Shipping policy
Where we ship
We currently ship to addresses in the United Kingdom.
Where your rug comes from
Our rugs are made by hand in India and shipped to you from our fulfilment partners. We say this up front because it affects delivery times — and because the short supply chain is the reason our prices are what they are.
Delivery times
We process orders within 2–3 working days, and delivery takes a further 5–7 working days. So from placing your order to the rug arriving is typically 7–10 working days.
| Stage | Time |
|---|---|
| Order processing | 2–3 working days |
| Delivery | 5–7 working days |
| Total | 7–10 working days |
Handmade rugs are occasionally delayed at the workshop. If your order will be significantly later than this, we will email you.
Duties and import VAT
The price you see at checkout is the price you pay. There is nothing further to pay when your rug is delivered.
Delivery of large rugs
Rugs are shipped rolled and are bulky. Larger sizes may be delivered by a two-person courier service rather than a standard parcel carrier, and the carrier will contact you to arrange a delivery window.
Please unroll your rug on arrival and let it settle — see Rug Care.
Tracking
You will receive a dispatch email with tracking as soon as your rug leaves us.
Problems
If your rug hasn't arrived within the estimated window, or arrives damaged, email support@rugcraftworks.com with your order number. For transit damage, photographs taken before you fully unroll the rug help enormously with the carrier claim.
Returns address (UK) Rug Craftworks Returns Unit 242, Aylesford Business Centre The Coach Works, Old Mill Lane Aylesford ME20 7DT United Kingdom
Please email support@rugcraftworks.com before sending anything back, so we can log the return against your order.
Bloom Technologies Ltd · support@rugcraftworks.com