Returns
Seeing a rug in your own room is the real test. If it isn't right, you have 14 days to change your mind.
Changing your mind
- You can cancel your order for any reason within 14 days of the day it is delivered.
- Tell us by email or through our contact form, giving your order number. You then have a further 14 days to send the rug back.
- Return the rug unused, clean and rolled (not folded), in its original wrapping if you still have it.
- Unless the rug is faulty or we sent the wrong one, you pay the cost of sending it back. We can arrange a collection for you and will tell you the price first.
- Your refund goes back to your original payment method within 14 days of us receiving the rug.
Faulty, damaged or wrong item
If your rug arrives damaged, has a fault, or is not what you ordered, let us know within 48 hours of delivery, with photos if you can. We will collect it free of charge and send a replacement or give you a full refund. This does not affect your legal rights under the Consumer Rights Act 2015.
Made-to-order and personalised rugs
A rug made or cut to your own measurements cannot be returned unless it is faulty. We say so on the product page whenever this applies.
Common questions
Can I return a rug?
Yes. You can change your mind within 14 days of delivery, then have 14 days to send the rug back. Return postage is at your cost unless the rug is faulty, and we refund you within 14 days. Made-to-measure rugs can't be returned unless faulty. See returns.
What if my rug arrives damaged or faulty?
Please check your rug within 48 hours of delivery and contact us with photos if anything is wrong. Faulty rugs are returned at our cost.