All orders are always delivered free of charge - No minimum spend!
In stock orders are dispatched within 1-3 working days (Mon-Fri) excluding public holidays.Please note all items are sent out individually, If you have ordered more than one Rug it may arrive separately, Please check your order confirmation page to see if the second item has been dispatched or not.
Once dispatched we send all orders on a 24H or 48H service, Varies by Rug Size/Weight Whilst we dispatch all orders on the above service, we are politely asking customers to please allow up to 5 Working days for delivery before reporting your item missing. Many of our couriers are currently dealing with backlogs and driver shortages that may cause some items to take a day or two longer than usual, most of our orders do arrive on time, allowing for any delays in transit beyond our control. Thank you for understanding. Our couriers deliver Monday-Friday 8am-8pm (excluding public holidays) We are unable to provide a time slot. Please note all items are sent out individually, If you have ordered more than one Rug it may arrive separately, Please check your order confirmation page to see if the second item has been dispatched or not.
We ONLY ship to Mainland UK & Scottish Highlands (We no longer ship to Ireland).
Someone needs to be in when your parcel is due to be delivered as we require a signature. Please bear this in mind before placing an order If nobody is usually home during the daytime. If this isn't possible, our delivery partner will try to deliver again the next working day. Alternatively, they'll leave a calling card confirming that they've either left it with a neighbour, left it in a safe place or when they will try to re-deliver, or give you details on how to collect it. Rug Love is not responsible for any delays once the piece has left our premises. We only have access to the same tracking data we send our customers If your item is showing as delivered but you have not received it - Please first check if it has been left in a safe place or with a neighbour, especially if you live in an apartment/flat, then please contact us. Please note all items are sent out individually, If you have ordered more than one Rug it may arrive separately, Please check your order confirmation page to see if the second item has been dispatched or not.
if you have selected a rug that is a pre order - Please check your rug on our website for the latest approx. due date - We update these dates daily from our manufacturer's (As these are "approx." due dates please allow a few days from the date shown - The approx. due date is the date we expect stock to arrive with our supplier, Not the delivery date to you. Please note these due dates are the same for all UK rug stores, no retailer will have any pre ordered rug any sooner than us. We were the 1st Rug store to provide pre order dates for your convenience
These dates are subject to change beyond our control, should you prefer not to wait for a pre order or there is a delay you can cancel the order anytime by pressing the cancel button on your order confirmation page - You will automatically receive a full refund and email confirmation instantly.
We offer a pre-order service for any rug that is currently not in stock. Pre Order and reserve yours now. Usually, there will be an "approx due date" displayed against a pre-ordered product.
We were the 1st Rug store to provide pre order dates for your convenience
Please note these due dates are the same for all UK rug stores as we all use the same suppliers, Therefore no rug retailer will have a pre-ordered item any sooner than us.
These due dates are subject to change beyond our control - We update our website daily with the latest due dates from our suppliers, Please check the product you have ordered on our website for the latest due date. All pre-orders are automatically dispatched as soon as they are back in stock.
Should you prefer not to wait for a pre-order or the due date slips - You can cancel the order on your order confirmation page to receive a full refund automatically.
14 days to decide - No need to contact us :) Simply visit our easy fully automated self service return portal to exchange or return your Rug.
• Enter your order number and email address into the return portal and click Start
• Follow the instructions and select the items you want to return
• Select the exchange option if you have ordered the incorrect size
• You will get a confirmation email with the return shipping guidelines
• If selecting the exchange option, Please specify the rug and size you would like to exchange for in the comments box.
• You can return any items within 14 calendar days of receipt
• They must be in as new unused condition in original packaging or similar strong polythene
• Arrive to us in a resalable condition, Fully covered by packaging
• Must be free of any Home odour / Food / Pet odour & hair.
• If you need extra packaging please contact us, We will happily send you some out.
• We will not refund any rug sent in bin bags.
