Step 1: Email or call us to log an item return within 14 days from when you receive an item.
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 after we receive the item.
** 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 5 - 8 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 5 - 8 week lead time we ask for half payment (50%) when your order is placed with the balance due when your rug is made and ready to dispatch.
Delivery to England and Wales and parts of Scotland is Free. Some remote regions incur delivery costs. Please see our delivery details page for details. Once packed and ready for dispatch we will email you a UPS Tracking Number.
Made To Measure Rugs (where customer specifies the size)
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 when you receive an item.
Please Note: On all customer defined Made To Measure returns you will be charged a 10% restocking fee on the purchase value of the rug.
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.
Return Shipping Costs
There are no return shipping costs. Return of items is managed through our courier at no charge to you.