Santiago is a unique luxurious quality range of rugs made using a mix of pure new wool and hemp. The Santiago rugs are also heavyweight and hand-knotted in Nepal to the highest standards of quality.
It is our aim to get your order to you as quickly as we can. We are generally able to deliver the majority of our orders within seven working days. Inevitably, some rugs take longer than others. We therefore advise that you should always check the 'estimated delivery' section on your selected product page prior to making the purchase. We supply rugs in UK to our customers at affordable prices and seek to deliver your orders in a fast and convenient manner; only using couriers with a proven track record for speed, customer service and reliability.
We offer free standard delivery to our Mainland UK customers. "Standard Delivery" means that your rug should arrive during working hours (9am - 5pm) on a working day (Monday - Friday) during the estimated delivery window. We use 'next working day delivery' courier service for all of our shipments. This means that, unless it has been agreed otherwise, your order should be with you one working day after it has been collected from us. Once your order has been collected by the courier, you will receive an email from us confirming this and providing you with the tracking information.
For an additional fee, we can arrange for your order to be delivered at a time/day more convenient for you. Please note that the additional fee does not speed up your order. We will dispatch your order to you as soon as it is available for collection by the courier. The additional fee is payable to cover a surcharge our courier charges us to narrow down the delivery window. With regard to Saturday delivery requests, we aim to deliver on the first Saturday within the delivery window that the rug is available for collection by the courier, or the Saturday immediately following that delivery window.
Scottish Highlands, Northern Ireland & Offshore Locations (Postcodes BT, CA18-27, HS1-9, IM, IV, KA27-28, KW1-17, PA20-88, and PH17-50, TR21-25, ZE)
*Please refer to the size guide table below
Should you wish to leave any specific delivery instructions for the courier, you will be able to do so by entering them in the "Comments box" during checkout process.
As noted above, we will inform you of your order's delivery date as soon as your item(s) is/are collected by the courier and provide you with tracking information. If delivery is attempted by the courier while no one is present at the property, the courier will leave a card through the door with a telephone number for the purpose of re-arranging delivery. You will be able to call that number and re-arrange delivery to an alternative standard delivery date at no extra cost.
We are able to deliver to some European destinations including Austria, Belgium, Czech Republic, Denmark, France, Finland, Germany, Ireland, Netherlands, Norway, Portugal, Spain, Sweden & Switzerland. Please refer to the tables below for the delivery charges to the required European destination.
European Delivery Rates
*Please refer to the size guide table below
We will deliver your item(s) to you in the condition stated by us on this website i.e. new unless otherwise stated.
We will dispatch your item(s) to you in a timely fashion.
Please be aware that we cannot be held responsible for any errors caused by the courier. Even though we do use a reliable courier service, some delivery issues may occur that are outside our control.
In case of delivery failure and the failure of the courier to provide an adequate explanation to you, we will intervene on your behalf and rearrange delivery.
Upon receipt of the item(s), it is your responsibility to check the condition of the package and packaging. If the item looks damaged or dirty from the outside, please do not accept it as we are unable to pursue claims against the courier if the item(s) is/are signed for. If you did not or could not inspect your item(s) when delivered, please make sure you sign for the item(s) and write a note next to your signature as ‘not inspected’.
Should you need to make any changes to your delivery details, you will need to inform us on firstname.lastname@example.org stating your order number as the subject of the email. An extra charge may be applicable in case the package has already been collected by the courier.
On the day of delivery, it will be your responsibility to track the item if you wish either via the courier’s website or by phone.
In case of delivery failure and the failure of the courier to provide an adequate explanation, you must inform us immediately on email@example.com stating your order number as the subject of the email.
Note: You will not be able to change the delivery details with the courier without prior written consent from us. If you would like to change the delivery address for example, you will need to write to us on firstname.lastname@example.org stating your order number as the subject of the email and requesting the delivery to be redirected to a different address. We will then get in contact with the courier and redirect your package, but please note that there will be an extra fee payable by you for this service, which will be the fee chargeable by the courier.
We are committed to providing exceptional customer service. Should an issue arise with a rug that you have selected to purchase from The Rugs Warehouse, please notify us by email so that we can provide you with the ideal solution. Our return and refund policy is intended to ensure that you are satisfied with your experience doing business with us. Please read below to learn more about our standard policies for all returns and refunds.
Upon receipt of your rug
Please carefully inspect the packaging. In the event the item appears to be damaged or soiled (e.g. the plastic packaging is ripped through) do not accept the delivery and ask the courier to return it to the sender. In the event that you are unable to inspect the rug at the time of receipt, please write "not inspected" when signing for the delivery. By signing for the item you are accepting that you have inspected the item and it was not damaged in transit. Please remove the rug from the packaging carefully (you may need to use that packaging in the event you decide to return the item back to us) and carefully inspect it. Please promptly notify us of any issues.
Within 14 days
You may return the item(s) you purchased from us for up to 14 days with no questions asked for a full refund. Please note that by "refund" we mean the purchase price you have paid for the item. For the avoidance of doubt, any delivery charges (such as a before noon or a Saturday delivery request surcharge) cannot be refunded as they would have been paid to the courier for the services rendered.
You may arrange to get the item(s) returned to us yourself, or we can organise it for you using our courier for a fee. If you decide to use our courier service, the fee will be between £8 and £12.50 depending on the weight, dimensions and ability to print a label. Please refer to the table below. Our size guide table can be found in the 'Delivery ' information page. Please note that the return fee will be significantly higher for customers from Northern Ireland, the Scottish Highlands, Remote Islands, and locations outside the United Kingdom.
Should you decide to return an item you must contact us at email@example.com stating your order number as the subject of the email. Please also state whether you will be arranging the return yourself, or whether you would like us to arrange a courier to pick up from you.
Whether you are returning in person, through a courier arranged by you or through a courier arranged by us, please carefully rewrap the item in the original packaging, adding additional packaging as needed. Please note that we will not accept unwrapped or inadequately wrapped items and they will be returned to you. The packaging must be sufficient to protect the item during transit and be waterproof. Cling film, bin liners and similar plastic packaging are not adequate or appropriate, and items wrapped in such manner will be returned back to you and are unlikely to be covered to the courier's insurance if damaged in transit.
Please note that any refund will be given once the item(s) is/are back in our warehouse and found to be in the same condition as was dispatched. The item(s) must be returned undamaged, in the original condition and packaging.
We welcome multiple item orders and value our repeat customers. We have, however, noticed an increase in multiple item orders that result in immediate return of all but one rug. This impacts on our ability to continue to offer free standard delivery to our mainland UK customers. Therefore, please note that if you order three or more rugs of different designs and subsequently decide to return all but one item, you will be charged the return delivery fee of between £16 and £24 per rug being returned.
In the extremely rare case that your item(s) is/are faulty and provided you informed us within 48 hours of receipt at firstname.lastname@example.org stating your order number as the subject of the email, we will arrange a replacement for you at no extra cost.
Please note: Shedding is a natural characteristic of deep wool pile rugs and is not deemed to be a fault. This is common in wool rugs and should be taken into consideration when choosing suitable rugs for your home. If requested, we also provide upon request consultations on the ideal rugs for specific home environments (i.e. weather, traffic and budget, to name a few factors).
Out of stock item
On rare occasions some items may go out of stock for short periods of time. If you make a purchase and your item turns out to be out of stock, you will be entitled to a full and immediate refund.