Please read before using our site or placing an order

The Buying Contract

Placing an order

Make sure you have read and understand our terms as set out in this contract.

Please make sure to carefully read the information included with each product.

You will receive an order confirmation email to confirm that your order has been received. Please note that your order has not been accepted until payment has been taken.

Once your order has been received, an order confirmation will be sent to your email address. Please note that your order will not be accepted until payment has been taken. In the possibility that an item is out of stock on our website, the option to pre-order will be offered. Pre-orders are not treated differently to regular orders. Please note that there is an estimated wait period of 6-8 weeks for pre-ordered items. We request that you contact us for a more accurate delivery date. If the lead-time is longer than 8 weeks, our customer service team will contact you directly.

Description and Price of Goods

The product price and description will be as shown on our website at the time of your order. All prices are VAT-inclusive. For orders outside of the EU, customs will not be paid and are the responsibility of the customer. Speciality Rugs accepts no responsibility for duty fees on orders shipped outside of the UK and European Union.

Differences in computer monitors can result in colours showing differently across devices. With this in mind, Speciality Rugs cannot accept responsibility for colour variations between what is shown on our website and the product itself. In this case, the product is not faulty but can still be returned for a full refund, minus any courier fees if collection is arranged by Speciality Rugs.

Please note that is normal for piling and to occur within the first few weeks of owning your rug. It will cease over time. This is not a fault and is easily managed. Please refer to our Rug Care Guide for how best to care for your rug and its material:

A deviation of +/- 5% may occur on all standard sizes and custom-made rugs.


Please note that your rug will not be collected or dispatched until full payment has been received. Accepted methods of payment are card and PayPal.

Cancelling your order

Orders cannot be cancelled. We can however, possibly prevent the dispatch of your rug if notified as soon as possible. This is not guaranteed.

We strive to fulfill all orders, however, on the rare possibility that we must cancel your order, you will be informed by email or phone and we will provide a full refund, including any associated delivery costs. Orders may need to be cancelled in the event of the product(s) being out of stock or listed incorrectly due to an error.


Delivery is typically expected to take 4-7 working days. However, sometimes a longer delivery time could be expected, normally up to 28 days, with waits of usually between 6-8 weeks for pre-ordered items. This normally only occurs when an item is out of stock, which you will have been notified of on the product page, as well as your order confirmation. When your order has been dispatched, tracking information will be sent by email. Please note, if you ordered multiple items, each rug may arrive separately. For further details, please see our Delivery & Returns page:

Accepting Delivery

Our courier requires a signature in order to deliver your order, therefore it is important you are present for the time of delivery. If you will be out, then the driver will contact you in order to rearrange delivery. If you need to make any amendments to your delivery, we request that you contact the courier company directly. We cannot accept responsibility for any lost or damaged items, should you request for your order to be left in a designated area, for example, a shed or garage. We also hold no responsibility for incorrectly inputted delivery addresses or contact information at the time of ordering. Please note, you must accept your delivery in order to arrange a return.


Speciality Rugs stands by every item we sell. We want you to be happy with your purchase, however, if you are not satisfied for any reason then you may return your purchase within 30 days and we will issue a full refund. In order to return your rug, you can contact us at or +44 (0) 20 3405 1170 in order to arrange a collection. We ask you to ensure that your rug has been completely re-sealed in its original packaging. In the event that rug collection has been organised by Speciality Rugs, the return costs are the responsibility of the customer. You must accept the delivery of your rug in order to arrange a return. Failure to accept the delivery of your rug will result in a £50 fine. In order for a full refund to be applied, the product must be returned to us as new, completely sealed in its original packaging. In the event that the original packaging has been damaged, please contact us for replacement packaging. A refund will not be applied if the rug has been damaged in transit due to being left unwrapped or partly wrapped. As collection will be arranged on your behalf, we cannot accept responsibility for missed collections.

We cannot allow returns of any kind of made to measure or custom made rugs, this includes any item that has been made in a custom design, size or colour. If you are unsure about purchasing a custom rug, we ask that you contact us beforehand so we can assist you in choosing the right rug for your space.

Faulty Goods

If you believe that your rug is faulty, we ask that you first check our Rug Care Guide, which includes a list of normal things to expect with your purchase. Available here:

Incorrect Goods

In the event that the wrong rug has been delivered, we will arrange delivery of the correct item at the earliest convenience. It is important that you accept the delivery of the incorrect rug, in order for us to identify and resolve the problem as quickly as possible. We may ask for photographic evidence of the product before proceeding.

Last updated 28th January 2020.