- Return Policy
Once your order has been placed an email is sent both you and our sales team. We will then have the rug collected from stock and ready for delivery to your chosen address as soon as possible. Most of our rugs ordered before 4pm will be collected from us the following day. We aim to have your rug delivered within two business days from order. This is very important to us as an online retailer. The benefit of ordering online is price and ease of delivery. We recognise customers don't want to wait and this is very important to us. If we are not holding your chosen rug in our stock we will get the product from the factory who will ship directly to you. In this scenario delivery can take up to five working days. As soon as your order is placed we will inform you of the delivery timeline.
For custom size rugs that you are individually sized based on your requirement we need longer to order and delivery. These are classed as special order items. These rugs can take up to 12 weeks to deliver as they are made to order in India, China and Europe. We will inform you of this during your order.
We use a range of couriers to safely deliver your item. You will be sent a tracking number and courier website to track deliveries. Due to courier constraints we cannot provide timeslots at this time.
If your chosen product is not suitable you can return to us in an unused condition with all labelling attached to our head office within 14 days of delivery for a full refund. We have a no questions full 14 day cooling off period.
If the product has a manufacturing fault or is damaged we will offer a replacement product or full refund within 30 days of delivery. We cannot take any responsibility of lost goods that you have returned. Once the goods reach us, we will sign for the delivery and check the condition. You will then be offered a full refund or replacement product. This does not affect your statutory rights.
All returns must be sent to – The Rug & Flooring Stores, 7 High Street, Lanark, ML11 7LU
Please call us if you need any help with returns – 01555 660440