Terms of service

Terms of Use for Rug Love

Welcome to the official terms of use for www.ruglove.co.uk. By accessing this site or placing an order, you agree to the terms listed here. Using this site signifies your acceptance of these terms, irrespective of your decision to purchase from us.

If our terms do not align with your preferences, we kindly request that you refrain from placing an order with us.

Operator Information:

Rug Love Limited
Company Reg No.: 12509743
VAT No.: 359 6181 63
Email: hello@ruglove.co.uk
Trading Office (not return address): Unit C, Piccadilly Business Centre, Aldow Enterprise Park, M12 6AE

Key Information

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.

For any additional questions or concerns Initiate Support Here. We promise a response within 3 business hours. Your happiness matters to us ♡

You can access support by clicking the support link, which is available on every page of our website and included in all our email communications.

Rug Love operates exclusively online; thus, we don't have a physical showroom or store for visits. Returns are not possible in person at any location. As stated on our Google Business profile and website, we are an online-only retailer, and we provide delivery-only service. Collections and returns in person are also not possible.

Before placing your order, please ensure you're familiar with our disclaimers on color and design, wool and shaggy rug shedding, handmade rug imperfections, and our rug warranty and defects policy. You can find more details at the links below:

Service and Communication

All correspondence is conducted exclusively through email. Like many modern digital-first online retailers such as ASOS, we have discovered that email is the most efficient mode of communication, ensuring clarity and reducing the likelihood of misunderstandings by preserving a written record of all discussions and agreements. Consequently, we have opted to discontinue telephone communications. Should you wish to contact us, kindly send an email to hello@ruglove.co.uk. We assure you that we will attend to all inquiries within 3 hours during our business hours.
We acknowledge that email-only communication may not be suitable for everyone, and some customers may still prefer telephone contact. We kindly request that you take this into account before placing an order. If you anticipate that our chosen communication method may lead to frustration for you, we respectfully suggest that you refrain from ordering from us and instead seek a retailer that aligns with your preferred method of communication.
While we acknowledge that some retailers continue to employ telephone communication, the prevailing sentiment suggests that phone calls almost always go unanswered, repeatedly for days at a time, and voicemails remain unreturned. In contrast, we exclusively utilize email communication and are committed to delivering a response within a maximum of 3 hours, consistently without fail.

Before placing your order, please make sure you're familiar with our disclaimers on colour and design, wool and shaggy rug shedding, as well as handmade rug imperfections. You can find more details at the links below:

At Rug Love, we go beyond generic colour labels. We are the only UK rug retailer that provides a detailed breakdown of every shade present in each rug, helping you make a more informed buying decision. While most retailers simply describe a rug as ‘cream’ or ‘grey,’ we ensure you know exactly what tones and variations are included, allowing you to find the perfect match for your space.

Important Terms

Please take a moment to understand our terms of service, return and refund process and procedures, return costs, warranty, and wear, disclaimers on color, image/design variations, hand-made, jute, and sisal rug imperfections, product warranty/wear, and shedding/flattening for both wool and shaggy rugs. These can all be found in our help center, every product page, every email we send you (including order confirmation email), the return portal, chatbot, and the homepage footer. Failure to do so cannot be attributed to Rug Love. Our commitment to transparency and clarity is our top priority, aimed at preventing misunderstandings and minimizing disputes.
If you anticipate potential issues, we recommend considering purchases from a physical retailer. If any aspect falls short of your satisfaction, we encourage you to explore in-store buying options. It is our primary goal to establish transparent expectations to guarantee a gratifying shopping experience. Before placing an order, we urge you to thoroughly review our terms of service, comprehensive Returns, Refunds, Exchanges, Faulty Item policy, hand-made, wool shedding, color, and warranty disclaimers, and if any aspect doesn't align with your preferences, we kindly request that you refrain from making a purchase.

Contact Information:

Additionally, please note that our contact email address, hello@ruglove.co.uk, is prominently displayed at the bottom of every page on our website for your convenience.

Important Points:

We outline essential points such as delivery, return process and costs, refunds, exchanges, pre-orders, and our product disclaimers. Familiarize yourself with these to ensure you're informed before making a purchase. These are available on our homepage footer, in your order confirmation email, help centre, and on every product page. Any failure to do so cannot be attributed to Rug Love.

By placing an order, you acknowledge and accept our terms of service and return, and refund policies. Familiarize yourself with these to ensure you're informed before making a purchase. These are available on each product page, our help centre, home page footer, return portal, and in your order confirmation email. Any failure to do so cannot be attributed to Rug Love. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering.

Please take a moment to understand our disclaimers on colour/image/design variations, hand-made/Jute/Sisal rug imperfections, and shedding/flattening for both wool and shaggy rugs. Familiarize yourself with these before proceeding with your purchase. We prioritize being upfront and transparent about potential return expenses, especially for larger bulky items. Our aim is to prevent misunderstandings and avoid disputes related to shipping fees. If you anticipate issues with covering return costs, we kindly suggest purchasing from a brick-and-mortar retailer where you can return items in person. We kindly ask that you measure your space prior to placing an order. Taking a brief measurement now will help avoid potential inconveniences.

Terms of Use:

Welcome to the official terms of use for www.ruglove.co.uk. By accessing this site or placing an order, you agree to the terms listed here. We outline essential points such as return processes, refunds, exchanges, pre-orders, and our disclaimers regarding color, image, and design. Before making a purchase, you must be familiar with these terms, which are available on our homepage footer, order confirmation email, help centre, and on every product page. We prompt you at checkout to review these terms before finalizing your purchase. Rug Love is not accountable if you fail to adhere to these guidelines.

If any aspect of our terms or return policy doesn't align with your expectations, we respectfully request you refrain from ordering. When you place an order, it signifies your understanding and agreement to our terms, including delivery timelines, return processes, disclaimers about design variations, and specific notes for handmade or wool rugs. Please read relevant disclaimers before purchasing. Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.

Operator Information:

Rug Love Limited
Company Reg No.: 12509743
VAT No.: 359 6181 63
Email: hello@ruglove.co.uk
Trading Office (not return address): Unit C, Piccadilly Business Centre, Aldow Enterprise Park, M12 6AE

We are "Rug Love." Please note that we are not affiliated in any way with the retailer "Love-Rugs based in Glasgow. Rug Love (us) is based in Manchester. Their recent website redesign has led to some customer confusion, so we wish to clarify that we are a completely separate business.

Intellectual Property:

Rug Love and its associated brands and slogans are protected trademarks registered in the UK. Any unauthorized use or imitation of our brand is strictly forbidden and may lead to legal consequences. This includes our proprietary Scandi-Boho designs, copyrighted and protected at www.ProtectMyWork.com. We act promptly against any violations or infringements under UK "passing off" laws.

Payment:

Upon clicking the "PAY NOW" button at checkout, your payment will be processed immediately, even for items on pre-order.

Shipping & Delivery Information

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.
Our fulfilment and allocation process is fully automated with our suppliers. You may initially receive a dispatch email earlier in the day, followed by a second email later on, which will include courier tracking details as soon as they are made available by the courier. Rest assured, your rug will arrive the following day as we use a next-day delivery service. You may notice that the tracking status shows as "pending" even after an item has been dispatched. This typically means the tracking is waiting for its initial route scan to be updated by the courier. Occasionally, it can take up to 24 hours for the courier to update and display tracking information
Although we send items using these services, during the busy festive period, we kindly ask 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.
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.
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. 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. 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 of our products are shipped using a signed-for service. By signing for a parcel, you acknowledge receipt of the item in good condition. In the event of a damaged parcel, please still sign for it and make a clear note of the damage. Alternatively, you can choose to reject the item, and we will promptly arrange for a replacement rug to be sent to you. It is important to emphasize that if you mark the parcel as delivered in good condition or fail to specify any damage, you forfeit your right to request a refund or seek compensation from 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.
For pre-ordered items, refer to the product page for the most up-to-date estimated arrival, updated hourly. If a delay arises and you opt not to wait, you can cancel the order via the link in your confirmation email for a full refund. Remember, the due dates, which are approximate and subject to change beyond our control, represent our expected stock arrival, not your delivery. All UK rug stores share these same dates.

Dispatch and Delivery Information

Dispatch Time:

In-stock orders are dispatched within 1-2 business days (Monday to Friday), excluding public holidays. Our couriers and suppliers do not operate on weekends.

Our quoted timeframe of 1-2 days refers to dispatch, not delivery.

Once your order is dispatched, you'll receive an email titled "Your Order is On the Way," which includes a tracking link. Please use this link to monitor your delivery, If you have not yet received this email, it means your order has not been dispatched

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

Upon dispatch, orders are generally 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.

Usually, the courier will give a 1-2 hour delivery window on the scheduled day.

Once you receive your tracking link from us, you’ll have the option to amend, delay, and select various delivery options directly on the couriers website, including choosing a delivery day that works best for you.

Delivery Details:

Deliveries are made from Monday to Friday, between 8 am and 6 pm. Unfortunately, we can't guarantee an exact delivery time, On the day of delivery the courier will typically provide a 1 or 2 hour delivery window

Our couriers do not operate on weekends.

Upon dispatch, orders are generally 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.

Although we send items using these services, we kindly ask 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.

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.

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.

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 the strategic choice to cease our deliveries to Ireland for several key reasons. These include items frequently being declined at the export hub, extensive delays in delivery, and instances of items going missing, resulting in customer dissatisfaction, and a decline in service quality. Additionally, managing returns and faulty items, especially larger ones, posed a cost-effective challenge. Furthermore, some customers were unaware of customs and duty taxes, leading to further frustrations in the delivery process.

Multiple Items

If you've ordered multiple rugs, they may 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.

Apartment/Flat Deliveries

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.

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, particularly in apartment complexes and flats, 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. 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 items. We regret to inform you that no replacements or refunds will be provided under these circumstances, and this policy applies without exceptions.

Last Unit

If you 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 available. 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.
As stated on our Google Business profile, website, help centre, and chat bot, we are an online-only retailer, and we provide delivery-only service. Collections and returns are not possible in person and must be done via courier.

