Returns, Exchanges & Return Costs
↩ Returns, Exchanges & Return Costs
We want our returns process, customer responsibilities and potential return costs to be completely clear before you place an order.Return information and access to our Returns Portal can be found in your order confirmation and subsequent emails, on every product page, our Returns Portal page, the Returns section of our chatbot, and in the website footer.
No need to contact us first — returns, exchanges, manufacturing defects, courier damage and incorrect-item claims should be submitted directly through our self-service Returns Portal.
Delivery from Rug Love is free, but returns are not free. For unwanted or unsuitable items, including exchanges, the customer is responsible for arranging, managing and paying for their own return courier.
This is how the vast majority of returns are handled. Rug Love does not provide prepaid return labels, book collections or manage customer courier bookings for unwanted or unsuitable returns. We do, however, provide detailed courier, packaging, parcel-size and cost guidance to make arranging your return as straightforward as possible.
Rug Love is an online-only retailer and returns can only be made by courier. If you are purchasing a large or bulky rug, please consider before ordering how you would return it if it proves unsuitable. If you are unsure, unable or not confident arranging a courier return yourself, please take this into account before purchasing.
Manufacturing defects, courier damage and incorrectly supplied items are exceptions to the normal customer-arranged return process. Manufacturing defect and courier-damage claims must include clear supporting photographs because Rug Love submits the evidence to the relevant manufacturer or courier for assessment. We cannot submit these claims without the required photographic evidence.
↩Returns Portal – All Returns & Claims Start Here
All returns, exchanges, manufacturing-defect claims, courier-damage claims and incorrect-item claims should be registered through our self-service Returns Portal. This creates the return record against the correct Rug Love order and gives you the relevant instructions for the return type selected.
Because Rug Love uses a third-party returns platform to create and manage return records, sending an item back without first registering it through the Returns Portal means there may be no return record against your order and can significantly delay identification and processing. Our return address is therefore provided within the return instructions issued after a return is submitted through the portal. This operational requirement does not limit any statutory cancellation or consumer rights that apply.
Use your Rug Love order number and the email address used to place the order. Rug Love order numbers are five digits beginning with #2, for example #23454.
Rug Love has visibility of activity within the Returns Portal, including successful submissions, unsuccessful access attempts and errors generated when a return is attempted. If you believe you have tried to submit a return but have been unable to do so, tell us while your applicable return period is still open. Where available, we can review portal activity relating to your order and help identify the reason.
For an unwanted or unsuitable return, saying after expiry that the portal previously did not work does not, by itself, extend or reopen the return period. Where available, we can review the portal activity associated with the order.
- Invalid order number: enter your Rug Love order number only. It is a five-digit number beginning #2. If your order number does not look like this, check your order confirmation and verify that the purchase was made with Rug Love rather than another retailer with a similar name.
- Email mismatch: use the email address attached to the Rug Love order.
- Return already submitted: the same item cannot be submitted twice. Check your email, including spam/junk, for the return instructions already issued.
- Item not fulfilled: a return cannot be registered for an item that has not yet been dispatched.
- Outside return period: the unwanted/unsuitable return period recorded against the order has expired. Statutory rights relating to genuinely faulty, incorrectly supplied or non-conforming goods remain separate.
✉Your Return Instructions Email
After a return is submitted through the portal, return instructions are sent by email. Please read that email fully before arranging your return.
It contains the relevant return guidance, including the return address, recommended courier/booking services, packaging and parcel-dimension information and step-by-step help with arranging a customer return where applicable. The return address is provided only after your return has been submitted and approved through the Returns Portal. If you cannot see the email, check your spam/junk folder.
The return email is time-stamped and forms part of the record of the return instructions provided. If you remain unsure after reading it, submit a Support Request before paying for a courier booking.
14 14-Day Return Window – Strictly Enforced
For an unwanted or unsuitable return, you must notify us of your decision to return the item within 14 days of the date you receive it. Our designated and clearest return process is to submit the return through our self-service Returns Portal, after which you have a further 14 days to send the item back. If you are exercising a statutory cancellation right, nothing in this guide prevents you from giving us a clear statement of cancellation by another legally valid method within the applicable period; however, you should still register the return through the portal where possible so we can identify and process it correctly.
It is based on the date the order is delivered to you, not the date it was ordered or dispatched. If the original delivery was delayed in transit, this does not reduce your 14-day return period — the period begins when you actually receive the goods.
Once that return period has expired, we do not grant discretionary extensions or reopen the unwanted/unsuitable return route, regardless of the reason given or whether an exchange is proposed. This policy is applied consistently because extending the period creates uncertainty over use, handling and condition after the normal return window. Please therefore submit your return through the Returns Portal within the required period. This does not affect separate statutory rights relating to faulty, incorrectly supplied or non-conforming goods.
We strongly recommend opening and inspecting your rug as soon as it arrives, even if you do not intend to use it immediately. The 14-day notification period starts when you receive the item; it does not start when you choose to open, inspect or use it. Leaving a rug packaged because it is intended for a future room, move, renovation or occasion does not extend the unwanted/unsuitable return period.
