We deliver it, and if it is wrong we collect it

United Kingdom

Delivery is free on every carpet, with no minimum. Pieces are insured for their full value in transit.

• Greater London — two of us deliver by hand, usually within three working days. We will carry it to the room, unroll it, and take the packaging away.
• Rest of the UK — 5 to 7 working days by insured courier. You will get a tracking number and a delivery window.
• Highlands, islands and Northern Ireland — 7 to 10 working days. Still free.

Carpets travel rolled, never folded. A fold cracks the foundation along the crease and the mark can be permanent, which is why a rug that arrives folded from anyone should be sent back.

Outside the UK

We ship worldwide. Cost depends on size and destination and is quoted before you commit — we will not put a number on the invoice you have not already agreed.

Duties and taxes are yours, and they are not trivial: many countries treat hand-knotted carpets as a distinct category with its own rate. We will tell you what to expect for your country before you buy, and we declare the full value on every shipment. We will not under-declare a carpet to reduce your duty. Doing so is fraud, and it voids the insurance that protects you if it is lost.

Returns

Thirty days from delivery, for any reason or none. We collect — you do not need to repack it, arrange a courier, or pay anything.

1. Call or email within thirty days of delivery.
2. We agree a collection day, usually within a week and often sooner.
3. The refund is issued within three working days of the carpet reaching us, to the original payment method.

A carpet that has been walked on for a fortnight is still returnable. Ordinary use is exactly what the thirty days is for — that is how you find out whether it is right.

What we cannot take back

• Commissioned pieces. Woven to your drawing, in your colours, to your dimensions, over months. There is no second customer for it. You approve a hand-drawn cartoon and physical dyed wool before weaving starts, precisely so there are no surprises — and if the finished carpet does not match what you signed off, it is ours and we refund you in full. See bespoke commissions.
• Damage that is not ours. Burns, pet damage, flooding, or a botched cleaning by someone else. We will always quote to repair it, usually for less than you fear.

None of this affects your statutory rights under the Consumer Rights Act 2015. If a carpet is not as described, we are at fault and the thirty days is irrelevant.

Before it arrives

Measure the doorways, the stairwell and any tight turn. A 300 × 400cm carpet is heavy and does not bend — it is the one delivery problem we cannot solve on the day. If you are unsure, call and we will work it out with you beforehand.

If you would rather see it in the room before committing at all, we will bring up to three pieces to any address in Greater London and leave without a sale. Arrange a visit.