Shipping Policy

Shipping, Delivery, Returns & Refunds Policy

Last updated: August 2026

Welcome to Jude’s Rug Room.

We want ordering from Jude’s Rug Room to be simple and straightforward. This Shipping, Delivery, Returns & Refunds Policy explains how we process and deliver orders, what happens if an order is delayed, lost or damaged, and your rights if you wish to return a product.

Please read this policy before placing an order.

Nothing in this policy is intended to exclude, restrict or replace any rights you have under applicable UK consumer law. Where you are purchasing from us as a consumer, your statutory rights apply in addition to this policy.

1. Orders and Stock Availability

All orders placed through Jude’s Rug Room are subject to stock availability and acceptance by us.

We make reasonable efforts to ensure that the products displayed as available on our website are actually in stock. However, stock information may occasionally be incorrect due to simultaneous orders, administrative errors, damaged stock or other circumstances.

If a product becomes unavailable after you have placed an order, we will contact you as soon as reasonably possible.

Depending on the circumstances, we may offer you the opportunity to:

• wait for the product to become available again;

• select an alternative product;

• continue with the available items in your order; or

• receive a refund for the unavailable product.

We will not substitute an unavailable product for a materially different product without your agreement.

Where your order contains several products and only part of the order is unavailable, we will normally contact you before deciding whether to dispatch the available items separately.

If we are unable to fulfil an order, any payment received for the unavailable goods will be refunded.

2. Product Information

We take reasonable care to ensure that product descriptions, photographs, dimensions, colours and other information displayed on our website are accurate.

However, our products may contain natural or handmade characteristics. Small variations between individual pieces may therefore occur.

In particular, colours can also appear slightly different depending on lighting, photography and the screen or device used to view our website.

Measurements stated on our website should be treated as approximate where a product is handmade or individually produced.

These natural or minor variations are not necessarily defects.

Nothing in this section affects your rights where a product is faulty, materially different from its description or otherwise does not comply with applicable consumer law.

3. Shipping Charges

Shipping charges are displayed during checkout before you place your order.

The amount charged may depend upon factors including:

• the delivery destination;

• the number of products ordered;

• parcel dimensions;

• parcel weight; and

• the delivery service selected.

You will be able to see the applicable delivery charge before completing your purchase.

Unless there has been an obvious pricing or technical error, the shipping price shown and accepted at checkout will be the delivery charge applicable to your order.

4. UK Delivery

We deliver to eligible addresses within the United Kingdom using postal and/or courier services selected by Jude’s Rug Room.

Available delivery options will be displayed at checkout where applicable.

We aim to package products carefully and select an appropriate delivery method for the type and value of the order.

Certain delivery services may not be available to all UK locations, including some islands, remote areas or other destinations subject to courier restrictions.

If we discover after your order has been placed that we cannot deliver using the selected method, we will contact you to discuss the available options.

5. Dispatch Times

We normally aim to dispatch orders within 5 working days after your order has been accepted and payment has been successfully received.

Our normal working days are Monday to Friday, excluding UK bank holidays.

Orders placed during weekends or bank holidays will normally begin processing on the next working day.

During particularly busy periods, new product launches, promotional periods, Christmas or other exceptional circumstances, processing may take longer.

Where we become aware of a significant delay in dispatching your order, we will take reasonable steps to keep you informed.

6. Estimated UK Delivery Times

Following dispatch, UK orders will normally arrive within approximately 5–10 working days.

These delivery periods are estimates unless we have expressly agreed a guaranteed delivery date with you.

Actual delivery times can vary depending on the courier, destination, weather, transport disruption and other circumstances.

Unless a different delivery period has been agreed with you, we will deliver your goods without undue delay and within the period required by applicable UK consumer law.

Where no alternative period has been agreed, this will ordinarily mean delivery within 30 days of the contract being entered into.

7. Delivery Delays

Occasionally, an order may take longer than expected to arrive.

If your estimated delivery period has passed and your order has not arrived, please contact Jude’s Rug Room.

We will investigate the delivery with the relevant courier or postal provider.