If you discover damage, an incorrect item or another potential issue, please notify us promptly and provide the requested photographs and information so the matter can be investigated while the relevant evidence and packaging are still available.
Once an unwanted or unsuitable return has been correctly submitted within the required period and then sent back within the applicable return period, a delay by the return courier while the parcel is already in transit will not by itself invalidate the return.
C Colour, Design & Product Appearance
We go beyond basic manufacturer colour classifications by providing considerably more detailed product information before purchase. Our aim is to give you as much useful information as possible about a rug's colours, shades, appearance and natural characteristics before you order.
- The principal product images and basic colour classifications are supplied by the manufacturer and are the same core manufacturer-supplied imagery made available to UK retailers selling that rug. Rug Love goes further than relying on those images alone by adding additional specifications and product information, our own real-life photographs where available, and detailed colour guidance that is often not provided elsewhere.
- Manufacturer colour classifications are often broad — for example, a rug may simply be classified as beige, grey, blue or cream. For most rugs, Rug Love adds a much more detailed breakdown of the individual colours, shades, tones and accents present within 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.
- Production and dye batches can vary slightly in shade or tone. Natural fibres and dyed yarns can take colour differently between batches, so two rugs of the same design and colourway are not always guaranteed to be an exact shade match.
- Colour terms such as beige, cream, taupe, greige, teal, duck egg, grey and blue can be interpreted differently by different people.
- Handmade and handwoven products can naturally show variations in colour, pattern, yarn, weave, stitching, texture and dimensions. Abrash or tonal variation can also be a natural characteristic of the manufacturing method rather than a defect.
- Wool rugs naturally shed fibres, particularly when new, and some shedding may continue throughout the life of the rug. We highlight this characteristic within relevant product information before purchase. Normal wool shedding does not, by itself, indicate a manufacturing defect or reduced durability.
Digital images cannot guarantee an exact physical colour match in every room or on every device. If you require a rug to precisely match existing furniture, flooring, paintwork or furnishings, we recommend purchasing from a physical retailer where the actual rug can be viewed in person under real-life lighting before purchase.
This is an inherent limitation of buying colour-sensitive products online, not something unique to Rug Love. The same physical rug can look different between screens and rooms because of device calibration, brightness, lighting, surrounding colours and pile direction. This is one reason we go beyond the manufacturer's core imagery by providing our own additional information and, for most rugs, a detailed colour/shade breakdown.
C Colour Dissatisfaction & Returns
Personal dissatisfaction with a rug's colour, shade, tone, design, texture or how it appears within your room does not, by itself, establish that the product has a manufacturing defect.
Where the correct rug, colour variant and design have been supplied but the colour, shade, tone, design, texture or appearance is unsuitable for your room or personal preference, the item should be submitted as an unwanted or unsuitable return.
The customer is responsible for arranging and paying for the return courier in accordance with our customer-arranged return process.
If you believe the item supplied is genuinely different from the product ordered, materially differs from its description, or has a manufacturing issue, submit the appropriate claim through the self-service Returns Portal with photographs and an explanation of the specific difference so it can be reviewed.
This does not affect your statutory rights.
↔ Exchanges for a Different Size or Rug
Exchanges are submitted through the same self-service Returns Portal. Select Exchange and tell us which size or alternative rug you would like.
Choosing to exchange a rug rather than request a refund does not change responsibility for the return journey. Exchanges remain customer-arranged and customer-paid in exactly the same way as an unwanted or unsuitable return.
- The replacement is normally sent after the original item has been received back.
- Any price difference will be refunded or collected as appropriate.
- You remain responsible for arranging, booking and paying for the return courier for the original rug.
- The original rug remains your responsibility until it has been safely received by Rug Love.
- A delivery courier cannot collect the original rug simply because they are delivering the replacement; the return courier must be booked separately.
£ Estimated Return Costs – Updated 24 September 2026
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 |
Courier pricing is heavily influenced by parcel dimensions and volumetric size, not simply the weight or value of the item. Length is particularly important with rugs. A typical 200 × 290cm rug forms a parcel approximately 205cm long when packaged — around 6ft 9in. This places many rugs outside ordinary small-parcel services, which is why returning a large rug can cost considerably more than returning clothing or another small parcel.
The couriers and booking websites shown in this guide are recommendations based on our experience of sending rugs and the services we have found generally provide some of the most competitive prices for parcels of these sizes. You are free to use any courier or booking website you prefer.
For example, if you would rather not create an account with Transglobal Express, you can use another courier comparison website or book directly with a courier instead. You are not required to use any company recommended by Rug Love.
Rug Love cannot be held responsible for a higher return cost where a customer chooses a different or more expensive courier, booking website or service from those recommended in this guide. Any alternative service must also accept the actual packaged dimensions and weight of your rug.
The estimated return costs published by Rug Love are based on prices available when checked and are representative for most of the year. Courier prices can change, and many carriers introduce seasonal peak increases or surcharges during particularly busy periods such as Black Friday and Christmas, so prices may temporarily be higher than the guidance shown.
