Delivery and Returns

Delivery Lead Times

We deliver to:

- Mainland UK within: 1-2 working days

- Europe within: 3-6 working days

- All other Countries based on an International Service in: 3-10 working days

*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 Europe
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.


Delivery to the US, South America or the Caribbean

Rugs and wall-hangings delivery in the US is a flat rate of $175 per order, with FREE delivery for cushions and catalogues. International deliveries are charged by volumetric weight, and are calculated at the checkout.

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).

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

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.

Returns and Refunds

Returns

We want you to be delighted with your online purchase, so if you are not completely happy, you may return it to us within 21 days of 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 shipping a return within the UK for items, other than items purchased from The Archive Sale. Charges will be incurred for shipping outside of the UK.
You can return an item to one of our Showrooms or you can contact us to arrange for your item to be collected 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 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 as these are specially commissioned items tailor made to your specifications. To avoid disappointment, please check whether an item is returnable before ordering.


Refunds

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.