• If items are returned outside of these terms there will be a restocking charge which will be deducted from the refund amount. This amount will be dependent on condition and resell value.
• Please do not fold/crease rugs - rugs should be rolled up as received.
• Please do not apply any tape over the label on the back of the rug.
• Please package your Rug in a manner you would be happy to receive as a customer
• We do not accept returns for unwanted items after the relevant returns period above
• None of this affects your statutory rights.
If you receive a faulty or damaged rug please notify us upon arrival. Please note this to the courier if possible. Please upload images clearly showing the fault or courier damage in our return centre portal so we can make a faulty claim from the manufacturer or courier.
Please note that manufacture faults must be claimed within 3 days of receiving your rug.
Faulty claims after this period will be at our discretion as we are unable to ascertain if the fault was present upon arrival (unless you can prove otherwise). We ask that you inspect your Rug upon arrival and notify us of any faults Immediately so we can help. In accordance with distance selling laws, If we accept a faulty claim after 30 days of receipt it will be dealt with on a strictly replacement only basis.
Please be aware it can take up to 5 working days for us to receive a decision from the manufacturer's technical team regarding a faulty claim. If the manufacturer is unable to make a decision based on the images supplied they may ask to collect the rug to inspect it. If they deem the item not faulty it will be returned to the customer. If a faulty claim is accepted they will issue a replacement.
Despite every effort to provide accurate images of each product's colour and design, actual colours and design may vary slightly, due to different device screen settings, the lighting in the location and other factors. Rug Love will not accept responsibility for any colour or design differences that are not actual factory faults. In purchasing from Rug Love, you agree to accept the small risk that there may be a slight variation between the actual colour and design, and the representation on our website. We ask that you ensure you have read our colour disclaimer prior to placing an order, It is available on the product page of every item we sell along with our help centre, We also prompt you prior to payment
We provide more comprehensive product specifications than other Rug Stores - To assist you in making the right choice for your needs & avoid disappointment - For example Pile Height, Pile Weight, Backing, Material composition ect. We are the 1st Rug store to offer an augmented reality Rug visualiser, To allow you to see all our products in your space and assist your rug selection, Despite this buying an item online cannot compare to seeing the item in person, if you are seeking something very specific or trying to colour match to existing decor we would recommend visiting a Rug store in person.
In addition, please be aware that some colours are subjective and often vary between manufacturers; for example, slightly different shades of ‘White, Ivory, Cream, Beige, Natural, Rustic. Any returns for a product due to customer dissatisfaction with a colour (that is not a fault) will need to follow our usual returns policy and a full refund will be provided. If you are trying to colour match to existing decor or require a very specific shade, We would recommend visiting a rug store in person to avoid disappointment. PLEASE BEAR THIS IN MIND BEFORE PLACING AN ORDER.
Every Rug has a pile direction. That is the direction in which the fibres of the Rug run. With a cut pile Rug the light is reflected off the fibres in a different manner, making the colour of the Rug appear different—either lighter or darker than the original colour. This effect can often be noticed simply by looking at your Rug from opposite sides of the room. Look at your Rug from one end of the room, then walk to the other end and turn around, and look back at the Rug. You may notice that it appears darker in one direction than the other. This is not a manufacturing fault but simply a natural characteristic of cut pile Rugs. It is worth bearing this in mind based on where you intend on using it and if the rug appearing lighter or darker from one side will present an issue. The following collections are examples of cut pile Rugs that have this effect - Brooklyn, Aurora, Flores, Florence, Apollo.
Along with most online only rug stores unless the item is faulty the cost of the return is the customers responsibility. The customer is responsible for booking & arranging their own collection & return to us. We no longer book any returns on behalf of customers, due to courier surcharges from poorly wrapped Rugs. We ask that you take a photo of the item wrapped up before handing it over to the courier. This will assist you in any disputes or claims you need to make with the courier.