Pre-Orders

Pre-Order Service

At Rug Love, we understand the excitement of getting that perfect rug. If your desired rug isn't available immediately, no worries! You can reserve it through our pre-order service. For each product on pre-order, we typically provide an "approximate due date" for your reference. 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.
Due Dates Apply Universally

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.
Please note that the ongoing crisis in the Red Sea may necessitate some shipping vessels to navigate via alternative, longer routes. This could potentially cause delays in the delivery of your pre-order.
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. By providing live pre-order dates that are updated hourly, we aim to enhance your shopping experience and provide you with accurate information about when your selected rug will be available for delivery. It's worth noting that all UK rug stores receive stock from the same suppliers. This means no other retailer will get a pre-ordered rug faster than we do.

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.
If you decide you'd rather not wait or if an unexpected delay occurs, you have the flexibility to cancel your order through your order confirmation page. This will trigger an instant, full refund.
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.
Lastly, we don't offer financial compensation for delays. We understand the frustration they may cause, but rest assured, we're in the same boat as other retailers. If waiting becomes too much, remember that you can always cancel for a full refund at any point.
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.

Returns Policy

Simple Automated Returns

Simply visit our Return Portal to initiate your return or exchange. Rug Love does not offer free returns. While delivery is free on all orders, customers are responsible for arranging, booking, and covering the cost of any return shipment. We do not provide return labels or arrange courier collections, so all returns must be organised directly by the customer. In addition, all return requests must be submitted through our online Returns Portal. Please bear this in mind before placing your order. To be upfront and transparent, Full return information, including the returns portal link, estimated return costs, is provided on every product page, in your order confirmation email, and via our chatbot.

Please utilize the return portal link provided below to submit your request, whether it be for a straightforward return, a faulty item, an incorrect order received, or damage caused by the courier. Please make sure to upload images regarding the issue if relevant.

Return Portal

You can find a link to our return portal and our return policies in all email communications you receive from us. All returns must be submitted via our designated returns management platform to qualify for a return and refund. Simply visit our Return Portal to initiate your return or exchange. Upload images if relevant.
To proceed with a defective claim, please submit it through our return portal selecting the manufacturing fault option and upload images of the issue along with any relevant details. This will enable us to file a defective claim with the manufacturer in the designated section, please indicate the most convenient day for the manufacturer to collect for inspection, as this may be necessary if a decision cannot be made based on the images you provide.
Additionally, specify your preferred outcome whether it be a replacement, refund, or discount allowance. Our rugs are shipped directly by the manufacturer, who manages fulfilment for all UK retailers, We will liaise and make every effort to find a solution that satisfies our customers

No need to go through the hassle of contacting us :) Transparency: We pride ourselves on being upfront and transparent about potential return costs, setting us apart from others. Our process is streamlined for your convenience. Say goodbye to the inconvenience of waiting around for return references and authorization. We take pride in being the first rug store to introduce an automated returns process designed for your utmost ease and a seamless experience. We have tried to make our return process as simple as possible, providing comprehensive guidelines which set us apart. Many retailers simply provide the return address and leave the rest to you. We have tried to cover every scenario to make the process as easy as possible. In fact, we provide the most comprehensive details of any rug store and have tried to cover every scenario. While returning large bulky items will never be 100% foolproof, we have striven to provide as much information as possible.
Before submitting a claim for a potential defect, please make sure you've thoroughly reviewed the product description as the issue you're noticing might be a normal characteristic of the rug. For instance, wool rugs will shed, and handmade rugs will have imperfections, which we mention in advance. Please note that if you decide you don't like your rug or it doesn't meet your needs, you have 14 days to return it without needing to provide a reason. Not liking a rug and its characteristics or it not meeting your expectations does not necessarily indicate a defect. We frequently include additional details about the rug's characteristics in the product description, along with photos that we take ourselves. Please review the product listing for this information. The images we use are supplied by the manufacturer and used by all UK retailers.

Return Guidelines

Before placing an order, it's crucial to emphasize the significance of familiarizing yourself with the potential costs associated with returns, especially for large and bulky items. We emphasize the importance of measuring your space prior to placing an order. Taking a brief measurement now will help avoid potential inconveniences and return costs, especially with our large 200x290cm rugs, these are often larger than customers anticipate and expensive to return.
14 Days to Decide: We are unable to process returns for unwanted items beyond the stipulated returns period as outlined in our terms of service, No Exceptions.
Simply visit our Return Portal to initiate your return or exchange. Once we've received your rug, you'll get an email confirmation, followed by a refund notification after a 48-hour inspection.
All returns must be submitted via our designated returns management platform to qualify for a return and refund. We cannot accept them in person. All returns must be sent through a courier; there are no exceptions to this policy. Please notify us promptly of any issues, even if you plan to keep the item for a few days to see if the issue resolves itself. This will allow us to log the problem with the manufacturer and increase the chances of a successful claim if necessary.
If the 14-day return window has passed, you will not be able to submit a faulty claim through the return portal. In this case, please email us directly. Kindly include images of the issue, as we need these to file a claim with the manufacturer. If the images do not clearly show the problem, the manufacturer will need to collect the item for further inspection. Please let us know the best day for this to take place so we can coordinate with the manufacturer. If the manufacturer deems the item not faulty, it will be returned to you. If the claim is successful, the manufacturer will arrange for a replacement.
To deter fraudulent activities, particularly in apartment complexes and flats, 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.
Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. Please take a moment to understand our disclaimers on colour/image/design variations, hand-made rug imperfections, and shedding/flattening for both wool and shaggy rugs. Familiarize yourself with these before proceeding with your purchase. Rug Love assumes no responsibility for any oversights on the customer's part.

Handling Damaged Deliveries

All our deliveries require a signature by default. Here’s what you should do if you receive a damaged rug or notice any damage to the packaging:

Recommended Steps:

Reject on Arrival: If the rug or its packaging is clearly damaged during transit, we recommend rejecting the delivery. Inform the courier and refuse the item and mark it as return to sender

Outcome: We will send you a new rug or issue a refund. This is the most straightforward and best option.

Accepting the Item: If you choose to accept the item despite visible damage, please follow these steps:

Note the Damage: Immediately note any damage to the courier. This can be damage to the wrapping, rug backing, or anything unusual.

Sign with a Note: When signing for the item, specify the noted damage. This ensures there is a written record that the item was received with issues. This makes it much easier to file a claim with the courier.

Important Considerations:

Good Condition Acknowledgement: Signing without specifying any issues means you acknowledge the item was received in good condition. It is important to emphasize that if you mark the parcel as delivered in good condition or fail to specify any damage, you forfeit your right to request a refund or seek compensation from the courier.

Mishandling by Courier: Our rugs should arrive fully sealed to prevent any soiling during transit. Any deviations from this are typically due to courier mishandling. Informing the driver ensures we have a written record of the damage. This makes it much easier to file a claim with the courier.

Compensation Typically, we do not offer discounts for damaged items. Our preferred procedure is to have the damaged item rejected so we can send you a replacement. However, if you prefer to keep an item that was damaged during transit and receive a discount, it is crucial to report the damage to the courier. This enables us to file a claim with the courier, and any compensation we receive will be passed on to you.

please submit any damaged claims via our returns portal: Rug Love Returns Portal.

By following these guidelines, you help us ensure any issues are addressed swiftly and efficiently and provides recourse with the courier.

Hand-Made/Jute/Sisal Rugs Disclaimer: AN IMPORTANT NOTE

Our collection of Handmade, 100% Jute and Sisal rugs are made by hand, each one is unique as such they will have imperfections known as ‘Abrash’ which means natural and variable change in colour, design, size, pattern, yarn, stitching & texture that occurs in handmade rugs along with natural fibre loss and shedding, rogue mixed colour yarns & loose threads. It gives the rugs life and character and ensures you have a unique rug. Similarly, all-natural plant fibre rugs, such as Sisal rugs, embrace their normal irregularities as part of their charm. Variations in weave and shading, for instance, contribute to their distinctive and captivating character, making each natural fibre rug unique. In essence, all-natural grass fibre rugs are beautifully "perfectly imperfect." Synthetic latex backing is one of the biggest culprits in new rug smell, affecting both natural and man-made materials. Many natural rugs, such as Jute and Sisal, are flat-woven, eliminating the need for a latex backing. But still, natural Plant-based sisal, jute, and seagrass rugs typically start out with a mild, straw-like aroma. please bear these factors in mind before purchasing this type of rug. If you are particular about uniformity and perfection, a handmade or natural jute rug might not be for you. In such cases, we recommend machine-made rugs created from synthetic materials for a more standardized appearance. Please note that even if you exchange a rug, the replacement will have its own distinct imperfections and characteristics. Familiarize yourself with our handmade and wool disclaimers in our help center to ensure you're informed before making a purchase.

Handmade Rugs

Handmade rugs are unique masterpieces that embody the beauty of imperfection and individuality, characterized by color variations (abrash), slight imperfections, and loose threads that testify to their artisanal craftsmanship. Unlike machine-made rugs, each handmade piece is distinct, with no guarantee of an exact color or pattern match for multiple units due to differences in dye batches and handcrafting processes. Additionally, size can vary within a 4% tolerance, emphasizing the personal touch and traditional techniques in each creation. Choosing a handmade rug means embracing its unique characteristics, making it a statement of cultural history and artistry in your space.
Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade/jute/sisal rugs). Ensure you're informed before making a purchase.

Specifically

Our delicate loop pile wool rugs, like La Paya, Delilah, and Savannah, might be prone to snags, especially from pet claws or heels. Any small imperfections can usually be trimmed without any issue. Before making your purchase, please check the product description where we mention potential imperfections and other characteristics unique to handmade or jute rugs. It's essential to note that even if a rug is exchanged, its replacement will still exhibit its own set of unique attributes.
We caution pet owners considering a jute rug, as pet claws can result in unwanted snags and pulls. A rug made of polypropylene might be a more durable choice for such households.
While we strive for accuracy in rug dimensions, there can be variations up to 4%, a standard deviation in the industry. This variability is especially true for our handmade collection, where each rug is distinct. Such minor irregularities are the very essence of handcrafted items, enhancing their charm and uniqueness.
For those ordering multiple units of the same handmade rug, please understand that each rug will have its distinct design, size, pattern, and color, given their handcrafted nature. If perfect consistency is crucial for you, we recommend opting for machine-made options.

