My rug arrived damaged during shipping; how should I address this?


Should you receive a rug with defects or damages, it's imperative to inform us immediately upon receipt. If feasible, kindly bring this to the attention of the delivery personnel. To expedite the claims process, upload clear pictures demonstrating the defect or damage to our return center portal. Additionally, please indicate your desired day/date in the comments section for the product pick-up by the manufacturer.

It's crucial to communicate any manufacturing defects to us within 3 days of receiving the item. Beyond this period, the consideration of faulty claims becomes discretionary. We emphasize checking your rug upon its arrival, including a thorough inspection of its backing, even if you don't plan on using it immediately. Any failure to report defects promptly cannot be attributed to Rug Love. All decisions made by the manufacturer regarding defects are conclusive.

Typically, we anticipate our products to have a lifespan of at least 6 months. However, this isn't a promise of replacement or reimbursement. Post 30 days from the purchase, your entitlement is to a repair or replacement, and after 6 months, replacements or refunds are only possible if it's proven that the rug was defective at the time of purchase.

All defective product claims will be addressed by having the manufacturer collect the rug for detailed inspection. This process can take up to 5 working days for us to receive their verdict. If the rug is not deemed defective, it will be returned to you. If the defect is confirmed, a replacement will be dispatched. The manufacturer's determination in such matters is binding.

Kindly note that any collections coordinated by the manufacturer for defective items are set for the whole day; specific timing cannot be guaranteed, and weekend collections aren't available. While we strive to deliver perfection, mishaps can occur. As an exclusive online retailer, Rug Love addresses such concerns through courier services, necessitating someone's presence at home during the collection day. If this poses a challenge, we recommend choosing a retailer with a physical storefront for easier returns. Please factor this into your decision-making prior to making a purchase.

Before placing an order, take a moment to understand our comprehensive Returns, Refunds, Exchanges, and Faulty Item policy. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. It's important to familiarize yourself with these aspects before making a purchase. Please be aware that Rug Love cannot be held liable if customers fail to do so. If you find any part of our terms of service or return policy disagreeable, we politely suggest refraining from placing an order with us. Furthermore, if you have reservations about any aspect of our return policy, such as potential return costs, our disclaimer related to colours/images/designs, or the arrangement of your own return, we kindly advise against making a purchase from our store. If you're aiming for a precise colour match or specific shade, consider an in-store purchase. Each product page provides crucial information about potential shedding (for wool rugs) or imperfections (for handmade rugs). Ensure you're informed before making a purchase.


At Rug Love, we strive for transparency and clarity regarding the colours and designs of our products. However, as with all online retailers, there are inherent challenges with capturing and representing colours accurately. Our colour/image/design disclaimer is to prevent engaging in disputes & differing opinions regarding product colours and designs. If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering. If you purchase multiple units of the same rug, we cannot ensure that their colours will match or that they come from the same inventory batch. Please reach out to us before placing your order if you'd like us to verify batch consistency. This discrepancy arises because dye colours differ from one batch to another, and an exact match cannot be guaranteed.

  • Accuracy of Product Images: The images of our products, provided by manufacturers, are universally used by rug stores across the UK. There's a level of subjectivity in colour interpretation, and device screens can portray colours differently due to varying settings and lighting conditions.
  • Guidance, Not Guarantee: Our product images are intended to guide and give a general idea. We do not guarantee an exact match to the real-life product in terms of colour or design. Rug Love is not responsible for slight variations unless they are due to manufacturing defects.
  • Informed Decisions: We surpass most rug stores in the detailed specifications we provide— from pile height to material composition. Our augmented reality Rug visualizer, the 1st in the industry, allows you to visualize our products in your space, aiding your selection process.
  • The Nuance of Colour: Descriptions like 'White', 'Ivory', 'Cream', 'Beige', 'Teal', 'Duck Egg', 'Natural', and 'Rustic' can be subjective. Most rugs described as 'white' tend to lean towards cream or ivory. If you are aiming for an exact shade or trying to match existing décor, we recommend seeing the rug in person.
  • In-Person vs. Online: While we've made every effort to represent our products authentically, there's a different experience to seeing a product firsthand. If you have very specific requirements, visiting a rug store in person might be the best approach.
  • User-Generated Content: To offer a real-life perspective, we have incorporated in-situ user-generated content for many of our products. This provides a more tangible feel for what to expect.
  • Returns Policy: Should you wish to return a product due to colour discrepancies (barring manufacturing faults), please refer to our standard returns policy. A full refund will be provided as per the policy guidelines.