Our estimates cover the majority of UK returns and locations. Large returns from some Scottish Highlands and other remote locations may cost more because of courier location surcharges or reduced availability of suitable oversized services.
- Return costs are determined primarily by the finished parcel dimensions and weight, not the purchase price of the rug.
- Couriers commonly use volumetric pricing, meaning the amount of space a parcel occupies within their network can be as important as its physical weight.
- 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 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.
In our experience, a substantially higher quote is usually caused by incorrect parcel dimensions or weight being entered, or a different courier, service or booking website being used from the one shown in our guidance. Before paying, check that you have entered the finished packaged dimensions and weight correctly and that you are using the recommended service shown for your rug size.
Please do not guess or pay for a booking first. Submit a Support Request before booking and we will be happy to help you check the appropriate service and likely parcel details for your rug.
Customer-paid returns are common across specialist online rug retailers.
| Online Rug Retailer | Return Cost |
|---|---|
| Rug Love | Customer pays |
| The Rug Seller | Customer pays |
| Rugs Direct | Customer pays |
| Land of Rugs | Customer pays |
| The Rug Shop UK | Customer pays |
| Woven | Customer pays |
| Love-Rugs | Customer pays |
Unwanted or unsuitable returns only. Excludes manufacturing defects, courier damage and incorrectly supplied items. Comparison checked September 2026; retailer policies may change.
£ Return Cost Transparency – Information Provided Before Purchase
Rug Love is committed to being upfront and transparent about return costs before you purchase, not only after a return has been requested. Large rugs can be expensive to return, so we believe customers should have realistic cost guidance available when deciding what size and product to order.
We deliberately make this information available throughout every relevant part of the Rug Love customer journey, rather than hiding return costs until after an order has been placed. Return guidance is provided across product pages, order communications, our self-service Returns Portal, Returns & Exchanges information, Help/support content, our chatbot and this dedicated Return Costs & Returns Guide.
We are familiar with the published return policies of the main specialist online rug retailers we compete with. While many state that the customer pays for an unwanted return, many provide little or no practical guidance about what returning a large rug may actually cost. Rug Love deliberately goes 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.
The return-cost examples we provide are based on the same courier services and rates Rug Love pays when booking and transporting the same size rugs ourselves. This gives customers a realistic indication of what returning a rug may cost before purchasing.
Our recommended couriers and booking services are provided to help customers find a competitive return price based on our experience. They are recommendations only and you may use any suitable courier or booking service you prefer. Rug Love cannot, however, be responsible for a higher price charged where a different or more expensive service is chosen.
Rug Love is one of the more competitively priced specialist rug retailers online, but the courier cost of returning a large parcel is driven by the parcel itself rather than the selling price of the rug. Where customers are responsible for arranging their own return, you should expect broadly similar underlying courier costs for transporting the same size rug back to another online rug retailer. Our published examples are based on the same courier services and rates Rug Love pays when booking and transporting comparable rugs ourselves.
Rugs are very different from clothing and ordinary small parcels. Couriers commonly price parcels according to their dimensions, weight and volumetric size. A typical 200 × 290cm rug creates a parcel approximately 205cm / 6ft 9in long once rolled and packaged. This is why a rug return can cost substantially more than returning clothing, despite the rug itself perhaps not being particularly heavy.
Before purchasing, particularly in larger sizes, we recommend checking the likely return cost and carefully measuring the intended space. Using masking tape or newspaper to mark out the rug dimensions can help you visualise the size before ordering and prevent an avoidable return and return cost.
2The Two Return Routes We Offer
There are two practical return routes for getting a rug back to us:
- 1. Customer-arranged return: for unwanted or unsuitable items and exchanges. The customer arranges, books, manages and pays for the return courier.
- 2. Manufacturer-approved return or collection: where a manufacturing-defect claim has been submitted through our Returns Portal, assessed with the supporting evidence and the manufacturer approves the appropriate return/collection route. Rug Love will then provide the approved next steps.
An exchange is still a customer-arranged return of the original rug. An exchange does not include a free return.
Courier damage and incorrectly supplied items are separate claims and are handled through the appropriate evidence and claims process. They are not additional customer return methods. If a return or collection is required after the claim has been reviewed, we will provide the appropriate next steps.
↩ Returns – Customer Arranged
Returns are customer-arranged and customer-paid. If a rug is unwanted or unsuitable, 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, shade, design or texture preference where the correct item has been supplied.
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.
Rug Love cannot accept responsibility for a customer-arranged return that is lost in transit, delivered to an incorrect address or location, misdirected by the sender/courier, or otherwise does not reach our return premises. For ordinary unwanted or unsuitable returns, a refund cannot normally be completed where the goods have not reached us. Where the Consumer Contracts Regulations apply, nothing in this wording limits any statutory entitlement arising where you can provide legally sufficient evidence that the goods were sent back within the applicable period.
Please check the return address and all courier booking details carefully before sending the parcel. If a customer-arranged return is sent to an incorrect address, it remains the customer's responsibility to recover or redirect the parcel through the courier they booked.
