Luster Rugs

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.

Rates

Mainland UK

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

Delivery instructions
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.

Missed Deliveries
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.

European Deliveries
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

Size Guide

Our obligations

• 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.

Your obligations

• 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 delivery@therugswarehouse.co.uk 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 delivery@therugswarehouse.co.uk 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 delivery@therugswarehouse.co.uk 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.

Here at The Rugs Warehouse we believe that the customer service we provide is as important as the rugs we sell. We want to make sure not only that you are happy with your purchase, but that our team has made your shopping experience a positive one. If an issue arises with a rug that you have selected for purchase, please tell us about it by email and we will do our best to provide a solution. Our return and refund policy is there to ensure that you are satisfied with your experience doing business with us. Below are our standard policies for all returns and refunds.

Within 14 days

Changed your mind? No problem. You may return the item(s) you purchased from us for up to 14 days (from day of delivery) 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 optional delivery charges chosen by you (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 collection fee will be between £15 and £40 depending on the weight & dimensions. Please note that the following only applies if you request us to arrange the return: small rug (up to 90cm width) - £15, medium rug (up to 120cm width) - £15, large rug (up to 180cm width) - £25, X-large rug (up to 200cm width) - £25, XX-large rug (up to 300cm width) - £40. 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.

Returns & Replacement Procedures

Should you decide to return or replace an item, please let us know by filling in the form located at the bottom of the returns & refunds page. Please remember to state whether you will be arranging the return yourself, or whether you would like us to arrange a courier to pick up the item 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.