If you find any aspect of our disclaimer unsatisfactory, we kindly suggest opting for in-store purchases. It's our priority to set clear expectations to ensure a satisfying shopping experience. Always remember to review our colour and design disclaimer prior to making a purchase.


Our collection of Handmade and 100% Jute rugs is meticulously crafted by hand. This means each rug has its own unique character, which might include minor variations in colour, design, size, pattern, yarn, stitching, and texture. These variations, known as 'Abrash', along with natural fibre shedding and the presence of loose threads, add depth and charm to every rug.

If you are particular about uniformity and perfection, a handmade or natural jute rug might not be for you. In such cases, we recommend machine-made rugs created from synthetic materials for a more standardized appearance.

Specifically, our delicate loop pile wool rugs, like La Paya, Delilah, and Savannah, might be prone to snags, especially from pet claws or heels. Any small imperfections can usually be trimmed without any issue. Before making your purchase, please check the product description where we mention potential imperfections and other characteristics unique to handmade or jute rugs. It's essential to note that even if a rug is exchanged, its replacement will still exhibit its own set of unique attributes.

We caution pet owners considering a jute rug, as pet claws can result in unwanted snags and pulls. A rug made of polypropylene might be a more durable choice for such households.

While we strive for accuracy in rug dimensions, there can be variations up to 4%, a standard deviation in the industry. This variability is especially true for our handmade collection, where each rug is distinct. Such minor irregularities are the very essence of handcrafted items, enhancing their charm and uniqueness.

For those ordering multiple units of the same handmade rug, please understand that each rug will have its distinct design, size, pattern, and colour, given their handcrafted nature. If perfect consistency is crucial for you, we recommend opting for machine-made options.


Wool rugs, genuine sheepskins, and some deep-pile shaggy rugs have a natural tendency to shed – this means fibers may come loose. It's not a flaw in the manufacturing process but a natural characteristic of these materials.

Here's what you need to know about shedding:

  1. Shedding is Expected: Every wool rug will shed. The amount of shedding will reduce with time and wear, but it's essential to note that some rugs may continue to shed throughout their lifespan. On average, it takes between 20-25 vacuum sessions to significantly reduce shedding.
  2. Not a Fault: We cannot accept returns for wool or genuine sheepskin rugs based on shedding, as it's an expected behavior. If you're concerned about shedding, you might prefer a machine-made rug crafted from synthetic materials.
  3. Product Details: We always emphasize in our product descriptions if a rug is woolen and prone to shedding. We encourage customers to take this into account before making a purchase.
  4. Durability: Shedding doesn't compromise the rug's durability. For instance, our thick high-pile shaggy wool rugs from the 'Rocks' collection may shed throughout their lifespan, more than typical low-pile wool rugs, due to their dense nature. If this is a potential concern, we'd recommend considering an alternative rug type.
  5. New Rug Odor: The distinct smell from a new rug stems from the chemicals, known as volatile organic compounds (VOCs), used during its production. This "off-gassing" is typical, especially with synthetic latex backings. The scent, sometimes reminiscent of a musty aroma due to the rug's animal fiber origin, will dissipate over time.

In summary, it's vital to understand the natural attributes of wool and similar materials when considering a purchase, ensuring satisfaction with your beautiful new addition.

Pile Flattening/Durability/Warranty/Wear

All rugs with pile, over time, experience some degree of pile flattening and matting. This is a natural process and isn't deemed as a manufacturing defect; therefore, it isn't covered by manufacturer warranties. Particularly plush high-pile rugs (4 cm and above) are more prone to such flattening and matting.

Several of our shaggy rug collections, including Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby, are susceptible to a phenomenon known in the rug industry as "sprouting" or "pilling." This is when some threads or strands in the rug pile appear longer than others. If you encounter this, simply trim the protruding threads with sharp scissors. Avoid pulling these threads as it could damage your rug. It's important to note that sprouting/pilling is a typical occurrence, especially in high pile rugs, and isn’t indicative of a manufacturing flaw.

Conversely, short pile or flat-weave rugs (0.8 cm and below) experience this flattening to a lesser extent. If you're concerned about pile flattening, we suggest opting for a shorter pile rug, preferably under 0.8 cm made of polypropylene. Please understand that flattening isn't a defect, and replacing a rug will not prevent the new one from exhibiting the same characteristics with use.

The lifespan of a rug is determined by various factors: its location, exposure to sunlight, traffic frequency, presence of pets and children, furniture placement, and more. Since there's no universal standard for how long a rug should last given the multitude of variables, we focus on initial quality. Any potential faults should be reported immediately upon receipt. After 30 days from receipt, any claims of fault will be approached with the presumption that the rug was in good condition upon delivery. It's crucial to note that after six months, the responsibility shifts to the customer to demonstrate that a product fault existed at the time of purchase if they're seeking repair or replacement.

