Delivery and Returns

We want to ensure you are entirely happy with your purchase. Our returns policy is 30 days upon receipt for a full refund or exchange - provided that the item is returned complete and in original condition. The Rug Company will cover the cost of return shipping within the UK/US/EU for non-sale items, but original shipping cost will not be refunded. You must pay the return shipping cost for items purchased in our Archive Sale, prototype, or ex-display rugs.

To return an item, you must first contact us. We will then arrange for UPS to collect the item from you. We can arrange collection from your home, work, or alternative address.

We recommend that you keep the original packaging 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 refund to be processed and the money to show in your account.

In-stock items are available within 3-16 business days depending on stock location and your destination. Stock status and shipping lead times are listed on the product page. Made-To-Order and custom pieces have a standard shipping lead time of 16-22 weeks (hand knotted) and 10-14 weeks (handloomed).

Please note, all shipping times are estimates, larger rug sizes can take longer than the quoted time to produce. Our customer service agents will be in touch post order to confirm shipping times.

You will receive an email with tracking information directly from our shipping provider once the order has been collected from your local warehouse. Our client services team may contact you if we are able to facilitate delivery in our own vans.

Shipments to mainland UK addresses are free of charge.

Rugs and wall-hangings shipped in the US have a flat rate of $99 per order, with FREE shipping for cushions and catalogues.

We ship to most national and international destinations. International shipments are charged by volumetric weight and are calculated at the checkout. Shipping to all international addresses will take longer, but we try to send all orders by the quickest route possible. Customs/Duty fees are applicable on all international shipments; however, The Rug Company will cover these fees if you have already paid VAT on your order. Please note international shipments are subject to Customs checks and you may be contacted by our shipping provider for documentation relating to your order.

For shipping to any of the following countries, please contact your local showroom directly to make an enquiry or place an order: Canada, Kuwait, Mexico, Spain, and United Arab Emirates.

Time of shipping is not of the essence in this Agreement. We will not be liable for any direct or indirect loss of profits or other monetary loss, or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of the reasonable control of The Rug Company or delay due to any reasonable rescheduling of shipment.