My rug is marked as delivered, but I haven't received it. What steps should I follow?

Shipping and Delivery Information:

  • Dispatch Time: In-stock orders are dispatched within 1-2 business days (Mon-Fri), excluding public holidays.
  • Delivery Details:
    • All orders are always shipped free of charge, with no minimum spend. Deliveries are made from Monday to Friday, between 8 a.m. and 8 p.m. Unfortunately, we can't specify an exact delivery time. Our couriers do not operate on weekends.
    • 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. 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.
    • 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 items. We regret to inform you that no replacements or refunds will be provided under these circumstances, and this policy applies without exceptions.
    • All of our products are shipped using a signed-for service. By signing for a parcel, you acknowledge receipt of the item in good condition. In the event of a damaged parcel, please still sign for it and make a clear note of the damage. Alternatively, you can choose to reject the item, and we will promptly arrange for a replacement rug to be sent to you. It is important to emphasize that if you mark the parcel as delivered in good condition or fail to specify any damage, you forfeit your right to request a refund or seek compensation from the courier. Typically, couriers allow a window of 7 to 14 days for you to report any delivery damage. Beyond this timeframe, compensation claims will not be considered.
    • For pre-ordered items, refer to the product page for the most up-to-date estimated arrival, updated hourly. If a delay arises and you opt not to wait, you can cancel the order via the link in your confirmation email for a full refund.
  • Shipping Locations: We ship exclusively to the 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
  • Multiple Items: If you've ordered multiple rugs, they may 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 and 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.
  • Apartment/Flat Deliveries: 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 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

For any questions or concerns please contact us at hello@ruglove.co.uk. We promise to address all inquiries within 3 hours during business hours.

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