Return Costs
Estimated Return Costs
You can easily find a detailed breakdown of potential return costs by typing "return costs" or similar into our chatbot, which is available on every page of our website.
Estimated Return Costs
- Small Rugs & Runners (up to 120cm): Approx. £6
- Small Rugs (up to 125cm): Approx. £9-£12
- Large Rugs (160cm-199cm): Approx. £18-£28, depending on rug thickness and weight
- Extra Large Rugs (200cm+): Approx. £28-£48 via DHL
Note: These rates can vary daily and are intended as guidance only.
Large Rug Orders
For rugs sized 160 x 230cm and larger, you’ll need access to a printer to generate the courier label for returns. If online booking seems difficult, we suggest buying from a physical store.
Our Transparency Commitment
We prioritise transparency regarding return costs, especially for larger or bulky items. Courier costs are consistent with industry standards but are outside our control.
Return Process
Customers are responsible for managing and arranging returns. Always obtain proof of postage and use a tracked, insured service. Be sure to photograph the wrapped item before handing it over to the courier.
Recommended Couriers
- Small Rugs & Runners (up to 120cm): Parcel2Go with Courier Evri or DX
- Large Rugs (160cm and above): TransGlobal Express (DHL is often the most economical)
Exchanges
Visit our Rug Love Returns Portal to exchange a rug. Choose the exchange option and specify the size or rug you'd like. We will send the replacement once we receive the original item.
Handling Damaged Deliveries
Reject on Arrival:
If the rug or packaging is damaged during transit, refuse the delivery and mark it as "Return to Sender." We will send a new rug or issue a refund.
Accepting the Item:
If you choose to accept the delivery, note any damage to the courier. When signing, specify the damage for record-keeping. This helps when filing claims with the courier.
Disclaimers
Hand-Made/Jute/Sisal Rugs:
These rugs have natural imperfections called "Abrash," including variations in colour, design, and texture. These are not defects but part of the rug's unique character.
Wool and Shaggy Rug Shedding:
Shedding is a natural characteristic of wool and shaggy rugs. Regular vacuuming will reduce shedding over time.
Pile Flattening:
High-pile rugs may flatten over time, which is normal. If you’re concerned, we recommend shorter pile rugs (under 0.8cm).
Product Guarantee and Warranties
Rugs are governed by the Sales of Goods Act, which includes protection for reasonable use and wear. If you encounter an issue within 30 days of purchase, you are entitled to a refund or replacement. After 30 days, repairs or replacements may be offered.
Colour and Design Variations
Slight colour and design variations may occur due to different screen settings and dye batches. Returns due to dissatisfaction with colour will be handled according to our standard return policy.
To initiate support, click here. We promise a response within 3 business hours.
Return Cost Transparency & Courier Surcharges
We’re sorry to hear about this issue. At Rug Love, we strive to be as transparent as possible regarding return costs—more so than many of our competitors—because we understand how important clarity is for our customers.
Return costs are clearly listed:
- On every product page
- In a link included in every email we send
- Detailed in our Help Centre, chatbot, return portal, home page, and terms of service
We genuinely cannot think of anywhere else to make this information more prominent. Please review the return approval email you received, as it outlines all relevant details comprehensively. If you believe we’ve missed something, please let us know—we’re confident we have covered every scenario, including this one.
Possible Reasons for the Surcharge
This surcharge is most likely due to:
- The item being larger than the dimensions originally quoted to the courier.
- The incorrect courier being used instead of the one we recommend.
- Typo - Incorrect dimensions given to the courier due to a typing error.
Please double-check the dimensions you provided to the courier for any errors.
Return Approval Email Details
Below is the information we provide in your return approved email. Kindly read this email fully.
Recommended Couriers & Sites
For large rugs, we strongly advise ONLY using DHL via Transglobal Express. While we provide courier suggestions based on rug size, these are simply recommendations. You are free to use any site or courier, but Rug Love cannot be held responsible if a customer chooses a more costly service that differs from our recommendations without consulting us first.
Packaging & Rug Dimension Guidelines
Before scheduling your courier service, please carefully verify the dimensions of your packaged rug. The final dimensions depend on how the rug is rolled and wrapped, and we are not responsible for any discrepancies.
✅ Important Packaging Tips:
- Tape down the packaging at each end of the rug to ensure the size remains within the quoted dimensions.
- Use the factory-sealed measurements below as a general guide, but always allow extra space if the rug is not wrapped as tightly as received.
- The most common cause of courier surcharges is incorrect dimensions being provided.
- Always add at least 5cm to the length of the rug when quoting dimensions. Example: If your rug is 240cm long, quote at least 245cm to the courier.
- Ensure the rug weight is entered correctly in KG. Some customers accidentally leave the default courier weight set to 1KG, which can result in additional charges.
Example Rug Dimensions for Courier Quotes
| Rug Size | Length (cm) | Width (cm) | Height (cm) | Weight (KG) |
|---|---|---|---|---|
| 60 x 230cm | 70cm | 20cm | 20cm | 7KG |
| 80 x 150cm | 90cm | 20cm | 20cm | 7KG |
| 120 x 170cm | 120-125cm | 20cm | 20cm | 9KG |
| 160 x 230cm | 170cm | 23cm | 23cm | 15KG |
| 200 x 290cm | 205cm | 23cm | 23cm | 20KG |
| 240 x 340cm | 245cm | 25cm | 25cm | 25KG |
Note: These dimensions are only a guide. Your final packaged rug size may vary depending on how it is wrapped.
Booking Your Return
To successfully book your return, ensure the dimensions you provide are accurate (length, width, height, and weight).
❌ Incorrect or undeclared dimensions may result in surcharges, for which Rug Love cannot be held responsible. Please double check the dimensions you provide the courier match the size of the rug when you have wrapped it. Please use the correct courier, for example only DHL for large rugs 160x230cm and above. Please contact us if you are unsure of anything before booking.
✅ Key Reminders:
- Ensure the packaged length matches what was entered when booking the courier.
- Tape down the packaging at each end to avoid exceeding the quoted dimensions.
- If you are unsure about the weight or dimensions, please contact us before booking the courier.
Our Customers Love Us
Don't just take our word for it...
1,500 5 Star Photo Reviews!