Wool Rugs and Shedding: What to Expect

Shedding

Wool rugs, genuine sheepskins, and some deep-pile shaggy rugs have a natural tendency to shed – this means fibers may come loose. It's not a flaw in the manufacturing process but a natural characteristic of these materials.
Shedding is Expected: Every wool rug will shed. The amount of shedding will reduce with time and wear, but it's essential to note that some rugs may continue to shed throughout their lifespan. On average, it takes between 20-25 vacuum sessions to significantly reduce shedding.
Not a Fault: We cannot accept returns for wool or genuine sheepskin rugs based on shedding, as it's an expected behavior. If you're concerned about shedding, you might prefer a machine-made rug crafted from synthetic materials.
Product Details: We always emphasize in our product descriptions if a rug is woolen and prone to shedding. We encourage customers to take this into account before making a purchase.
Durability: Shedding doesn't compromise the rug's durability. For instance, our thick high-pile shaggy wool rugs from the 'Rocks' collection may shed throughout their lifespan, more than typical low-pile wool rugs, due to their dense nature. If this is a potential concern, we'd recommend considering an alternative rug type.

New Rug Odor

The distinct smell from a new rug stems from the chemicals, known as volatile organic compounds (VOCs), used during its production. This "off-gassing" is typical, especially with synthetic latex backings. The scent, sometimes reminiscent of a musty aroma due to the rug's animal fiber origin, will dissipate over time.
In summary, it's vital to understand the natural attributes of wool and similar materials when considering a purchase, ensuring satisfaction with your beautiful new addition.

Pile Flattening/Durability/Warranty/Wear

Pile Flattening

All rugs with pile, over time, experience some degree of pile flattening and matting. This is a natural process and isn't deemed a manufacturing defect; therefore, it isn't covered by manufacturer warranties. Particularly plush high-pile rugs (4 cm and above) are more prone to such flattening and matting.
Several of our shaggy rug collections, including Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby, are susceptible to a phenomenon known in the rug industry as "sprouting" or "pilling." This is when some threads or strands in the rug pile appear longer than others. If you encounter this, simply trim the protruding threads with sharp scissors. Avoid pulling these threads as it could damage your rug. It's important to note that sprouting/pilling is a typical occurrence, especially in high-pile rugs, and isn’t indicative of a manufacturing flaw.
Conversely, short pile or flat-weave rugs (0.8 cm and below) experience this flattening to a lesser extent. If you're concerned about pile flattening, we suggest opting for a shorter pile rug, preferably under 0.8 cm made of polypropylene. Please understand that flattening isn't a defect, and replacing a rug will not prevent the new one from exhibiting the same characteristics with use.

Product Guarantee and Warranties

Rugs are considered commodities, and therefore, none of our manufacturers offer warranties for their products. Instead, these products are governed by the Sales of Goods Act, which includes provisions for reasonable use and wear and tear. In most cases, we anticipate that these products should remain in good condition for a minimum of 6 months. However, it's important to note that this does not guarantee a replacement or refund.
According to the Sales of Goods Act, should a problem arise within the first 30 days after purchase, you have a legal right to either a refund or replacement. After this initial 30-day window and up until 6 months, you can still ask for a repair or replacement, but there is no obligation on our part to offer any refund. Once 6 months have elapsed, unless you can convincingly prove that the item was defective upon receipt, we are under no legal obligation to offer a replacement, repair, or refund. It's important to note that without evidence of a fault at the time of delivery, we won't entertain any claims post the 6-month mark, no exceptions. For all transactions, our default stance is that the product was received in good condition unless we're notified otherwise. Since there's no universal standard for how long a rug should last given the multitude of variables, we focus on initial quality. Understandably, we cannot determine how the rug has been treated or whether the care guidelines were adhered to. Any potential faults should be reported immediately upon receipt. Any failure to report defects promptly cannot be attributed to Rug Love.
We emphasize checking your rug upon its arrival including a thorough inspection of its backing, even if you don't plan on using it immediately. The lifespan of a rug is determined by various factors: its location, exposure to sunlight, traffic frequency, presence of pets and children, furniture placement, and more. Since there's no universal standard for how long a rug should last given the multitude of variables, we focus on initial quality. Any potential faults should be reported immediately upon receipt. After 30 days from receipt, any claims of fault will be approached with the presumption that the rug was in good condition upon delivery. However, it's important to note that while we are often told that a rug has never been used, we have no means of ascertaining or validating how the rug has been used. Any failure to report defects promptly as per our terms and conditions cannot be attributed to Rug Love.
Before submitting a claim for a potential defect, please make sure you've thoroughly reviewed the product description as the issue you're noticing might be a normal characteristic of the rug. For instance, wool rugs will shed, and handmade rugs will have imperfections, which we mention in advance. Please note that if you decide you don't like your rug or it doesn't meet your needs, you have 14 days to return it without needing to provide a reason. Not liking a rug and its characteristics or it not meeting your expectations does not necessarily indicate a defect. We frequently include additional details about the rug's characteristics in the product description, along with photos that we take ourselves. Please review the product listing for this information.

Pile Shading

At times, you might notice certain areas of a rug appearing lighter or darker compared to its surrounding sections. This isn't due to a change in color but rather an optical illusion resulting from pile direction alterations. The varied reflection of light off the rug's surface, depending on the angle from which it's viewed, causes this phenomenon known as "shading" or sometimes referred to as "Pile Reversal," "Pooling," or "Watermarking."
Rug fibers have a natural inclination to lean in a specific direction. When all fibers lean cohesively, the rug portrays a consistent color. However, with time and usage, some fibers may deviate from this standard direction, causing changes in light reflection. Such deviations are more noticeable in frequently trafficked areas or near often-used furniture but can also appear in less-trodden zones or even beneath furniture. It's not uncommon for brand new rugs to exhibit this trait.
Shading is most prominent in dense, plush, cut pile rugs, especially those with solid or plain colors, while patterns tend to camouflage it effectively. It's worth noting that after a cleaning session, shading might become more pronounced, leading some to believe it resulted from the cleaning. On clarification, most realize that previously unnoticed shading became evident due to altered furniture placement, different lighting conditions, or uniform soiling prior to cleaning.
Importantly, shading doesn't compromise a rug's durability or wear. It's an inherent characteristic of certain rug types and not a manufacturing flaw. Predicting or preventing shading is challenging. However, consistent direction brushing during regular maintenance can minimize its appearance.

Cut Pile Directional Shading

Please note every Rug has a pile direction. That is the direction in which the fibers of the Rug run. With a cut pile Rug, the light is reflected off the fibers in a different manner, making the color of the Rug appear different—either lighter or darker than the original color. This effect can often be noticed simply by looking at your Rug from opposite sides of the room. Look at your Rug from one end of the room, then walk to the other end and turn around, and look back at the Rug. You may notice that it appears darker in one direction than the other. This is not a manufacturing fault but simply a natural characteristic of cut pile Rugs. It is worth bearing this in mind based on where you intend on using it and if the rug appearing lighter or darker from one side will present an issue. Consider if this variation in appearance might be an issue. Collections such as Aurora, Craft, Apollo, and Florence exemplify rugs that exhibit this effect.

Sprouting/Long Threads (Shaggy Rugs)

Certain rugs, due to their construction method, can exhibit what professionals in the rug world call "sprouting" or "pilling". This refers to instances where certain threads or strands stand out, being longer than the surrounding pile. If you encounter this, simply trim these protruding strands using sharp scissors. This won't harm the integrity or appearance of the rug. Please refrain from pulling on these longer threads as it could potentially damage the rug. Many of our dense, shaggy rug lines, including Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby, can exhibit this characteristic. It's important to note that sprouting/pilling is a typical occurrence in high-pile rugs and isn't indicative of a manufacturing error.

Product Return Policy for Defects

Reviewing Disclaimers

Before submitting a claim for a potential defect, please make sure you've thoroughly reviewed the product description as the issue you're noticing might be a normal characteristic of the rug. For instance, wool rugs will shed, and handmade rugs will have imperfections, which we mention in advance. Please note that if you decide you don't like your rug or it doesn't meet your needs, you have 14 days to return it without needing to provide a reason. Not liking a rug and its characteristics or it not meeting your expectations does not necessarily indicate a defect. We frequently include additional details about the rug's characteristics in the product description, along with photos that we take ourselves. Please review the product listing for this information. The images we use are supplied by the manufacturer and used by all UK retailers.

Reporting Defects

Should you receive a rug with defects or damages, it's imperative to inform us immediately upon receipt. If feasible, kindly bring this to the attention of the delivery personnel. To expedite the claims process, upload clear pictures demonstrating the defect or damage to our return center portal.
If you are submitting a request regarding a defective item, please include the date when the rug can be collected by the manufacturer for inspection. Also, specify whether you would prefer a replacement, or a refund should the claim of defectiveness be approved. Please note that items from unsuccessful claims will be returned to the customer.
Additionally, please indicate your desired day/date in the comments section for the product pick-up by the manufacturer. Exchanges: Note that couriers aren't equipped to collect the original item during the new one's delivery. All defective product claims will be addressed by having the manufacturer collect the rug for detailed inspection. This process can take up to 5 working days for us to receive their verdict then arrange logistics.
It's crucial to communicate any manufacturing defects to us within 3 days of receiving the item. Beyond this period, the consideration of faulty claims becomes discretionary. We emphasize checking your rug upon its arrival, including a thorough inspection of its backing, even if you don't plan on using it immediately. Any failure to report defects promptly cannot be attributed to Rug Love. All decisions made by the manufacturer regarding defects are conclusive. Please note that all our manufacturers and suppliers operate from Monday to Friday, between 9:00 AM and 5:00 PM, and remain closed on weekends. Exchanges: Note that couriers aren't equipped to collect the original item during the new one's delivery. All defective product claims will be addressed by having the manufacturer collect the rug for detailed inspection. This process can take up to 5 working days for us to receive their verdict then arrange logistics.
Typically, we anticipate our products to have a lifespan of at least 6 months. However, this isn't a promise of replacement or reimbursement.
According to the Sales of Goods Act, should a problem arise within the first 30 days after purchase, you have a legal right to either a refund or replacement. After this initial 30-day window and up until 6 months, you can still ask for a repair or replacement, but there is no obligation on our part to offer any refund. Once 6 months have elapsed, unless you can convincingly prove that the item was defective upon receipt, we are under no legal obligation to offer a replacement, repair, or refund. It's important to note that without evidence of a fault at the time of delivery, we won't entertain any claims post the 6-month mark, no exceptions. For all transactions, our default stance is that the product was received in good condition unless we're notified otherwise. Since there's no universal standard for how long a rug should last given the multitude of variables, we focus on initial quality. Understandably, we cannot determine how the rug has been treated or whether the care guidelines were adhered to. Any potential faults should be reported immediately upon receipt. Any failure to report defects promptly cannot be attributed to Rug Love.
All defective product claims will be addressed by having the manufacturer collect the rug for detailed inspection. This process can take up to 5 working days for us to receive their verdict. If the rug is not deemed defective, it will be returned to you. If the defect is confirmed, a replacement will be dispatched. The manufacturer's determination in such matters is binding. Exchanges: Note that couriers aren't equipped to collect the original item during the new one's delivery.
Kindly note that any collections coordinated by the manufacturer for defective items are set for the whole day; specific timing cannot be guaranteed, and weekend collections aren't available. While we strive to deliver perfection, mishaps can occur. As an exclusive online retailer, Rug Love addresses such concerns through courier services, necessitating someone's presence at home during the collection day. If this poses a challenge, we recommend choosing a retailer with a physical storefront for easier returns. Please factor this into your decision-making prior to making a purchase.

