Shipping & Return Policy

Shipping Policy

  • • We offer a Free Next Day Delivery option in the UK (except Northern Ireland, Isle of Man, Channel Islands, Scottish Highlands) on most selected rugs. Most orders placed before 11 am are dispatched the same day.
  • • Some areas in Scotland are considered rural by courier companies and may incur an additional charge. The exact shipping fee will be displayed at checkout based on your postcode.
  • • We ship to all European countries with standard delivery (2–5 business days). Shipping fees are calculated at checkout. Once dispatched, your tracking number will be sent via email so you can monitor your delivery progress and estimated arrival date.
  • • If the first delivery attempt is missed, the courier will leave a card so you can rearrange delivery. If the second attempt is also unsuccessful, the item will be returned to us and you will need to pay the postage fee for re-delivery.
  • • Couriers may attempt delivery to a neighbour if you are unavailable at the time of delivery.
  • • If you will not be available, we can request the courier to leave your parcel in a designated safe place. You may also add delivery instructions at checkout for us to forward to the courier.

Refund

  • • Once a refund has been issued—whether due to cancellation, return, or any other reason—it may take approximately 3–7 business days to appear in your account, depending on your bank’s processing times.

Return Policy

Customer satisfaction is our first priority.

  • • The return policy applies within 30 calendar days from the delivery date.
  • • After return confirmation, the courier will collect the item within 24–48 hours from your address.
  • • Please note that couriers do not provide an exact collection time.
  • • Kindly ensure availability for collection. If the courier cannot collect the item due to absence or any other reason, you will be responsible for reposting the item.
  • • Items must be securely packaged and returned in their original packaging. No refund will be issued for items returned in dirty, damaged condition or without packaging.
  • • For international orders delivered outside the UK (Europe, USA, etc.), return postage costs are the responsibility of the buyer.

Easy Return

Once you decide to return your order, you may contact us at any time.

  • • For small-size rugs (up to 120×170 cm), you can book your free return label directly via the Royal Mail website. Enter “The-Rugs” as the retailer name and complete the required details including your order number and full name.
  • • After generating your return label, attach it securely to your rug and drop the parcel at your nearest post office.
  • • For larger sizes, please contact us with your order number to arrange the return.