RETURN COSTS
Return Shipping Responsibility & Guidance
Return Cost information can be found in our help center, every product page, every email we send you (including order confirmation email), the return portal, chatbot, and the homepage footer
Customers bear the responsibility for return shipping fees. This policy is consistent with all online rug retailers we are aware of, wherein the customer covers the return cost.
14 Days to Decide: We are unable to process returns for unwanted items beyond the stipulated returns period as outlined in our terms of service, No Exceptions.
Before placing an order, it's crucial to emphasize the significance of familiarizing yourself with the potential costs associated with returns, especially for large and bulky items. We cannot stress highly enough the importance taking the time to measure your intended area before finalizing your order.
Please utilize the return portal link provided below to submit your request, whether it be for a straightforward return, a faulty item, an incorrect order received, or damage caused by the courier. Please make sure to upload images regarding the issue if relevant.
For any questions or if you feel something has been overlooked please don't hesitate to contact us at hello@ruglove.co.uk. We promise to address all inquiries within 3 hours during business hours. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations and make no attempt to contact us regarding any uncertainties.
Estimated Return Costs:
- Small Rugs & Runners up to 120cm in length: Approximately £6
- Small Rugs up to 125cm in length: Approximately £9
- Large Rugs from length 160cm up to 199cm in length: Approximately £18-£28, contingent on rug thickness and weight. (For comparison, Wayfair charges between £20-£50 for large rugs.) Most large rugs, ranging from 160cm up to 199cm in length, can generally be sent back via DHL at an estimated cost of £18, except for very plush/thick types of rugs which can take it to £28.
- Extra Large Rugs size 200 x 290cm and Super Plush/Thick Heavy Shaggy Rugs (like Montana, Plush, Barnaby & Plush Moroccan Shaggy Rugs) + Oversized Rugs size 240cm and above: Circa £28-£48 via DHL.
Please note, these rates can vary daily and are intended as guidance only.
If you receive a significantly higher courier cost quote than the one mentioned above, it is probable that you've inputted incorrect dimensions for your rug or are not using the website we recommend for your rug size. Please refer to our guide below, and remember that you only need to provide three dimensions to the courier.
If you're unfamiliar with booking courier services online and find it challenging, please consider this before making a purchase in case of potential returns. We suggest buying from a physical rug store to prevent such situations.
Our Transparency Commitment:
Before placing an order, it's crucial to emphasize the significance of familiarizing yourself with the potential costs associated with returns, especially for large and bulky items. While we cannot control courier costs, which are consistent with almost all online rug retailers, Transparency: We pride ourselves on being upfront and transparent about potential return costs, setting us apart from others, especially for larger bulky items. Our aim is to prevent misunderstandings and avoid disputes related to shipping fees. If you anticipate issues with covering return costs, we kindly suggest purchasing from a brick-and-mortar retailer where you can return items in person. Though courier costs are beyond our control and align with industry standards, we believe in transparency regarding potential return costs.
For any questions or if you feel something has been overlooked please don't hesitate to contact us at hello@ruglove.co.uk. We promise to address all inquiries within 3 hours during business hours. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations and make no attempt to contact us regarding any uncertainties.
As a small family-run business, we typically offer more affordable prices compared to larger retailers. Our customers enjoy advantageous pricing since we are among the most competitively priced online rug sellers. Our competitive pricing is a key aspect of our online service, this means that by choosing Rug Love, you most likely saved on your purchase, which we hope compensates partially for any return expenses. When you compare our prices to those of Rugs Direct.co.uk, the market leader, you'll typically find that we offer more competitive prices, and we pass these savings directly on to you, our valued customers. It's important to note that even with higher-priced competitors, the return costs would remain the same and are beyond our control. We pride ourselves on providing a wider range of options than you might find on the high street, and we always include free delivery in our prices. Unfortunately, we are unable to extend this to include free returns. We emphasize potential return costs in every possible place on our site and in all our email communication with you, ensuring transparency. For any questions or if you feel something has been overlooked please don't hesitate to contact us at hello@ruglove.co.uk. We promise to address all inquiries within 3 hours during business hours. Rug Love cannot be held responsible if customers decide to disregard our return instructions and opt for more costly alternative services that differ from our recommendations and make no attempt to contact us regarding any uncertainties.
If any aspect doesn't align with your preferences, we respectfully request you refrain from ordering
Please take a moment to understand our disclaimers on colour/image/design variations, hand-made rug imperfections, and shedding/flattening for both wool and shaggy rugs, Familiarize yourself with these before proceeding with your purchase. Rug Love assumes no responsibility for any oversights on the customer's part. 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.