Product Colour & Design Disclaimer

Whilst the images and colour classification are provided by the manufacturer used by all UK retailers, we are the only rug retailer to provide a full colour breakdown and a AR Rug Visualiser and our product descriptions offer detailed specifications that many retailers overlook. However, if exact colour matching is essential, we recommend in-store shopping, as images can never fully replicate seeing a rug in person — a limitation of buying online. At Rug Love, we strive for transparency and clarity regarding the colours and designs of our products. However, as with all online retailers, there are inherent challenges with capturing and representing colours accurately. Our colour/image/design disclaimer is to prevent engaging in disputes & differing opinions regarding product colours and designs. If you purchase multiple units of the same rug, we cannot ensure that their colours will match or that they come from the same inventory batch. Please reach out to us before placing your order if you'd like us to verify batch consistency. This discrepancy arises because dye colours differ from one batch to another, and an exact match cannot be guaranteed. Despite every effort to provide accurate images of each product's colour and design, actual colours and design may vary slightly, due to different device screen settings, the lighting in the location and other factors. Rug Love will not accept responsibility for any colour or design differences that are not actual factory faults. In purchasing from Rug Love, you agree to accept the small risk that there may be a slight variation between the actual colour and design, and the representation on our website. Any returns for a product due to customer dissatisfaction with a colour (that is not a fault) will need to follow our usual returns policy and a full refund will be provided. If you are trying to colour match to existing decor or require a very specific shade, we recommend visiting a rug store in person to avoid disappointment. The product colour we state and images we display are provided by the manufacturer and used by all UK Retailers, whilst each person’s opinion & interpretation will vary.
Rug Love offers more comprehensive details than any other rug store regarding the colours and shades in our rugs, all of which are clearly outlined in the product descriptions. We are also the only rug store featuring an AR rug visualiser. Additionally, we provide more customer photos—including Instagram submissions and in-house shots—than any rug other store, to better represent each item.
Please be aware that our rug visualizer is intended for reference purposes only. While we strive for accuracy, we cannot guarantee that the color or size displayed is perfectly to scale. As the only rug store providing an augmented reality rug visualizer, we offer this as an additional tool to assist you in making an informed selection.

Washable Rug Disclaimer

At Rug Love, we offer a selection of rugs that are marked as machine washable. However, please note that Rug Love cannot be held responsible for any damage that may occur as a result of washing your rug. While the rug may be suitable for machine washing, there are many factors outside our control, such as the washing method, machine type, water temperature, and detergent used. It is the customer’s responsibility to follow care instructions carefully and ensure their washing equipment is suitable. Please proceed with caution when washing your rug. Additionally, we have no way to ascertain how the rug has been treated during the drying process, for example, if heat is applied in a tumble dryer it can damage the rug. To avoid damaging the rug, line drying is advised

Rug Warranty & Defects

To initiate a return or report all return scenerios, please use our Return Portal.

If you're unsure or have questions, please contact us at Rug Love Support, and we’ll respond within 3 business hours.

Rugs are considered commodities, and as such, none of our manufacturers offer warranties for their products. Instead, these products fall under the Sales of Goods Act, which includes provisions for reasonable use and wear and tear. We expect these products to remain in good condition for at least 6 months. However, this does not guarantee a replacement or refund. Kindly notify us of any defects upon arrival or within 3 days of receipt, We ask that you inspect your rug even if you are not using it right away including the backing.

Your Rights Under the Sales of Goods Act

Within 30 days of purchase: If an issue arises within the first 30 days after purchase, you are legally entitled to a refund or replacement.
Between 30 days and 6 months: You may request a repair or replacement, but there is no obligation on our part to offer a refund.
After 6 months: Unless you can prove the item was defective upon receipt, we are under no legal obligation to offer a replacement, repair, or refund. Without evidence of a fault at the time of delivery, we will not accept any claims after the 6-month period — no exceptions.

For all transactions, the product is assumed to have been received in good condition unless we are notified otherwise.

Manufacturer Collection Process

In the event of a faulty item, the manufacturer will arrange for collection. Please note the following:

All-Day Appointments: Collections are arranged for the entire day, and specific timing cannot be guaranteed.
Weekday Collections Only: Weekend collections are not available.
Presence Required: Someone must be present during the collection window. If this presents a challenge, we recommend choosing a retailer with a physical storefront for easier returns.
No Advance Calls: Couriers generally do not make phone calls before collection.

If the manufacturer determines the item is faulty, a replacement will be dispatched. The manufacturer’s decision is final in these cases.

As an online-only retailer we can only deal with defective issues via courier services please take into this consideration.

Once your rug has been delivered to you, you become the owner of the goods, and they are held at your own risk. We cannot be held responsible for any loss, damage, or destruction of the rug after delivery.

Initial Inspection: Please inspect your rug upon arrival, including the backing, even if you don't plan to use it immediately. Should you find any faults, report them to us within 3 days of delivery to ensure we can address any issues that may have originated from Rug Love.

Lifespan Factors: The longevity of your rug will depend on several factors, such as its location, exposure to sunlight, foot traffic, pets, and the placement of furniture. We emphasize the importance of reporting any potential faults as soon as possible, as we cannot assess if the issue has been caused in-situ.

Manufacturer Claims: In the event of an issue, notify us promptly to increase the likelihood of a successful manufacturer claim. Rugs are commodities, and our manufacturers do not offer warranties. Instead, all claims are governed by the Sales of Goods Act. Please report any defects within 3 days of delivery as we focus on the rug’s initial quality and assume the item to be in good condition unless we are informed otherwise. All claims will be submitted to the manufacturer.

Hand-Made/Jute/Sisal Rugs Disclaimer: AN IMPORTANT NOTE

Our collection of Handmade, 100% Jute, and Sisal rugs are crafted by hand, making each rug unique. As such, they will have natural imperfections, known as ‘Abrash,’ which include:

Variations in colour, design, size, pattern, yarn, stitching, and texture
Natural fibre loss, shedding, rogue mixed-colour yarns, and loose threads

These features give the rugs life and character, ensuring that you have a truly one-of-a-kind piece. Similarly, all-natural plant fibre rugs, such as Sisal, embrace these irregularities as part of their charm. Variations in weave and shading contribute to their distinctive, captivating character, making each rug "perfectly imperfect."

It's important to note that synthetic latex backing can sometimes cause a noticeable odour in both natural and man-made rugs. However, many natural rugs, like Jute and Sisal, are flat-woven and do not require latex backing. While natural plant-based rugs like Jute and Sisal often start with a mild, straw-like scent, this typically dissipates over time.

Please bear these factors in mind before purchasing. If you are particular about uniformity and perfection, a handmade or natural jute rug may not be the right choice for you. In such cases, we recommend machine-made rugs from synthetic materials for a more standardised appearance.

Even if you choose to exchange a handmade rug, please be aware that the replacement will come with its own unique imperfections and characteristics.

For customers ordering multiple units of the same handmade rug, please understand that each rug will have its own distinct design, size, pattern, and colour due to their handcrafted nature. If perfect consistency is important to you, we recommend opting for machine-made options.

For further details, please refer to our Handmade and Wool Disclaimers in the Help Centre to ensure you are fully informed before making a purchase.

Colour and Design Disclaimer

Transparency and Clarity

At Rug Love, we strive for transparency and clarity regarding the colours and designs of our products. However, as with all online retailers, there are inherent challenges in capturing and representing colours accurately. Our colour/image/design disclaimer is intended to prevent disputes and differing opinions regarding product colours and designs. The images we use are supplied by the manufacturer and are used by all UK retailers.

At Rug Love, we pride ourselves on offering superior product descriptions and specifications that most rug retailers overlook. We include an in-depth breakdown of all colours and shades in each rug, along with material, pile height, pile weight, texture, pile type, and backing—ensuring you have all the details needed to make the perfect choice. We also lead the industry in showcasing in-situ user-generated content (UGC), being the first rug store to widely incorporate real-life images from Instagram and hundreds of our creators. This allows you to see how our rugs look in actual homes, providing a more genuine and accurate representation. Additionally, Rug Love is the only rug retailer to offer an AR rug visualiser, helping you preview how a rug will look in your space before you buy. We also provide more in-situ images—taken by us or sourced from Instagram—than any other rug store, ensuring a better visual representation of each rug.

Colour and Batch Consistency

Multiple Units: If you purchase multiple units of the same rug, we cannot ensure that their colours will match or that they will come from the same inventory batch. Please reach out to us before placing your order if you'd like us to verify batch consistency. This discrepancy arises because dye colours differ from one batch to another, and an exact match cannot be guaranteed. This is especially true for hand-made rugs.
Colour Variation: Despite every effort to provide accurate images of each product's colour and design, actual colours and designs may vary slightly due to different device screen settings, lighting conditions, and other factors. Rug Love will not accept responsibility for any colour or design differences that are not actual factory faults.

Customer Agreement

By purchasing from Rug Love, you agree to accept the small risk that there may be a slight variation between the actual colour and design of the product and its representation on our website. Any returns due to customer dissatisfaction with a colour (that is not a fault) will need to follow our usual returns policy, and a full refund will be provided. If you are trying to colour match to existing decor or require a very specific shade, we recommend visiting a rug store in person to avoid disappointment.

If you have a specific situation you'd like to address, please submit a support request in our chatbot with the relevant details.

