Refund policy
Returns and Refunds
We want to ensure that you are entirely happy with your purchase. We are extending our return policy to 30 days upon receipt for a full refund or exchange - provided that the item is returned complete and in original condition. 'Decorative Rugs' will cover the cost of return shipping within the US, but original delivery cost will not be refunded.
To return an item, you must first contact us. You will then arrange courier to collect the item from you. Returns can also 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 we will 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 or online as these are specially commissioned items tailor-made to your specifications. To avoid disappointment, please check whether an item is returnable before ordering. 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.
Delivery Times and Charges
Your health and safety, as well as our staff’s, are our priority during this time. Our products are still orderable online with a slightly longer delivery lead time depending on stock location. Free Storage option is also available at this time for flexible delivery date. Please Contact Us to reserve delivery at your preferred date.
We deliver to most national and international destinations. Deliveries to all international (non US/UK/EU) addresses will take longer, but we try to send all orders by the quickest route possible.
For delivery to other countries except US, please contact us to make an enquiry or place an order:
Delivery Lead Times
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).
Delivery for in-stock items within the UK, EU, US are between 5-16 business days depending on stock location with lead time as listed on the product page. Delivery to All other Countries based on an International Service is within 10-16 business days.
Lead time for Custom and Made-to-order items is within 16-22 weeks
*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.