Order Issues

  • I've received a faulty item, what should I do?

    We’re really sorry if you’ve received a faulty item. Please send us a picture of the fault so we can pass this onto the manufacturer's technical team for an opinion and decision. If the Manufacturer deems the rug as faulty - They will arrange for the rug to be collected from you. Rug Love will t...
  • Can I cancel my order after I've placed it?

    Yes, Providing your order has not been already dispatched to you. Simply log in to your account where you are able to cancel the order for a full refund. Email confirmation of the refund will be sent to you automatically. 1. log into Your account located a the top right-hand corner of any page. ...
  • I'm missing an item from my order, what do I do?

    We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following: We may have sent your items in separate parcels so please check your account to see if any items are still outstanding. You can also check if your order has been sp...
  • I've received an incorrect item in my order, what do I do?

    We want to sort out any issues with incorrect items straight away. Please get in touch and we will resolve the issue right away.
  • I’ve cancelled my order – when will my money be available again?

    Depending on which payment method you selected at checkout, the time it takes for the money to become available again can vary: Once we cancel or refund an order you will receive an email confirmation right away - From this point onwards the time for the money to arrive in your bank account is ou...
  • I have entered the incorrect address, what should I do?

    If the order has not been dispatched please contact us with the correct/new address and we will amend it. if the order has already been dispatched either contact us or the courier to amend it. UPS Contact Number - 0345 787 7877 Parcel Force Contact Number - 0345 774 0740
  • My Rug Was Damaged In Transit, What Should I Do?

    If you receive a rug that has been damaged in transit by the courier please if possible reject the delivery. If you do accept the delivery please ensure the damage is noted to the driver. We will send a replacement out to you.