Delivery & Returns – Rug Online

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Delivery & Returns

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail.  This means that we have received your order in our system and pre-authorized your credit card for the purchase.  As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate delivery.  If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for immediate delivery (within 5 business days), we will process the charges and submit the order for delivery.

Order Delivery:

If your order is stock and we process the charges to your credit card, it will ship within five business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at orders@rugonline.co.uk

Damages:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrived damaged, please send photos to returns@rugonline.co.uk and we will process an insurance claim on your behalf.

Exchanges:

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at returns@rugonline.co.uk.

Sale items:

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Gifts:

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Cancellations & Refunds:

If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. All orders cancelled after 24 hours are subject to a £20 administration fee, whether or not your order has delivered.  If you order has delivered, you (the buyer) will also be responsible for actual return delivering charges. You (the buyer) will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Late or missing refunds:

If you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at returns@rugonline.co.uk

Refunds will only be issued to the original credit card that you use when placing your order.