Shipping Policy

We want to ensure a smooth delivery experience for your furniture!

Standard Delivery: 

Our carriers will only deliver to the ground floor or your front door. Please be aware that this service does not include:

• Transporting items inside or using elevators
• Placing items in specific rooms
• Assembling furniture
• Disposing of packaging materials

Access Considerations: Please ensure that there is clear and unobstructed access from the truck to your front door. This includes checking that all doorways, hallways, and elevators can accommodate the rugs in its packaging. We cannot take responsibility for any return costs resulting from issues that arise due to access difficulties.

Shipping Address: We regret to inform you that we cannot ship to PO Boxes or Parcel Lockers. Please provide a residential address for your order.

Dispatch Times: Orders for in-stock items will be dispatched within 2 days. Made to order items may have a shipping time of 6 to 10 weeks, unless otherwise specified.

Order Shipment: We will consolidate your order into a single shipment. If you need items shipped separately, please reach out to our customer service team. Additional fees may apply for separate shipments.

Change of mind: Please note that all purchases are final, and we are unable to process exchanges or returns for change of mind.

Delivery Issues: To ensure your satisfaction, please notify us of any delivery issues—such as damaged items, missing products, or mis-deliveries—within 24 hours. Prompt reporting enables us to address your concerns swiftly and improve our service.

 

Delivery Policy for Unattended Addresses

If you are not available to receive your delivery or if the delivery address is unattended, kindly email us in advance at hello.rugglow@gmail.com with your order number, your name and address, with a minimum of 5 working days' notice.

In the event of a failed delivery attempt, cancellation and rebooking fees will apply, equivalent to the total delivery charge initially paid. The original freight charge will be forfeited and recharged as a rebooking fee.

Important Notice: You acknowledge that RugGlow and the courier are released from any liability for loss, theft, or damage to your product. If the products are dispatched and delivered to the address you provided, and the delivery is signed for by another individual, RugGlow will not be held responsible for any losses, liabilities, costs, damages, charges, or expenses that may arise as a result.

 

General Disclaimer:
At RugGlow, all our rugs are made-to-order rugs, crafted specifically for you, tailored to your unique specifications. Each piece goes through a thorough quality control process during production and delivery to ensure it meets our high standards.

Our manufacturing process is detailed and intricate, which means lead times may vary based on the specific product. We are committed to delivering exceptional quality to our customers, and we appreciate your understanding as we create your personalized rug.

We strive to ensure that all products on our website are accurately represented. However, occasional errors may occur, and we reserve the right to correct any inaccuracies at any time, including after an order has been placed. As some of our products are handcrafted or made from natural materials, you may notice slight variations between the images displayed and the actual products you receive.

While we aim for accurate color representation, please be aware that colors may appear differently on various screens and devices. Any color variation is not considered a fault; returns based on color differences will be treated as a change of mind and will be the responsibility of the customer.

To the fullest extent permitted by law, we do not guarantee that product descriptions, colors, information, or other content on our website are accurate, complete, reliable, current, or free from errors. We also do not warrant the standard or quality of any products available on our site.

We retain the right to withdraw any products from our website at any time and to remove or modify any materials or content on our site, and adjust product prices at any time without prior notice.While we will make every effort to process all orders, unforeseen circumstances may arise, requiring us to decline an order even after sending an order confirmation. We reserve this right at our sole discretion and will not be liable to you or any third party for withdrawing products, modifying content, or refusing to process orders post-confirmation.

 

Title and Ownership

Ownership of the goods shall remain with Rugglow until full payment has been received for all amounts due under this agreement or any associated agreements. In the event of default by the purchaser, Rugglow is entitled to reclaim the goods without prejudice to any other rights. For this purpose, Rugglow reserves the right to enter the premises where the goods are located and will not be liable for any damages incurred during the repossession process. Should the purchaser sell the goods before all amounts are paid, the purchaser must hold the proceeds of such sale in trust for Rugglow, which is entitled to receive all such proceeds.

Thank you for your cooperation, and we look forward to delivering your furniture!