Important Disclaimers

Accuracy of Product Images: The colour classification and images of our products are provided by manufacturers and are used universally by all retailers across the UK. Colour interpretation is subjective and may vary from person to person. Additionally, device screens can display colours differently due to varying settings and lighting conditions.
Nuance of Colour: Descriptions like 'White', 'Ivory', 'Cream', 'Beige', 'Teal', 'Duck Egg', 'Natural', and 'Rustic' can be subjective. Most rugs described as 'white' tend to lean towards cream or ivory; very few, if any, rugs on the market are pure white.
Guidance, Not Guarantee: Our product images are intended to guide and give a general idea. We do not guarantee an exact match to the real-life product in terms of colour or design. Rug Love is not responsible for slight variations unless they are due to manufacturing defects.

Before submitting a claim for a potential defect, please make sure you've thoroughly reviewed the product description as the issue you're noticing might be a normal characteristic of the rug. For instance, wool rugs will shed, and handmade rugs will have imperfections, which we mention in advance. Please note that if you decide you don't like your rug or it doesn't meet your needs, you have 14 days to return it without needing to provide a reason. Not liking a rug and its characteristics or it not meeting your expectations does not necessarily indicate a defect. We frequently include additional details about the rug's characteristics in the product description, along with photos that we take ourselves. Please review the product listing for this information. The images we use are supplied by the manufacturer and used by all UK retailers. All items are sent via signed-for service. If damaged in transit, reject the delivery or note the damage when signing to allow for a claim. Kindly measure your space to avoid returns and additional costs. Among the three main size options, one will typically be the most suitable choice, It's common for customers to find that 080x150 cm rugs are smaller than expected, while 200x290 cm rugs often appear larger than anticipated.

Wool Rugs and Shedding: What to Expect

We emphasise in our product descriptions that shaggy and wool rugs are prone to shedding. If shedding is likely to cause frustration, we recommend selecting a non-shedding rug not made from wool.

Wool Rugs, Sheepskins, and Shedding

Wool rugs, genuine sheepskins, and deep-pile shaggy rugs have a natural tendency to shed, meaning that fibres will come loose. This is not a flaw in the manufacturing process but a natural characteristic of these materials.

Key Information About Shedding:

Shedding is Expected: Every wool rug will shed. The amount of shedding will reduce over time with wear, but some rugs may continue to shed throughout their lifespan. On average, it takes between 20-25 vacuuming sessions to significantly reduce shedding.
Not a Fault: We cannot accept returns for wool or genuine sheepskin rugs based on shedding, as it's an expected behaviour. If you are concerned about shedding, you may prefer a machine-made rug crafted from synthetic materials.
Product Details: We emphasise in our product descriptions when a rug is woollen and prone to shedding. Please consider this before making a purchase.

Characteristics of Wool and Shaggy Rugs

Shaggy Rugs and Shedding: Plush shaggy rugs will shed fibres, which is completely normal and does not affect the durability of the rug. High-pile rugs (4 cm and above) are most prone to flattening, matting, and shedding. This includes collections such as Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby.
Sprouting/Pilling: High-pile rugs may experience sprouting or pilling, where some strands or threads appear longer than others. Simply trim any longer threads with sharp scissors—do not pull, as this may damage the rug.

Durability and New Rug Odour

Durability: Shedding does not compromise a rug’s durability, meaning it won’t wear out! For example, high-pile wool rugs, such as those from our Rocks collection, may shed more than typical low-pile wool rugs due to their density, but this does not affect their longevity.
New Rug Odour: The smell of a new rug is caused by volatile organic compounds (VOCs) used during production. This “off-gassing” is common and typical with rugs that have synthetic latex backings. The scent, often described as musty due to the animal fibre origin, will fade over time.

To clean your washable rug, always follow the care instructions on the rug label, as these may differ depending on the rug. General recommendations include: machine wash at 30°C, avoid using bleach, and line drying is preferred. If using a tumble dryer, select an air-only cycle without heat.

Line drying is strongly advised over spin drying. Hang the rug outside in a well-ventilated area to allow it to air dry.
If using a tumble dryer, select an air-only cycle without heat to avoid damaging the rug.
To remove excess water, you can roll the rug in a dry towel and press down to absorb the moisture.

Washable Rug Disclaimer

At Rug Love, we offer a selection of rugs that are marked as machine washable. However, please note that Rug Love cannot be held responsible for any damage that may occur as a result of washing your rug. While the rug may be suitable for machine washing, there are many factors outside our control, such as the washing method, machine type, heat, water temperature, heat temperature and detergent used. for example using a tumble drier with heat can damage the rug, this is why we advise to line dry. It is the customer’s responsibility to follow care instructions carefully and ensure their washing equipment is suitable. Please proceed with caution when washing your rug. Additionally, we have no way to ascertain how the rug has been treated during the drying process, for example, if heat is applied in a tumble dryer it can damage the rug. To avoid damaging the rug, line drying is advised

Getting a Rug to Lay Flat & Creases

When rugs are shipped, they are typically rolled and may develop creases or fold marks upon unrolling. This is especially common with larger rugs. The weight of a tightly rolled rug can lead to temporary indentations or creases, but these are not defects.

Tips to Help Your Rug Lay Flat:

Reverse Roll the Rug: Lay the rug flat in the opposite direction that it was rolled for a few hours.
Warmth and Pressure: Place your rug in a warm room or near a heat source to soften the backing, and use weights like furniture to help flatten the rug.
Time and Patience: Some creases will naturally fall out after a few days to weeks, depending on the rug's material and environment.
Vacuum Regularly: Vacuuming can help reduce fold marks and flatten out the rug more quickly.

Tassels & Larger Rugs:

Tassels: If your rug has tassels, they may be flattened or twisted upon arrival. These will straighten out naturally over time or can be gently straightened by hand.
Larger Rugs: Heavier and larger rugs (such as 160x230cm or bigger) may take longer to settle. You may need to use heavier furniture to hold them flat during the settling process.

These temporary marks are normal and should fade with time and regular use.

Return Process and Shipping Responsibility

Return Shipping Responsibility & Guidance

Customers bear the responsibility for return shipping fees, which is standard for most online rug retailers. Before placing an order, please familiarise yourself with the potential costs associated with returns, particularly for large and bulky items.

Return Cost Breakdown

Small Rugs & Runners (up to 120cm in length): Approx. £5.72
Small Rugs (up to 125cm in length): Approx. £10.62
Large Rugs (160cm up to 199cm in length): Approx. £22.80 via DHL (excluding very plush/thick types, which may cost more).
- Extra Large Rugs (200 x 290cm) and Super Plush/Thick Heavy Shaggy Rugs:Examples: Montana, Plush, Barnaby, Plush Moroccan Shaggy Rugs - Estimated cost: £38.68 - £44.72 via DHL.
Oversized Rugs (240cm+): Approx. £38.68 - £44.72 via DHL.

Please note that these rates may vary and are intended as guidance only. If your courier quotes a higher price, you may have entered incorrect dimensions. Remember to follow our recommendations for accurate return instructions to avoid unnecessary expenses.

Return Cost Transparency & Courier Surcharges

At Rug Love, we strive to be as transparent as possible regarding return costs—more so than many of our competitors—because we understand how important clarity is for our customers.

Return costs are clearly listed:

On every product page
In a link included in every email we send
Detailed in our Help Centre, chatbot, return portal, home page, and terms of service

We genuinely cannot think of anywhere else to make this information more prominent. Please review the return approval email you received, as it outlines all relevant details comprehensively. If you believe we’ve missed something, please let us know—we’re confident we have covered every scenario, including this one.

Possible Reasons for the Surcharge

While the courier costs we provide are typically accurate and up-to-date, they do not include any potential surcharges, which are a separate matter.

The two main reasons for courier surcharges are:

1. The customer has provided incorrect dimensions or weight for their item.

2. The customer has selected the wrong courier, failing to follow our return instructions, which specify that only DHL via Transglobal Express should be used for large rugs.

If the customer provides accurate details and uses the correct courier as advised, the quoted costs should generally remain as stated. If the courier indicates that the item is too large to quote, it is almost certainly due to incorrect dimensions or weight being entered, as even the largest rugs can be handled by couriers.

This surcharge is most likely due to:

The item being larger than the dimensions originally quoted to the courier.
The incorrect courier being used instead of the one we recommend.
Typo - Incorrect dimensions given to the courier due to a typing error.

Please double-check the dimensions you provided to the courier for any errors.

Of course these issues are beyond our control but we will assist where possible.

Return Approval Email Details

Below is the information we provide in your return approved email. Kindly read this email fully.

Recommended Couriers & Sites

For large rugs, we strongly advise ONLY using DHL via Transglobal Express. While we provide courier suggestions based on rug size, these are simply recommendations. You are free to use any site or courier, but Rug Love cannot be held responsible if a customer chooses a more costly service that differs from our recommendations without consulting us first.

Packaging & Rug Dimension Guidelines

Before scheduling your courier service, please carefully verify the dimensions of your packaged rug. The final dimensions depend on how the rug is rolled and wrapped, and we are not responsible for any discrepancies.

Important Packaging Tips:

Tape down the packaging at each end of the rug to ensure the size remains within the quoted dimensions.
Use the factory-sealed measurements below as a general guide, but always allow extra space if the rug is not wrapped as tightly as received.
The most common cause of courier surcharges is incorrect dimensions being provided.
Always add at least 5cm to the length of the rug when quoting dimensions. Example: If your rug is 240cm long, quote at least 245cm to the courier.
Ensure the rug weight is entered correctly in KG. Some customers accidentally leave the default courier weight set to 1KG, which can result in additional charges.

Example Rug Dimensions for Courier Quotes

Rug SizeLength (cm)Width (cm)Height (cm)Weight (KG)
060 x 230cm	70cm	20cm	20cm	7KG
080 x 150cm	90cm	20cm	20cm	7KG
120 x 170cm	120-125cm	20cm	20cm	9KG
160 x 230cm	170cm	23cm	23cm	15KG
200 x 290cm	205cm	23cm	23cm	20KG
240 x 340cm	245cm	25cm	25cm	25KG

Note: These dimensions are only a guide. Your final packaged rug size may vary depending on how it is wrapped.

Booking Your Return

To successfully book your return, ensure the dimensions you provide are accurate (length, width, height, and weight).

Incorrect or undeclared dimensions may result in surcharges, for which Rug Love cannot be held responsible. Please double check the dimensions you provide the courier match the size of the rug when you have wrapped it. Please use the correct courier, for example only DHL for large rugs 160x230cm and above. Please contact us if you are unsure of anything before booking.

