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Delivery Info
Delivery Info
1. Delivery Areas and Charges
We provide free delivery to Mainland UK on all orders. For addresses outside Mainland UK—including Northern Ireland, the Scottish Highlands, and international locations—we may still be able to arrange delivery. In such cases, we will contact you prior to dispatch to advise of any additional delivery or import charges that may apply. Orders from outside Mainland UK will require you to confirm acceptance of any additional charges at checkout before the order can be processed.
2. Dispatch Times
Orders are generally dispatched within 1–2 working days from receipt of payment. Where possible, items are sent via a next working day courier service. In exceptional circumstances, such as unforeseen supplier delays or courier operational issues, delivery may take longer than three working days. In such cases, we will notify you promptly with an updated estimated delivery date.
3. Delivery Notifications and Tracking
Once your order has been dispatched, you will receive email and/or text notifications from the courier, providing tracking information and estimated delivery times. Please ensure that someone is available to receive your order at the delivery address.
4. Receipt of Goods
Most deliveries require a signature upon receipt. Alternatively, you may provide written instructions, including your signature, authorising the courier to leave your item in a safe place or with a trusted neighbour. You may also notify us at the time of ordering if you wish for your rug to be left in a designated safe location or with a neighbour.
Please note that couriers will generally make two delivery attempts. If delivery is unsuccessful after two attempts, the item will be held at the courier’s depot for collection. Should the item remain uncollected after seven days, it will be returned to us, and you will be responsible for arranging a new delivery.
5. Risk and Title
Under the Consumer Rights Act 2015, risk in the goods passes to you when the item is delivered to the agreed delivery address. Ownership (title) of the goods transfers to you once full payment has been received. We are not liable for loss or damage occurring after delivery if the goods have been signed for by you or a nominated person.
6. Damaged or Missing Items
If your item arrives damaged or is missing, you must notify us within 48 hours of delivery. We may require photographic evidence of any damage before arranging a replacement or refund. Please retain all packaging for inspection by the courier if required.
7. Liability
We take reasonable care to ensure that your goods are delivered safely and on time. However, we are not liable for delays caused by circumstances outside our control, including but not limited to courier strikes, extreme weather, or unforeseen supply chain disruptions. Our liability for loss or damage to goods in transit is limited to replacement of the item or a full refund.
8. Customer Support
If you have any questions or require assistance regarding your delivery, please contact our customer service team on 0121 516 1824 or by email at: customerservices@expressrugs.co.uk.
We are committed to resolving any issues promptly and in accordance with UK consumer law.
Contact Us
Got a question about this policy, your order, or anything else? We’re always happy to help. Drop us an email, send a secure message or give us a call on 0121 516 1824.
