1. MAKING A PURCHASE
You can make a purchase by browsing our website and adding products to the shopping basket. You then have the option to place your order online or over the phone on 01388 663738. Full payment is taken at the point of order.
2. PRICE PROMISE
If you purchase a rug from us and find it cheaper (including delivery costs) on the website of another VAT registered retailer within the UK and you notify us within 7 days by e-mail we agree to refund you the difference plus an additional £5.00.
a. The rug must be avaliable for sale online and be identical in terms of name, design, size and quality.
b. The online retailer must have the rug in stock.
c. Our price promise does not apply to online auction website sellers and Non-UK online retailers.
d. Our price promise excludes flokati rugs, sheepskins and cowhides as these are generic products and can not be compared to inferior quality versions from other manufacturers.
e. Our price promise is valid for UK Mainland Deliveries only.
f. Our price promise offers are valid for 7 days from reciept of our confirmation email.
g. Our price promise can not be used in conjunction with any other promotional offers.
a) The delivery time will vary depending on which rug(s) you choose to order. The estimated delivery time is displayed on the product page of each rug when ordering. Most orders are delivered within 7 working days but we do advise that you check the delivery time quoted on the product page for a more accurate estimate. The delivery time is also confirmed to you by email after you have placed your order.
b) Our standard free UK mainland deliveries take place between 9am and 5pm Monday to Friday. We are not able to specify a delivery timeslot on standard deliveries, however we do offer upgraded delivery services such as before noon, afternoon, evening and Saturday delivery at an additional cost should you require this.
c) Our couriers do require that you sign for your order upon delivery. We can only leave your rug without a signature if you email us stating that you will take full responsibility should the goods go missing or become damaged as a result of being left without a signature.
d) Once your rug is ready to be despatched a tracking e-mail will be sent to you allowing you to track your delivery status. We are reliant on our couriers fulfilling the delivery and therefore can not be held responsible for any error on their part. On the rare occasion that a delivery date is missed or a delivery error is made by our courier please contact us and we will do our best to resolve the problem.
e) If delivery is attempted and you are not available to sign for the goods our couriers may attempt to deliver your order to a neighbour. If you do not wish for your order to be left with a neighbour please contact us with this request and we will instruct our couriers to deliver to your address only.
f) If our couriers are not able to deliver your order they will leave a card through your door asking you to contact them to arrange re-delivery on a different weekday and will hold your package at your local delivery depot for 5 working days. You must contact the couriers within this period to re-arrange delivery. Faliure to do this may result in your order being returned.
4. OFFSHORE DELIVERY COSTS
When making your purchase you can select from a variety of offshore delivery options. The price we quote for of each of these options on our website is based on a maximum shipping weight of 15kg. If you make a purchase via our website and your total shipping weight is over 15kg we may contact you with a revised shipping quote. You are not obliged to accept this revised quote and may cancel your order with no penalties if you wish. You are most welcome to contact us for a shipping quote before placing your order if you envisage your total shipment weight exceeding this 15kg limit (i.e. if you are purchasing very large rugs or a reasonable quantity of smaller rugs).
5. OUT OF STOCK ITEMS
We do our very best to ensure that the vast majority of our rugs are in stock and ready to be despatched, however occasionally we may be out of stock of a certain design / size. If this is the case we will notify you by e-mail with an estimated delivery date for your chosen rug as well as option to choose an alternative rug or get a full refund. You may call our sales team on 01388 663738 if you would like to check to see if a certain rug is in stock before ordering.
6. PRODUCT REPRESENTATION
a) Please be aware that due to the nature of the manufacturing process on hand-made rugs there can be some slight colour, pattern and size variation (up to +/- 5%).
b). Pattern variation can occur in some rugs depending on the size you order, ie smaller size rugs can display less pattern; larger size rugs can display more pattern.
c) The inclusion/exclusion of an outer binding on machine made rugs can sometimes vary on each manufacturing batch.
d) During the photography process we do make every effort to accurately reproduce the appearance of each rug we sell. However circumstances such as lighting conditions and computer monitor display settings can affect how colours are displayed. The interpretation of colour descriptions is subjective and will vary from person to person - any description of colours on our products are our own colour interpretations, or that of the product manufacturer. We are unable to cover return costs due to any perceived variation of colour within our photography or colour descriptions.
e) The size of all products is displayed in centimetres as the accurate measurement; any feet and inch size shown are approximate conversions of the centimetres size.
