What do I do if my order does not arrive?
If you experience delivery issues, please email our customer service team at email@example.com or call us at +44 1606 533 420 and we will help resolve the issue.
To ensure this process is as easy as possible, please have your order number handy.Back to top
Can I change or cancel my order once it has been placed?
Your order is important to us, which is why we do our best to get it processed and sent out right away.
If you need to make a change, please contact our Customer Service team as soon as possible at firstname.lastname@example.org or by calling +44 1606 533 420.
If the order has not been processed, we will do our best to intercept it before shipment. However, please note that we are unable to add or remove items, or otherwise modify your order, once it has been placed.
If the order has already been processed, please refer to the return instructions once your order is delivered.Back to top
Do you ship internationally?
We offer free ground shipping to almost all addresses in the mainland UK. We are, unfortunately, unable to deliver packages to any island addresses if a ferry ride is required.Back to top
How do I clean my rug?
For general maintenance and upkeep, your household vacuum should do the trick. Be careful not to lower the beater bar on the vacuum, though, as this can become damaging over time.
For more detailed information on the maintenance of your rug, please contact our Customer Service team at email@example.com or by calling +44 1606 533 420.Back to top
Am I able to use my rug outdoors?
If you are specifically looking for an indoor-outdoor rug, check out our collection of outdoor rugs.
For other rugs, please be sure to read our product descriptions. Many of our rugs contain jute in their backing. Jute is a natural fiber, so we do not recommend placing rugs containing it in areas where they may become wet.Back to top
What can I expect from my new rug?
Our rugs are shipped rolled in tight plastic. As a result, some rugs may have slight creases or bulges. But don’t worry! These are not defects and they will self-correct quickly.
To speed up this process, you can reverse-roll your rug (roll it tight the opposite way it came rolled) and vacuum it. Over time, gravity will do its work, the rug will loosen up, and those creases and bulges will disappear.
Some rugs with a latex or canvas backing may have a slight odor when first unrolled. This, similar to a new car smell, comes from the glues used to treat the backing. This odor should dissipate after a few days of airing out in a well-ventilated room.Back to top
Does this product need a separate rug pad?
To prevent wear and tear of your rug for as long as possible, we recommend that you place a rug pad underneath your rug. This may seem like an unnecessary expense at first but it can save you money in the long run. Just like grit from your shoes will cause friction in the fibers of your rug, friction between the rug and floor caused by walking can wear your rug dramatically. A rug pad puts a layer between your rug and the floor and prevents this friction. It has the added benefit of keeping the rug from sliding on more slippery floors!
We recommend using felt rug pads on finished wood floors as Polyvinylchloride pads can damage the finish. Rotating your rug every now and again will help ensure that wear is distributed evenly.Back to top
When will I receive my order?
All our orders are shipped within 1-2 business days. We ship everything from our warehouse in the UK ; transit time from there to where you are located could take on an additional 1-2 days.Back to top
Is the rug's color as pictured?
We take our time to advertise the product you will receive to the best of our ability. With that said, some discrepancies caused by variances in color calibrations of computer monitors and other digital displays may occur. The amount of lighting in a room or your viewing angle can also have an effect on the way colors appear on your screen.
If you need particular color shade or hue, we suggest purchasing the smallest size rug available as a “sample” before making a larger purchase. You can always return the rug for up to 14 days after its delivery should you find it is not what you are looking for or do not need it.Back to top
What happens if an item I want is not available?
If an item you want is not currently available, or if you have any further questions about a specific product, please email our customer service team at firstname.lastname@example.org or call +44 1606 533 420.Back to top
How do I return or exchange an item?
We accept return requests for items in their original condition, for any reason, within 14 days of their date of delivery. To start your return, please contact our Customer Service team as soon as possible at email@example.com or by calling +44 1606 533 420.
Please note: outbound, ground shipping is free to you -- however, you would be responsible for the costs of return shipping back to us. We will provide you with your Return Authorization code, which must be included in the package label or otherwise noted on the package.
Please be sure to send us your item’s return tracking number so we may better monitor your return. Your order will be refunded upon its receipt at our warehouse.
Please also be advised that your area rug must be returned in its original condition. If the received item has wear or damage, the full credit may not be issued. To safely package your item for transit, we strongly recommend using either its original packaging or a thick plastic (plastic painters’ tarps, black contractors’ bags, etc.).
We are also unable to process exchanges at this time. If you need an item in a different size or color, please return the item you originally purchased and place a new order with us.Back to top
How should I wrap my rug for a return?
If the product’s original packaging is still intact, reuse it to send your item(s) back to us. However, make sure to remove any shipping labels from the packing before you do so.
If you do not have the original packaging or it is not in good condition, any thick plastic wrapping will also be sufficient; heavy-duty plastic tarps used for painting work well for this, as do black contractors’ bags.
You will want to package the rug tightly and secure the ends for shipping, as any damage experienced in transit may result in a charge deducted from your refund.Back to top