Shipping to the US, Caribbean and South American addresses is made by UPS and will require a signature upon delivery. In-stock items are available for delivery in 5-16 business days (Monday to Friday), depending on stock location and your destination.

Rugs and wall-hangings delivery is a flat rate of $99 per order (no matter how many items in one order), with FREE delivery for cushions and catalogues.

International deliveries are charged by weight and are calculated at the checkout.

Made-to-order and custom pieces have a standard delivery time of 16-22 weeks (handknotted) and 10-14 weeks (handloomed). The estimated lead time can vary based on the complexity of the design and the rug size.

We want to ensure you are entirely happy with your purchase. You can return orders within 30 days of receipt for a full refund or exchange - provided that the item is returned complete and in original condition and is not custom or bespoke. The Rug Company will cover the cost of return shipping within the UK/ US/ EU for non-sale items, but original delivery cost will not be refunded.

To return an item, you must first contact us. We will then arrange for UPS 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 to make returning items easier. If you no longer have the original packaging, we can suggest alternatives, or we will send you new packaging free of charge.

Please note: Returns are not possible on any Custom or Bespoke items you have ordered in one of our Showrooms or online as these are specially commissioned items tailor-made to your specifications. To avoid disappointment, please check whether an item is returnable before ordering.

For security reasons we can only make refunds to the original payment method you used to place your order. Once the item has been returned to us, it typically takes between 3-5 working days for the return to be processed and the money to show in your account. Return shipping charges on Archive Sale, prototype and ex-display rugs are client's responsibility.

We accept Mastercard, Visa, American Express, Visa Debit, Maestro, Paypal, Apple Pay, Google Pay and Bank Transfer. We now also accept credit card payments in instalments with Splitit, with 0% interest. All payments are made securely online and your credit card details will not be saved.