Because you make the booking, you are the sender and courier account holder. If a collection fails, the parcel is delayed, lost or damaged, 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. We do not have a physical store or customer return counter, so returns cannot be brought back in person and must be returned by courier. If you are unsure, unable or not confident arranging a courier return yourself if the rug proves unsuitable, please take this into account before placing your order.
?Why Rug Love Does Not Book Customer Return Couriers
For unwanted or unsuitable returns, the customer must book the return courier because the customer controls the final parcel. Rug Love is not present when a returned rug is rolled, wrapped and packaged and therefore cannot know its exact finished dimensions or weight.
Large-parcel courier prices are highly sensitive to dimensions, particularly length. If Rug Love guessed the measurements, relied on a typical size or booked a service using estimated dimensions and the customer's finished parcel was larger, Rug Love as the booking account holder could be charged a courier surcharge. We cannot accept that risk for a parcel whose final packaging and measurements are outside our control.
When Rug Love previously became involved in arranging customer returns, we repeatedly encountered rugs that had not been rolled, wrapped or measured correctly because the customer was no longer controlling the courier booking. This resulted in parcels expanding in transit, incorrect dimensions being declared and courier surcharges being charged to Rug Love as the booking account holder. For this reason, Rug Love no longer books, purchases or takes over courier bookings for unwanted or unsuitable customer returns. The person arranging and packaging the parcel must make the booking using the actual finished dimensions and weight.
You need the finished parcel's length × width × height, its weight in kilograms, your collection address and our return address. Enter those details into a suitable courier or comparison website and select a service that accepts the parcel.
This is why our package-size tables are useful for obtaining an initial indication, but your own finished parcel measurements always take priority. The person packaging the rug is in the best position to provide the accurate dimensions required by the courier.
?Need Additional Help Understanding or Arranging a Return?
We understand that some customers may need additional guidance because of age, disability, accessibility needs, difficulty using online services, or simply because they have never booked a courier return before. Please submit a Support Request and tell us what part of the process you are having difficulty with.
We can explain the process, help identify the likely parcel details, point you towards an appropriate courier/booking service and clarify what information needs to be entered. If another person assists you, they can use this guidance to help make the booking.
Because Rug Love cannot control how the customer packages the rug or verify the final parcel dimensions and weight, Rug Love does not take over, purchase or make the customer's courier booking on their behalf. We can provide clear step-by-step guidance, help identify the information required and make our guidance available in an accessible way where reasonably required. The courier booking itself must still be made by the customer or by a family member, carer, friend or other person assisting them, using the actual finished parcel information.
Our return information explains before purchase that Rug Love is online-only and unwanted or unsuitable returns are customer-arranged. If you may need assistance arranging a courier return, please consider in advance who could help you make the booking if the rug proves unsuitable. We will provide the relevant information and guidance, but we do not take over the courier booking itself.
QRWhy We Cannot Provide QR-Code Returns for Most Rugs
QR-code, label-free and parcel-shop return services are mainly designed for ordinary small parcels such as clothing. Many commonly available services have maximum parcel lengths around 120cm or other size restrictions that make them unsuitable for larger rolled rugs.
Some rugs sold by Rug Love create packaged parcels around 200cm, 245cm, 300cm or more in length, with our very largest rugs potentially approaching 500cm depending on the product and how it is supplied. These parcels fall into a completely different large-parcel, oversized or freight category within courier networks.
Rug Love is an online-only retailer. To return an unwanted or unsuitable physical item from your address to ours, it must be transported back by a suitable courier. This is the same practical process involved when returning a large item to an online-only retailer.
If being able to return a large rug in person is important to you, you may wish to consider purchasing from a multi-store retailer with a physical branch that accepts in-store returns. Rug Love does not operate customer-facing stores or an in-person returns counter.
> Recommended Courier & Booking Services
The services below are recommendations only. Based on our experience of sending rugs, they generally provide some of the most competitive prices we have found for parcels of these sizes. You are free to use any suitable courier, comparison website or booking service you prefer.
- 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.
You do not have to use the websites or couriers above. For example, if you are uncomfortable creating an account with Transglobal Express, you are welcome to use an alternative comparison website or courier that does not require this. The important point is that the service selected accepts the actual dimensions and weight of your finished parcel.
Rug Love cannot be held responsible for the price charged where a customer chooses a different courier, booking website or more expensive service from those recommended. Our recommendations are provided to help you find a competitive price; the final choice of courier and service remains yours.
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.
> Oversized Rugs – Parcels Over 300cm
Very large rugs with a packaged length over approximately 300cm fall outside many ordinary 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.
↔ How to Measure Your Rug for a Return
Courier prices are calculated using the actual packaged dimensions and weight, rather than simply the advertised rug size.
Length can have a particularly large effect on price. Couriers commonly use volumetric pricing, so a long rolled rug occupies considerably more space within a courier network than an ordinary clothing parcel or small box.
- 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 typical rug of the same advertised size.
kg Rug Package Size & Weight Estimates
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 |
! Super Plush & Heavy Shaggy Rug Exceptions
The vast majority of rugs fit within the 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.
□ Packaging Your Return
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.
