Albany Grid Modern Geometric Hand-Woven Wool Cream/Black Rug

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Always Free Delivery – No Minimum Spend. Transparent pricing: what you see is what you pay, no surprises at checkout.

Dispatch Time: In-stock orders are dispatched within 1-2 business days (Mon-Fri), excluding public holidays. To clarify, our quoted time frame of 1-2 days refers to dispatch, not delivery. Our couriers do not operate on weekends. If your order hasn't been shipped within the specified timeframe, we suggest first verifying whether it's a pre-order that you may have overlooked.

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.

Shipping Locations: We ship exclusively to mainland UK and the Scottish Highlands. We do not deliver to any part of Ireland or Northern Ireland, the Scottish Islands, 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.

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

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 8am and 6pm. If your item is not delivered on the designated day, it will be scheduled for delivery on the following business day. We are unable to provide financial compensation for any delays that occur with the courier service. We extend our apologies for any inconvenience that may result from such delays.

Signature: Please make sure that there is someone available to provide a signature upon the delivery of your package, as a signature is required for all items. Please keep this in mind, especially if there is typically no one at home during the daytime. If there is no one available, the courier will take one of the following actions: They will make another delivery attempt on the next business day, leave the package with a neighbour, or leave a notice with additional instructions. Please be aware that we do not have control over which option the driver chooses. Additionally, please note that weekends are not considered business days. 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. If you receive a damaged rug or notice any damage to the packaging during delivery, it is recommended to reject the delivery, inform the courier, and refuse the item, marking it as return to sender. This approach allows us to send you a new rug or issue a refund. If you choose to accept a damaged item, immediately note any damage to the courier and specify the noted damage when signing for the item to ensure there is a written record. It is important to note that signing without specifying any issues means acknowledging the item was received in good condition, forfeiting the right to request a refund or compensation. Our rugs should arrive fully sealed to prevent soiling, and any deviations are typically due to courier mishandling. Informing the driver about the damage ensures a written record, making it easier to file a claim. We generally do not offer discounts for damaged items; instead, we prefer the damaged item to be rejected so we can send a replacement. However, if you prefer to keep the damaged item and receive a discount, it is crucial to report the damage to the courier, enabling us to file a claim and pass any compensation received to you. Please submit any damaged claims via our returns portall. Following these guidelines helps us address issues swiftly and efficiently and provides recourse with the courier. Typically, couriers allow a window of 7 to 14 days for you to report any delivery damage. Beyond this timeframe, claims for compensation will not be considered.

Pre Orders: For those who choose to pre-order, we kindly ask you to monitor the expected delivery date on our site before and after your purchase; these are updated hourly. If you decide you'd rather not wait or if an unexpected delay occurs, you have the flexibility to cancel your order yourself through your order confirmation page. This will trigger an instant, full refund. As the very first rug store to provide live pre-order due dates, we provide you with real-time information on the expected dates of pre-ordered items. It's worth noting that all UK rug stores receive stock from the same suppliers. This means no other retailer will get a pre-ordered rug faster than we do. However, these estimated arrival dates can sometimes change due to factors outside our control. Remember, the date we provide is when we anticipate the rug arriving back in stock, not the day it'll arrive at your doorstep. We consistently provide the most current date available to us. Occasionally, this date might even be in the past, indicating the latest information in our possession.

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

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

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

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

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

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 in person are not possible

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

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

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. 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. If your order hasn't been shipped within the specified timeframe, we suggest first verifying whether it's a pre-order that you may have overlooked. 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.

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.

However, these estimated arrival dates can sometimes change due to factors outside our control. For the most recent updates, we invite you to check our website. We refresh the data every hour based on the latest from our suppliers. Once your rug is back in stock, we'll send it your way immediately. Remember, the date we provide is when we anticipate the rug arriving back in stock, not the day it'll arrive at your doorstep.

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. We consistently provide the most current date available to us. Occasionally, this date might even be in the past, indicating the latest information in our possession

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.