Generally, To return a small rug up to size 120 x 170cm the cost is circa £6-£8. To return a Large & XL rug 160 x 230cm or 200 x 290cm the cost is circa £14-£25 depending on size/weight. ( Ruggable charges a flat rate of £27 per item regardless of size). Whilst courier costs are beyond our control, Unlike some Rug stores we prefer to be upfront & transparent regarding potential return costs of what can in some cases be large bulky items - To avoid negative feedback. If potential return costs are a concern we would recommend visiting a retailer with a physical presence to allow the return of items in person rather than via courier. Our customers benefit from much lower prices and a wider selection than the high street & delivery is always free and included in the price, unfortunately we are unable to also offer free returns. PLEASE BEAR THIS IN MIND BEFORE PLACING AN ORDER.
Some rugs due to the way they are woven are prone to what is known in the rug industry as sprouting or pilling. This is where some strands/threads of the pile appear to be longer than the rest of the pile. When this happens all you need to do is trim any longer strands with a pair of sharp scissors. it is important you do not pull these long threads as this can damage your rug.
Being a commodity any rug with a pile will be subject to pile flattening due to use and traffic. a plush high pile rug (4 cm +) will flatten most. short pile/ flat-weave rugs 0.8 cm and under will be least affected. If pile flattening is a concern, We would recommend a short low pile rug under 0.8 cm pile height made from polypropylene as the best option. Pile flattening is not a manufacturing fault, We would not replace a rug on this basis as ultimately the replacement will also flatten with use. There is no definitive answer regarding how long a Rug will last, as there are too many variables, rugs will display signs of wear depending on several factors, including rug placement, sunlight, traffic volume, pets, children, furniture, etc.
•Once your return is received and inspected, we will send you an email to notify you.
•A credit will be applied to the original method of payment. The refund will appear in your bank account when your bank has processed it. This can take up to 7-10 working days. We are unable to speed up this process as it varies by bank & beyond our control- Once you have received our refund email we have sent your refund. Please check your Klarna/Clearpay account for refunds back to these providers.
Our Returns Address Is: Rug Love Returns, CW Flooring 436 Ormskirk Road WN5 9DF
The customer is responsible for ordering the correct size.We ask that you measure your space before placing an order with us and prompt you to do so at checkout. If you have ordered the incorrect size, Please contact us asap to see if we can stop the order before it is dispatched. If it has already been dispatched please follow our usual returns procedure. If you have ordered the incorrect size and need to exchange, a good tip is you can place newspaper down on the floor to your required size and measure it - Then select the nearest size.
Please note any collections arranged by Rug Love are an all day appointment We are unable to provide a time slot for collection, None of our couriers offer a weekend collection service. PLEASE BEAR THIS IN MIND BEFORE PLACING AN ORDER. Collections of large rugs 160 x 230cm and above will require access to a printer for the label. None of our couriers are able to collect at the same time as delivering a new exchanged item. If you select the exchange option, As soon as we receive your return we will raise an order and send out your new rug. We will refund or collect payment of any difference in price. We no longer send out the new item until we have received the original item back, due to customers failing to return items to us.
Rug Love is not responsible for any failed or late courier collections.
A common characteristic of all wool & genuine sheepskin rugs is shedding, this is when the fibers come away from the rug. This is a natural and common feature of wool rugs, not a manufacturing fault. Shedding: All wool rugs will shed. Shedding will subside over time, depending on traffic and wear. It typically takes 20-25 vacuums, at a minimum, to curtail shedding. Some will shed for the lifetime of the rug. We are unable to accept a wool or genuine sheepskin rug that sheds as a faulty return. If shedding is a concern we would advise against purchasing a wool rug, instead a machine made rug of man made materials would be more suitable. On the product page of every time we sell, We highlight to you any rug that is made from Wool and likely to shed.
