11% off orders over £33. Code: SINGLE
30 DAYS TO RETURN
FAST SHIPPING
FAST DISPATCH
1. How much does shipping cost? Shipping is free within the United Kingdom.
2. How are the rugs shipped? Rugs are rolled up and wrapped in stretch film. Larger rugs (over 1.6 meters) are usually folded in half and then shipped in a rolled form.
3. Where is my parcel? On the day of dispatch, you should receive a message with the shipping information. Using the tracking number, you can easily track your parcel online: DPD: https://www.dpd.co.uk/
4. How long does delivery take? Due to customs clearance procedures, delivery can take up to 14 working days. Delivery times may vary slightly depending on holidays and the number of orders in the warehouse.
5. When will the courier arrive? We’re sorry, but we are unable to provide an exact delivery time, as we have no control over the courier’s schedule. However, you can track your shipment online or contact the courier company directly.
6. Which courier company do you use for shipping? We ship our products via DPD.
7. Can I change the delivery address? Yes, it is possible to change the delivery address, but it depends on the stage of the order process. If your order has not yet been packed and a shipping label has not been generated, the change may still be possible. In that case, we recommend contacting our customer service team as soon as possible to check whether the change can be made. Unfortunately, once the shipping label has been generated, the delivery address can no longer be modified due to technical reasons.
8. How many products can I order in a single purchase? We do not limit the number of products per order – you can add as many items to your cart as you like. However, please note that the maximum weight of a single parcel is 30 kg. If the total weight of your order exceeds this limit, it will be split into multiple parcels and shipped separately. For wholesale orders, we encourage you to contact our customer service team – we’ll be happy to prepare a personalised and competitive offer for you.
9. Can I place an order on behalf of a company? Yes, it is possible to place an order on behalf of a company. When placing an order, in the payment details section, select the ‘Invoice required’ option and fill in the company details. We send invoices for all orders, including company orders, by email to the address provided when placing the order.
1. How do I request a return? Please contact our customer service team to arrange a pickup.
2. How can I return the rug? We arrange the collection of the package through DX Delivery, but we need a date when the courier can come (Monday to Friday). When collecting the package, the courier will have all the necessary documents with them.
3. Who covers the return costs? If the return is reported within 30 days, the return costs are covered by the seller. After this period, the case is treated as a complaint.
4. How should I prepare the item for return? Please pack the item the same way it was delivered – roll up the rug and wrap it in the foil it came in. For larger rugs, please fold them in half first and then roll them up. Seal the open edge with tape. If the original packaging is damaged or missing, you can use stretch foil instead.
5. When will I receive a refund after returning the item? The refund is usually processed within a few working days after the returned item has been identified at our warehouse. Once the return is received and verified, we initiate the refund to the account used for the original purchase.
6. Can goods be returned if the order was placed by a company? If the return is reported within 30 days, the item can be returned and the return costs will be covered by the seller. After this period, the case is treated as a complaint. In the event of a complaint, we reserve the right to verify whether the product was used in a manner typical of collective or institutional use, which may be considered professional use. In such cases, standard warranty conditions may not apply. If you have any doubts, we encourage you to contact our customer service department.
1. How do I choose the right product size? Start by measuring the space where the rug will go. Make sure it doesn’t interfere with doors, furniture, etc. Check that there’s enough clearance between the floor and any doors. Also consider whether your furniture should sit entirely on the rug—if so, include that in your measurements. All dimensions (length, width, height) are listed in the product description.
2. How do I care for the rug? Regular cleaning and vacuuming ensure long-lasting use. Any spills or stains should be wiped away immediately with a damp cloth or sponge to prevent them from penetrating the rug’s fibers.
3. Are the rugs suitable for outdoor use? If a rug is suitable for outdoor use, this information is always indicated in the product description. Such rugs are labeled as ‘outdoor’ or ‘for exterior use’.
4. Do you offer custom-sized products? You can choose a size from the list of available options in the product listing. Unfortunately, we do not accommodate custom orders.
5. Can the rugs be machine washed? This information is provided in the product description. Some rugs are suitable for hand washing only. If in doubt, please contact us.
6. My rug is slipping – what can I do? Small rugs can shift easily – we recommend using a non‑slip rug pad available in our range.
7. Is the rug safe for children and pets? Our rugs are OEKO‑TEX certified, which means they contain no harmful substances and are safe for health—including for children and pets.
8. What should I do if the rug has creases? You can try rolling the rug in the opposite direction (pile side out) and leave it like that for a few days. You can also try gently stretching it.
9. Are the rug photos and their colors true to life? We take high‑quality photos and strive to capture every detail as accurately as possible. However, the colors shown can vary due to factors beyond our control, such as your monitor or display settings.
10. What should I do if a product is unavailable? Some products are restocked regularly, so if the item you’re interested in is temporarily unavailable, please contact our Customer Service Department. We’ll be happy to provide you with an estimated date for when the product will be back in stock.
11. Can rugs be used with underfloor heating? Yes. All our rugs can be used on surfaces with underfloor heating, provided the temperature is set within a normal range (up to 40°C).
We value your privacy
We use cookies to improve your browsing experience, display advertisements or customised content, and analyse website traffic. By clicking “Accept all”, you consent to our use of cookies. You can change your choice at any time by clicking “Customise”. To learn more, please see our Cookie Policy and Privacy Policy as well as how Google processes personal data.