- Unwanted or unsuitable returns should be clean, dry and in a resaleable condition, without dirt, staining, soiling, pet hair, household/food odours or other contamination.
- Photograph the rug and the fully wrapped parcel before handing it to the courier.
- Retain proof of collection/drop-off and all tracking information until your refund has been completed.
The rug remains your responsibility until it is safely received by Rug Love. If it arrives damaged because of inadequate packaging or is damaged while in the care of the return courier, any claim should be made by you directly with the courier or booking service you purchased the return service from.
+Returning a Rug & Anti-Slip Mat Together
If you are returning a rug and an anti-slip mat from the same order, we recommend rolling the anti-slip mat inside the rug as one securely packaged parcel where practical. They can also be returned separately if necessary.
This can increase the finished width/diameter of the parcel and may change the courier quote or result in a surcharge. The courier booking must always use the dimensions and weight of the final finished package.
! Courier Surcharges, Delays, Loss & Claims
The main reasons customers receive courier surcharges are because the parcel dimensions or weight entered when booking were incorrect, or because a courier service was selected that was not suitable for the actual size or weight of the packaged rug.
This is why Rug Love provides recommended courier services, estimated packaged dimensions and weights for common rug sizes, and realistic return-cost guidance. These recommendations are intended to help you select an appropriate service and obtain a competitive price.
- Fully package the rug before taking your final measurements.
- Measure the finished parcel's length, width and height at the widest points.
- Enter the correct packaged weight in kilograms.
- Check that the courier service selected accepts the actual finished parcel dimensions and weight.
- Wherever possible, compare your quote with the courier and booking service recommended for your rug size within this guide.
- Double-check the return address and all parcel information before confirming and paying for the booking.
You are free to use any suitable courier, booking website or comparison service you prefer. Our recommendations are simply based on our experience and the services we have found generally provide some of the most competitive prices for large rug parcels.
If you choose a different courier, booking website or service from the one recommended, any difference in price is your responsibility. Rug Love will not reimburse or contribute towards a higher return cost simply because a different or more expensive service was selected.
In our experience, this is almost always because incorrect parcel dimensions or weight have been entered, or a different courier, service or booking website is being used from the one recommended. Please check all of the booking information carefully before paying.
Return-cost estimates are correct based on the services and rates available when checked and are representative for most of the year. However, courier prices are outside Rug Love's control and can change. Many couriers also impose seasonal peak increases or surcharges around busy periods such as Black Friday and Christmas.
Our published estimates cover the majority of items and UK locations. Large returns from certain Scottish Highlands or other remote locations may cost more because some couriers apply remote-area charges or offer fewer suitable services for oversized parcels.
Please do not guess or pay for the booking first. Submit a Support Request before booking and we will be happy to help you check the appropriate courier service and likely parcel details for your rug.
Rug Love is not liable for and will not pay, reimburse or contribute towards surcharges applied to a customer-arranged return. Any surcharge, additional charge or dispute relating to the return booking must be dealt with directly between the customer and the courier or booking service they selected.
Because the customer purchases the return service, any failed collection, rebooking, delay, loss, misdelivery, transit damage, surcharge or courier claim relating to that booking remains between the customer and the selected courier or booking platform.
Handing the parcel to a courier does not mean Rug Love has received the return. For ordinary unwanted or unsuitable returns, we cannot normally complete a refund where the goods do not reach our return premises. Where the Consumer Contracts Regulations apply, this does not limit any statutory entitlement arising where legally sufficient evidence of sending the goods back is provided. If this occurs, you should pursue the matter directly with the courier or booking service you selected.
! If Your Return Collection Fails
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: Parcel2Go collection rebooking.
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.
! Exceptions – Manufacturing Defects, Courier Damage & Incorrect Items
Manufacturing defects, courier damage and incorrectly supplied items are handled separately from unwanted or unsuitable returns. These are evidence-based claims and should be submitted through our self-service Returns Portal.
- Manufacturing defect: Upload clear photographs showing the claimed defect together with the requested information. All manufacturing-defect claims are submitted by Rug Love to the relevant manufacturer for assessment together with the information and supporting evidence provided. Clear photographs are normally required so the claimed issue can be assessed; if you are genuinely unable to provide photographs, submit a Support Request so we can consider what other evidence may reasonably be available.
- Courier damage: Upload clear photographs showing the damage to the rug and any relevant packaging damage. Rug Love submits the evidence to the courier as part of the claim process. We cannot submit a courier-damage claim without the required photographic evidence.
- Incorrect item: If a different rug, size or variant from the one ordered has been supplied, provide clear photographs of the item received and its product label so we can verify what has been supplied.
Please do not independently book a customer-paid return courier while a manufacturing defect or courier-damage claim is being reviewed.
We aim to provide more detailed product information before purchase so that normal characteristics of a rug are not unexpected when it arrives. Where a characteristic is known to be inherent to a particular material or method of manufacture, we explain this within our product information wherever relevant.
- Wool shedding: Wool rugs naturally shed fibres, particularly when new, and some shedding may continue throughout the life of the rug. We state this within the relevant product information before purchase. Shedding alone does not necessarily indicate a manufacturing defect, and a defect claim based solely on normal wool shedding may therefore not be accepted by the manufacturer.
