Delivery & Returns

Lilla Rugs Delivery & Returns Information

We take pride in offering a quick and personal delivery experience. Processing is usually completed within 24 hours of ordering; however, some orders may take up to 48 hours to process. You will receive your rug within 2-3 working days from the time of a processed order. Note that a design form to make your own bespoke rug is not included in this. Useful information:

  • We offer FREE WORLDWIDE SHIPPING
  • Next day delivery to the UK is possible if the order is made before 13:00pm UK time. Simply email info@lillarugs.com to let us know. Weekends excluded.
  • Deliveries take place between 9am – 6pm Monday to Friday. Delivery time usually within 24 hours from dispatch. Note: Your order will be delivered to your delivery address, for an alternative address please contact us. 
  • Although we use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept responsibility for late deliveries due to circumstances outside of our control. We will inform you of any unexpected delay.
  • All deliveries are signed for by courier service, so someone must be present at the address.
  • Express delivery is not available outside of the U.K. Worldwide shipping is fast (same 2-3 days) - this excludes any hold ups at customs.
  • Please note that due to US sanctions we cannot currently ship Persian rugs only to the United States. 
  • Please be aware that customers are responsible for payment of any local customs duties (EU orders, we will cover taxes).
  • A contact number is needed for delivery. We will not be able to arrange delivery without one. We will not use your contact number for any other purpose unless instructed so by you (see privacy policy for more).

 

Pick Up

  • Want your rug sooner? Pick up your online favourites in person at our warehouse!
  • You can either process the order online and then pick up or you can come into the warehouse and pay in person.
  • If you have purchased online, please bring your order confirmation with you, as well as a valid ID.

 

Where Do We Deliver & What are the Costs?

WORLDWIDE (FREE)

United Kingdom, including Channel Islands, Isle of Man, Northern Ireland, Scottish Highlands, U.K. Mainland.

Rest of Europe 

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovenia, Slovakia, Spain, Sweden and Switzerland

Rest of World 

Argentina, Australia, Brazil, Canada, China, India, Israel, Japan, Mexico, New Zealand, Russia, Singapore, South Africa, UAE and USA

 If you are not on this list, please just get in touch.

Returns & Exchanges

  • We accept exchanges, but note that it will not be for another of the same product, as every rug is one of a kind.
  • We happily accept returns. Simply get in touch in within 5 days (from delivery, not purchase date) and let us know what the issue is. You will simply need to return the rug in the condition in which it was received within a 14-day period from the day of delivery. Note that refunds will be minus initial delivery costs (average for UK is £20-£50, size dependent). Please just reach out if you would like us to send you a returns label and arrange a courier for collection - info@lillarugs.com
  • Note that items on SALE and items purchased via house visit services cannot be returned. They can be exchanged or part-exchanged for another piece.
  • Once ordered, Underlay is not returnable for a refund, as it is cut to the size for your rug. However, we can help advise how it can be used for another size of rug. 
  • Jute rugs are non returnable as they are cut to size upon order. 

 

Our Policy Standard Returns

When you buy something from Lilla Rugs, we want you to love it. However, should you change your mind (it happens!), and subject to the conditions set out below, you have 5 days to confirm your return request and 14 days from the delivery date to get the rug(s) back to us. Note that sale items cannot be returned.

Our standard right of return is subject to the following conditions:

Items being returned must be in the same condition they were delivered in. If any damages or faults are noticed, we will be in touch and this may affect your refund amount. Don’t worry, we know lots of handmade rugs have wear & tear and are very aware of the condition of every rug before we send it out.

The returns period for Europe-bought full-price items is 14 days from the date of delivery. However, you must let us know within 5 days of delivery date if you wish to make a return. Note that this does not affect your statutory rights.
If you are returning an item delivered internationally, you still have the designated 5 days to let us know, but of course we understand shipment may take a little longer. We need to adhere to our 5 day policy to ensure rugs are kept to original delivery conditions.


Note all refunds will be minus shipping costs


Returns by Post

Please get in touch with us first to let us know the reason for your return.

If you would like to post a return, please send to the following address:

LILLA RUGS
65 Waterloo Road
London, NW2 7TS
United Kingdom

Contact no: 020 8090 2640

We can arrange a courier return on your behalf. Simply email info@lillarugs.com with your package weight & dimensions, as well as your preferred pick up day. We will then send you back a label to print out and stick onto the package. Please ensure that the rug is sealed correctly to prevent any damages when in transit. We advise using the packaging we send it out in. If you have thrown that away, it is best to use two layers of black bin bag, with a strong tape to secure.

If arranging your own return, be sure to send your package using a secure or traceable method - such as Royal Mail Signed For or DHL, and that you keep your proof of postage. Lilla Rugs holds no responsibility for lost items on return.

Note that Lilla Rugs will not cover the cost to post your return.



Returns to Stores:

You may also return items purchased at lillarugs.com in person to our U.K. warehouse. Please get in touch beforehand, let us know the reason for return and the date and time you will be dropping off your item. Once received and inspected, you will be issued your refund online. Please bring a valid ID with you.
We will also happily show you other items on your visit that you may wish to purchase instead.



Processing Your Refund:

We use Shopify payments for your best security.

Note that they Shopify submit any refund we make to our customer's bank immediately.