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Delivery and Returns
Delivery
Each product has an estimated lead time that is displayed on the website. On standard products, estimated lead times range from 1-2 days to 10-14 days. Custom products can have significantly longer lead times.
On the rare occasion the item you have purchased is out of stock, we would require a 28 day window for delivery in which we would inform you immediately via email or phone call. Unfortunately, we do not allow any extra compensation for late delivery of goods.
Lead Times
The majority of our products are available for immediate dispatch, however, some products do have an increased lead time which would be reported on the product page.
On applicable products, please order before 1pm for dispatch the same working day.
Domestic Shipping Services
| Service | Estimated Delivery Time | Price |
|---|---|---|
| Standard Delivery (UK Mainland) |
Next Working Day | Free over £49 (Or £3.95 Standard UK) |
| Next Day Delivery (AM) (UK Mainland) |
Morning AM Delivery | £10.00 |
| Saturday Delivery (AM) (UK Mainland) |
Saturday - AM Delivery | £20.00 |
| Standard Delivery (Northern & Republic of Ireland) |
Lead Time + 2/3 Days |
£15.00 |
| Standard Delivery (Highlands & Islands) |
Lead Time + 2/3 Days |
£15.00 |
* Our Highlands, Islands & Northern Ireland delivery services includes the following postcodes: IV3 - IV 56, IV63, BT (ALL), GY (ALL), JE (ALL), KW1 - 17, PA20 - 42, PH19 - 40, PH60, IM (ALL), KY15, KY17, PA60 - PA62, PA 77 - PA78, HS (ALL), ZE (ALL), PH41 - 44, KA27 - 28, PO30 -41.
*Please note that the delivery timeframes (Next Day, Saturday etc.) only apply after the product's lead time has elapsed - for example, if you order a product with a 3-5 day lead time on a Thursday and request Saturday delivery then this will occur on the following Saturday.
*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.
International Delivery including Europe, USA and the Rest of the World
We have temporarily suspended deliveries to Europe and the Rest of the World due to ongoing Brexit related changes and potential delays expected at the shipping ports, which could affect delivery lead times and fulfilling orders.
We don't expect to suspend these shipping/delivery locations for too long so please check back with us on our website for an update on when we will be delivering to these international locations again.
Orders to the UK will continue to be dispatched and delivered within the Lead time provided. For any questions on this matter please contact us or read our frequently asked questions page.
Any International orders already placed and in progress, with a lead time for delivery waiting to be shipped to your International delivery location, will be honoured and dispatched on the lead time provided when you placed the order.
Please note International delivery is shipped on a duty unpaid basis (DDU). This means the recipient is liable for any local taxes, import duties and clearance fees, which may be charged on purchase. If there are any issues with your order already in progress we will contact you directly with the contact details provided.
Returns
We hope you're happy with your purchase, if you decide it isn't right for you, you can return or exchange unwanted items within 28 days of receiving providing they are in the condition as purchased and securely re-packaged. Once your returned item is received back to us and processed by our Returns Team, we will then refund your order and confirm this via email.
Please see our returns page for more information on how to return your order.
Returns Address:
The Rug Seller Returns Department for Luxetapi
7 Trafford Moss Road
Astra Business Park
Manchester
M17 1SQ
At The Rug Seller, we understand not all online purchases are as you imagined and sometimes you may not want to keep your order for several different reasons.
All purchases may be returned within 28 days of receiving providing they are in the condition as purchased and securely re-packaged.
Non-Faulty Returns
Please fully complete the returns form enclosed with your order (or write your name, email, order number on a piece of paper within the re-packaged return and reason for your return), fully package your item(s) in heavy-duty polythene i.e. thick bin bags securely taped (to protect from dirt and damage in transit) and return to the address detailed below.
You as the customer are responsible for return postage charges. We would recommend using a tracked and insured service for your return (we recommend Online Courier services Parcel2Go.com or Collect+ at a local shop. Please note Collect+ has a Max 60CM limit and Parcel2Go.com is a courier marketplace for getting a range of quotes for picking up your return from your location.)
Refunds
Refunds are issued upon receiving the returned goods. Please allow 3-5 working days for the money to go back into your account. We do not refund customised goods, please be aware when ordering all details are correct before purchasing. Please bear with us at this time for our Returns team to process your returned item and to then process your refund. To help us with this process we please ask that you comply with our returns process and delivery of your returned order, including how it is packaged back to us as outlined on this page.
Refunds: Refunds are issued upon receiving the returned goods. Upon receipt of your return and once processed (3-5 days once received) please then allow 3-5 working days for the money to go back into your account. We are unable to refund custom made goods, please be aware when ordering all details are correct before purchasing.
Exchanges
Exchanges: If you would like to exchange your item for a different size/colour etc the returns process will still be the same. We would then ask you to contact our sales team via email [email protected] with as much information to help speed up the process to arrange a new delivery time with your new item.
Custom Specified Products
Many of our products are cut to size to meet your requirements (e.g. artificial grass & joining tape). Once your order has been cut to measurement, it cannot be cancelled or returned (unless faulty). We would advise that you ensure your measurments are correct and that you have reviewed our product samples before you place your order.
Other Products
Non-customised products can be returned to us within 28 days of receipt. Returned goods must be in an unopened and resalable condition. Please note that for non-faulty products, you as the customer are responsible for the returns carrage costs - we recommend using a tracked service.
Faulty Products
If your order is found to be faulty, please contact us in advance of returning the item. Please fully complete the returns form enclosed with your order (or write your name, email, order number on a piece of paper within the re-packaged return and reason for return), fully package your item(s) in heavy duty polythene i.e. thick bin bags securely taped (to protect from dirt and damage in transit) and return to the address detailed below.
Product Photography
Product Photography: Please note that every effort is made to ensure colour accurate product photography and The Rug Seller Ltd cannot be held responsible for photography being miss misrepresented on customer's devices (due to screen settings etc). In such a situation, the customer will still be liable to pay returns postage charges. If you have a specific case that you would like to discuss then please contact us at [email protected].