Terms and Conditions
1. MAKING A PURCHASE
You can make a purchase by using our ‘Rug & Runner Designer’ to design your own custom rug or runner, specify your required size and then add it to your cart. Due to the nature of monitor set up, colours may vary slightly, therefore you can request a sample of the product/colour prior to ordering. This will be provided free of charge. All rugs are made to order. Once you are happy with your rug design and size click the buy button.. Following this you will be asked to enter your address and contact details. You will then be forwarded to our secure payment server which will securely forward your payment details to Stripe (our secure payment provider).
2. ONLINE PAYMENT SECURITY
We use Stripe for the processing of all credit and debit card payments. They take responsibility for capturing ayour payment over secure connection to secure servers. At no time do we store your credit card numbers. Stripe's terms and conditions are available here.
a) Our aim is to deliver orders within 7 - 10 working days of placing your order. In the unlikely event that your order is out of stock, you will either be emailed or called with a new delivery date and you have the option to cancel or change the item.
Our couriers need a signature as proof of delivery. Unfortunately we are unable to specify an exact time of delivery. If there is no-one available to sign for your rug or runner when the courier arrives, they will leave a card so that you can contact them in order to either rearrange delivery or arrange to collect your goods from the local depot. We are reliant on the couriers fulfilling the delivery and can not be held responsible for any error on their part.
All order errors must be reported on delivery of goods. If the goods appear to have been damaged you must sign for the goods as “damaged” with our couriers. If in the event goods cannot be checked upon delivery goods must be signed as unchecked. In the unlikely event that this occurs please contact us immediately. We understand that packaging must be removed to inspect the rug or runner so please take care when doing so. If you are unable to use the original packaging when returning a rug, please use similar strong, waterproof packaging. We are unable to issue a refund if rugs are damaged in transit due to poor packaging, or if they have been used, or are dirty or damaged in any other way. Incorrect goods must be returned in there original packaging and as new. Refunds will be made within 7 working days.
5. CANCELLATIONS & RETURNS
As all of our rugs are custom made to your specific requirements orders CAN NOT be cancelled once they have been placed (unless you have been informed that the goods are out of stock). All goods are non-returnable unless they have been delivered damaged, have a manufacturing fault or an incorrect item has been sent to you in error.
All of our rugs are made using natural sisal. Please note that due to its nature sisal can contain some slight imperfections. As each rug is made by hand, the finished size may vary slightly to the size specified upon order.
7. DAMAGED GOODS
All items are inspected before despatch to ensure they are free from any damage. When the goods are delivered we ask that you check that they have been received in good condition. If the goods appear to have been damaged you must sign for the goods as “damaged” with our couriers. If the goods can not be checked you must sign for the goods as “unchecked” with our couriers. Any damages must be reported to us within 48 hours of delivery. Damaged rugs will be collected and replaced like for like. Collections are Monday to Friday between 8.30am and 5.30pm. We are able to arrange a suitable day for collection but unfortunately we are not able to specify a collection time.
Goods which have not been signed as “damaged” or “unchecked” will not be eligible for a refund or exchange.
8. DELIVERY ERRORS
If the incorrect goods have been delivered to you in error you must notify us within 48 hours of receiving the delivery. We will then arrange to have the goods collected from you and replaced with the correct goods. Collections are Monday to Friday between 8.30am and 5pm. We are able to arrange a suitable day (Mon-Fri) for collection but unfortunately we are not able to specify a collection time.
9. OUT OF STOCK ITEMS The vast majority of our sisal inners and borders are in stock, however on rare occasions we may be out of stock of a certain sisal inner or border. If this is the case we will contact you with a revised delivery date giving you the option to wait for your chosen rug, or the option of a full refund.
10. PRODUCT REPRESENTATION
All colours are as accurate as the photography process will allow. Circumstances outside of our control such as computer monitor settings can sometimes affect how colours are displayed on your screen.
As the interpretation of colours can vary from person to person please be aware that any description of rug colours on our website are our own colour interpretations and are for guidance only. If you wish to see the exact colour of a sisal inner / border or the size of the weave you may request a sample before placing your order.
The size of our sisal inner weaves (in relation to the border) as shown on our website images may not be 100% to scale.
Rugs with Embroidered / Patterned borders - the pattern visable around each mitred edge can vary depending on the size of rug you order. Rugs with leather borders and suede leather borders can have 'joins' in places on the border as natural hides are used. These joins are kept to a minimum and are as subtle as possible.
Because sisal is a natural fibre that reacts to the humidity of the environs by either expanding or shrinking it is very important that the rolls are opened and unrolled for 24 hours to afford acclimatisation. Your desired dimensions should allow for up to 2% shrinkage/expansion of the material due to local climate.
11. OUR RIGHT TO CANCEL
We may cancel the contract between us if:
a. The goods you have ordered are unavailable for any reason;
b. We do not deliver to your area; or
c. One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit or debit card as soon as possible. We will not be obliged to offer any additional compensation for disappointment suffered.
12. OUR LIABILITY TO YOU
a. Limitations on our liability to you
You are responsible for observing and complying with all applicable regulations and legislation which affect your purchase and subsequent use of our goods. This includes obtaining all necessary customs, import or other permits to purchase goods from our site. Certain national laws may prohibit the importation or exportation of certain of our goods to you. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
Please note that nothing in this section of these terms and conditions is intended to limit any rights you might have as a consumer or other statutory rights that may not be excluded by law, nor in any way to exclude or limit our liability to you.
13. THINGS YOU SHOULD KNOW
a. Events beyond our control
We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control.
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
d. Third party rights
A person who is not a party to this contract has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this contract but this does not affect any right or remedy of a third party that exists or is available apart from that Act.
e. Governing law
The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.
f. Entire agreement