Frequently Asked Questions
Frequently asked questions
Quick answers to the questions we hear most often. Can't find what you're looking for? Contact us — we usually reply within 4 working hours.
Delivery
How long will my rug take to arrive?
2–3 working days for standard UK mainland delivery. 3–5 days for Northern Ireland and 5–7 days for off-shore islands.
Is delivery really free?
Yes — UK mainland delivery is free on every order, no minimum spend. Northern Ireland and UK off-shore islands are a flat £21 regardless of order value.
Do you offer next-day or express delivery?
Not at this time. We only offer standard 2–3 working day delivery.
Do you deliver to my postcode?
We deliver to all UK mainland postcodes plus Northern Ireland and off-shore islands. See Areas We Serve for region-specific timings.
Will I have to sign for delivery?
Standard delivery doesn't require a signature — couriers will leave it safe or with a neighbour unless you tell us otherwise.
Can I track my order?
Yes. You'll receive a tracking link by email and SMS within 60 minutes of dispatch.
Returns
Can I return my rug?
Yes — 30 days from delivery. Buyer arranges and pays return postage, and we deduct a servicing fee (£5 for rugs ≤120cm, £12 for rugs ≥160cm) from the refund to cover our outbound delivery and handling. See Returns Policy for the full process.
Why is there a servicing fee on returns?
UK mainland delivery is free at point of order. The £5 or £12 fee (based on rug size) covers the original outbound delivery cost plus our pick, pack, and dispatch handling. This way we can offer free outbound delivery to everyone without it being subsidised by people who keep their rugs.
How much does return shipping cost?
It depends on the courier you choose and the rug size. Royal Mail tracked is usually £8–15 for a medium rug; Parcelforce or DPD for larger rugs runs £15–25.
Do you provide a free return label?
No. Return shipping is the customer's responsibility — you arrange the courier and pay the cost. We recommend a tracked service for proof of postage.
What if my rug is damaged on arrival?
That's a different case. Email help@rugsfactory.co.uk with photos within 48 hours and we'll arrange a free replacement or full refund at our cost — no servicing fee, no return shipping cost.
How long does a refund take?
Refunds (minus servicing fee) land in your account within 5 working days of us receiving the rug back.
Product quality
Are your rugs machine-washable?
Most of our rugs are machine-washable up to a certain size. Each product page lists the exact care instructions for that rug.
Are they safe for kids and pets?
Yes. All our rugs are tested to UK safety standards, use non-toxic dyes, and have non-slip backing. Many are specifically designed for high-traffic family homes.
Will the colours fade?
Our rugs use colour-fast dyes designed to resist fading. Rotate the rug 180° every month to distribute any sun exposure evenly.
Underfloor heating compatible?
Yes — all rugs in our range are safe for underfloor heating systems.
Sizing & styling
What size rug do I need?
See our Size Guide for room-by-room recommendations with diagrams and dimensions.
The colour looks slightly different than the photo — why?
Screen calibration varies between devices. We aim for accuracy but slight differences can occur. If you're not happy, our 30-day returns apply.
Payment & security
What payment methods do you accept?
Visa, Mastercard, American Express, Apple Pay, Google Pay, and Shop Pay. All payments are secured with SSL encryption.
Is my data safe?
Yes. We never store full card numbers and we never sell your data. See our Privacy Policy.