Key Reminders:

Ensure the packaged length matches what was entered when booking the courier.
Tape down the packaging at each end to avoid exceeding the quoted dimensions.
If you are unsure about the weight or dimensions, please contact us before booking the courier.

Return Process

We have tried to make our return process as simple as possible, providing comprehensive guidelines. Many retailers simply provide the return address and leave the rest to you. We provide the most comprehensive details of any rug retailer, covering dimensions, weights, courier services, packaging, and booking procedures. If you need fresh packaging, you can request it from us, and we’ll dispatch it within 3-5 days via Royal Mail.

All returns must be arranged through our designated returns management platform. Returns cannot be accepted in person, and all returns must be sent via courier — no exceptions.

Once we receive your returned rug, we will conduct a thorough inspection. You will receive two email notifications:

Acknowledgement of receipt.
Confirmation of your refund.

Please allow 48 hours after receiving your rug for the inspection and refund process.

Packaging Tips: Fully cover the rug, securing both ends to ensure it is protected from dirt and damage during transit. Avoid using Sellotape directly on the rug as it can damage fibres. If packaging is insufficient, we will not process refunds.

If you're returning a rug with an anti-slip mat, roll the mat inside the rug for easier packaging. Avoid using flimsy materials, and always ensure your rug is packaged securely.

Important: Damaged or soiled rugs are not eligible for refunds. If a rug is damaged during transit, claims must be made with the courier service. Rug Love will provide photographic evidence to support such claims.

Rug Love cannot be held responsible if customers disregard our return instructions and opt for more costly alternative services without contacting us for clarification.

If our terms do not align with your preferences, we kindly request that you refrain from placing an order with us.

To initiate a return or report an issue, please use our Return Portal.

Return Costs

You can easily find a detailed breakdown of potential return costs by typing "return costs" or similar into our chatbot, which is available on every page of our website.

Return Shipping Responsibility & Guidance

Customers bear the responsibility for return shipping fees. This policy is consistent with all online rug retailers we are aware of, wherein the customer covers the return cost.
Before placing an order, it's crucial to emphasize the significance of familiarizing yourself with the potential costs associated with returns, especially for large and bulky items.
For any questions or if you feel something has been overlooked, please don't hesitate to contact us at hello@ruglove.co.uk. We promise to address all inquiries within 3 hours during business hours. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations and make no attempt to contact us regarding any uncertainties.

Return Cost Breakdown

Small Rugs & Runners (up to 120cm in length): Approx. £5.72
Small Rugs (up to 125cm in length): Approx. £10.62
Large Rugs (160cm up to 199cm in length): Approx. £22.80 via DHL (excluding very plush/thick types, which may cost more).
- Extra Large Rugs (200 x 290cm) and Super Plush/Thick Heavy Shaggy Rugs:Examples: Montana, Plush, Barnaby, Plush Moroccan Shaggy Rugs - Estimated cost: £38.68 - £44.72 via DHL.
Oversized Rugs (240cm+): Approx. £38.68 - £44.72 via DHL.
Plush/Barnaby/Montana Shaggy (Size 200 x 290cm only): These rugs are an exception due to their bulk. At approx. L210 x W41cm and over 40kg, the return cost is around £104.

🧵 Super Plush Shaggy Rug Exceptions

The super plush shaggy rugs below are much heavier than standard rugs.

The factory-sealed dimensions are shown below as a guide only — your packaged size will depend on how tightly the rug is rolled and this is what you should quote to the courier to avoid a surcharge.

Asiatic Plush & Montana Shaggy

70 x 140cm – Packaged: L080 x W22 x H22cm – 8kg
120 x 170cm – Packaged: L130 x W26 x H26cm – 15kg
140 x 200cm – Packaged: L150 x W28 x H28cm – 21kg
160 x 230cm – Packaged: L170 x W32 x H32cm – 27kg
200 x 300cm – Packaged: L210 x W41 x H41cm – 44kg

Barnaby Shaggy

120 x 170cm – Packaged: L130 x W26 x H26cm – 15kg
160 x 230cm – Packaged: L170 x W32 x H32cm – 27kg
200 x 290cm – Packaged: L210 x W41 x H41cm – 40kg

All rugs generally fit within the standard examples shown, the one exception is the Asiatic Plush Shaggy, Barnaby Shaggy, and Montana Shaggy In the 200x290cm size, these rugs measure around L210 x W41cm and weigh over 40kg, making the return cost approximately £104.

Please note, these rates can vary daily and are intended as guidance only. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations.
If you receive a significantly higher courier cost quote than the one mentioned above, it is probable that you've inputted incorrect dimensions for your rug or are not using the website we recommend for your rug size. Please refer to our guide below, and remember that you only need to provide three dimensions to the courier.
If you're considering ordering a large rug, specifically those sized 160 x 230cm and larger, it's important to note that you will need access to a printer to generate the courier label in case you need to make a return. Please keep this in mind before placing your order, especially if you don't have access to a printer.
If you're unfamiliar with booking courier services online and find it challenging, please take this into account and factor this into your decision-making prior to making a purchase in case of potential returns. If you don't currently have someone available to assist you or the person who helped you place the order. We suggest buying from a physical rug store to prevent such situations as we are exclusively an online retailer and can only facilitate returns through courier services.

Our Transparency Commitment

Before placing an order, it's crucial to emphasize the significance of familiarizing yourself with the potential costs associated with returns, especially for large and bulky items. While we cannot control courier costs, which are consistent with almost all online rug retailers, unlike others we prioritize being upfront and transparent about potential return expenses, especially for larger bulky items. Our aim is to prevent misunderstandings and avoid disputes related to shipping fees. If you anticipate issues with covering return costs, we kindly suggest purchasing from a brick-and-mortar retailer where you can return items in person. Though courier costs are beyond our control and align with industry standards, we believe in transparency regarding potential return costs. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations.
As a small family-run business, we typically offer more affordable prices compared to larger retailers. Our customers enjoy advantageous pricing since we are among the most competitively priced online rug sellers. Our competitive pricing is a key aspect of our online service, this means that by choosing Rug Love, you most likely saved on your purchase, which we hope compensates partially for any return expenses. When you compare our prices to those of Rugs Direct, the market leader, you'll typically find that we offer more competitive prices, and we pass these savings directly on to you, our valued customers. It's important to note that even with higher-priced competitors, the return costs would remain the same and are beyond our control. We pride ourselves on providing a wider range of options than you might find on the high street, and we always include free delivery in our prices. Unfortunately, we are unable to extend this to include free returns. We emphasize potential return costs in every possible place on our site and in all our email communication with you, ensuring transparency. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations.

Return Process

Customers must manage and arrange their own item returns.
We refrain from arranging courier services on behalf of customers due to past experiences. When we take on the responsibility as the organizer, we've observed a tendency for customers to neglect proper packaging and sealing of items for transit for which we become liable as the organizer. This lack of care can result in additional courier fees or damage to the shipped items. Consequently, we now require customers to personally arrange their returns and assume responsibility until the items are safely returned to us.
The item remains your responsibility until we receive it. Therefore, always obtain proof of postage, we advise using a tracked and insured service for your peace of mind.
Before handing over your package to the courier, photograph the wrapped item. This serves as evidence in case of disputes or if your return is damaged during transit.
Address courier-related disputes directly with the service provider, not with Rug Love.
If you're unfamiliar with booking courier services online and find it challenging, please take this into account and factor this into your decision-making prior to making a purchase in case of potential returns. If you don't currently have someone available to assist you or the person who helped you place the order. We suggest buying from a physical rug store to prevent such situations as we are exclusively an online retailer and can only facilitate returns through courier services.
If you're considering ordering a large rug, specifically those sized 160 x 230cm and larger, it's important to note that you will need access to a printer to generate the courier label in case you need to make a return. Please keep this in mind before placing your order, especially if you don't have access to a printer.

Recommended Couriers

While we offer a few courier suggestions based on rug size, please note these are mere recommendations and not endorsements.
Small Rugs and Runners (up to 120cm): Use Parcel2Go with Courier Evri or DX.
Large Rugs (160cm and above): TransGlobal Express is suitable, with DHL often being the most economical choice.

Exchanges

If you need to exchange an item due to a sizing issue or if you would like a different rug, please use our automated returns portal at https://www.ruglove.co.uk/a/returns. Select the exchange option, then choose the correct size you wish to replace it with, or specify the new rug you would like in the text box.
We will only send the replacement after we have received the original item back. This policy is in place because we've experienced issues with items not being returned by customers. If you'd prefer not to wait for the replacement rug through our exchange process, we recommend re-ordering the correct-sized rug or new product and then requesting a refund for the original one.
Once we receive the rug you wish to exchange, we will process and send you a new order. We will adjust the price accordingly and either refund the difference or issue a new invoice for any additional amount owed.

Manufacturer Collections

In the unlikely event you receive a faulty item, manufacturer-arranged collections are all-day appointments without specific time slots. No weekend collections are offered. Specify your preferred collection date when arranging. For exchanges, note that collection of larger rugs (160 x 230cm and above) necessitates a printed label. If you need to exchange an item due to a sizing issue, we will send the replacement only after we have received the original item. This policy is in place because we've experienced issues with items not being returned by customers. Note that couriers aren't equipped to collect the original item during the new one's delivery. All of our couriers are unable to make advance phone calls before collecting an item. If our exchange process is unsuitable, consider purchasing from a brick-and-mortar store. Please note that all our manufacturers and suppliers operate from Monday to Friday, between 9:00 AM and 5:00 PM, and remain closed on weekends. Exchanges: Note that couriers aren't equipped to collect the original item during the new one's delivery. All defective product claims will be addressed by having the manufacturer collect the rug for detailed inspection. This process can take up to 5 working days for us to receive their verdict then arrange logistics.
Kindly note that any collections coordinated by the manufacturer for defective items are set for the whole day; specific timing cannot be guaranteed, and weekend collections aren't available. While we strive to deliver perfection, mishaps can occur. As an exclusive online retailer, Rug Love addresses such concerns through courier services, necessitating someone's presence at home during the collection day. If this poses a challenge, we recommend choosing a retailer with a physical storefront for easier returns. Please factor this into your decision-making prior to making a purchase.

