour variant and design have been supplied and the item conforms to its description, a return because the colour, shade, tone or design is unsuitable is treated as an unwanted or unsuitable return. The customer is therefore responsible for arranging and paying for the return courier.
If you believe the item supplied is genuinely different from the product ordered, materially does not conform to its description, or has a manufacturing issue, submit the appropriate claim through the Returns Portal with photographs so it can be reviewed.
This does not affect your statutory rights.
For a standard return, notify us of your decision to return within 14 days of receiving your order by submitting the return through our Returns Portal. You then have a further 14 days to send the item back.
Once a return has been sent within the required period, it will not become invalid simply because the courier takes additional time to deliver it back to us.
Once your return has been registered, standard customer-arranged returns should be addressed to:
CW Flooring (Carpet Wizard)
436 Ormskirk Road
Wigan
WN5 9DF
CW Flooring / Carpet Wizard is the same premises as Rug Love returns. Rug Love is online-only and returns cannot be handed in personally.
- Remove or fully cover old delivery labels and barcodes before attaching the new return label.
- We recommend using your own name, telephone number and email address in both sender and receiver contact fields where a booking form requests them. This allows the courier to discuss the booking directly with you as the sender/account holder.
- If a receiver email is required, you may use hello@ruglove.co.uk.
- If a receiver telephone number is required, CW Flooring / Carpet Wizard can be entered as 01942 214336.
- If asked for parcel contents, enter This is a Rug.
- No paperwork needs to be placed inside the return unless specifically requested.
Our return premises accepts courier deliveries between approximately 9am and 5pm, Monday to Saturday, and somebody will normally be available to sign for the parcel.
If a courier records an unsuccessful delivery attempt, they will normally reattempt delivery on the next working day in accordance with their own service.
Returns must be registered through our Returns Portal so we can correctly identify and process them when they arrive.
- When your return reaches us, you will receive a Return Received notification.
- Please allow up to 48 hours from receipt for inspection and refund processing.
- You will then receive a separate refund confirmation.
- Refunds are returned to the original payment method.
- Banks and payment providers typically take around 3–5 business days after we process the refund for funds to appear.
- Klarna, Clearpay, Laybuy, PayPal and other payment providers may display refunds according to their own processing times. PayPal e-cheque refunds can take up to approximately 14 days.
Rugs are considerably larger and bulkier than ordinary parcels such as clothing. A rolled rug can be 160cm, 200cm, 240cm, 300cm or more in length, so the cost of transporting it can be substantially higher than returning a small parcel.
Many online rug retailers provide a return address and leave the customer to arrange their own return. We go further by publishing recommended services by rug size, realistic cost examples, estimated packaged dimensions and weights, packaging guidance and surcharge warnings before you need to make a return.
We deliberately repeat this information throughout the buying journey. Return information and cost guidance are provided on product pages, order communications, our Returns Portal, Returns & Exchanges information, Help/support content, our chatbot and this dedicated page.
This is so customers can consider the potential return cost before purchasing, particularly when ordering a large, heavy, budget-priced or heavily discounted rug.
Rug Love is one of the most competitively priced rug retailers online, and the cost of returning a rug is similar to that of other online-only rug retailers.
No need to contact us — all returns, including defective items and courier-damaged orders, should be submitted directly through our Returns Portal.
Use your Rug Love order number and the email address used to place your order. Your Rug Love order number can be found in your order confirmation email and is a five-digit number beginning with #2, for example #23454.
If you are unsure about the appropriate courier, parcel dimensions, return type or anything else before paying for a customer-arranged return booking, please use our support chatbot.
We respond within 3 business hours.
If you need a member of our team to review something, use the support request option within the chatbot. Simply typing a question into the automated chat does not itself submit a support request to our team.
Our Customers Love Us
Don't just take our word for it...
1,500 5 Star Photo Reviews!
- We are the first rug store to incorporate AI-assisted support, capable of delivering immediate responses including complex ones.
- This ensures you receive the information you need swiftly, without the wait typically associated with traditional customer service.
- If you can't find what you're looking for, our dedicated customer support is here to help.
- We promise to address all enquiries within 3 business hours.
- Simply initiate support and get instant answers via the button below.
We promise a response within 3 business hours.
