FAQ

# Frequently Asked Questions (FAQ)

**Last Updated:** 28-05-2026

## Orders

### How do I place an order?

Simply browse our collection, select your preferred rug, choose any available options, and add the item to your basket. Proceed to checkout and follow the instructions to complete your purchase securely.

### Can I change or cancel my order after placing it?

If you need to amend or cancel your order, please contact us as soon as possible at [support@uksrugs.co.uk](mailto:support@uksrugs.co.uk). We will do our best to assist, but changes may not be possible once an order has been processed or dispatched.

### Will I receive an order confirmation?

Yes. Once your order has been successfully placed, you will receive an order confirmation email containing your order details.

## Shipping & Delivery

### How long does delivery take?

Delivery times vary depending on the product and delivery location. Estimated delivery information will be provided during checkout and/or in your order confirmation.

### How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information where available.

### Do you deliver throughout the United Kingdom?

We aim to deliver to customers across the UK. Delivery availability may vary for certain locations or products.

## Returns & Refunds

### What is your return policy?

Eligible items may be returned within 14 days of receipt, subject to the conditions outlined in our Returns & Refunds Policy.

### How do I request a return?

Please contact [support@uksrugs.co.uk](mailto:support@uksrugs.co.uk) with your order number and details of your request. Our customer support team will provide return instructions.

### When will I receive my refund?

Approved refunds are processed to the original payment method. Processing times may vary depending on your bank or payment provider.

## Products

### Will the rug colour match the images shown online?

We make every effort to display product colours accurately. However, colours may appear slightly different depending on your screen settings, monitor, or device.

### Are rug dimensions exact?

Product dimensions are provided as accurately as possible. Minor manufacturing tolerances may result in slight size variations.

### How do I choose the right rug size?

We recommend measuring your space before ordering. Product pages include size information to help you select the most suitable option.

### Are care instructions provided?

Where available, care and maintenance information is included within the product description. Following the recommended care instructions can help maintain the appearance and lifespan of your rug.

## Payments

### What payment methods do you accept?

We accept payment methods made available during checkout through our secure payment providers.

### Is my payment information secure?

Yes. Transactions are processed using secure payment systems designed to protect customer information.

## Customer Support

### How can I contact UKS Rugs?

You can contact our customer support team at:

Email: [support@uksrugs.co.uk](mailto:support@uksrugs.co.uk)

Website: [www.uksrugs.co.uk](http://www.uksrugs.co.uk)

### How quickly will I receive a response?

We aim to respond to customer enquiries as quickly as possible during normal business hours.

## Other Questions

### What should I do if my order arrives damaged?

Please contact us as soon as possible after receiving your order and provide photographs of the item and packaging where applicable. We will review the issue and work towards an appropriate resolution.

### What if I receive the wrong item?

If you believe you have received an incorrect item, please contact us with your order details and photographs if possible. Our team will investigate and assist you.

### Do you offer custom or made-to-order rugs?

If custom products are available, details will be clearly stated on the relevant product pages. Please contact us if you have specific requirements.

## Still Need Help?

If your question is not answered above, please contact our customer support team.

**Website:** [www.uksrugs.co.uk](http://www.uksrugs.co.uk)

**Email:** [support@uksrugs.co.uk](mailto:support@uksrugs.co.uk)

Thank you for shopping with UKS Rugs.