Returns & Refunds
How can I return a product if it is not suitable, the colour does not match or I have changed my mind?
In case you are not satisfied with your purchase, you have 30 calendar days of receipt delivery to return your rug for a full refund.
Please note that at this time we do not offer free returns and you will be responsible for the shipping charges of your item.
To make sure we can process your return as quickly as possible, please follow the steps below.
1. Make sure your rug is unused, undamaged and in its original packaging, including proof of purchase
2. Wrap the parcel in the same way you have received it – fully covered. Please do not use thin plastic bags as these might get ripped and damaged in transit
3. Return your items via the following 3 options:
– Shipping courier of your choice at your cost
Please return the items to:
ShopDirect24 Limited
Unit 7, Atlas Mill
Bolton
BL1 4QG
– Drop off your rug to us. Our warehouse is open Monday to Friday, 9:30am-5pm
– Book a home collection with us at the following costs* :
80 x 150 – £8
120 x 170 – £8
140 x 200 – £8
160 x 230 – £12
200 x 290 – £12
240 x 330 – £12
*This amount will be deducted from your refund
4. Refund: Once we receive your item, we will inspect its condition. If your return is approved you will receive a confirmation e-mail as soon as the refund has been issued
Please allow 2-3 working days once the item is received to process the refund.
What do I do if I have received a faulty, damaged or wrong item?
Our dedicated team checks your rugs to make sure they are up to the highest standards, however, if we have missed something or sent you the wrong item, please follow these steps to proceed:
1. Send photos of the damage or any other issue you think your rug might have
2. Allow 2-3 working days for our team to assess your complaint.
Once the fault has been inspected, we will inform you and confirm the return. We will provide a shipping label which you will need to print and attach to the parcel.
Please return the items to:
ShopDirect24 Ltd
Unit 7, Atlas Mill
Bolton
BL1 4QG
3. Once we receive and assess the item, we will initiate the refund.
You will receive a confirmation e-mail as soon as the refund has been processed.
You will receive the credit within a certain amount of days, depending on your card issuer’s policies.
How much do returns cost?
At this time we do not offer free returns. You will be responsible for the shipping charge of returning an item.
The cost of your return will vary depending on the size of your rug and the shipping option you have chosen as follows:
– Book a home collection with us:
80 x 150 – £8
120 x 170 – £8
140 x 200 – £8
160 x 230 – £12
200 x 290 – £12
240 x 330 – £12
– Return the rug to us using any other courier company (cost may vary)
For international orders outside the UK, the collection costs will be provided by our customer service team.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
How long will it take to get my refund?
Once we receive your item, we will inspect it. Your item must be undamaged and its original condition.
If your return is approved, we will issue a refund to your credit card (or original method of payment).
You will receive a confirmation e-mail as soon as the refund has been processed. Please allow 2-3 working days once the item is received to process the refund.
Note that depending on your bank, it may take additional 5-10 working days after the credit has been applied to appear in your account.