Contact: To initiate support, click here. We promise a response within 3 business hours.

Dispatch Time: In-stock orders are dispatched within 1-2 business days (Mon-Fri), excluding public holidays. To clarify, our quoted time frame of 1-2 days refers to dispatch, not delivery. Our couriers do not operate on weekends. If your order hasn't been shipped within the specified timeframe, we suggest first verifying whether it's a pre-order that you may have overlooked. Shipping Locations: We ship exclusively to mainland UK and the Scottish Highlands. We do not deliver to any part of Ireland or Northern Ireland, the Scottish Islands, or the Channel Islands.

Upon dispatch, generally, orders are sent via a 24-hour next-day service so you can expect your rug the next day. However, it may occasionally take up take up to 48 hours to arrive. Although we send items using these services, During the busy festive period we are kindly asking that you allow a period of 3 days post-dispatch to report any undelivered items, allowing for potential minor courier delays in transit that may occur beyond our control. Most items should arrive on time, but slight courier delays are more common during this period due to the increase in volume being handled by couriers. We do apologize in advance for any delays and inconvenience caused. Please allow a few extra days for remote Scottish regions which are typically handled by a third-party courier. Occasionally it can take up to 24 hours for the courier to update and display tracking information. At times, you might first get an email from us confirming the dispatch, followed by another around 4 p.m. with the tracking details once they're provided by the courier.

Rescheduled Deliveries If your item is not delivered for any reason on the designated day, it will automatically be rescheduled for delivery by the courier on the following business day, so you do not need to take any action. Signature Requirement Please make sure that there is someone available to provide a signature upon the delivery of your package, as a signature is required for all items. Please keep this in mind, especially if there is typically no one at home during the daytime. The courier usually offers a 2-hour delivery window. For large freight items handled by DX Freight, identifiable by tracking codes starting with "L," the driver is expected to call in advance instead. Common Delivery Failures The most frequent cause of delivery failure is the customer not being available to sign for the item. All items are sent via a signed-for service, and delivery can also fail due to insufficient address details, such as missing door numbers or street names, or lack of access codes for flats and apartments. Driver's Discretion While we use a signed-for service, drivers may occasionally leave items in secure areas without obtaining a signature, for which we do apologise. Missing Item Investigation If you cannot locate your item, please raise a support request via our chatbot providing your order details. We will open a missing item investigation with the courier, requesting GPS data, delivery photos, and signatures to verify where the item was released by the driver and request the driver returns to the property to resolve if necessary. We resolve most issues with the courier within the hour and will be able to update you promptly with a resolution. Courier Provider Information The courier services are independent providers utilized by Rug Love and other retailers. We have no affiliation with these couriers and no control over their services or the actions of their drivers. If a delivery doesn’t take place on a given day, the courier will take one of the following actions: They will automatically make a delivery attempt on the next business day, leave the package with a neighbour, or leave a notice with additional instructions. Please be aware that while we use a strictly signed-for delivery service, we do not have control over the actions of the driver. On occasion, drivers may leave items in secure areas without obtaining a signature. Although this should not happen, we want to be transparent and acknowledge that it can occasionally occur, even with our signed-for service.

The courier may assign a 2-hour delivery window for your item, but please note that we cannot guarantee delivery within this timeframe due to factors outside our control. We recommend using the timeslot as a helpful estimate and treating the delivery as an all-day appointment, where the item may arrive at any time between 8 am and 6 pm. If your item is not delivered on the designated day, it will be scheduled for delivery on the following business day. We are unable to provide financial compensation for any delays that occur with the courier service. We extend our apologies for any inconvenience that may result from such delays.

Signature: Please make sure that there is someone available to provide a signature upon the delivery of your package, as a signature is required for all items. Please keep this in mind, especially if there is typically no one at home during the daytime. If there is no one available, the courier will take one of the following actions: They will make another delivery attempt on the next business day, leave the package with a neighbour, or leave a notice with additional instructions. Please be aware that we do not have control over which option the driver chooses. Additionally, please note that weekends are not considered business days. Please make sure to note any damage on the courier's documentation or refuse the delivery. By signing, you are acknowledging that you have received the item in satisfactory condition. All our items are dispatched using a signed-for service. If a customer chooses to instruct the courier to leave an item without obtaining a signature, Rug Love cannot be held responsible for any missing or damaged items. We regret to inform you that no replacements or refunds will be provided under these circumstances, and this policy applies without exceptions.

