UK Delivery is free (excluding Highlands and Channel Islands). Items that are in stock will be delivered within 3-5 working days unless stated otherwise.
Items that are not in stock will be made to order. Lead times vary across our ranges, please refer to the ‘dispatch time’ stated on an individual product page. Please double check the product availability of your desired design and size before placing an order.
We can also deliver globally, with delivery times and prices available on request. Please contact us at firstname.lastname@example.org for a quote- please include your full address and details of the size/s and design/s you are interested in ordering.
Our returns policy is applicable for up to 14 days after delivery. If you contact us within this timescale, we can offer a refund providing our conditions are met. You are responsible for organising and paying for the return.
To be eligible for a refund, your item must be unused and in the same condition you received it in. It must also be in either the original packaging or packaged in the same way, ensuring the package is properly secured. If you received your item rolled, please return it rolled as folding may cause damage.
We do not offer returns on sale products or products that are made to order (any rug not labelled as ‘in stock’ in your size).
Please contact us at email@example.com to start a returns process
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within the stated number of days.
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 firstname.lastname@example.org
Only regular priced items may be refunded, unfortunately sale items cannot be refunded but can be exchanged.
SHIPPING YOUR RETURNED PRODUCTS
WHAT TO EXPECT FROM YOUR PRODUCT
Colours- Although every care is taken for accurate photography, screen colours can be deceptive and are to be used as a rough guide only. If you wish to verify the colours of a rug before purchase, please contact us at email@example.com and we can send you a video of the rug taken from various angles.
Shedding- It is normal for a rug to shed some fibres within the first few months of use. This will decrease over time and with regular hoovering. Shedding does not affect the overall structure of your rug, the fluff is just excess material caught in-between the yarns during the knotting process. This is a natural characteristic of the product.
Sizes (Hand Knotted and Hand Loomed rugs only)- The handmade nature of this product means sizes vary from rug to rug. Generally, the actual size of your rug will be within 12cm +/- of the width and length stated, but may be more for traditional pieces. If you require exact measurements of a stock piece, please contact us at firstname.lastname@example.org
Pile Depths- Please note pile depths are representative of the overall thickness of the rug, and are approximate only.
Rug Care- We are confident in the quality of our product, and if cared for properly, a hand knotted rug can provide decades of use. Please refrain from using harsh chemicals or carpet cleaner on your rug, as this can cause permanent damage. We recommend you follow the instructions stated in our cleaning and care guide https://bazaarvelvet.com/luxury-rug-care-guide/