Our Handmade & 100% Jute rugs are made by hand as such they will have inconsistencies known as ‘Abrash’ which means natural and variable change in colour, yarn, stitching & texture that occurs in hand made rugs along with some natural fibre loss. It gives the rugs life and character and ensures you have a unique rug. If inconsistencies are a concern we advise against purchasing a hand made or 100% natural rug, instead a machine made rug from man-made materials would be more suitable. On the product page of every time we sell, We highlight to you any rug that is handmade or 100% Jute that will have inconsistencies
Due to the way rugs are packaged and stored you may notice that when you unroll your rug there are lines or crease marks running across the width of it. On some rugs, there may only be one of these marks a few inches from one edge of the rug, whereas on some other rugs (especially our budget polypropylene pile rugs) there may be several creases. These lines/creases are not permanent and will gradually fade with normal use and regular vacuuming.
Our rugs are stored rolled up in their plastic wrapping to ensure they stay in brand new condition. Because when they are stored they are stacked on top of each other they can sometimes get a bit flattened when they are rolled up. This means that they will not lay completely flat in the first few weeks of unrolling them. This is similar for example to when you buy a new shirt or even a pair of curtains which will be creased when you first take it out of the wrapping but whereas these items can be ironed flat very quickly rugs take a little longer. Larger-sized rugs are usually more affected than smaller sizes as they weigh more when they are stacked on top of each other. This is not a fault with the rug; it is only temporary until the rug takes to its new shape being rolled out. Some rugs have a stiff backing which needs time to soften in a warm environment and take to its new shape being rolled out. You can speed this process up by rolling the rug in the opposite direction to the way it was rolled in its packaging (pile outwards). Roll it as tight as you can and leave it somewhere warm (such as near a radiator) for a few days. You should find that the rug will gradually flatten until it does lay flat. This can take a few days to a few weeks depending on the type of rug you have purchased.
Rug Love Offer The Original "Price Match Promise" in the Rug industry
You won’t get it cheaper. Full stop.
We'll price match and beat any product against any other retailer by 5%, online or in-store. We’ll also match discount codes
Here’s how to get a price match before you buy:
Simply email the link to firstname.lastname@example.org
Let our helpful team know the product and the price you’d like us to match, and we’ll do the rest
We’ll even price match 14 days after your purchase!
Here’s how to get a price match if you’ve already bought
If you see the same item cheaper elsewhere, within 14 days of buying from us we’ll refund you the difference.
If you bought online: email the link to email@example.com along with your order number. We will refund you the difference.
Price Promise terms and conditionsWe'll match against any other UK retailer store or website price including offer-code discounts
We’ll match the prices of any products offered on identical terms and where we can check the price and stock position
Our competitor’s product must be the same model number as ours
Both us and the competitor must have the product in stock and ready for delivery
We do not price match competitor’s trade, membership & 3rd party market place sellers
We are proud to be the 1st UK Rug Store to offer Carbon Neutral Shipping, Offset your carbon footprint. You can join the fight against climate change by shopping at Rug Love
Being human means releasing planet-warming carbon emissions into the atmosphere. It happens when we take a shower, charge our phones, or let out a yawn after a long day. Just like human’s release carbon pollution, so do businesses - and Rug Love is no exception.
Every day in the U.S. alone, e-commerce packages travel about the same distance as going to the moon and back ...133,000 times. And it’s not just getting your order to your doorstep we have to worry about - our entire supply chain carries a hefty carbon footprint. Scouring the globe for the perfect materials and transforming them into the Rug Love products you know and love means tons (literally) of planet-warming carbon pollution.
We’re on a Mission
As Rug Love continues to grow, we have an increasing responsibility to commit additional resources toward our values in order to maximize the positive impact of our products. At Rug Love, we have long held the conviction that we can be both a great business and a great corporate citizen. In fact, we believe we cannot be one without the other. Corporate social responsibility is cemented in Rug Love's DNA because our people believe deeply in making the world a better place.
What Rug Love is Doing
We are proud to be the 1st UK Rug Store to offer carbon neutral shipping. We also re-sell 99% of of perfect condition returns at heavily reduced prices, to reduce our waste and landfill impact.
