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Frequently Asked Questions

Please view the below questions to help with any enquires you may have with us.  

Can I track my Rug Online?

Yes! Please contact us via phone call or email and we will provide you with a tracking number or track your parcel on your behalf. 

Do you accept phone orders?

Yes, you can place an order via a phone call if you think that will be the easiest option for yourself.  Please give us a call on: 0845 4754046

I ordered a rug but it is too large for my room, can I get a smaller rug?

If your rug is not to your satisfaction we will offer full refunds on returned item.  As there are no physical faults with the item, it will be down to the buyer to pay for the cost of returning the item. 

We can arrange for a courier to collect the item from your doorstep for convenience.  In the meantime we would advise buyers to purchase the required size to ensure faster delivery.  Please ring for full details on this process. Terms and Conditions Apply

Can you provide me with a VAT Invoice?

If you require a VAT Invoice we will happily provide you with one.  Please contact us and we will provide one that day. 

My parcel has not arrived yet, what can I do?

There are several things we would advise:

  • Please allow 2-3 working days for your parcel to arrive. 
  • Order placed after 3pm will not be dispatched until the following working day.  If you place an order at 5pm on a Friday afternoon your order will not be dispatched until the following Monday. 
  • Get in touch with us immediately if your parcel has not arrived after 4 working days.  We will resolve the issue as soon as possible. 

My Rug was damaged when I opened the parcel? How can I return this?

We inspect all parcels before they are dispatched from our warehouse to ensure they are of the highest quality before sending them on to our customers. 

Some damage may occur whilst in transit with the courier.  If this occurs we will happily exchange the rug for a replacement.  We will also arrange for a courier to collect the damaged rug from your doorstep or a parcel shop on a day of your choosing.  Call us for more advice on this matter. 

I have entered the wrong address in the shipping, can I change it?

If you have entered the wrong address in the shipping this can be changed.  Please contact us immediately and we will arrange for this to be changed.  Your delivery may be delayed while the change is being processed with the courier.