Under the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013, goods purchased can be returned for a FULL REFUND*. Customers must inform us in writing (email or letter) of their intention to return goods within 14 calendar days from the day the order is delivered. The customer is responsible for arranging the return and the return postage costs. We recommend returning goods via a courier service such as Parcel Force. When returning goods please ensure they are well packaged. If goods are returned in used, dirty or damaged condition no refund can be issued.
Please note the following:
*Custom Made Rugs are non-returnable.
*Any free gifts such as Anti-Slip Underlay or Scotchguard Stain Protection should be returned unused with your order. If free gifts are not returned the full retail cost of these items will be deducted from the refund.
*We can not refund upgraded delivery payments (eg. International, Offshore, Saturday, Before Noon).
8. DELIVERY ERRORS / SHORTAGES
In the very unlikley event that:
a. The wrong rug design or size has been delivered to you;
b. There is a shortage in delivery;
Please notify us promptly and we will offer the following remedies:
a. If the incorrect item has been delivered we can arrange to have it collected and replaced with the correct item. We will arrange a specific day with you for the collection to take place. Collections are between 9am and 5pm, we are not able to arrange a more specific timeslot. Collections can be arranged on any day excluding weekends and public holidays. Replacement goods are despatched after incorrect goods have been collected. We can only collect goods from within the same country that they were originally delivered to.
b. Make good on any delivery shortages. All delivery shortages will be checked against our despatch notes and shipping logs for verification.
9. DAMAGED GOODS
All items are inspected before despatch to ensure they are free from damage. Upon delivery you are responsible for checking that the goods have been received in good condition before signing for them. If the goods or packaging appear to have been damaged you must sign for the goods as “damaged” with our couriers. If the goods can not be checked you must sign for the goods as “unchecked” with our couriers. If damaged goods are signed for as "recieved in good condition" we are not able to claim with the couriers and therefore we are not able to replace or refund the goods. Any damages must be reported to us within 48 hours of delivery. Damaged rugs will be collected and replaced like for like. Collections are Monday to Friday between 8.30am and 5.30pm. We are able to arrange a suitable day for collection but unfortunately we are not able to specify a collection time.
10. YOUR RIGHT TO CANCEL
a. Under the Consumer Rights Directive you have a 14 calendar day cooling off period in which you may cancel your order. Please refer Section 8 of our website terms and conditions for information on returning goods. Refunds are processed within 14 days from the date of cancellation.
b. Custom Made Orders - Custom made goods can not be cancelled or returned once an order has been placed and payment has been made.
11. OUR RIGHT TO CANCEL
We may cancel the contract between us if:
a. The goods you have ordered are unavailable for any reason;
b. We do not deliver to your area; or
c. One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit or debit card as soon as possible. We will not be obliged to offer any additional compensation for disappointment suffered.
12. OUR LIABILITY TO YOU
a. Limitations on our liability to you
You are responsible for observing and complying with all applicable regulations and legislation which affect your purchase and subsequent use of our goods. This includes obtaining all necessary customs, import or other permits to purchase goods from our site. Certain national laws may prohibit the importation or exportation of certain of our goods to you. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
Please note that nothing in this section of these terms and conditions is intended to limit any rights you might have as a consumer or other statutory rights that may not be excluded by law, nor in any way to exclude or limit our liability to you.
13. THINGS YOU SHOULD KNOW
a. Events beyond our control
We shall have no liability to you for any failure to deliver or collect goods or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control.
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
d. Third party rights
A person who is not a party to this contract has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this contract but this does not affect any right or remedy of a third party that exists or is available apart from that Act.
e. Governing law
The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.
f. Entire agreement