Proper Rug Packaging Guide

Ensure that the rug is entirely covered, sealing both ends firmly using robust packaging tape or cable ties. Avoid masking tape or standard sellotape.
The rug should be free from external elements like dirt, moisture, and odors and must be returned in a pristine, resaleable state.
Rely on strong packaging materials. Avoid using flimsy bags or paper, as they can tear during transit. Rugs received in compromised conditions due to inadequate packaging will not qualify for refunds.
Should you need extra packaging material, please contact us.
Important: Damaged or soiled rugs aren't eligible for refunds. In such instances, claims should be raised with the respective courier. We will provide photographic evidence of the rug's condition upon its arrival to support your claim.

Responsibility

Keep proof of postage until the return is confirmed. Before handing your rug to the courier, photograph it as packaged. This helps if you must address any issues with the courier. We also photograph all returns for our records. Disputes involving couriers should be resolved directly with them. We advise using a tracked and insured service for your peace of mind.
Remember, always double-check return policies and guidelines before purchasing.

Booking Your Return

IMPORTANT: If you're uncertain about the dimensions or weight for your return package, please reach out to us before scheduling your courier. If you inaccurately report the package size or weight, the courier may charge additional fees, for which Rug Love will not be accountable. When packaging your return, ensure that the rug and its packaging don't exceed the reported size. For instance, if you've specified a parcel length of 160cm, the packaged rug should not surpass this length. To account for packaging, we recommend adding 5cm to your rug's length when booking with the courier.
To facilitate your return booking, ensure you provide accurate dimensions (Length, Width, Height) of your packaged rug. Should you be uncertain about the weight or dimensions, please consult with us before finalizing your courier booking. Undeclared or incorrect dimensions might attract surcharges, for which Rug Love cannot be held responsible. Ensure that the packaged item's length aligns with the length mentioned while booking the courier. The examples above are general, each rug will vary, Undeclared or incorrect dimensions might attract surcharges, for which Rug Love cannot be held responsible.
When scheduling your courier, please use the rug's rolled dimensions. Below are some general examples to guide you. Keep in mind these are general estimations; individual rugs may vary in size and weight. Add around 5 cm to the length when booking a courier to account for packaging. These suggestions are based on typical measurements, but each rug may vary. Ensure you measure accurately before booking.

Rug Size	Length	Width	Height	Weight (KG)
060 x 230cm	70cm	20cm	20cm	7KG
080 x 150cm	90cm	20cm	20cm	7KG
120 x 170cm	120 to125cm	20cm	20cm	9KG
160 x 230cm	165cm	20cm	20cm	14KG
200 x 290cm	205cm	23cm	23cm	19KG
240 x 340cm	245cm	25cm	25cm	25KG

Note: For returns of large rugs, typically sizes 200 x 290cm and above, it's imperative to measure accurately. The example above serves as a general guideline, but each rug's dimensions may vary. Please ensure precise measurement to avoid surcharges. When booking, factor in an additional 5 cm to the length for packaging. If you have any questions or need assistance, please reach out before finalizing your courier arrangement. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations.

WHEN CAN I EXPECT MY REFUND?

Upon receiving your return, we'll conduct an inspection and then send you an email confirmation. You'll first receive an email acknowledging the receipt of your rug, followed by another indicating the status of your refund. Please give us up to 48 hours after the rug's arrival to inspect and finalize your return before inquiring about the refund status.
The refunded amount will be credited to your initial payment method. Depending on your bank's processing time, the refund may take 3-5 working days to reflect in your account. Understandably, the exact duration, like all retailers, is beyond our control and varies by bank. Rest assured, once you get our refund confirmation email, the refund has been initiated on our end. If you made your payment through Klarna/Clearpay, please verify your account with them to check the refund status.

SELECTING THE RIGHT SIZE

Ensuring the appropriate rug size for your space is crucial. We cannot stress highly enough the importance of taking the time to measure your intended area before finalizing your order. If you realize you've chosen the wrong size, contact us immediately; we'll do our best to halt the order before dispatch. If the order has already been shipped, simply refer to our return guidelines.

Taking a couple of minutes now to measure can save you both time and the potential cost of returning an unsuitable item. Given the notable size difference among the three primary rug sizes, one will likely be more fitting for your needs. When considering particularly small rugs, like the 080 x 150cm, be mindful that they might appear smaller than anticipated. If you find you need to exchange for size reasons, a useful method is to lay newspaper on the floor, adjusting it to your desired dimensions, then measuring that space. This will give you a better visual and help you choose the closest size available.

The three most popular sizes are 120 x 170cm, 160 x 230 cm, and 200 x 290 cm. Given the significant variance between these, one will probably be the most apt fit for your space. While we strive for precision in our measurements, please understand that slight variations can occur. These discrepancies, which can be up to 4%, stem from manufacturing nuances and the process of rolling up the rugs—a norm in the industry. Hand-made rugs, in particular, may have unique dimensions as each piece is crafted individually.

If you'd rather not wait for the replacement rug through our exchange process, we recommend re-ordering the correct-sized rug and then requesting a refund for the original one.

RUG FOLDS AND CREASES

When you first unfurl your rug, you might observe lines or fold marks across its breadth. This is a result of the rug's packaging and storage methods, where the weight of a tightly rolled rug can lead to these temporary indentations. Certain rugs might have a single mark near an edge, while others, especially our more cost-effective polypropylene rugs, might display multiple lines. Fear not, as these markings are temporary and will diminish over time with regular usage and vacuuming. In cooler storage environments, the rug's backing might stiffen, leading to these temporary markings. However, after a few days in a warmer setting, the rug's backing becomes more pliable, causing the marks to vanish.

FLATTENING YOUR NEW RUG

When we store our rugs, they're rolled up and protected with plastic wrap to maintain their pristine condition. Given the weight when these rugs are stacked, they might appear slightly flattened upon unrolling. A good analogy is comparing it to a newly purchased shirt or set of curtains: they have creases when fresh out of the packaging. While clothes can be ironed to smoothness quickly, rugs require a bit more patience.

For instance, the tassels on our Boho rugs might take a while to settle. The issue is more noticeable with larger rugs since their weight is greater when stacked. This isn't a defect but a temporary phase until the rug adjusts to its new environment. Rugs with rigid backings, in particular, need time to acclimate to a warm setting and fully unroll.

To expedite this settling process, try rolling your rug the opposite way it came packaged (with the pile facing out). Roll it as tightly as possible and let it rest in a warm spot, perhaps near a heater, for several days. Over time, your rug will naturally lay flatter. Depending on the rug type, this can vary from a few days to several weeks.

WHERE SHOULD I SEND MY RETURNS?

Return Address: All return items should be directed to: Rug Love Returns, CW Flooring (Carpet Wizard), 436 Ormskirk Road, Wigan, WN5 9DF. Rug Love is not liable for any items returned to the incorrect address.

While booking the return courier online, if prompted for a contact name, number and email address, please provide your personal phone number and email address for both the sender and receiver details.

Returns From Outside The UK
We do not accept orders from any areas outside of mainland UK or the Scottish Highlands. If we agree to and arrange the delivery of an item to locations outside our service area, such as the Channel Islands, Isle of Man, Isle of Wight, Jersey, Guernsey, Ireland, or the Republic of Ireland, please note the following:

Any returns will be at the buyer's risk, regardless of the reason.
The cost of returns will also be the buyer’s responsibility, as the location falls outside our standard service area.
Any customs and duty fees incurred will be the customer’s responsibility.

This policy partially applies to customers who choose to use a freight forwarding service to have a rug delivered to a location that we do not cover. Please bear this in mind before placing an order from these or any other locations we specify as outside our service coverage.

Eliminating New Rug Odor

When you find the ideal rug and unfurl it, a strong aroma might hit you. This isn't typical for all rugs but isn't rare either. This scent, commonly linked to the rug's material, is termed "off-gassing" and isn't due to production flaws. Most often, it diminishes within five days.

Note: Always adhere to your rug manufacturer’s cleaning guidelines.

Understanding New Rug Smell

Why do rugs emit an odor?

The scent arises from the volatile organic compounds (VOCs) used during rug manufacture. Although the term sounds alarming, VOCs are common in household items, from paints to floorings. Rugs generally have fewer VOCs than other furnishings. These compounds result in the characteristic smell, especially in synthetic rugs. However, even natural rugs like seagrass can emit a strong initial scent. While not harmful, some might find the odor irritating or allergenic.

What contributes to the smell?

Manufacturing techniques.
Material type.
Packaging methods.
Protective treatments, like flame-retardants.

How can I neutralize my rug's smell?

Most rugs will lose their scent over time, especially if kept in a ventilated area for about 72 hours. Speed up the process by:

Increasing room temperature.
Airing out the room.
Vacuuming the rug frequently during the initial days.

Addressing Specific Rug Types

Synthetic Rugs:

Odor Source: VOCs are more pronounced in synthetic materials like polypropylene. Synthetic latex backing is especially VOC-rich.
Mitigation: Use HEPA filter-equipped vacuums, air out the rug outdoors, or use cross-ventilation indoors.

Natural Rugs:

Odor Source: Woolen rugs can have a musty scent due to their animal origin. Other natural rugs might have a straw-like aroma.
Mitigation: Use carpet deodorizers, consider machine washing or dry-cleaning (for sheepskin), or use rug pads to tackle humidity-induced mustiness.

Duration of Off-Gassing

While off-gassing might persist for up to five days, it usually subsides within two days post-installation. Proper ventilation can expedite the process. Some remedies include airing the rug outside, letting it hang in sunlight, or using natural deodorizers like baking soda.

Remember, the odor's nature often reflects the rug's material, so always approach odor removal with a method appropriate to your rug type.

Rug Love Offer The Original "Price Match Promise" In The Rug Industry! You won’t get it cheaper. Full stop.

There's no need to reach out to us. Our price matching is automated. Simply enter your details.

We commit to matching the price of any product against any other online or brick-and-mortar rug store, even including discount codes.

We're proud of our competitive pricing, standing out as one of the best-value online rug retailers. If you find a better price elsewhere, we stand unique and are the only rug store that offers an automated price match feature. Just submit your request on any product page.

Before Making Your Purchase: Price Match Request Process

Use the feature on our product pages
Inform our dedicated team of the product and its price you want matched, and leave the rest to us.
Bonus! Even after your purchase, you can request a price match for up to 14 days.

Already Purchased with Us? Here's Your Post-Purchase Price Match Guide:

If you notice the identical product priced lower elsewhere within 14 days of buying from us, we commit to reimbursing the difference.

