Rug Love Shipping Details

AI-Assisted Support

We are the first rug store to incorporate AI-assisted support, capable of delivering immediate responses to a wide range of inquiries, including complex ones. This ensures you receive the information you need swiftly, without the wait typically associated with traditional customer service. If you can't find what you're looking for, our dedicated customer support is here to help. We promise a response to all inquiries within 3 hours during business hours.

For any questions or concerns, please don't hesitate to contact us at hello@ruglove.co.uk

Alternatively, Initiate Support Here.

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.

Delivery Details

All orders are always shipped free of charge, with no minimum spend.

Deliveries are made from Monday to Friday, between 8 am and 6 pm. Unfortunately, we can't guarantee an exact delivery time. 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 might have overlooked.

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 to 48 hours to arrive. During the busy festive period, please allow 3 extra days post-dispatch to report any undelivered items due to potential minor courier delays. We do apologise in advance for any delays and inconvenience caused.

The courier may assign a 2-hour delivery window for your item, but please note that we cannot guarantee delivery within this timeframe. We recommend using the timeslot as a helpful estimate and treating the delivery as an all-day appointment, with delivery possible 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.

Please ensure that someone is available to provide a signature upon delivery. If no one is 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 note that we do not have control over which option the driver chooses.

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.

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 automatically attempt delivery 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 signed-for service, we cannot guarantee how the delivery will be handled.

Shipping Locations

We ship exclusively to the mainland UK and the Scottish Highlands. We do not deliver to any part of Ireland or Northern Ireland, the Scottish Islands, the Channel Islands, or the Isle of Man. We made this strategic choice to cease deliveries to Ireland for several key reasons:

• Items frequently being declined at the export hub
• Extensive delays in delivery
• Instances of items going missing, resulting in customer dissatisfaction and a decline in service quality
• Managing returns and faulty items, especially larger ones, posed a cost-effective challenge
• Some customers were unaware of customs and duty taxes, leading to further frustrations in the delivery process

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.

Pre-Orders

If your desired rug isn't available immediately, no worries! You can reserve it through our pre-order service. The due date provided 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. Please note that ongoing crises may cause delays in delivery.

Return Policy for Undelivered Items

Once your rug is dispatched, we aim for swift delivery. If your item has not arrived within the expected time frame, please refer to our return policy for assistance.

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