Returns and refunds

We want you to love your rug. If it is not right, you can send it back.

30 days to return

You have 30 days from the day your order is delivered (or collected) to return any piece, for any reason.

• Start a return from your order page: open the link in your order email, or sign in and go to Account, then Orders, and tap Return pieces. Or message us on WhatsApp (+44 7455 948797) or email rugslanduk@gmail.com with your order number.
• We reply within one working day with how to send it back.
• Then send it within 14 days, or bring it to our Watford showroom by appointment.

Who pays the return postage

• You changed your mind (the colours, size or style are not right for your room, or you no longer need it): the return postage is yours to pay. Use a tracked service and keep the receipt; the piece is your responsibility until it reaches us.

• Something is wrong with it (torn, a hole, fraying, stains, damaged in delivery, not as described, or the wrong piece): we pay. We collect it or send you a prepaid label. Please add photos to your request so we can sort it quickly.

Sending it back

• Roll the rug with the pile facing out. Never fold it.

• Wrap it to keep it clean and dry, and put your order number inside.

• Return it as you received it: unused, not cut or altered, and free of stains, pet hair and smells.

Your refund

• We check the piece the day it arrives, then refund what you paid for it, plus the original standard delivery charge when the whole order comes back, within 14 days of receiving it (or of your proof of postage, if that comes first).

• The money goes back to the card you paid with. Banks take 5 to 10 working days to show it.

• If a piece comes back used, damaged or stained, we may take the cost of cleaning or repair off the refund, and we tell you why.

Faults after 30 days

Handmade rugs are made to last. If a fault appears after 30 days, tell us within six months and we will repair or replace the piece, or refund you, as the Consumer Rights Act 2015 sets out.

Good to know about handmade rugs

• Shedding: a new wool rug sheds loose fibres for the first few weeks. This is normal and settles with regular vacuuming.

• Curling and creases from the journey settle within a few days: roll it the other way for a day, or weigh the corners down.

• Colour: natural dyes look different in daylight, lamplight and on screens. Small differences in colour, size (up to 3%) and shape are part of a handmade piece, not faults.

• Smell: a new rug can smell of wool or packaging. Air it in a well-ventilated room for a day or two.

Pieces we cannot take back

Pieces made or altered to your instructions (custom sizes, cut runners) cannot be returned unless they are faulty. This does not affect your legal rights.

Trade orders

Trade and wholesale orders follow the returns terms in your quote.