We may ask you to confirm details including your:

• order number;

• name;

• delivery address; and

• tracking information.

We will take reasonable steps to resolve the situation as quickly as possible.

Nothing in this policy removes any statutory rights you may have where goods are not delivered within an agreed or legally required period.

8. Delivery Address

It is your responsibility to provide a complete and accurate delivery address when placing an order.

Please check your delivery details carefully before completing checkout.

If you discover an error, contact us as soon as possible.

We can normally change an address where the order has not yet been dispatched.

Once an order has been dispatched, however, we cannot guarantee that the delivery address can be changed.

Where an order is returned to us because you supplied an incorrect or incomplete address, we may ask you to pay the reasonable costs of re-delivery.

This does not apply where the delivery problem was caused by an error on our part.

9. Tracking

Where tracking is available for your delivery service, tracking details will normally be provided following dispatch.

Tracking information is supplied by the relevant delivery provider.

There may occasionally be a delay between a parcel being collected and tracking information appearing or updating within the courier’s system.

Tracking information should therefore be treated as a useful delivery tool rather than definitive evidence that an item has legally been delivered to you.

10. Responsibility for Goods During Delivery

Where Jude’s Rug Room arranges the delivery of your order, we remain responsible for the goods until they come into your physical possession or the physical possession of a person you have identified to receive them.

You are not expected to pursue our courier yourself for compensation where a parcel is lost or damaged while responsibility for the goods remains with us.

If you arrange for the goods to be delivered using a carrier that you independently select and that carrier was not offered by us, different rules concerning when responsibility passes may apply.

11. Safe Places and Delivery Instructions

Some delivery providers may allow customers to nominate a safe place, neighbour or other delivery preference.

If you specifically instruct a courier to leave a parcel in a particular location, this may affect responsibility for the parcel after the delivery has been completed in accordance with your instruction.

Please therefore choose safe-place instructions carefully.

If you believe a parcel has been incorrectly left, stolen or delivered somewhere you did not authorise, contact us as soon as possible so that we can investigate.

12. Damaged Parcels

We take care when packing our products, but parcels can occasionally be damaged during transportation.

If a parcel appears seriously damaged when the courier attempts delivery, you may refuse the parcel where reasonably possible.

If you accept the parcel or the parcel is delivered while you are not present, please inspect the contents when reasonably practicable.

If the product itself has been damaged, please contact us as soon as possible.

Where possible, please provide photographs of:

• the external packaging;

• the shipping label;

• any damage to the packaging;

• the product; and

• the damaged area of the product.

Photographs can help us investigate what happened and make any appropriate claim against our delivery provider.

However, your statutory rights are not dependent upon the courier accepting our claim against them.

13. Faulty, Damaged or Incorrect Products

If a product is faulty, damaged, materially not as described or you receive the wrong item, please contact Jude’s Rug Room.

Please provide your order number and an explanation of the issue.

Where reasonably possible, photographs are helpful.

We will consider the circumstances and provide the remedy to which you are entitled.

Depending on the circumstances and applicable law, this may include:

• a replacement;

• repair where appropriate;

• price reduction;

• refund; or

• another agreed solution.

Where goods need to be returned because they are faulty, damaged, incorrect or materially not as described, Jude’s Rug Room will be responsible for the reasonable return costs.

Your statutory rights relating to faulty goods are not limited to 14 or 30 days merely because those periods appear elsewhere in this policy.

14. Your Right to Change Your Mind

If you purchase goods from Jude’s Rug Room online as a consumer, you will normally have a statutory right to cancel your purchase without giving a reason.

For most goods, the cancellation period ends 14 days after the day on which you receive the goods.

Where a single order contains several products delivered separately, the cancellation period may run from receipt of the final relevant item, as provided by applicable law.

To exercise your cancellation right, you must tell us clearly that you wish to cancel.

You do not have to provide a reason.

15. How to Cancel

To cancel an eligible purchase, contact Jude’s Rug Room using the contact information provided on our website.