The climate crisis is massive, complicated, and overwhelming. So, it’s often hard to know what we can do about our carbon footprint.<
We’re taking a stand and doing something about it. We’re partnering with EcoCart to empower the Rug Love community to make their orders 100% carbon neutral.
For every one of our amazing items that ships, you can now offset the specific carbon footprint with a positive environmental impact! This means the full carbon emissions from producing, manufacturing, and shipping your favourite Rug Love products to your door would be completely neutralised.
So now you’ll know when a Rug Love package arrives at your door, you’ll get something you love and you’ll be proud of the fact that you’re taking a small step towards making a big change in the world.
What does it mean to offset emissions?
It means that for any carbon emissions released into our atmosphere as a result of manufacturing and shipping items at Rug Love, we invest in projects that reduce carbon emissions by the same amount. It’s almost like we’re giving the planet an IOU, then immediately paying it back.
How does it work?
Now, each time someone checks the carbon neutral box at Rug Love, we will automatically purchase verified emissions reductions, more commonly known as “offsets” through our friends at EcoCart. These purchases support environmental projects, like wind and solar farms that create clean energy, or protecting trees that would otherwise be cut down so that they can continue to absorb carbon from the air. On top of it, we make sure that these projects are doing some extra good like protecting animals or supporting underserved communities.
Why is this important?
Rug Love has always been conscious of our impact and actively worked to lighten our carbon footprint. We believe that if we all work together towards positive change, we can make the world a cleaner, healthier place.
What do you mean carbon neutral?
When we say your orders will be “carbon neutral” (“net zero” is another term you’ll hear), that means that we will eliminate, capture, or otherwise mitigate all of the carbon emissions created from Rug Love products shipping to your door.
We’ll even give you information about the project your specific donation is supporting, so you know your money is going to the right place.
Just the Beginning
At Rug Love, we are committed to slowing the effects of climate change, one order at a time.
Carbon offsets are a starting point—an immediate way to reduce our impact. Even though this is a moment to celebrate, we think that it’d be even better if we didn’t emit any carbon in the first place. To achieve this, we’re working to develop projects in our own supply chain that will reduce our emissions directly.
The Power of Us
Our work isn’t done for another important reason. No matter how much progress we continue to make on our own footprint, Rug Love’s footprint is actually quite small. The effects of climate change are magnified far beyond Rug Love itself.
The only way we can truly begin to reverse the effects of climate change are if everyone does their part.
What can you do?
First, focus on the energy efficiency of your home. Efficiency is also the easiest way to save money. Program your thermostat. Check in with your own utility and see if they offer rebates on LED light bulbs, efficient appliances, upgraded insulation or other cost-effective upgrades like efficient water fixtures. Ask your utility if they offer a home energy audit.
If you own a house, installing solar might make financial sense for you. In some cases, you can install solar with no upfront cost while lowering your energy bill each month. In a few areas, you can buy into a community solar array that isn’t even on your property. If solar doesn’t work for your house or you live in an apartment, ask your utility company if they offer a residential green power program. Many do with simple, reasonable terms.
Find brands with legitimate sustainability initiatives. Whether it’s with carbon neutral products, a sustainable supply chain, recycled materials, or eco-friendly packaging, we should all do our best to limit the carbon footprint of the products we buy.
Challenge yourself to drive less and bike more. Riding your bike forces you to utilize your own muscle power. You’ll get a workout all while helping the environment. Plus, it requires much less energy to produce a bike than it does to manufacture a car. If you can’t bike to work for whatever reason, take public transportation. It puts less cars on the road, which reduces the amount of exhaust filling the air at once.
Opt for reusable bottles, bags, and anything else that you usually use once then throw away. If that’s not an option, make sure to properly recycle any plastic, paper, glass or metal that comes into your life.
If we all do our part by changing our daily habits and making sustainable swaps, supporting companies that care about their impact on the Earth, and advocate for the future we deserve, we can effect real change in the world.