- Handmade and handwoven rugs: Natural variations and characteristics can include differences in yarn, weave, texture, stitching, dimensions, pattern and tone. Abrash — visible tonal or colour variation within the rug — can also be an intentional or natural characteristic of handmade and handwoven construction. We provide information about these characteristics before purchase where relevant. Normal handmade variation or abrash does not, by itself, necessarily indicate a manufacturing defect.
- Colour and shade information: Manufacturer colour classifications can be broad, for example simply describing a rug as beige, grey or blue. For most rugs, Rug Love goes considerably further by providing a detailed breakdown of the individual colours, shades, tones and accents we identify within the design, helping customers make a more informed choice before ordering.
- Additional imagery: Where available, we also add our own real-life photographs alongside the manufacturer's imagery to provide additional visual information before purchase.
Providing information about natural product characteristics does not prevent you from raising a genuine manufacturing defect claim. If you believe your rug has a manufacturing defect, submit clear photographs and details through our self-service Returns Portal. We will submit every manufacturing-defect claim and the supporting evidence to the relevant manufacturer for assessment. The fact that a claim is submitted does not mean that it will necessarily be accepted as a manufacturing defect, particularly where the issue is consistent with a natural characteristic that was explained within the product information before purchase.
Manufacturer or courier involvement may form part of the evidence and claims process, but Rug Love remains responsible for addressing your statutory rights as the retailer.
This does not affect your statutory rights.
! Inspect Your Rug Promptly
We strongly recommend opening and inspecting your rug as soon as possible after delivery, even if you do not intend to use or position it immediately.
If you notice damage, an incorrect item or another potential issue, please notify us promptly through our self-service Returns Portal and retain the original packaging where relevant.
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 a visibly damaged 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 self-service Returns Portal.
Photographs are required for courier-damage claims because Rug Love must provide supporting evidence when raising the matter with the courier.
iHandmade, Natural-Fibre & Wool Rug Characteristics
Handmade, handwoven and natural-fibre rugs are not manufactured to the same uniformity as a machine-produced synthetic item. Natural variation can include differences in yarn, weave, stitching, texture, dimensions, pattern alignment and tone. Abrash — visible tonal or colour variation — can be an intentional or natural characteristic of handmade construction.
Colour can also vary between production and dye batches. Natural fibres and dyed yarns can take colour slightly differently from one batch to another, so two genuine rugs of the same design and colourway may show a small shade or tonal difference. Where matching two rugs is important, please be aware that a perfect batch-to-batch colour match cannot always be guaranteed.
Rug sizes are nominal rather than guaranteed exact finished measurements. Small dimensional differences can occur during manufacture, rolling, washing, drying and finishing. Depending on the manufacturer and construction, variations of around up to 4% can occur. This is especially relevant to handmade, handwoven, hand-tufted and hand-knotted rugs, where two rugs sold as the same nominal size may not measure exactly the same. Manufacturer tolerances vary by product, so an unusually large difference can still be submitted for assessment.
Wool, sheepskin and many shaggy rugs naturally shed fibres. Shedding is particularly common when new and can continue to some degree throughout the life of the rug. Where shedding or handmade variation is a known characteristic of the rug, we state this upfront within the relevant product description before purchase so you know what to expect. Normal shedding alone does not necessarily establish a manufacturing defect.
These characteristics do not prevent you from raising a genuine manufacturing-defect claim. All manufacturing-defect claims submitted to Rug Love are referred to the relevant manufacturer for assessment with the available supporting evidence. Manufacturer involvement is part of the evidence process and does not remove Rug Love's statutory responsibilities as retailer.
↔Creases, Rolling & Getting a Rug to Lay Flat
Rugs are transported rolled or, for some very large products, folded. Temporary curling, rippling, pressure marks or creases can therefore be present when first unpacked. These will often relax as the rug acclimatises and lies flat in the room.
Allow the rug time to settle on a clean, flat surface and follow any product-specific care information supplied. Avoid using methods involving excessive heat, moisture or force unless expressly suitable for that rug's material and construction.
If you believe the appearance is beyond normal transport or settling characteristics and may represent a manufacturing issue, submit photographs through the Returns Portal so the matter can be assessed.
WWashable Rugs & Care Instructions
A rug described as washable must still be cleaned strictly in accordance with the care instructions for that particular product. Washing-machine capacity, temperature, detergent, spin cycle, drying method and other restrictions can vary by rug.
Please check the product and manufacturer care instructions before washing. Damage caused by cleaning, washing, drying, vacuuming or treatment contrary to the applicable care instructions is different from a manufacturing defect and will be assessed accordingly.
Is My Rug Machine Washable? Unless the product title or description clearly states that the rug is washable or machine washable, please assume that it is not suitable for machine washing. Where Rug Love describes a rug as washable, we mean that the manufacturer has stated that it is suitable for cleaning in a washing machine, subject to the product care instructions.