Product Guarantee and Warranties

Rugs are considered commodities, and therefore, none of our manufacturers offer warranties for their products. Instead, these products are governed by the Sales of Goods Act, which includes provisions for reasonable use and wear and tear. In most cases, we anticipate that these products should remain in good condition for a minimum of 6 months. However, it's important to note that this does not guarantee a replacement or refund.

Under the Sales of Goods Act, if an issue arises within 30 days of purchase, you are legally entitled to a refund. Beyond this initial period, you maintain the right to request a replacement or repair, but a refund is not obligatory. After the passage of 6 months, we are not legally obligated to provide a replacement, repair or refund unless the customer can substantiate that the item was faulty upon arrival. We operate under the assumption that the item was received and signed for in good condition unless informed otherwise. We emphasize checking your rug upon its arrival including a thorough inspection of its backing, even if you don't plan on using it immediately. The lifespan of a rug is determined by various factors: its location, exposure to sunlight, traffic frequency, presence of pets and children, furniture placement, and more. Since there's no universal standard for how long a rug should last given the multitude of variables, we focus on initial quality. Any potential faults should be reported immediately upon receipt. After 30 days from receipt, any claims of fault will be approached with the presumption that the rug was in good condition upon delivery. However, it's important to note that while we are often told that a rug has never been used, we have no means of ascertaining or validating how the rug has been used. Any failure to report defects promptly as per our terms and conditions cannot be attributed to Rug Love. Please note that all our manufacturers and suppliers operate from Monday to Friday, between 9:00 AM and 5:00 PM, and remain closed on weekends.

Cut Pile Directional Shading

Please note every Rug has a pile direction. That is the direction in which the fibres of the Rug run. With a cut pile Rug, the light is reflected off the fibres in a different manner, making the colour of the Rug appear different—either lighter or darker than the original colour. This effect can often be noticed simply by looking at your Rug from opposite sides of the room. Look at your Rug from one end of the room, then walk to the other end and turn around, and look back at the Rug. You may notice that it appears darker in one direction than the other. This is not a manufacturing fault but simply a natural characteristic of cut pile Rugs. It is worth bearing this in mind based on where you intend on using it and if the rug appearing lighter or darker from one side will present an issue. Consider if this variation in appearance might be an issue. Collections such as Aurora, Craft, Apollo, and Florence exemplify rugs that exhibit this effect

Pile Shading

At times, you might notice certain areas of a rug appearing lighter or darker compared to its surrounding sections. This isn't due to a change in color but rather an optical illusion resulting from pile direction alterations. The varied reflection of light off the rug's surface, depending on the angle from which it's viewed, causes this phenomenon known as "shading" or sometimes referred to as "Pile Reversal," "Pooling," or "Watermarking."

Rug fibers have a natural inclination to lean in a specific direction. When all fibers lean cohesively, the rug portrays a consistent color. However, with time and usage, some fibers may deviate from this standard direction, causing changes in light reflection. Such deviations are more noticeable in frequently trafficked areas or near often-used furniture but can also appear in less-trodden zones or even beneath furniture. It's not uncommon for brand new rugs to exhibit this trait.

Shading is most prominent in dense, plush, cut pile rugs, especially those with solid or plain colors, while patterns tend to camouflage it effectively. It's worth noting that after a cleaning session, shading might become more pronounced, leading some to believe it resulted from the cleaning. On clarification, most realize that previously unnoticed shading became evident due to altered furniture placement, different lighting conditions, or uniform soiling prior to cleaning.

Importantly, shading doesn't compromise a rug's durability or wear. It's an inherent characteristic of certain rug types and not a manufacturing flaw. Predicting or preventing shading is challenging. However, consistent direction brushing during regular maintenance can minimize its appearance.


Certain rugs, due to their construction method, can exhibit what professionals in the rug world call "sprouting" or "pilling". This refers to instances where certain threads or strands stand out, being longer than the surrounding pile. If you encounter this, simply trim these protruding strands using sharp scissors. This won't harm the integrity or appearance of the rug. Please refrain from pulling on these longer threads as it could potentially damage the rug. Many of our dense, shaggy rug lines, including Montana, Polar, Sierra 9000, Extravagance, Plush, and Barnaby, can exhibit this characteristic. It's important to note that sprouting/pilling is a typical occurrence in high-pile rugs and isn't indicative of a manufacturing error.

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