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Frequently Asked Questions

What are the delivery charges and times?

Please see here for detailed delivery information.

Which payment methods are accepted?

We accept PayPal and all major Credit & Debit card payments via the Stripe gateway on the checkout page. We also accept Direct Bank Transfers but will not dispatch your order until payments have cleared into our account (please quote your order number if choosing to pay via Direct Bank Transfer).

What exactly happens after ordering?

You will receive an automated confirmation email detailing your total order with an invoice attached. Once payment has cleared we will endeavour to prepare your items as quickly as possible and dispatch them from our warehouse within 1-2 working days, at which time you will receive another email notifying you that your items are out for delivery.

Do I receive an invoice for my order?

A full VAT invoice will be automatically sent to the email address you specified upon checkout, which will also contain your order details. If you fail to receive anything in your inbox please check your spam/junk folder in the rare case it becomes filtered. Still can’t find your invoice? Please let us know and we will reissue one to the same email address used at checkout.

Can I return my product if I'm unhappy?

Yes, you can return any rug purchased from us (except for custom made rugs) for a full refund as long as you inform us within 14 days of purchase. Please email Sales quoting your order number, or reply to your original order email directly and we will respond with full instructions of what you need to do to ensure the return runs smoothly. You are responsible for the return cost so please use a reputable courier, prices average around £8 but vary dependant on size & weight.

You can find our detailed return information here.

Can I exchange my product?

You can exchange your product for a different size, shape or colour using the same returns process described above, just email our Sales Team quoting your order number, or reply to your original order email directly mentioning that you wish to arrange an exchange. We can then proceed to send out your new product once the original has been returned.