Please provide sufficient information for us to identify your order, preferably including:

• your name;

• order number;

• email address used for the order; and

• product being returned.

A clear statement that you wish to cancel is sufficient.

You must communicate your decision within the applicable cancellation period.

16. Returning Goods Following Cancellation

After telling us that you wish to cancel, you must return the relevant goods within the period required by law.

For most online consumer purchases, this means returning the goods no later than 14 days after telling us that you wish to cancel.

We will provide or confirm the appropriate return address when you contact us.

Please do not send returns to an address obtained from another source without first checking that it is our current returns address.

17. Return Shipping Costs for Change-of-Mind Returns

Unless otherwise stated by us, customers are responsible for the direct cost of returning goods where the return is simply because they have changed their mind.

We recommend using an appropriately insured and/or tracked service, particularly for higher-value items.

Please retain proof of postage until your refund has been completed.

This section does not apply where goods are being returned because they are faulty, damaged, incorrect or materially not as described.

In those circumstances, we will bear reasonable return costs where required by law.

18. Condition of Returned Products

You are entitled to inspect a product to determine its nature, characteristics and functioning in broadly the same way that you could reasonably inspect it in a shop.

You should take reasonable care of the product while it is in your possession.

If you handle a product beyond what is reasonably necessary to establish its nature, characteristics and functioning and this causes the product's value to decrease, we may be entitled to make an appropriate deduction from your refund.

For example, please avoid:

• staining the product;

• damaging it;

• permanently fixing it to a wall;

• altering it;

• cutting or modifying it;

• exposing it unnecessarily to smoke, strong odours or contaminants; or

• using it extensively before attempting to return it.

We ask that products are returned with their original packaging where reasonably possible because this helps protect them during transit.

However, the absence of original packaging does not automatically remove a statutory cancellation right.

19. Refunds Following Cancellation

Where you validly exercise your statutory cancellation right, we will refund the price you paid for the relevant goods.

Where applicable, we will also refund the cost of the least expensive standard delivery method that we offered for the order.

If you chose a more expensive delivery method, such as an express or premium service, we are not generally required to refund the additional amount above the cost of our standard delivery service.

Refunds will normally be made using the same payment method you used for the original transaction unless you expressly agree otherwise.

We will not require you to accept store credit instead of a refund where you are legally entitled to a monetary refund.

20. Timing of Refunds

We will make refunds within the timescales required by applicable consumer law.

For returned goods, we may be entitled to withhold the refund until:

• we receive the goods back; or

• you provide evidence that you have sent the goods back,

whichever occurs first.

Once a refund has been issued by us, your bank, card provider or payment service may take additional time to display the refund in your account.

That processing period is outside our direct control.

21. Exchanges

Where stock is available, we may be able to exchange an unwanted product for another design.

Please contact us before returning an item if you would prefer an exchange.

If the replacement product costs more than the original product, you will need to pay the difference.

If it costs less, we will arrange the appropriate refund.

An exchange service is offered as a convenience and does not remove or reduce any statutory cancellation or consumer rights that otherwise apply.

22. Handmade Products and Natural Variation

Some Jude’s Rug Room products may be handmade or produced using traditional techniques and natural materials.

This means individual pieces may not be completely identical.

Minor variations can include differences in:

• stitching;

• weave;

• texture;

• dimensions;

• wool;

• fibres;

• pattern positioning;

• colour tone; and

• finishing.

These characteristics can form part of the individual nature of a handmade product and should not automatically be considered faults.

However, this does not allow us to supply a product that is materially different from its description or otherwise fails to meet your statutory rights.

23. Bespoke and Personalised Products

Different cancellation rules may apply to products that are made to your specifications or clearly personalised.

Where Jude’s Rug Room offers a bespoke or personalised product, we will identify this where appropriate before purchase.

Your normal change-of-mind cancellation rights may not apply to qualifying bespoke or personalised goods once an order has been placed.

This does not affect your rights where a bespoke or personalised product is faulty, damaged or does not conform to the contract.

24. International Shipping

Where available, Jude’s Rug Room may accept orders for delivery outside the United Kingdom.