Damaged In Transit: All of our products are shipped using a signed-for service. If you receive a damaged rug or notice any damage to the packaging during delivery, it is recommended to reject the delivery, inform the courier, and refuse the item, marking it as return to sender. This approach allows us to send you a new rug or issue a refund. If you choose to accept a damaged item, immediately note any damage to the courier and specify the noted damage when signing for the item to ensure there is a written record. It is important to note that signing without specifying any issues means acknowledging the item was received in good condition, forfeiting the right to request a refund or compensation. Our rugs should arrive fully sealed to prevent soiling, and any deviations are typically due to courier mishandling. Informing the driver about the damage ensures a written record, making it easier to file a claim. We generally do not offer discounts for damaged items; instead, we prefer the damaged item to be rejected so we can send a replacement. However, if you prefer to keep the damaged item and receive a discount, it is crucial to report the damage to the courier, enabling us to file a claim and pass any compensation received to you. Please submit any damaged claims via our returns portal: Rug Love Returns Portal. Following these guidelines helps us address issues swiftly and efficiently and provides recourse with the courier. Typically, couriers allow a window of 7 to 14 days for you to report any delivery damage. Beyond this timeframe, claims for compensation will not be considered.

Pre Orders: For those who choose to pre-order, we kindly ask you to monitor the expected delivery date on our site before and after your purchase; these are updated hourly. If you decide you'd rather not wait or if an unexpected delay occurs, you have the flexibility to cancel your order yourself through the chatbot. This will trigger an instant, full refund. As the very first rug store to provide live pre-order due dates, we provide you with real-time information on the expected dates of pre-ordered items. It's worth noting that all UK retailers receive stock from the same suppliers. This means no other retailer will have a pre-ordered rug any sooner than we do. However, these estimated arrival dates can sometimes change due to factors outside our control.The pre-order due date we provide applies to all orders, regardless of when they were placed. If the due date changes or is pushed back, the updated date will apply to all pre-orders, irrespective of the original date quoted at the time your order was placed. Remember, the date we provide is when we anticipate the rug arriving back in stock, not the day it'll arrive at your doorstep. We consistently provide the most current date available to us. Occasionally, this date might even be in the past, indicating the latest information in our possession. Once your pre-ordered item is back in stock, we will automatically ship it to you. There's no need to reach out to us. Kindly allow for our standard dispatch and delivery times. It's not unusual for pre-order due dates to fluctuate before the stock arrives. While we consistently update and display the most current date we have available, if you think these potential date changes might be frustrating for you, we suggest refraining from pre-ordering. Instead, you may want to wait until the item is back in stock before placing your order. Deposit Option: As the sole rug store to offer this option, we take pride in presenting you with a convenient and flexible solution. With our exclusive 20% pre-order deposit option, you can secure your desired rug without the need for a full upfront payment. if you choose to select the 20% pre-order deposit option. once the item is back in stock and ready for dispatch you will automatically receive an invoice via email to pay the balance. Payment can be made using any of our accepted methods, including Klarna, Clearpay, Laybuy, and PayPal. If you opt for our 20% deposit option, it guarantees the rug at its present price. You will settle the remaining balance at the price prevailing at the time of your order, irrespective of any potential increase in the rug's price.

Multiple Items: If you've ordered multiple rugs, they will be dispatched separately. Check your order confirmation to see the dispatch status of each item.

Delivery Address: We do not modify the delivery address post-purchase. It's sent to the courier exactly as provided. If there's an error, please get in touch with us immediately. Please ensure the address is correct and well-formatted to avoid delivery failures and delays.

Tracking & Responsibility: Once dispatched, we'll provide you with tracking details. We aren't accountable for delays post-dispatch and can only access the same tracking information shared with you.

Deliveries to Apartments/Flats: We frequently face challenges with deliveries to apartments and flats. While couriers should ideally deliver directly to your door, this may not always occur. Please inform us of any special access requirements/gate codes that might facilitate delivery. If you experience any issues, first verify whether the package was left in a secure location, with a neighbour, or with building security. Should these options prove unfruitful, please don't hesitate to contact us for additional assistance.

