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. If your order hasn't been shipped within the specified timeframe, we suggest first verifying whether it's a pre-order that you might have overlooked
- Upon dispatch, orders are sent via a 24-hour or 48-hour service, with the majority dispatched on the 24-hour next-day service. Although we send items using these services, We kindly ask that you wait for a period of 3 days after the dispatch date before notifying us of a missing item. This allows for potential minor delays in transit that may occur beyond our control. 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.
- Please ensure someone is available to sign for the package on delivery; please bear this in mind if no one is usually home in the daytime. If not, our carrier will re-attempt the next business day or leave a notice with further instructions. Please note that weekends are not business days.
- 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, or the Channel Islands.
- 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.
- 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: Please ensure access details are clear. For any issues with deliveries, particularly in apartments or flats, please first verify if the package was left in a secure place or with a neighbour. Then, reach out to us for 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. 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