Available destinations and delivery charges will normally be displayed during checkout.

International delivery times can vary considerably depending upon:

• destination;

• local postal networks;

• courier services;

• customs procedures;

• border controls;

• public holidays; and

• other local circumstances.

Any international delivery times shown on our website are estimates unless expressly stated otherwise.

25. International Customs, Duties and Taxes

Goods sent internationally may be subject to import VAT, customs duties, handling charges or other taxes and fees imposed by the destination country.

Unless expressly stated at checkout that these charges have been collected by us, they are normally the responsibility of the recipient.

Jude’s Rug Room does not control charges imposed by foreign customs or tax authorities.

Customers ordering internationally should therefore check the rules applying in their destination country before purchasing.

26. Refusal to Pay Import Charges

If an international order is returned to us because the recipient refuses or fails to pay applicable import charges, we will deal with any refund in accordance with applicable law.

Where legally permitted, we may deduct reasonable costs actually incurred as a result of recovering or receiving the returned shipment.

Any deduction will be considered on the circumstances of the particular order.

We will not use this provision to remove any mandatory consumer rights that apply to you.

27. Lost Parcels

If you believe your order has been lost during delivery, contact Jude’s Rug Room.

We will investigate with the relevant delivery provider.

Where we arranged the delivery, you will not be required to obtain compensation from the courier yourself.

We may ask you to assist us with reasonable information needed to investigate the missing parcel.

If the parcel is confirmed as lost, or if circumstances otherwise entitle you to a remedy under applicable law, we will provide an appropriate replacement or refund.

28. Courier Investigations

Courier investigations can sometimes take time.

We may use a courier investigation to help establish what has happened to an order, but your legal rights against Jude’s Rug Room are not determined solely by whether the courier accepts or rejects an insurance claim.

Our contractual relationship with a delivery provider is separate from your statutory rights as our customer.

We will therefore consider our obligations to you independently of any insurance or compensation arrangements we have with the courier.

29. Delivery Insurance

We may insure parcels or use delivery services that include compensation for loss or damage.

Any insurance limit applying between Jude’s Rug Room and its courier does not automatically limit the rights of a consumer who has purchased goods from us.

For example, if a courier's standard insurance cover is less than the purchase price of an order, this does not by itself mean that the customer's entitlement is limited to the courier's insurance amount.

30. Events Outside Our Reasonable Control

Sometimes we may be prevented or delayed from fulfilling an order because of events outside our reasonable control.

These could include:

• severe weather;

• flooding;

• fire;

• transport disruption;

• industrial action;

• border disruption;

• customs delays;

• major courier network failures;

• acts or restrictions of government;

• widespread telecommunications or technology failures; or

• other comparable circumstances.

Where such an event occurs, we will take reasonable steps to minimise disruption and keep affected customers informed where appropriate.

Nothing in this section removes statutory rights relating to delayed or failed delivery.

31. Cancellations Before Dispatch

If you change your mind shortly after ordering, please contact us as soon as possible.

If your order has not been dispatched, we will normally be able to cancel it and arrange a refund.

If the order has already been dispatched, you may still be able to exercise your statutory cancellation right after receiving the goods.

Please follow the returns process set out above.

32. Orders Returned to Sender

A parcel may occasionally be returned to us because:

• delivery was attempted unsuccessfully;

• the address was incomplete;

• the address was incorrect;

• the parcel was not collected;

• the recipient could not be identified; or

• another delivery problem occurred.

If this happens, we will contact you where reasonably possible.

If the problem resulted from incorrect information supplied by you, we may charge reasonable additional delivery costs before sending the parcel again.

If the issue resulted from an error by Jude’s Rug Room or our delivery provider, we will not charge you an additional delivery fee where doing so would be inappropriate.

33. Failed Delivery Attempts

Delivery providers may make one or more attempts to deliver your order.

If nobody is available, the courier may:

• attempt delivery again;

• leave instructions for collection;

• deliver to an authorised neighbour;

• deliver to an authorised safe place; or

• return the parcel to us.