Mis-Delivery If your delivery is marked as "delivered" but you haven't received it, please rest assured that it is almost always often due to a simple oversight. Most common reasons: It has been left in your garden, safe place, porch, garage, or behind a gate. A family member has taken it in without your knowledge. A neighbour has taken it in. A family member instructed the driver to leave the item in a safe place without your knowledge. First, check around your property, including your porch, garage, back garden, bins, behind gates or other safe places where the courier may have left the package. While we use a signed-for service, drivers may occasionally leave items in secure areas without obtaining a signature for which we do apologise. Next, check with your neighbour's in case they accepted the delivery on your behalf. If the tracking indicates a name, such as "signed by Smith," verify if it's a neighbor or someone you are familiar with. Also, check your mailbox for any delivery notes from the courier specifying where the package was left such as at neighbour number 4. Please verify that the delivery address provided at checkout was 100% accurate, we do not modify the address it gets exported to the courier exactly as provided. If you still cannot locate your item after these steps, please contact us through the support chatbot below. We promise a response within 3 business hours. At this point, we will open a missing item investigation with the courier, requesting GPS data, delivery photos, and signatures to verify where the item was released by the driver. We resolve most issues with the courier within the hour. If the driver confirms delivery but you're still missing the package, the driver will be sent back to retrieve and redeliver it, particularly in cases of mis delivery to the incorrect address. If these steps are unsuccessful, we will file a missing item claim with the courier and arrange for a replacement. Please note that refunds or replacements will only be issued once the courier's investigation concludes, which may take a few days. For customers in apartments or flats, check with your reception or building security to see if they accepted the package on your behalf. We frequently face challenges with deliveries to apartments and flats. While couriers should ideally deliver directly to your door, this may not always occur. Please inform us of any special access requirements/gate codes that might facilitate delivery. Missing Item Investigation If you cannot locate your item, please raise a support request via our chatbot providing your order details. We will open a missing item investigation with the courier, requesting GPS data, delivery photos, and signatures to verify where the item was released by the driver and request the driver returns to the property to resolve if necessary. We resolve most issues with the courier within the hour and will be able to update you promptly with a resolution. Courier Provider Information The courier services are independent providers utilized by Rug Love and other retailers. We have no affiliation with these couriers and no control over their services or the actions of their drivers. If a delivery doesn’t take place on a given day, the courier will take one of the following actions: They will automatically make a delivery attempt on the next business day, leave the package with a neighbour, or leave a notice with additional instructions. Please be aware that while we use a strictly signed-for delivery service, we do not have control over the actions of the driver. On occasion, drivers may leave items in secure areas without obtaining a signature. Although this should not happen, we want to be transparent and acknowledge that it can occasionally occur, even with our signed-for service. Misdelivery: If a package is incorrectly delivered, the courier will attempt to retrieve and redeliver it. Any refunds or replacements for undelivered items will be processed once the courier's investigation concludes, which may take several days. To deter fraudulent activities our policy stipulates that if the delivery service can provide photographic evidence of the delivery, we will exclusively provide a replacement for the item and will not process any refunds. If you find that your purchase was returned to us by our delivery partners, it could be due to one of the following reasons: the recipient declined the package, our delivery partner couldn't reach the address or find anyone present after multiple attempts, the delivery address had missing details, the package was damaged during transit, or the order wasn't collected from the designated access point within 10 days of arrival. Mis-delivery Policy Retrieval and Redelivery: • If a package is incorrectly delivered, the courier will attempt to retrieve and redeliver it. • Refunds or replacements for undelivered items will only be processed once the courier's investigation concludes, which may take several days. We will coordinate with the courier to resolve the issue by requesting GPS data showing where the item was released by the driver, as well as obtaining photos and signatures for verification. At this point, we will open a missing item investigation with the courier, requesting GPS data, delivery photos, and signatures to verify where the item was released by the driver. We resolve most issues with the courier within the hour. If the driver confirms delivery but you're still missing the package, the driver will be sent back to retrieve and redeliver it, particularly in cases of mis delivery to the incorrect address. If these steps are unsuccessful, we will file a missing item claim with the courier and arrange for a replacement. Please note that refunds or replacements will only be issued once the courier's investigation concludes, which may take a few days. For customers in apartments or flats, check with your reception or building security to see if they accepted the package on your behalf. We frequently face challenges with deliveries to apartments and flats. While couriers should ideally deliver directly to your door, this may not always occur. Please inform us of any special access requirements/gate codes that might facilitate delivery. Couriers may be unable to deliver on the scheduled day due to various factors, including traffic delays, vehicle breakdowns, or driver illness. Depot issues like sortation delays, misplacement of parcels, or system errors can also cause delivery failures. Incorrect or incomplete addresses, restricted access to the delivery location, and the absence of someone to receive the package are common customer-related reasons. Additionally, severe weather conditions and public holidays can impact delivery schedules. Among the most common causes are traffic delays and incorrect addresses, which frequently lead to delivery issues.

Last Unit: From time to time, you might decide to place an order for a product that is marked as "Last One." on the product page. This designation is authentic and comes directly from the manufacturer, indicating that it's the final available unit. While we strive to secure this item for you, there is the occasional situation where, once a product reaches its last unit, it may become sold out or unavailable. This circumstance only applies to items we've labeled as "Last One." We kindly ask you to consider this possibility when purchasing with this prefix, as there's a chance it may not be accessible. If, in the rare event, the last unit becomes unavailable, we will promptly reach out to you. We will provide you with the option of either a refund or inform you about when the next batch of stock is expected. It's important to note that the stock status and stock due dates are consistent across all UK retailers since we all rely on the same suppliers

Contact: To initiate support, click here. We promise a response within 3 business hours.