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Delivery & Returns Policy


We want you to be delighted with your purchase, so if you are not completely happy, you may return it to us within 14 days of receipt for a full refund or exchange - provided that the item is returned complete and in original condition.

RUGS & KELIMS + can collect the item from you; the collection cost is £25.00 on rugs within the UK.  

Charges may be incurred for return delivery on shipping from outside of the UK.

To return an item, you must first contact us. If you require us to collect we will then arrange for the delivery company to collect the item from you. Returns can be collected from your home, work or alternative address.

It is recommended that you keep the original packaging in order to make returning items easier. 

Cancelling orders
If you place an order for an item that is to be personalised by Handmade Rugs Ltd on your behalf, we regret that you will be unable to cancel the order. We are also unable to accept returns of personalised or bespoke items. If you personalise an item after purchase from Handmade Rugs, we will be unable to offer a refund.

You have the right to return or exchange your item with us within 14 days of purchase.
1. You must notify customer care by email of your wish to return or exchange your order under the DSRs any time after your order has been placed, up until 14 working days from the day after you received you order.

2. On receipt of your notice of order cancellation or exchange, one of the members customer care team will get in contact to confirm the return and refund amount/item exchange.

3. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them. We also recommend that you use a secure trackable shipper and that you retain proof of sending, in case of a dispute.

4. All items must be returned with all tags, in their original condition.

There is no charge to exchange items for a different size, however all exchanges are based on stock availability.

Receiving a refund
Your refund will be credited to the original purchaser's credit card account and will include shipping costs for faulty items or for orders cancelled under the DSRs only. Shipping costs will not be refunded for items that are not faulty or wrongly delivered.
Please note card refunds may take up to 7 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.
Pay pal refunds can take up to 10 days for refunds to clear.

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