Return Costs
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.
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