Why was my order sent back to Rug Love?

Why was my order sent back to Rug Love? 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 package was declined by the recipient.
  • After multiple attempts, our delivery partner couldn't reach the specified address.
  • There was missing information in the delivery address.
  • The package suffered damage during shipping.
  • The order wasn't picked up from the designated point within 10 days of its arrival.

We sincerely apologize for the inconvenience. If you're still keen on receiving the item, we suggest placing a fresh order using an address that our delivery team can easily access.

**Shipping & 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 8am and 8pm. Unfortunately, we can't specify an exact delivery time. * Upon dispatch, orders are sent via a 24-hour or 48-hour service, with most dispatched for next-day delivery. * 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 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. Remember, the due dates, which are approximate and subject to change beyond our control, represent our expected stock arrival, not your delivery. All UK rug stores share these same dates
  • **Shipping Locations:** We ship exclusively to 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 & 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.

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.