Returns and Refunds (Updated due to COVID-19)

We want to ensure you are entirely happy with your purchase. Our returns policy is 30 days upon receipt for a full refund or exchange - provided that the item is returned complete and in original condition. The Rug Company will cover the cost of return shipping within the UK/US/EU for non-sale items, but original delivery cost will not be refunded.

To return an item, you must first contact us. We will then arrange for UPS to collect the item from you. Returns can be collected from your home, work or alternative address.

It is recommended that you keep the original packaging in order to make returning items easier. If you no longer have the original packaging we can suggest alternatives or we will send you new packaging free of charge.

Please note: Returns are not possible on any Custom or Bespoke items you have ordered in one of our Showrooms or online as these are specially commissioned items tailor-made to your specifications. To avoid disappointment, please check whether an item is returnable before ordering. For security reasons we can only make refunds to the original payment method you used to place your order. Once the item has been returned to us, it typically takes between 3-5 working days for the return to be processed and the money to show in your account.

Delivery Times and Charges (Updated due to COVID-19)

Your health and safety, as well as our staff’s, are our priority during this time. Our products are still orderable online with a slightly longer delivery lead time depending on stock location. Free Storage option is also available at this time for flexible delivery date. Please Contact Us to reserve delivery at your preferred date.

Stock deliveries to mainland UK addresses are free of charge and we endeavor to make them within 3-5 business days (Monday to Friday), with the exception of stocks currently located in US / EU which would take longer at 10-16 business days.

Rugs and wall-hangings delivery in the US is a flat rate of $99 per order (no matter how many items in one order), with FREE delivery for cushions and catalogs. Other International deliveries are charged by volumetric weight, and are calculated at the checkout.

We deliver to most national and international destinations. Deliveries to all international (non US/UK/EU) addresses will take longer, but we try to send all orders by the quickest route possible.

For delivery to any of the following countries, please contact your local showroom directly to make an enquiry or place an order: Canada, Lebanon, Mexico, Russia, Spain and United Arab Emirates.

Delivery Lead Times

Due to the current pandemic, in-stock items are available within 5-16 business days depending on stock location and your destination. Made-To-Order and custom pieces remains at a standard lead time of 16-22 weeks (handknotted) and 8-10 weeks (handloomed).

Delivery for in-stock items within the UK, EU, US are between 5-16 business days depending on stock location with lead time as listed on the product page. Delivery to All other Countries based on an International Service is within 10-16 business days.

Lead time for Custom and Made-to-order items is within 16-22 weeks.

* Please note, all delivery times are estimates, larger rug sizes in particular can take longer than the quoted time to produce. Our customer service agents will be in touch post order to confirm delivery times.

Delivery Charges

Deliveries to mainland UK addresses are free of charge.

Delivery to the US, South America or the Caribbean

Rugs and wall-hangings delivery in the US is a flat rate of $99 per order, with FREE delivery for cushions and catalogues. International deliveries are charged by volumetric weight, and are calculated at the checkout.

In the interest of employee and customer safety, the signature required guidelines are temporarily being adjusted. The intended consignee must acknowledge that UPS is making a delivery. Service providers should not driver release packages without the consignee being available to retrieve them.

To avoid customer contact, UPS will: Write on the signature pad "COVID19"; In the verify screen key in the acronym "CV19" followed by the name of the consignee. Example: "CV19 SMITH". Keep in mind that the signature verification is 15 characters long, and is free text.

International Delivery

We deliver to most national and international destinations. Deliveries to all international addresses will take longer, but we try to send all orders by the quickest route possible. Delivery charges for outside the UK are calculated by volumetric weight, and are calculated at the checkout.

For delivery to any of the following countries, please contact your local showroom directly to make an enquiry or place an order: Canada, Mexico, Russia, Spain, and United Arab Emirates.

Time of delivery is not of the essence in this Agreement. We will not be liable for any direct or indirect loss of profits or other financial loss or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of the reasonable control of The Rug Company or delay due to any reasonable rescheduling of delivery.