Do not machine wash a rug that Rug Love has not stated is washable. Machine washing a non-washable rug can permanently damage the fibres, backing, shape or construction. Rug Love cannot accept responsibility for damage caused by machine washing an item that we have not described as suitable for machine washing. This does not affect any statutory rights that apply where goods are faulty or do not conform to the contract.
Washing Machine Capacity: Describing a rug as washable does not guarantee that a particular size will fit into your own domestic washing machine. Drum capacities and machine dimensions vary. Larger washable rugs may require a larger-capacity machine or a laundrette/laundromat with a suitable commercial-size drum. Please check the rug size, care information and your washing machine capacity before washing.
Always Follow the Care Label: Washing instructions vary by product, so the care label supplied with the rug takes priority over general guidance. Use the stated temperature, cycle and drying method and avoid bleach, excessive heat or other treatment not permitted by the care instructions.
Wash Results & Faults: Not liking the appearance or result after washing does not automatically mean that the rug has a manufacturing defect. If you believe a genuine manufacturing fault is present, submit a defect claim with clear photographs and details through the Returns Portal so the issue can be assessed.
!Product Faults, Wear & Condition
A manufacturing defect is different from normal wear, natural material characteristics, accidental damage, misuse, inappropriate cleaning, pet damage, staining, contamination or deterioration caused after delivery. Where a manufacturing defect is alleged, the circumstances and available evidence will be considered and the claim submitted to the relevant manufacturer where appropriate.
For unwanted or unsuitable returns, the item should be handled only as reasonably necessary to inspect it and should be returned clean, dry and appropriately protected. Where the condition of returned goods has been materially reduced by handling beyond what is reasonably necessary, any statutory right Rug Love has to account for diminished value is reserved.
Nothing in this section limits your statutory consumer rights.
Care & Maintenance: A manufacturing defect is different from damage, deterioration or changes caused by normal use or incorrect care. Rugs should be maintained in accordance with the product description, care label and any material-specific guidance provided, including appropriate vacuuming and cleaning methods and avoiding prolonged or excessive direct sunlight, which can cause fading or colour changes over time. Do not use a rotating or aggressive beater bar where the rug's care guidance advises against it. Shaggy and deep-pile rugs will naturally flatten and compress with use and over time, particularly in areas of regular foot traffic or beneath furniture; this characteristic is highlighted within relevant product descriptions before purchase. Where a fault is reported, the rug's condition, use, cleaning and maintenance may form part of the assessment.
Defect Claims Are Assessed: Submitting a defect claim does not mean that a manufacturing defect has automatically been accepted. Appropriate claims are referred to the relevant manufacturer for product-specific assessment using the photographs, information and supporting evidence supplied. Manufacturer assessment forms part of our investigation; Rug Love remains responsible for your applicable statutory rights as the retailer.
Photographs & Evidence: Please provide an overall photograph showing the complete rug, clear close-up photographs showing the specific concern and, where the issue relates to size or shape, measurements and photographs showing those measurements. Please also include any relevant information about when the issue appeared and how the rug has been used and cared for.
Normal Characteristics: A visible difference, loose fibre, colour variation, dimensional variation, crease, change in pile or other irregularity does not automatically mean that a manufacturing defect exists. Rugs are textile products and the nature and extent of the issue must be considered against the particular rug's materials, construction and expected characteristics.
Fault Developed Later? The 14-day unwanted or unsuitable return period does not, by itself, prevent you from reporting a genuine manufacturing fault that develops or becomes apparent later. If the Returns Portal is no longer available because of the time elapsed, please submit a Support Request with your Rug Love order number, a clear description of the issue and suitable supporting photographs.
Collection of Defective Items: Where a product fault is approved and the item needs to be returned, the manufacturer/supplier will arrange the collection directly. Collections take place on weekdays only and should be treated as an all-day appointment. A time slot may sometimes be provided by the courier, but this is not guaranteed, so someone must be available at the collection address on the arranged day.
Replacements are handled separately from collections and cannot be exchanged at the door when the defective item is collected. Where a replacement has been agreed, its dispatch and delivery will be arranged separately.
More Information: For detailed guidance on manufacturing defects, normal rug characteristics, manufacturer assessments and your statutory consumer rights, please see our Manufacturing Defects & Consumer Rights guide.
✓ When Your Return Reaches Us
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.
Your return remains your responsibility until it has actually been delivered to and received by Rug Love. A collection scan or tracking event showing that a parcel is in transit does not mean we have received it.
Returns should be registered through our self-service Returns Portal so we can correctly identify and process them when they arrive.
When the rug arrives, it will be inspected. Unwanted or unsuitable returns should arrive clean, dry, securely packaged and in an appropriate condition. If a rug has been damaged or materially deteriorated during the customer-arranged return journey, the customer should pursue the appropriate claim with their return courier or booking service.
Where a returned item cannot be accepted or refunded in full because of its returned condition, we will contact you. Where applicable, you remain free to arrange collection of the rug from our return premises at your own cost.
£ Refund Process & Timescales
- 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.
- Once the refund has been processed by Rug Love, you will receive a separate refund confirmation email.
