Step 1: Email or call us to log an item return within 14 days.
Step 2: We then email or post your instructions and prepaid postage labels. The rug will be collected from your home or you can leave it to a
local UPS drop-off point. Locate your local drop-off point here.
Step 3: Refunds will be processed in 24 hours of us receiving
** For details on returning a customer-defined size for a Made To Measure rug please click on the 'Returns & Refunds' tab below.
The lead time for Made To Measure rugs is 6 - 10 weeks (depending on size). We appreciate that it is quite a wait but each rug is handmade in Morocco in a traditional way, and it simply takes time. The quality and softness of the rugs are astounding.
Using our made to measure service allows you to specify;
Due to the 6 - 10 week lead time when ordering Made To Measure we ask for half payment (50%) when your order is placed with the balance due when the rug is made and ready to dispatch.
Rugs are large and heavy but we charge a flat fee of £10 per rug (regardless of size) for shipping. This applies across our entire shop, all rugs.
Once packed and ready for dispatch we will email you a UPS Tracking Number.
Customer Defined Made To Measure Rugs
With Made To Measure, we only want you to keep a rug if you love it. If for any reason you are not satisfied with your rug you can return it within 14 days from receipt of the item.
Please Note: On all customer defined Made To Measure returns you will be charged a 15% restocking fee on the purchase value of the rug plus **shipping costs.
You may feel this is harsh but there is considerably more time and effort involved in managing and overseeing custom Made To Measure orders.
Having the option to return a Made To Measure (bespoke) order is rare as most companies do not allow it. We offer it to show you our level of confidence in the quality of our rugs and we only want you to keep a rug if you love it.
** Shipping Costs
Shipping costs are charged at a flat fee of £10 per rug (regardless of size) per trip. This applies across our entire shop, all rugs.
Sending out from CJ Rugs to You is £10 (Trip 1).
Returning to CJ Rugs from You is £10 (Trip 2).
Alternatively, when returning an item you can arrange to ship the item if you prefer to do so and will not be charged £10 for Trip 2.