Shipping policy
📦 Rug Love Shipping Details
🚚 Dispatch & Delivery Information
Please note we are an online only retailer and only offer a delivery service Dispatch Time: In-stock orders are dispatched within 1-2 business days (Monday to Friday), excluding public holidays.
Our quoted timeframe refers to dispatch, not delivery. Orders are shipped free of charge with no minimum spend required.
Delivery Service: Orders are sent via a 24-hour next-day service. However, please allow up to 48 hours for arrival.
📅 Delivery Details
- Deliveries occur Monday to Friday, between 8 AM - 6 PM.
- The courier typically provide a 1-2 hour delivery window
- Couriers do not operate on weekends.
- For Scottish Highlands, deliveries may take a few extra days due to third-party couriers.
If an item is not delivered on the scheduled day, it will automatically be reattempted on the next working day—no action required.
If your order is significantly delayed or no longer needed, you can request a refund, and we will mark it as return to sender.
✍️ Signature Requirement
All deliveries require a signature. If no one is available, the courier may:
- Reattempt delivery on the next working day.
- Leave it with a neighbour.
- Leave a notice with further instructions.
If you opt to instruct the courier to leave the item without a signature, Rug Love is not responsible for any lost or damaged items.
🤖 AI-Assisted Support
We are the first rug store to incorporate AI-assisted support, providing immediate responses to a wide range of inquiries. If you need further assistance, our dedicated support team is here to help.
Initiate Support Here. We respond within 3 business hours. Your happiness matters to us ♡
📦 Damaged Deliveries
If your package is damaged:
- Best Option: Reject the delivery and inform the courier.
- If you accept the item, note the damage when signing.
- Failure to report damage at delivery voids your right to a refund or compensation.
File damaged item claims via our Returns Portal.
🗺️ Shipping Locations
We ship exclusively to mainland UK and the Scottish Highlands. We do not deliver to:
- Northern Ireland, Republic of Ireland, or any part of the EU.
- Scottish Islands, Channel Islands, or Isle of Man.
- BFPO (British Forces Post Office) addresses.
📍 Address Accuracy
Ensure your delivery address is correct at checkout. We do not modify addresses post-purchase.
🔎 Tracking Your Order
Once your order is dispatched, you will receive an email titled "Your Order is On the Way" with a tracking link. Use this link to monitor delivery.
Alternatively, track your order using our Tracking Portal or directly via the courier:
📦 Multiple Item Orders
Rugs may be dispatched separately. Check your order confirmation email for individual tracking details.
🏢 Apartment/Flat Deliveries
Deliveries to apartments can be challenging. Ensure access codes are provided if required. Check with reception or building security if you experience issues.
❌ Misdelivery
If your tracking shows "delivered" but you haven't received it, check:
- Safe places like porches, garages, or gardens.
- With neighbours or family members.
- For delivery notes indicating where it was left.
If you still can't find your order, contact us to open a missing item investigation.
📝 Pre-Orders
Pre-order due dates are updated hourly. Once in stock, orders are dispatched automatically. You may cancel anytime for a full refund.
💳 Pre-Order Deposit Option
We offer a 20% pre-order deposit option. This locks in your rug’s price. Once in stock, an invoice will be sent for the remaining balance. Payment methods include:
- Klarna
- Clearpay
- Laybuy
- PayPal
💬 Need Help?
If anything is unclear, please submit a support request via our chatbot. We promise a response within 3 business hours.
