Buy Online Returns
Order cancellation prior to dispatch
You have the right to cancel your order, and to request a full refund, for any product purchased from our website that has not yet been dispatched.
To cancel your order prior to dispatch, please call or email, quoting your order number. If you cancel your order after goods have been dispatched, you will be responsible for any return carriage charges.
Order cancellation after dispatch
For unwanted goods, please contact us by phone or email within 14 days of receipt to let us know that you will be returning goods and the reason for the return. You must take reasonable care of the goods and return them, at your own expense, securely packaged and in saleable condition, to the Returns Address shown below.
We recommend that you use a recorded delivery service and that you adequately insure the goods for the return journey so that the full value is covered in event of loss or damage, We will provide information for suitable couriers to use if you do not have a preferred delivery company, details on request.
You can return any unused items within 14 days of the original delivery date for a full refund. Unused means that the item has not been walked on (even without shoes). The item must be rolled up and returned in the same packaging when it was sent out to you.
The customer is responsible for arranging the return and any returns costs unless the item received is damaged or faulty.
Returning Rugs To The Store
You can bring the rug back to us yourself or you can post the item, whatever is more convenient. When returning goods by post please ensure you do the following:
- Roll the rug up tightly along the width of the rug, i.e. the shortest side. For example: when a 230cm x 160cm rug is packaged, the length of the package should be no more than 165cm.
- Wrap the rug in the original packaging and re-seal to make it watertight with heavy-duty tape. If the original packaging can no longer be used then we would recommend using alternative strong plastic packaging. Plastic bin liners or other light packaging are not suitable.
If goods are returned in used, soiled, stained or damaged condition in any way no refund will be issued. We will return these items back to you and may charge for this service at our discretion.
Whether you return the goods yourself or use our collection service, please affix a label showing the return address below, together with your name, telephone and original order number.
Damaged or Faulty Goods
If the product is damaged or faulty, please take images of the fault or damage and email these to firstname.lastname@example.org. We will collect your order at no cost to you and either replace it like for like or provide an agreed alternative. We will happily offer a full refund if you do not want a replacement.
A collection label will be emailed to you, which needs to be printed and attached to the packaging. Please remove the old label and make sure the package is securely packaged to avoid any damage in transit.
All refunds will be processed within 14 days of cancellation of your order or receipt of your returned goods.
If you would like to return a rug that was purchased in our showrooms, please contact us to discuss the details.