Delivery & Returns

Where we deliver

We deliver throughout Great Britain for most items (including Northern Ireland). We use DHL, DX and UK Mail for deliveries and ship direct from our manufacturers to your door to keep delivery times to a minimum.

Standard delivery times

The products we sell are high quality and many are made-to-order and hand finished. Please check below or on the product pages for delivery times. We ship direct from the manufacturers to you.

Next Day delivery*

We now have an ever-increasing number of products at 90cm in length available for an upgrade to Next Day Delivery. You will see, once you have chosen your product, whether your product has that option. (Please note, next day is next working day, ie Saturday orders will be delivered on Tuesday, and orders must be placed by 2pm during the week)

Door Thresholds, Nosings & Matwells

Stair Rods

Any stair rods where you have chosen the length for us to cut are NON-RETURNABLE.

Carpet Binding & Accessories

Any EasyBind are NON-RETURNABLE.

Confirmations and notifications

When you place your order online, you will immediately receive an automated payment confirmation. Your order will be processed and confirmed by our customer service department via email the next working day 9am-5pm. In order to get your order to you as quickly as possible, we ship direct from the manufacturers to your delivery address using DHL/UK Mail. Please find below the normal delivery times.

We will email you your parcel tracking details once your order has left the factory. We ship direct from our manufacturer to minimise the time it takes. Occasionally, lead times may vary.

Bank Holidays

We are closed on bank holidays and orders placed then will be processed the next working day i.e. Mon-Fri 9am-5pm.

Delivery charges

We provide free of charge delivery for many of our products, including door thresholds and stair rods, dependent on your postcode and order value.

Orders over £100.00 in value are delivered free of charge to most UK mainland addresses. Under £100.00 the charge is £8.95 including VAT. In the checkout you maybe able to upgrade to a Next Day Delivery, depending on the items you have purchased.

For Northern Ireland, the Highlands and certain Scottish postcodes and off-shore islands a fixed delivery charge of £15.00 including VAT is charged for most items. For the Isle of Man and Channel Islands a fixed charge of £20.00 including VAT is charged for most items. However, we are unable to supply items from the Feline or AL range of thresholds to non- mainland addresses.

In order to secure a volume discount, we use certain carriers. We pass on these discounts to our customers. Please note we do not make profit on our delivery charges.

Taking delivery of your order

If it is likely that nobody will be available to accept your delivery then it is best to complete a different delivery address to the billing address e.g. place of work or a neighbour, at the time of ordering. Please untick the box in the basket accordingly. Alternatively, you can provide brief instructions in the basket where to leave it if you are out; we suggest the place needs to be secure as this is at your own risk. The carriers are not allowed, for security reasons, to follow any written instructions left for them at the delivery address and therefore your parcel in this situation would be returned to the depot and a calling card left.

How to arrange a return

Should you wish to change, cancel or return your order, information on how to proceed is available in our terms and conditions section 9.

There is a 28 day returns policy as explained below. All returns need to be received in excellent, re-saleable condition and should not be cut or used:

1. Email us within 14 days of delivery of your order, telling us (a) your order number (b) what you wish to return and (c) the reason why.
2. Items that have been cut to size; for example, Stair rods or Easy Bind are not returnable

START A RETURN: 

Or if your item is less than 205cm Long, just scan or click the QR code below, and organise a chargeable return via our App "Stampfree".

If your item is over 205cm long, please get in touch to see if we can help you organise the return, 0330 113 4909. 

Smartphone users can scan or click on the QR image. You can also type in the following number 07344 523337 into WhatsApp and say "Hi" to start the process.

We operate a 30-day no-quibble return policy . You must take reasonable care of the goods and return them,  securely packaged and in saleable condition.

When returning the item back to us, make sure your order number is clearly visible on the outer packaging. The goods must be re-wrapped, watertight and unable to bend for their journey back to us and we recommend you use a signed for service (if you don't use our service) and that you adequately insure the goods for the return journey so that the full value is covered in event of loss or damage.

Proof of sending is not proof of delivery.  

How to return goods yourself

For unwanted goods,  If you would like to start a return, then please just log into your account at the top right of the page or on a Mobile in the Menu button. or contact us by emailing, or via the post, within 14 days of receipt (starting the day after delivery), to let us know that you will be returning goods and the reason for the return.

You must take reasonable care of the goods and return them, at your own expense, securely packaged and in saleable condition, to the Returns Address shown below.

• ParcelCompare
• TransGlobal
• DHL
• ParcelForce

We recommend that you use a recorded delivery service and that you adequately insure the goods for the return journey so that the full value is covered in event of loss or damage. If you use our service above,  the courier will arrive with the label.

Returns Address

Rugs Direct Online Limited

Unit 37a
Monument Business Park
Chalgrove
OX44 7RW

Once we have received your return, it may take upto 3-4 days for the refund to show in your bank, depending on the Bank you use.
Items that have been specifically made for example, stair rods, easybind, opened underlay etc, cannot be returned or refunded.

1. All returns are inspected on receipt and checked that they are suitable for re-sale. Refunds are then issued quickly to a customer’s payment card within 2-3 working days. In the event that the product has been used or shows signs of usage or damage occurring in transit due to inadequate packaging. (strong plastic and strong tape must be used) Then no refund will be issued.

Got a question?

Please do get in touch with us via email at [email protected] and make sure you reference your email with your order number.