General Delivery Info

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Delivery estimates begin once your order has been dispatched. They do not include the time required to process, make or prepare your order.

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Orders received after 4pm will normally begin processing on the next working day.

 

Working days exclude weekends and UK bank holidays.

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Delivery times are estimates unless we have expressly agreed a specific delivery date with you.

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Mainland UK is a term defined by Shipment Couriers, our delivery areas are determined by the postcode classifications used by our couriers. Some Scottish Highlands, islands, Northern Ireland and other remote or offshore locations may incur an additional charge or require a longer delivery time. Any applicable charge will be shown at checkout where possible, or confirmed with you before dispatch.

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Overseas Customers: Please contact us directly. We'ill process your order to remove UK VAT (where appropriate) and provide a quote for shipping. Overseas customers are responsible for any import tax, duties and handling fees. These will be advised by the courier via email.

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Once your order has been dispatched, we will email your tracking information where tracking is available. Please monitor this information so that you know when delivery is expected.

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Delivery Options

 

1) Standard Delivery: This method of delivery is Free to Mainland UK households for all Rugs sold on our website. When Rugs are finished please allow 3-5 Working Days on Courier Scheduled routes for this form of Delivery to reach you. Full tracking will display progress of your Rug once it is collected by a courier. Some products and accessories ,such as Cleaning Kits or Underlay, may have a delivery charge, but that will be itemized for you at checkout.

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2) Priority Delivery: This method of delivery is priced at checkout according to order details.

This is an expedited dispatch. Priority orders are booked for delivery on earlier time slots and delivered in just 2-3 working days on Courier Scheduled routes. You may also opt to receive your item on a Saturday.

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3) Premium Delivery: This method of delivery is priced at checkout according to order details.

You be given opportunity to nominate a preferred delivery date and time. We communicate with you the moment your Rug passes quality checks and outline options when the item is ready to dispatch by telephone. This option offers the greatest flexibility and allows things to fit any unique schedule you may have. Perfect for Interior Designers who have schedules of when different elements of a design project come togeher. We can even store your new Rug/Runner, so if decorating needs to take place, you can work safe in the knowledge that your Rug will be sent only when you are ready to receive it. Some products and accessories, such as Cleaning Kits or Underlay, will have a different charge, but that will be itemized for you at checkout.

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​We quote individually for non Mainland UK and European deliveries as this depends on size and weight of rug. Please get in touch if you would like a quote, as we can set up a manual payment link that allows the whole order to be processed, with delivery costs, in one action.

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Small Item Delivery

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Smaller items such as sheepskins, cleaning kits and samples are dispatched via smaller couriers such as DPD/Royal Mail.

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These items are normally sent with tracking. Please monitor the tracking information provided so that you know when delivery is expected.

If you authorise the courier to leave an item in a safe place, our ability to recover it or make a claim against the courier may be limited once the instruction has been followed and the parcel has been recorded as delivered.

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If delivery cannot be completed, the courier may make another attempt, hold the parcel at a local depot or return it to us. If it is returned to us, it will be treated as a failed delivery. Please see the Failed Delivery section below.

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Bespoke/Custom Rug Delivery

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For bespoke rugs, the delivery estimate of three to five working days, or two to three working days with Priority Delivery, begins after your rug has been made, passed our quality checks and been dispatched.

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All bespoke rugs sold on our website are made to order. Please allow approximately three to four weeks from the date of order for manufacture, unless a different lead time is stated on the product page, order confirmation or by email.

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Once your rug is complete, we will contact you to confirm that it is entering dispatch. Note that we can hold your order if required, so please let us know in advance if you have particular scheduling requirements.

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Delivery Notes & Requests

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If you would like to provide special instructions or nominate a safe location for your order, we are happy to follow your instruction.

 

Adding notes for drivers helps them in cases where your home is hard to reach or requires specific direction. Safe locations are a great way to ensure that, if you have to nip out, items are left where they can be easily found and retrieved without putting them at too great a risk of damage or loss.

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Special Instructions / Safe Locations

If you opt for Premium Delivery please note that the 2 man team will deliver and place the parcel down in the ground floor room of choice.​

 

If you authorise the courier to leave an item in a safe place, our ability to recover it or make a claim against the courier may be limited once the instruction has been followed and the parcel has been recorded as delivered. 

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With Free Mainland UK delivery and Priority Delivery please note that special instructions should be limited to locating your property or advice on an easy to access safe location.

 

Drivers are on pre-scheduled routes and cannot offer more than a few minutes to complete drop-off. These are national couriers, not our own team. They are not allowed to enter the property, open doors to gain access to parts of the property such as a porch, shed or garage or pass items through open windows.

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There is limited space for instructions. A sentence or two at most. So please be concise. 

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If you have a history of issues with deliveries please consider delivery to a friend/neighbour or collection point, to ensure that items make their way to you safely.

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If you ask the courier to leave your order in a nominated safe place, please choose somewhere secure, dry and suitable for the size of the parcel. Once the courier has followed your instruction and recorded the order as delivered, our ability to recover the parcel or make a claim against the courier may be limited.

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Nothing in this policy affects your statutory rights, including your rights where an order was damaged before delivery or was not delivered in accordance with any fair and reasonable instruction.

 

Tracking is provided to ensure you are aware of likely arrival times. There is the option to upgrade to Premium Delivery to opt for a specific date and time of your delivery. Additionally, we can delay delivery until it is convenient for you to receive, if that is helpful.

 

 

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Failed Delivery

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We offer free standard delivery on all orders unless otherwise stated. Free Standard Delivery covers the original outbound delivery service. It does not cover additional charges resulting from a customer-caused failed delivery, return or redelivery.

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Delivery is arranged with a third-party courier and is scheduled based on the delivery information provided by you. It is your responsibility to ensure that someone is available to receive the delivery at the agreed address on the scheduled delivery date. If greater flexibility is required, please consider upgrading to Premium Delivery, which allows you to nominate preferred delivery dates where scheduling is more complex.

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If a delivery attempt is unsuccessful due to you or your nominated recipient not being available, refusal of delivery, or incorrect or incomplete delivery information, and no instructions are received from you to resolve the issue, the courier may be instructed to return the goods to their depot or directly to us. In such cases, we may be charged failed delivery, return, storage, or re-delivery fees by the courier.

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Where additional costs are incurred as a result of a failed delivery, we may ask you to pay the reasonable additional costs.

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Re-delivery will only be arranged once any additional delivery charges have been paid in full.

 

This does not apply where delivery failed because of an error by our company or the courier.​​

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We will always aim to keep any re-delivery costs to a minimum and will confirm the applicable charge with you before arranging re-delivery.

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Lost & Damaged Deliveries​

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We have a Returns page that details what to do in the event of Damaged or Lost items.

https://www.naturalrugcompany.co.uk/returns

 

 

General Advice on Returns/Damage/Loss

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Please inspect your order as soon as reasonably possible and tell us within 48 hours if it appears to have been damaged in transit. Reporting the issue promptly helps us investigate it with the courier.

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• Please fill out our Feedback & Resolution Form

• Provide photographs of the item and packaging where possible.

• Hold on to all original packaging until we confirm next steps. As it may aid you in re-packaging for return to us.

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