FAQ
Frequently Asked Questions
Orders and Payments
Q: When is my payment charged?
A: Your payment is charged at the time you place your order.
Q: Can I change or cancel my order?
A: Before dispatch, please contact us as soon as possible. After delivery, your statutory 14‑day cooling‑off right applies, and we also offer a voluntary 30‑day return window from the date you receive the item.
Q: What payment methods do you accept?
A: Visa, Mastercard, JCB, American Express, Discover, and Diners Club.
Shipping and Delivery
Q: How much is delivery?
A: Free delivery on all orders to eligible UK addresses.
Q: How long does delivery take?
A: Processing 1-2 business days. Delivery 3-5 business days. Total: 4-7 business days.
Q: Where do you ship?
A: All UK postcode areas (England, Scotland, Wales, Northern Ireland). No Channel Islands, Isle of Man, PO Boxes.
Q: What are your business days?
A: Monday to Friday, excluding UK Bank Holidays.
Q: What if my package is lost?
A: If not delivered within 7 business days of the expected delivery date, contact us. We will refund or replace at no cost.
Q: Tracking shows "Delivered" but I didn't get it?
A: Contact our support team at info@ruggable.life. We will investigate with the carrier and resolve it for you via a full refund or replacement.
Returns and Refunds
Q: How long do I have to return an item?
A: Your statutory 14‑day cooling‑off right applies from delivery, and we also offer a voluntary 30‑day return window from the date you receive the item.
Q: Who pays for return shipping?
A: Ruggable does. We provide a free prepaid return label.
Q: How do I get my return label?
A: Email us to cancel or return. We will send you a prepaid label.
Q: Can I return a rug if I have used it?
A: You are entitled to inspect and test the product as you would in a physical store. If the rug shows signs of use beyond normal inspection — such as stains, pet hair, odours, or permanent damage — we may reduce the refund to reflect the diminished value.
Q: Are there any items that cannot be returned?
A: Gift cards, and products that have been permanently installed or modified.
Q: How long until I get my refund?
A: We process refunds within 2 business days of receiving the return. Your bank may take 5‑10 business days to post.
Q: Do your products come with a warranty?
A: Some products may include a supplier or manufacturer warranty where stated in the product documentation. This does not affect your statutory rights.
Customer Support
Q: How quickly do you respond to emails?
A: Responses within 1 business day (Monday‑Friday, 9AM‑5PM GMT/BST).
Contact Information
Email: info@ruggable.life
Phone: +44 115 914 7822
Address: Plumtree Cottage, Manor Road, Barton-in-Fabis, Nottingham, NG11 0AA, United Kingdom
Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT/BST)