Please follow the courier's tracking information and instructions where appropriate.

If you experience a problem, contact us and we will assist where reasonably possible.

34. Proof of Delivery

Couriers may use photographs, signatures, GPS information, delivery scans or other records as proof of delivery.

These records may help us investigate a disputed delivery.

However, a courier status stating "delivered" will not necessarily be treated as conclusive where you reasonably tell us that the goods have not been received.

We will investigate disputed deliveries based on the available evidence and our obligations under applicable law.

35. Incorrect Product Received

If we send you a product different from the one you ordered, please contact us.

Please do not return the incorrect item at your own expense unless we ask you to do so.

We will arrange an appropriate solution, which may include providing a return label or reimbursing reasonable return postage.

Where stock is available, we will normally arrange for the correct item to be sent.

Alternatively, you may be entitled to a refund.

36. Promotions and Discounted Products

Unless clearly stated otherwise, products purchased during a promotion or using a discount code have the same statutory consumer rights as products purchased at full price.

A discounted price does not remove your rights where goods are faulty or where a statutory cancellation right applies.

Where an entire order benefited from a conditional promotion, returning part of the order may affect the calculation of the refund if the conditions of the promotion are no longer satisfied, provided this is permitted by law and was made clear when the promotion was offered.

37. Gift Purchases

Where a product was purchased as a gift, statutory refund rights normally belong to the person who entered into the purchase contract with Jude’s Rug Room.

Where reasonably possible, we may assist gift recipients with exchanges, but we may need information from the original purchaser before processing a monetary refund.

Refunds will normally be returned to the original payment method.

38. Business Customers

The consumer cancellation rights described in this policy are primarily intended for individuals purchasing goods wholly or mainly outside their trade, business, craft or profession.

Different rights may apply where products are purchased wholly or mainly for business purposes.

Nothing in this policy is intended to grant a business customer statutory consumer rights that do not legally apply to them.

39. Your Statutory Rights

Nothing in this policy is intended to exclude or restrict rights that cannot lawfully be excluded or restricted.

Depending on the circumstances, relevant UK consumer legislation may include the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Goods supplied to consumers must comply with the standards required by applicable law.

Our returns policy operates alongside those rights rather than replacing them.

40. Contacting Jude’s Rug Room

If you have a question about:

• an order;

• delivery;

• tracking;

• a damaged product;

• a missing parcel;

• a return;

• an exchange;

• a cancellation; or

• a refund,

please contact Jude’s Rug Room using the contact information provided on our website.

Please include your order number wherever possible.

This will help us identify your order and respond more efficiently.

41. Changes to This Policy

We may update this Shipping, Delivery, Returns & Refunds Policy from time to time to reflect changes to our business, delivery services, products or applicable law.

The version applying to your purchase will generally be the version in force when you place your order.

The latest version will be displayed on our website.

42. Summary

We want shopping with Jude’s Rug Room to be straightforward.

In summary:

• we aim to dispatch orders within 5 working days;

• UK delivery will normally take approximately 5–10 working days after dispatch;

• we remain responsible for goods while they are being delivered where we arrange the carrier;

• online consumers normally have 14 days after receiving eligible goods to tell us they wish to cancel;

• after cancellation, customers normally have a further 14 days to return the goods;

• customers usually pay the direct return cost for a simple change-of-mind return;

• qualifying refunds include the product price and, where required, the cost equivalent to our standard delivery service;

• refunds are not restricted to store credit where you are legally entitled to receive money back;

• faulty, damaged, incorrect or materially misdescribed goods are dealt with separately from ordinary change-of-mind returns;

• we bear reasonable return costs where required for faulty or incorrect goods;

• handmade products may contain reasonable natural variations;

• special rules may apply to genuinely bespoke or personalised products; and

• nothing in this policy affects your statutory consumer rights.

If anything goes wrong with your order, please contact us. We will always aim to resolve the issue fairly and as quickly as reasonably possible.

Jude’s Rug Room
Shipping, Delivery, Returns & Refunds Policy
Last updated: August 2026