Shipping & Returns

Our Delivery Options & Instructions

We at whichRug we offer STANDARD DELIVERY to our customer in majority of UK cities within 5 business days using UK Mail, XDP, Tuffnells, and TNT. At the checkout, you will be presented with delivery options available to you. We know you are excited about your new Rug so we endeavour to despatch all order the same day we receive clear payment so you can enjoy your Rug. Order placed before 10 am with Next Day delivery option selected at the checkout will be despatched the same working day otherwise order will be despatched the next working day. 

Non UK Mainland Delivery

Delivery to the following areas will incur extra delivery costs calculated during the checkout.

Area Cost
Northern Ireland £13.99
Republic of Ireland £16.99
Isle of Man £24.99
Isle of Wight £24.99
Jersey & Guernsey £24.99
Remote Scottish Islands including Shetland and Orkney £24.99
Other UK Offshore Location £24.99

Delivery Tracking

When your item(s) are despatched, we will update you with a delivery tracking number allowing you to track your order.

Delivery Options

We offer following options to deliver your items based on your preference:

  • Delivery to the same address as your billing address
  • Delivery to a different address to your billing address such as your place of work
  • We can instruct the courier to leave your item(s) with a neighbour provided you email us and instruct us to explicitly do so
  • We can leave your items in porch, shed, or garage provided that you accept the full responsibiliy should item(s) go missing or become damaged as a result. This needs to be confirmed in an email.

Redelivery

If you are not available to recieve your item(s) at the first delivery attempt, the courier will leave a card informing you of their attempt of delivery. You will find a number on that card and you can arrange redelivery of your item(s) by calling that number. Please note the first redelivery is free however any further arrangement after the second missed delivery may be charged.

Return and Exchange Policy 

We are committed to our customers’ satisfaction. We will gladly refund or offer an exchange on any unused product returned within 7 days of Delivery of your order. We may request you to provide us with Proof of dispatch and the product is received in reasonable conditions. 

If you decided to return your purchased Item, please follow the return process as described. Once your return process is completed you will be issued a Return Authorisation Reference Number that you need to send out with the product. We will not accept any products arriving without an RA Number. 

Notes on Returns  

  • Do not fold the rug.
  • The returned item must arrive in the same condition as sold. If it is soiled or damaged, There will be no refund and that will incur extra charges to return the Rug to the customer.
  • No returns will be accepted without a Return Authorisation Number. 
  • No returns will be accepted after the 7 day period has expired.
  • Clearance, On Sale, Personalised and custom-made rugs are not returnable unless there is a defect. In that case, We will provide you with a replacement. 
  • Any accessory, including anti slips and stain removers, purchased must be unused and unopened should you decided to return them.
  • Delivery charges cannot be refunded. 
  • Cost of return must be paid by customer
  • Customer must ensure the item is packaged in the same way it has been recieved to avoid any water damage or damage in transit.
  • No refund will be issued for Items damaged in transit, badly wrapped, or folded.

You have 7 days to return your item from when you are issued the return authorization number. Customer is responsible for the courier charge. Please note that all refunds will be made back to the original card used to make the purchase. your refund will be processed when the product is received by us in its original packaging and in a resalable condition, with a completed returns label. This may take up to maximum of two weeks.

Return Process

  1. Read the above instructions.
  2. Login to your account.
  3. Go to Orders 
    1. select the order you wish to return if you want to see the full details of your order; go to step 4.
    2. Alternatively, Click on Return Item(s) button, and go to step5
  4. When the order displayed, at the bottom of the page above Total click on Return Item(s) button.
  5. Please fill in the form and submit your Return Request.
  6. We will review your request and will issue a Return Authorisation number.
  7. Once you received the RA Number Print it and attach it to your package before sending it to us.