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

Simple Automated Returns: - Vist the link below.

14 Days To Decide. Visit Our Simple Automated Return Portal Here To Return Or Exchange Your Rug

No need to go through the hassle of contacting us :) 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. 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. 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% fool proof, we have striven to provide as much information as possible.

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

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 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.

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. We cannot accept them in person. All returns must be sent through a courier; there are no exceptions to this policy. Upon receiving your returned rug, our team will thoroughly inspect it. You will receive two separate email notifications: an acknowledgment of the receipt of your rug and confirmation regarding your refund. Please allow up to 48 hours post-receipt for processing and updates before inquiring about your refund status. After inspection, a refund will be initiated to the original payment method, and you'll be notified via email. Refunds may take 3 to 5 business days to appear in your account, depending on your bank's processing time, which varies by bank and cannot be expedited by us. Our refund email confirms the successful completion of your refund. For payments made via Klarna, ClearPay, or Laybuy, check your account with them for refund status. 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.

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. 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. 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.

For returns, exchanges, or if you've received a faulty/incorrect item, simply fill out the details below. Change of Mind: Should you change your mind; you can return all items within 14 days for a hassle-free full refund – No reason required. 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.

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.

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 in person are not possible.

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 hand made 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 fiber 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 fiber rug unique. In essence, all-natural grass fiber 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. 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. Our Wool and Shaggy Rug Shedding disclaimer can be found in our help center, every product page, every email we send you (including the order confirmation email), the return portal, the chatbot, and the homepage footer. We always emphasize in our product descriptions for shaggy and wool rugs that are prone to shedding. We encourage customers to take this into account before making a purchase, If these characteristics are likely to cause you frustration we advise purchasing a different type of rug that is non-shedding. Our Hand-Made/Jute/Sisal Rugs Disclaimer can be found in our help center, every product page, every email we send you (including order confirmation email), the return portal, the chatbot, and the homepage footer. We always emphasize in our product descriptions rugs that are hand-made and will have imperfections. We encourage customers to take this into account before making a purchase, If these characteristics are likely to cause you frustration we advise purchasing a machine-made product. 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 colour, 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

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. Here's what you need to know about shedding: 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.

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. 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. 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

PRODUCT COLOR & DESIGN DISCLAIMER

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. Please be aware that our rug visualizer is intended for reference purposes only. While we strive for accuracy, we cannot guarantee that the colour 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

Accuracy of Product Images: The images of our products, provided by manufacturers, are universally used by rug stores across the UK. There's a level of subjectivity in colour interpretation, and device screens can portray colours differently due to varying settings and lighting conditions. 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. Informed Decisions: We surpass most rug stores in the detailed specifications we provide— from pile height to material composition. Our augmented reality Rug visualizer, the 1st in the industry, allows you to visualize our products in your space, aiding your selection process. The 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. If you are aiming for an exact shade or trying to match existing décor, we recommend seeing the rug in person. In-Person vs. Online: While we've made every effort to represent our products authentically, there's a different experience to seeing a product firsthand. If you have very specific requirements, visiting a rug store in person might be the best approach. User-Generated Content: To offer a real-life perspective, Within the industry, we were the first to incorporate the inclusion of in-situ content from Instagram and our influencers, providing you with a genuine glimpse of the product we have incorporated in-situ user-generated content for many of our products. This provides a more tangible feel for what to expect. Returns Policy: Should you wish to return a product due to colour discrepancies (barring manufacturing faults), please refer to our standard returns policy. A full refund will be provided as per the policy guidelines. If you find any aspect of our disclaimer unsatisfactory, we kindly suggest opting for in-store purchases. It's our priority to set clear expectations to ensure a satisfying shopping experience. Always remember to review our colour and design disclaimer prior to making a purchase.

