FAQ
Quick answers about delivery, returns, made-to-order rugs and caring for your rug. Can't find what you need? Email info@rugsdepot.co.uk with your order number and we will help.
Ordering & delivery
How much is delivery?
Standard delivery is free on every order, with no minimum spend. See our shipping policy.
How long will my rug take to arrive?
It depends on where the rug ships from — every product page shows which applies:
- London stock is held in our Enfield warehouse and dispatched within 1–2 business days. UK delivery takes 2–5 business days.
- UK partner stock is processed within 1–2 business days and delivered in 2–5 business days.
- Made-to-order rugs are produced after you order and delivered within 30 days.
How do I track my order?
We email a tracking link as soon as your order is dispatched. You can also check your order from your account or our order status page.
Do you deliver outside the UK?
Yes. Estimated delivery is 5–9 business days to the EU and 7–14 business days elsewhere. Customs duties or import taxes may apply outside the UK and EU and are paid by the customer. See our shipping policy.
What does "made to order" mean?
Our designer washable rugs are made for you in the size you choose, so we can offer more than 1,600 designs in ten sizes. Production starts when you order, and we email tracking when your rug ships.
Returns & refunds
Can I return a rug?
Stock rugs (London stock and UK partner stock) can be returned within 14 days of delivery if unused, unwashed and in their original condition and packaging. UK returns are free for standard orders.
Made-to-order rugs are produced for you, so they are non-returnable unless they arrive faulty, damaged or incorrect.
How do I start a return?
Email info@rugsdepot.co.uk with your order number, the reason for the return and photos if relevant. We will send return instructions. Once approved, please send the rug back within 14 days using a trackable service.
My rug arrived damaged or faulty — what should I do?
Tell us within 48 hours of delivery and include clear photos. Once confirmed, we will send a replacement or give a full refund, including shipping costs.
When will I get my refund?
Refunds are processed within 5–10 business days after we receive and inspect the returned rug, to your original payment method. Read the full refund policy.
Rugs, sizes & care
Can I really machine wash a washable rug?
Yes — our designer washable rugs can be machine washed at 30°C on a gentle cycle with mild detergent. Do not bleach or tumble dry; air dry flat and put the rug back once it is completely dry. Always follow the sewn care label. Large sizes may need a large-capacity machine.
Will the colours look exactly like the photos?
We work hard to show colours accurately, but screens, lighting and production batches cause small variations. Made-to-order rugs are shown in room settings to help you picture them, so colours can differ slightly from the finished rug.
Which size should I choose?
Our rug size guide covers every room. You can also set your size once with the Any size button at the top of the page to see prices for that size everywhere.
Which fibre is right for me?
See our rug fibre guide for a comparison of polypropylene, polyester, chenille, wool, jute and more.
Do I need an underlay?
On hard floors we recommend a non-slip rug underlay. It keeps the rug in place, adds cushioning and helps protect the floor.
Trade & wholesale
Do you sell to trade customers?
Yes — retailers, interior designers and hospitality buyers can contact us through our wholesale page.