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Terms & Conditions

Sales Hotline 8am - 8pm 01527 578804

Conditions of Sale - Terms and Conditions

Privacy Policy

We do not store credit card details nor do we share financial details with any 3rd parties.

Refund / Cancellation / Returns Policy:

If you are not completely happy or have changed your mind with an item you have purchased from us, you can return it for full refund you will need to inform us by email within 14 days from the date the order is delivered to you and state if you wish to return it yourself or via a carrier at your own cost.

We recommend returning your item via a reputable carrier who will collect the item from your address and deliver it back to us. You are responsible for return cost. As a guideline an average size rug (120 x 180cm) can be returned for approximately £10 using a reputable carrier and once the item is received back in its original condition and packaging we will arrange to refund by the same payment method.

If you wish to return an item please email us at - we will then confirm the return with you and send you all of the instructions and labelling you will need to ensure the return goes as smoothly as possible.

*Please Note: Made to measure and custom made items are non-returnable.


If you would like to exchange your item for a different design or size please follow our normal returns procedure above, but just mention in your email to us that you wish to arrange an exchange. Once we receive your item back we will then contact you to arrange the exchange and despatch of your new item.

Payment Flow Policy:

Payment is taken in full at the time of order.

Delivery Policy:

  • Delivery to UK mainland is FREE.
    We offer a free standard UK mainland delivery typically Monday to Friday 9.00am to 5.00pm if you would like to upgrade your delivery other options are available at our checkout at an additional charge.
  • When will I receive delivery?
    Our aim is to get your goods to you as quickly as possible the estimated delivery time is displayed on the product page of each rug when ordering and is also show when you add the item to your shopping basket.
  • How will I know the day of my delivery?
    When your order is despatched a delivery tracking number is e-mailed to you. This allows you to track the progress of your delivery and see which day your order will arrive. If you do miss the first delivery attempt our couriers will leave a card through your door giving you the ability to re-arrange the delivery on a day that suits you at no extra charge.
  • Can my delivery be left in a safe place with a neighbour or to my work place?
    Please confirm in the delivery instructions box of your order if you will not be home to sign for your delivery or if it is your work address, our couriers may try to deliver your order to a neighbour if you are not at home or in a safe place. If you do not wish for your order to be left with a neighbour please email or call us before we despatch your order and we will ensure that your order is delivered to your address only. Our couriers do require that you sign for your order upon delivery. If you are not going to be in to receive a delivery, we can forward on a request to the courier to leave your delivered item(s) in your designated safe space and you will need to leave a signed note for the driver on your door confirming this request. Your email to us requesting this change to your delivery must state that you will "take full responsibility should the goods go missing or become damaged as a result of being left without a signature".
    Please note: You will not be able to change the delivery details with the courier without prior written consent from us. If you would like to change the delivery address for example, you will need to write email us stating your order number as the subject of the email and requesting the delivery to be redirected to a different address.

Our obligations:

  • We will deliver your item(s) to you in the condition stated by us on this website i.e. new unless otherwise stated.
  • We will dispatch your item(s) to you in a timely fashion.
  • Please be aware that we cannot be held responsible for any errors caused by the courier. Even though we do use a reliable courier service, some delivery issues may occur that are outside our control.
  • In case of delivery failure and the failure of the courier to provide an adequate explanation to you, we will intervene on your behalf and rearrange delivery.

Your obligations:

  • Upon receipt of the item(s), it is your responsibility to check the condition of the package and packaging. If the item looks damaged or dirty from the outside, please do not accept it as we are unable to pursue claims against the courier if the item(s) is/are signed for. If you did not or could not inspect your item(s) when delivered, please make sure you sign for the item(s) and write a note next to your signature as ‘not inspected’.
  • Should you need to make any changes to your delivery details, you will need to inform us by email stating your order number as the subject of the email. An extra charge may be applicable in case the package has already been collected by the courier.
  • On the day of delivery, it will be your responsibility to track the item if you wish either via the courier’s website or by phone.
  • In case of delivery failure and the failure of the courier to provide an adequate explanation, please inform us immediately by email stating your order number as the subject of the email.

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Carpets Rugs & Runners • 8 Stourbridge Road • Bromsgrove • Worcestershire B61 0AB