What happens if I'm not in when my order arrives?

Someone needs to be in when your parcel is due to be delivered as we require a signature. Please bear this in mind before placing an order If nobody is usually home during the daytime. If this isn't possible, our delivery partner will try to deliver again the next working day. Alternatively, they'll leave a calling card confirming that they've either left it with a neighbor, left it in a safe place, or when they will try to re-deliver or give you details on how to collect it. We have no control over which of these options the driver selects or where they choose to leave an item. Rug Love is not responsible for any delays once the piece has left our premises. We only have access to the same tracking data we send our customers If your item is showing as delivered but you have not received it - Please first check if it has been left in a safe place or with a neighbor, especially if you live in an apartment/flat, then please contact us.

We find that the majority of our delivery issues are to Apartment/Flats, if there are any particular details they should be aware of regarding access to the property please let us know.

Please note all items are sent out individually, If you have ordered more than one Rug it may arrive separately, Please check your order confirmation page to see if the second item has been dispatched or not. We do not alter the delivery address it gets sent automatically to the courier exactly as entered, If you have provided the incorrect address please contact us.

What happens if my package was delivered to the wrong location? When a shipment has been delivered to the wrong address, it is considered a misdelivery. When a misdelivery is discovered, the following procedure is used to retrieve the shipment: The courier will request an on-call pickup from the driver servicing the area. The driver will pick up the shipment. The driver will reattempt the delivery the same day if possible. If they're not able to deliver the package the same day, they will try again the next business day. Please note any refunds or replacements for missing items will only be issued once the courier has completed their investigation which can take several days.

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