All rugs sold on our website are Made to Order, so please allow 3-4 weeks from date of order for your rug to be complete.

Once complete we will contact you to advise your Rug is complete and entering Dispatch. We will never despatch without emailing to advise first. Once dispatched, you will be emailed Tracking Information. So rest assured your rug will never arrive without you knowing.

​

There are two methods of Delivery available:

 

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 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. Mainland UK is a term defined by Shipment Couriers, not by ourselves, as meaning anywhere you can reach from London without having to cross a water (including by bridge and/or tunnel).​

​

2) Priority Delivery: This method of delivery is priced at £50. For that you have the opportunity to nominate a preferred delivery date as well as opt for even more convenience; being able to request deliveries that are sent Next Day, appear before midday or Saturday delivery options. We communicate with you the moment your Rug passes quality checks and outline options when the item is ready to dispatch. 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.

​​

​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.

 

Failed Delivery

​

We offer free standard delivery on all orders unless otherwise stated. Free delivery applies only to the initial successful delivery attempt and does not cover failed delivery or re-delivery charges.

​

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 Priority Delivery, which allows you to nominate preferred delivery dates where scheduling is more complex.

​

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.

​

Where additional costs are incurred as a result of a failed delivery, some or all of these costs may be passed on to you, depending on the circumstances.

​

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

​

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.

​