Delivery & collection

At Carpetrug, we aim to make delivery as straightforward and reliable as possible. Whether you’re ordering a rug or a cut-to-size carpet, we want you to know what delivery will cost, when to expect your order and how we’ll help if something goes wrong.

This policy explains our delivery charges, processing times, shipping arrangements and collection options.

1. Where We Deliver

We deliver to addresses throughout the United Kingdom, including England, Scotland, Wales, Northern Ireland and UK island destinations covered by our delivery service.

Orders are delivered to the address provided during checkout.

Please make sure your delivery address, postcode and contact details are correct before placing your order.

2. Delivery Charges

Our standard delivery charge is £9.95 per order across our supported UK delivery destinations.

Standard delivery: £9.95 per order.
Free delivery: Not currently offered.
Free delivery threshold: None.
Additional carpet surcharge: None.

The delivery charge is added to your order and clearly displayed at checkout before you confirm payment.

We do not add undisclosed delivery fees after an order has been placed.

3. Order Processing Times

We normally prepare orders for dispatch within 1–2 working days.

Our processing days are Monday to Saturday, excluding applicable public holidays.

Daily order cutoff: 5:00 PM UK time.

Orders placed before 5:00 PM on a working day will normally enter processing that day.

Orders placed after 5:00 PM, on Sundays or on public holidays will normally begin processing on the next working day.

Processing includes checking your order, preparing the product, packaging it securely and arranging dispatch.

4. Estimated Delivery Times

Our standard UK delivery estimates are:

Delivery stage	Estimated time
Order processing	1–2 working days
Shipping and transit	2–3 working days
Total estimated delivery	3–5 working days

For these estimates, our working schedule is Monday to Saturday, excluding applicable public holidays.

Most orders are expected to arrive within 3–5 working days.

These times are estimates rather than guaranteed delivery dates. Occasionally, deliveries may be affected by severe weather, public holidays, transport disruptions or other unforeseen circumstances.

If we become aware of a significant delay, we’ll contact you as soon as reasonably possible.

Where a specific delivery date or period has been agreed with you, your rights concerning that agreement remain unaffected.

5. Shipping Carriers and Large Carpets

We use suitable delivery services according to the size, weight and destination of each order.

Royal Mail is one of our nominated delivery providers for parcels that meet its size and weight requirements.

Larger rugs and oversized carpet rolls may require alternative or specialist transport arrangements.

Our advertised standard delivery charge remains £9.95 per order.

If we are unable to arrange delivery under the agreed terms, we will contact you promptly to explain the situation and discuss an appropriate solution.

We will not charge additional delivery fees without your agreement.

If we cannot fulfil your order, we will arrange a refund without undue delay and in accordance with your statutory rights.

6. Delivery Addresses and Access

Please provide a complete and accurate delivery address when placing your order.

If you notice an error after ordering, contact us as soon as possible at [email protected].

We will try to correct the address before dispatch where reasonably possible.

For larger rugs and carpet rolls, please ensure that your delivery address can be accessed by an appropriate delivery vehicle.

If you have concerns about access for a particularly large order, contact us before purchasing so we can discuss the available arrangements.

7. Delayed, Missing or Damaged Deliveries

If your order is delayed, missing, damaged or incorrectly delivered, please contact us.

Email: [email protected]

Please include your order number and a brief description of the issue.

If an item arrives damaged, photographs can help us investigate and resolve the problem, although they are not required for you to exercise your statutory rights.

We will review the issue and arrange an appropriate remedy in accordance with UK consumer law.

Goods remain our responsibility during delivery until they are received by you or someone you have identified to receive them, except where the law provides otherwise for a carrier independently arranged by you.

If your order is not delivered within an agreed delivery period, you may have the right to request delivery within a further reasonable period or cancel in circumstances provided by law.

Where no delivery period has been agreed, applicable UK consumer law generally requires delivery without undue delay and within 30 days of the contract being made.

If you are legally entitled to cancel because of a failure to deliver, we will refund the applicable payments without undue delay.

8. Collection by Arrangement

Collection may be available from our Shipley address by prior arrangement.

Collection address:

Carpetrug LTD
6 Bromley Road
Shipley, BD18 4DS
United Kingdom

Please contact us before travelling to confirm whether your order is ready and arrange a suitable collection time.

Our registered address is not a walk-in showroom.

9. Carpet Fitting and Installation

Carpetrug supplies rugs and carpets but does not currently provide a carpet fitting or installation service.

Customers are responsible for arranging any required fitting independently.

If you need help understanding a product’s dimensions or specifications before ordering, please contact us.

10. Returns and Refunds

If you wish to return a product, request a refund or report a faulty or incorrectly supplied item, please see our Returns, Refunds & Exchanges Policy.

We offer a voluntary 30-day return policy for eligible standard rugs. Your statutory cancellation rights and rights relating to faulty goods remain unaffected.

Returns & Refunds Policy:

https://carpetrugco.com/returns/

Nothing in this Delivery & Collection Policy excludes or limits your statutory consumer rights.