For online shopping, just forward the link to hello@ruglove.co.uk and include your order number. We'll process the price difference refund promptly.

Terms and Conditions of Our Price Guarantee:

We will match any price from other UK-based rug retailers, even those applying discount codes.
The product must be available under the same terms, with the price and stock status verifiable.
The competitor's product should share our model number and be brand new.
Both our company and the competitor must have the product available to order. For example, it should not be discontinued. Additionally, you must be able to actually place an order with the competitor at the price you are requesting us to match
We do not match prices from competitors' trades, memberships only, or 3rd party marketplace sellers such as Amazon and eBay, Etsy, (membership only Costco, and Wayfair. Please note we do not offer pricing matching against "the rug retailer" who is no longer trading, We advise not ordering from this retailer.
Our Price Match Promise is at our sole discretion. If matching a price leads to a loss on our end, we retain the right to refuse the price match.
Discount codes are not valid during site-wide sales like Black Friday, as reductions are already applied.

OVERVIEW

This website is operated by Rug Love. Throughout the site, the terms “we”, “us” and “our” refer to Rug Love. Rug Love offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

SECTION 1 - ONLINE STORE TERMS

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site. You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws). You must not transmit any worms or viruses or any code of a destructive nature. A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 - GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time. You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks. You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us. The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 - ACCURACY, COMPLETENESS, AND TIMELINESS OF INFORMATION

We are not responsible if information made available on this site is not accurate, complete, or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete, or more timely sources of information. Any reliance on the material on this site is at your own risk. This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES

Prices for our products are subject to change without notice. We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time. We shall not be liable to you or to any third party for any modification, price change, suspension, or discontinuance of the Service.

SECTION 5 - PRODUCTS OR SERVICES (if applicable)

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy. We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate. We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region, or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited. We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers, or distributors.

You agree to provide current, complete, and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

SECTION 7 - OPTIONAL TOOLS

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input. You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations, or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools. Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s). We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

SECTION 8 - THIRD-PARTY LINKS

Certain content, products, and services available via our Service may include materials from third parties. Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third parties. We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third party.

SECTION 9 - USER COMMENTS, FEEDBACK, AND OTHER SUBMISSIONS

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments. We may, but have no obligation to, monitor, edit, or remove content that we determine in our sole discretion is unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene, or otherwise objectionable or violates any party’s intellectual property or these Terms of Service. You agree that your comments will not violate any right of any third party, including copyright, trademark, privacy, personality, or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive, or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third party.

SECTION 10 - PERSONAL INFORMATION

Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.

SECTION 11 - ERRORS, INACCURACIES, AND OMISSIONS

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times, and availability. We reserve the right to correct any errors, inaccuracies, or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order). We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 12 - PROHIBITED USES

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure, or error-free. We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable. You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you. You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement. In no case shall Rug Love, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers, or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation, lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 14 - INDEMNIFICATION

You agree to indemnify, defend, and hold harmless Rug Love and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns, and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third party.

SECTION 15 - SEVERABILITY

In the event that any provision of these Terms of Service is determined to be unlawful, void, or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 - TERMINATION

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes. These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site. If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 17 - ENTIRE AGREEMENT

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision. These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitute the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications, and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service). Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 18 - GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the United Kingdom.

SECTION 19 - CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time on this page. We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 20 - CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at hello@ruglove.co.uk.

Mobile Terms of Service Last updated: Sept. 21, 2022

The Rug Love mobile message service (the "Service") is operated by Rug Love (“Rug Love”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

By consenting to Rug Love’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Rug Love through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Rug Love. Your participation in this program is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of the Service at any time. Text the single keyword command STOP to RugLove or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device unless initiated by you. If you have subscribed to other Rug Love mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

For Service support or assistance, text HELP to RugLove or email hello@ruglove.co.uk.

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.

Security Policy

Payment Security

Ensuring a secure shopping experience for our customers is of utmost importance to us. We prioritize the protection of your information by employing the latest technology for safe online transactions. Our use of the renowned payment gateway, Stripe, ensures your payment details are encrypted, safeguarding them from unauthorized access.

Customer Data Protection

Your personal data's security is paramount. We adhere to strict data protection protocols, ensuring all information you share with us is stored securely and used solely for the purpose of processing your order and enhancing your shopping experience.

Encryption Technology

We employ advanced encryption technology to protect your data during transmission. This guarantees that any sensitive information you provide, such as payment details, is securely encrypted and protected from potential threats.

Privacy Policy

Introduction

Rug Love values your privacy and is dedicated to safeguarding your personal information. This Privacy Policy outlines how we gather, use, and protect your data. By visiting our website or using our services, you agree to the practices outlined in this policy.

Data Collection

We collect information to enhance your shopping experience. This includes details you provide when registering on our site, placing an order, or subscribing to our newsletter. The data may consist of your name, email address, shipping address, and payment details.

Usage of Collected Data

The information we collect is used to process your orders, communicate with you, and improve our services. Occasionally, we may use your data to send you promotional materials and updates about new products or services. You have the option to opt out of these communications at any time.

Data Security

We take robust measures to ensure the security of your data. Advanced security protocols are in place to prevent unauthorized access, disclosure, or alteration of your personal information.

Third-Party Services

We may share your information with third-party service providers who assist us in operating our website and conducting our business. These parties are obligated to keep your information confidential and use it solely for the purposes we specify.

Your Rights

You have the right to access, correct, or delete your personal information. If you wish to exercise any of these rights or have any questions about our Privacy Policy, please contact us at hello@ruglove.co.uk.

Klarna Privacy Policy

Introduction

At Rug Love, we collaborate with Klarna to offer flexible payment options. Ensuring the privacy and security of your data is a priority. This Klarna Privacy Policy explains how we collect, use, and share your information when you choose Klarna as your payment method.

Data Collection and Usage

When you select Klarna, we may collect and share certain personal information with Klarna to facilitate your transaction. This information includes your contact details and payment information. Klarna uses this data to process your payment, manage your orders, and prevent fraud.

Your Rights

You have the right to access, correct, or delete your personal information shared with Klarna. For any queries or concerns regarding your data privacy with Klarna, please refer to Klarna’s Privacy Policy on their official website.

Contact Information

If you have any questions about our privacy practices or your rights under this policy, please reach out to us at hello@ruglove.co.uk.

Liability Disclaimer

Introduction

At Rug Love, we aim to provide accurate information regarding our products and services. However, errors or inaccuracies may occur. This Liability Disclaimer outlines our limitations of liability and ensures transparency in our operations.

Accuracy of Information

While we strive for accuracy, Rug Love does not guarantee that all information on our website is complete or error-free. We reserve the right to correct any inaccuracies and update information without prior notice.

Product Descriptions

Product descriptions, images, and other content on our website are provided for informational purposes only. Rug Love does not warrant that the product descriptions or other content on the site are accurate, complete, reliable, or current.

Liability Limitation

Rug Love will not be liable for any damages arising from the use or inability to use our website or products. This includes, but is not limited to, direct, indirect, incidental, punitive, and consequential damages. In jurisdictions where the exclusion of liability for certain damages is not allowed, our liability is limited to the maximum extent permitted by law.

Governing Law

This disclaimer is governed by and construed in accordance with the laws of the jurisdiction in which Rug Love operates. By using our website, you agree to the terms outlined in this Liability Disclaimer.

Updates to This Disclaimer

Rug Love reserves the right to update or modify this Liability Disclaimer at any time. Changes will be posted on this page, and your continued use of the website constitutes your acceptance of the updated terms.

Disclaimer for Online Colors & Imagery

Introduction

At Rug Love, we strive to present accurate and vibrant images of our rugs online. However, due to various factors, there may be slight variations in colors and patterns. This disclaimer aims to provide clarity on these potential discrepancies.

Color Representation

We endeavor to showcase our products as accurately as possible, but screen settings and lighting conditions can affect color perception. Variations in dye lots and the inherent nature of hand-made rugs may also result in minor differences in color.

Pattern and Design

Each rug, especially hand-made ones, may exhibit unique characteristics, making every piece distinct. While we aim to provide a true representation, slight deviations in pattern and design may occur.

Acceptance of Variations

By purchasing from Rug Love, you acknowledge and accept the possibility of slight variations in color and design. We recommend viewing the rugs in different lighting conditions to get a comprehensive understanding of their appearance.

Returns Based on Color and Design

If a product’s color or design does not meet your expectations, it can be returned following our standard return policy. However, Rug Love is not responsible for return shipping costs in such cases. Ensure you review our return policy for detailed guidelines.

Thank you for shopping with Rug Love! If you have any questions or need further assistance, please do not hesitate to contact us at hello@ruglove.co.uk.

Terms of service

Terms of Use for Rug Love

Key Information

Shipping & Delivery Information

Pre-Orders

Due Dates Apply Universally

Returns Policy

Handling Damaged Deliveries

Wool Rugs and Shedding: What to Expect

Pile Flattening/Durability/Warranty/Wear

Pile Shading

Product Return Policy for Defects

Your Rights Under the Sales of Goods Act

Manufacturer Collection Process

Hand-Made/Jute/Sisal Rugs Disclaimer: AN IMPORTANT NOTE

Colour and Design Disclaimer

Transparency and Clarity

Colour and Batch Consistency

Customer Agreement

Important Disclaimers

Wool Rugs and Shedding: What to Expect

Wool Rugs, Sheepskins, and Shedding

Characteristics of Wool and Shaggy Rugs

Durability and New Rug Odour

Getting a Rug to Lay Flat & Creases

Tips to Help Your Rug Lay Flat:

Tassels & Larger Rugs:

Return Process and Shipping Responsibility

Return Shipping Responsibility & Guidance

Return Cost Breakdown

Return Cost Transparency & Courier Surcharges

Possible Reasons for the Surcharge

Return Approval Email Details

Recommended Couriers & Sites

Packaging & Rug Dimension Guidelines

Example Rug Dimensions for Courier Quotes

Booking Your Return

Return Process

Return Costs

Return Cost Breakdown

🧵 Super Plush Shaggy Rug Exceptions

Asiatic Plush & Montana Shaggy

Barnaby Shaggy

Returns From Outside The UK

Security Policy

Privacy Policy

Klarna Privacy Policy

Liability Disclaimer

Disclaimer for Online Colors & Imagery

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