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. Estimated Return Costs:

Small Rugs & Runners up to 120cm in length: Approximately £6

Small Rugs up to 125cm in length: Approximately £9-12

Large Rugs from length 160cm up to 199cm in length: Approximately £18-£28, contingent on rug thickness and weight. (For comparison, Wayfair charges between £20-£50 for large rugs.) Most large rugs, ranging from 160cm up to 199cm in length, can generally be sent back via DHL at an estimated cost of £18, except for very plush/thick types of rugs which can take it to £28.

Extra Large Rugs size 200 x 290cm and Super Plush/Thick Heavy Shaggy Rugs (like Montana, Plush, Barnaby & Plush Moroccan Shaggy Rugs) + Oversized Rugs size 240cm and above: Circa £28-£48 via DHL.

Please note that 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. Our Transparency Commitment: 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.

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.

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.

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.

COLLECTIONS & EXCHANGES

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 for generating the courier label in case you need to make a return or exchange. Please keep this in mind before placing your order, especially if you don't have access to a printer.

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. 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.

PRODUCT RETURN POLICY FOR DEFECTS

Before submitting a faulty claim, please take a moment to review the disclaimers in your order confirmation email. This includes notes on hand-made/jute sisal characteristics, variations in colour/image/design, and information about wool/shaggy rug shedding. 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. Typically, we anticipate our products to have a lifespan of at least 6 months. However, this isn't a promise of replacement or reimbursement. Post 30 days from the purchase, your entitlement is to a repair or replacement, and after 6 months, replacements or refunds are only possible if it's proven that the rug was defective at the time of purchase. 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. 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. 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. Under the Sales of Goods Act, if an issue arises within 30 days of purchase, you are legally entitled to a refund. Beyond this initial period, you maintain the right to request a replacement or repair, but a refund is not obligatory. After the passage of 6 months, we are not legally obligated to provide a replacement, repair or refund unless the customer can substantiate that the item was faulty upon arrival. We operate under the assumption that the item was received and signed for in good condition unless informed otherwise. Understandably we cannot determine how the rug has been treated or whether the care guidelines were adhered to. 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.

Damaged In Transit

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

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.

SELECTING THE RIGHT SIZE

Ensuring the appropriate rug size for your space is crucial. We cannot stress highly enough the importance 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.

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.

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

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

Rug Love proudly introduces 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 above.

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.

Discount codes are not valid during site-wide sales like Black Friday, as reductions are already applied.

We promise to match the price of any product against that of any other online or physical rug retailer, including matching discount codes.

Before You Buy: How to Request a Price Match

Submit on any product page or simply email the link of the competing product to hello@ruglove.co.uk.

Let our dedicated team know the product and the price you'd like us to match, and we'll handle the rest.

Good news! We also offer price matches up to 14 days after your purchase.

Already Made a Purchase? Here’s How to Get a Price Match If you spot the same item at a lower price elsewhere within 14 days of your purchase from us, we'll refund you the difference.

For online purchases, simply email the link to hello@ruglove.co.uk with your order number, and we'll process the refund of the difference.

Price Promise Terms and Conditions:

We will match any price from other UK rug retailers, including those with offer-code discounts.

The product's price must be offered under identical terms, and we should be able to verify the price and stock status.

The competing product must have the same model number as ours and be in new condition.

Both our company and the competitor must have the product in stock and available for delivery, not on pre-order

We do not match prices from competitors' trades, memberships only, or 3rd party marketplace sellers such as Amazon and eBay, Etsy, Costco (membership only), 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 entirely at our discretion. If we determine that matching a price would result in a loss, we reserve the right to decline the price match.

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

In 2021 Rug Love Unveiled The UK's 1st "Augmented Reality" Rug Visualizer, With our virtual design tool you can see all our rugs in your room...No more guessing. We are the first rug store to offer 3D product image visualization for all our rugs, providing an engaging and interactive way to remove purchasing uncertainty. By combining AR and 3D technology, we provide immersive, real-world product visualization. This is all to help you make the perfect rug choice.

Please be aware that our rug visualizer is intended for reference purposes only. While we strive for accuracy, we cannot guarantee that the colour 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

View Rugs In Your Space: Try Our Rug Visualizer

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