Shipping Policy

Delivery Information

At Desire Rugs, we work hard to ensure your order reaches you quickly and safely. We partner with trusted UK couriers to deliver rugs of all sizes across mainland UK.

Our courier is selected based on the size, weight and dimensions of your order to ensure it arrives safely and efficiently.

Processing Your Order

Orders placed before 1:00pm (Monday to Friday) are usually dispatched the same working day.

Orders placed after 1:00pm, on weekends or Bank Holidays will normally be processed on the next working day.

During exceptionally busy periods such as Black Friday, Christmas and Bank Holidays, dispatch times may be slightly longer.

Delivery Times

Typical delivery times are:

• Standard Delivery: 1–3 working days after dispatch
• Large Rugs: Usually delivered within 1–3 working days depending on courier availability
• Remote locations: Please allow additional delivery time.

Delivery estimates are provided as guidance and may occasionally vary due to circumstances outside our control.

Delivery Charges

Delivery charges are displayed at checkout before payment.

From time to time we may offer free delivery promotions on selected products or order values.

Large Rug Deliveries

Larger rugs require specialist handling and may be delivered by a different courier than smaller items.

This allows us to transport oversized products safely while providing the best possible service.

Please ensure someone is available to accept delivery where possible.

Highlands, Islands & Remote Areas

Deliveries to the Scottish Highlands, Islands, Northern Ireland and other remote UK locations may:

• Take slightly longer than mainland UK deliveries.
• In some cases incur an additional delivery charge.

If an additional surcharge applies, we will contact you before dispatching your order.

Multiple Item Orders

Where an order contains multiple rugs, they may occasionally be dispatched separately.

This allows us to send available stock without delaying your entire order.

You will receive tracking information for each shipment where applicable.

Tracking Your Order

Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking details.

You can use this information to monitor the progress of your delivery directly with the courier.

Delivery Issues

If your tracking has not updated for several days or your delivery appears delayed, please contact us.

We will investigate the shipment with the courier and keep you updated throughout the process.

If a parcel is confirmed as lost by the courier, we'll arrange either:

• a replacement, or
• a full refund.

Please note that courier investigations must be completed before a lost parcel claim can be resolved.

Damaged Deliveries

If your order arrives damaged, please contact us as soon as possible.

To help us resolve the issue quickly, please provide:

• photographs of the damage,
• photographs of the packaging,
• your order number.

We will investigate the issue with the courier where required and arrange an appropriate resolution.

Missed Deliveries

If a delivery attempt is missed, your courier may:

• attempt redelivery,
• leave your parcel in a safe place (where appropriate),
• leave instructions for collection from a local depot or parcel shop.

Please follow the tracking updates provided by your courier.

Delivery Restrictions

At present we deliver throughout most of the United Kingdom.

Certain offshore or remote postcode areas may require additional delivery time or incur additional delivery charges.

If we're unable to deliver to your address, we'll contact you before processing your order.

Need Help?

If you have any questions about your delivery or require assistance tracking your order, our customer service team is always happy to help.

Email: online@desirerugs.co.uk

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