- Refunds are returned to the original payment method.
- As with refunds from other retailers, the money will not necessarily appear in your bank account immediately when we process it.
- Banks and payment providers typically take around 3–5 working days after the refund has been processed for the funds to appear, although the exact time varies by provider.
- 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.
As with refunds from all retailers, the money does not necessarily appear in your bank account immediately. Once that confirmation email has been issued, the refund has been submitted back to the original payment method and the transaction is then subject to the processing times of your bank, card issuer or payment provider. Rug Love cannot speed up, expedite or override that banking/payment-provider process once the refund has been actioned.
If the funds have not appeared immediately, please allow the normal processing period before contacting us. The exact posting time can vary between banks, card issuers and payment providers and is outside Rug Love's control once the refund has been completed from our side.
i Not As Described, Non-Conformity & Disputed Claims
A customer describing an item as “not as advertised”, “not as described” or “defective” does not, by itself, establish that the goods fail to conform to the contract. It is a claim that should be supported with information about the specific issue and will be considered using the relevant evidence.
Equally, Rug Love will not dismiss a genuine non-conformity claim simply because the correct product or variant appears to have been supplied.
If you believe an item materially differs from its description, specifications or imagery, please submit the most appropriate claim through our self-service Returns Portal and explain specifically how you believe the item differs. Please provide clear supporting photographs.
Depending on the circumstances, the evidence considered may include:
- The product ordered and the item actually supplied.
- The product description and specifications available when the order was placed.
- Published colour, material and natural product-characteristic information.
- Manufacturer-supplied product imagery and colour classifications.
- Rug Love's additional colour, shade and accent breakdowns.
- Additional real-life photographs and product information provided by Rug Love.
- Information provided before purchase about natural characteristics such as wool shedding, handmade variation or abrash where relevant.
- Photographs, explanations and other evidence supplied by the customer.
- Relevant manufacturer or supplier information or assessment.
- Any other evidence relevant to the particular claim.
The principal product images and basic colour classifications are supplied by the manufacturer and are the same core manufacturer-supplied imagery made available to UK retailers selling that product. Rug Love supplements this information for most rugs with a detailed breakdown of the individual colours, shades, tones and accents present within the design, together with additional specifications and real-life photographs taken by us where available. We deliberately provide this additional information because colour can be difficult to judge when buying online and we want customers to have more information before ordering, not less.
Where appropriate, we may obtain additional product information or an assessment from the manufacturer or supplier. Manufacturer or supplier information may assist with the review, but their involvement does not replace Rug Love's responsibilities to you as the retailer.
Where goods do not conform to the contract, the appropriate statutory remedy will apply and the matter will not be treated as an unwanted or unsuitable return.
Where the item supplied is the product ordered but is unsuitable because of personal preference — including colour, shade, design, texture or how it appears within your particular room — the return will normally be treated as an unwanted or unsuitable return.
You do not simply have to accept our initial assessment. Tell us which part you disagree with and provide any additional information or evidence you would like considered. The matter can then be reviewed again through our Complaints & Dispute Resolution process.
More Information: For detailed guidance on manufacturing defects, normal rug characteristics, manufacturer assessments and your statutory consumer rights, please see our Manufacturing Defects & Consumer Rights guide.
i Complaints & Dispute Resolution
If you are dissatisfied with a product, delivery, service or decision we have made, you can raise a complaint and ask us to review the matter.
If your complaint relates to an assessment already made — including a manufacturing defect, incorrect-item or not-as-described/non-conformity claim — please explain which part of the assessment you disagree with and provide any additional information or evidence you would like considered.
An initial assessment does not prevent you from providing further evidence or asking us to review the matter again.
Equally, disagreement with an assessment does not by itself establish that an item is faulty, incorrectly supplied or not as described. Any further information will be considered alongside the other relevant evidence.
We cannot guarantee that every complaint will result in the outcome requested, but we will consider relevant information and evidence fairly and explain our position. Raising a complaint does not remove or restrict your statutory consumer rights.
To raise or escalate a complaint, use our support chatbot and select Submit Support Request. Include your name, order number, a clear explanation of the issue, the outcome you are requesting and any relevant photographs or supporting information.
More Information: For detailed guidance on manufacturing defects, normal rug characteristics, manufacturer assessments and your statutory consumer rights, please see our Manufacturing Defects & Consumer Rights guide.
↩ Ready to Start Your Return?
No need to contact us first — returns, exchanges, manufacturing defects, courier damage and incorrect-item claims should be submitted directly through our self-service Returns Portal.
For an unwanted or unsuitable return, please ensure it is submitted within 14 days of receiving your order. This deadline is strictly enforced for the unwanted/unsuitable return route.
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.
? Need Help?
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.
If you are unsure which courier or service to use, please submit a Support Request before booking and paying. We can help you check the likely parcel details and point you towards the service we would recommend for your rug size.
We respond within 3 business hours during our Monday–Friday business hours.
If you need a member of our team to review something, use the support request option within the chatbot. Please select “Submit Support Request” if you need a member of our team. Simply typing a question into the chatbot does not itself submit a support request to our team.
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