Shipping policy

Shipping Policy

We’re a small family business with a large retail showroom and distribution warehouse. We typically hold 1,500+ rugs in stock, with further stock held at supplier warehouses. Delivery times can vary if an item needs to be transferred between locations; estimated delivery timeframes are shown on each product page under the rug sizes.

Despatch & Delivery Timeframes

Once your order is booked for delivery, most rugs arrive on the next working day. Larger sizes and deliveries to Northern Ireland, the Scottish Highlands or Offshore Islands typically arrive within two working days from despatch. We’ll email tracking details as soon as they’re available.

Domestic Shipping Rates & Estimates

Mainland UK (England, Wales and Scottish addresses not classed as Highlands or Islands)

  • Orders over £150: Free delivery
  • Orders under £150: £9.95 flat rate

Mainland UK is defined as all areas of England and Wales, plus Scottish addresses that are not designated Highlands or Islands.

Free Delivery Threshold & Returns

If your order qualified for free delivery based on its total value, and one or more items are later returned, your adjusted order total may fall below the free delivery threshold. Where this happens, the standard delivery charge that would have applied to the original order will be deducted from your refund. See our Returns & Refunds Policy for full details.

Northern Ireland

Shipping rates for Northern Ireland are shown at checkout. Delivery is typically two working days from despatch.

Scottish Highlands, Islands & Offshore

Unfortnately at checkout we are unable to automatically calculate and add delivery charges for regional rates. After you place your order we’ll confirm a single regional surcharge by email (with a secure payment link), based on the dimensions of the widest rug in your consignment:

  • Standard regional surcharge: £10
  • Large-item regional surcharge (rug width 230cm+): £30

Only one surcharge applies — the £30 rate replaces the £10 rate where relevant; they are never added together.

How this works with our Mainland delivery rates

  • If your order total is under £150: the regional surcharge (£10 or £30) is added on top of the £9.95 standard delivery fee.
  • If your order total is £150 or more: You pay only the regional surcharge (£10 or £30).

 

In-store Pickup (Free)

You can skip shipping fees by selecting local pickup at checkout. Collections are from: 11 Commerce Street, Glasgow, G5 8AB.

  • If a size is marked as “express delivery”, it’s usually ready within 24 hours; otherwise we’ll contact you when it’s ready.
  • Pickup hours: Mon–Sat 10am–5pm; Sun 12pm–4pm. Please bring your order confirmation email.

International Shipping

We ship internationally on a quote basis. Rates vary by destination and rug size/weight, so please contact us before purchase for a bespoke quote. Otherwise, we’ll be in touch after checkout to collect the relevant shipping fee.

Your order may be subject to import duties and taxes (including VAT) once it reaches your destination country. These charges are the customer’s responsibility.

Order Status & Tracking

When your order has shipped, you’ll receive an email with a tracking number. Please allow up to 24 hours for the tracking to activate, often tracking codes are not updated or live until scanned in at the courier's collection depot on the night of collection from our sore. If you have any questions, email info@love-rugs.com with your name and order number.

Returns, Refunds & Exchanges

We accept returns up to 28 days after delivery if the item is unused and in its original condition. Please contact us within 14 days of receipt to notify us of your intention to return. Refunds are processed in line with our Returns & Refunds Policy.