Shipping, Refunds and Returns
Updated 18 April 2024
Important Shipping Information.
Please note that any orders placed between Monday 22 April 2024 and Monday 6 May 2024 will be shipped shortly after 7 May 2024. Sorry for any inconvenience.
Shipping:
Once dispatched, items should be received within 14 business days. We will email you a tracking number once your parcel has been dispatched. However, due to the ongoing COVID-19 issues and as a result of Brexit, additional delays with shipping should be expected.
Shipping charges (excludes doors) are indicated below:
Rugs
UK: FREE
Europe (excluding Greece): £20 Flat Rate
USA: £35 Flat Rate
Rest of world: Please enquire
Important:
Shipping costs do not include any local customs or duties, or taxes, that may be applicable in your country, neither do they include any additional credit/debit card fees for foreign transactions charged by your bank. We would advise that you check for any such additional costs before purchase.
Once items have been dispatched, we cannot be held responsible for delays in shipping once items have reached the destination country nor any loss of goods once they have arrived in the destination country. In many instances, insurance can be purchased so please feel free to contact us for this additional cost where available.
We are not responsible - nor liable - for delays due to customs.
Please note, that we are an online store only and we do not have a showroom. We offer a delivery service only. However, if collections are requested - and agreed to - these may be arranged on an individual basis at a mutually convenient place.
Vintage items:
The items sold by The Rug Souk are vintage and not new (unless otherwise stated). The rugs have been woven by hand by Berber women during the last 20-50 years, some even up to 80 years ago, in various regions of Morocco and will have been previously used as floor rugs, sleeping mats and maybe even as tent dividers by nomadic people. The Berber cushions too will have been used in a similar fashion. Their unique history is an integral part of the beauty and charm of these items.
The items may exhibit signs of wear and tear due to previous usage. The may also have had small repairs made during their lifetime. This is quite natural for any vintage item.
We have selected only items that we feel are still in excellent condition commensurate with their age. However, there may be minor imperfections due to being made by hand, often organically. Therefore, occasionally a rug will not have straight edges or there will be colour variance within the rug. Berber cushions may have a few missing or tarnished sequins. These irregularities add to their authenticity.
We endeavour to provide good clear photographs of each item and an accurate description to the best of our knowledge. However, please note that colours may not be exact due to the way computer monitors vary in the way they display colours. We are always happy to provide more close-up and detailed photographs before purchase if required. Please ask.
All textile items that we sell have been cleaned prior to storage. If there is an odour, it may be of cleaning chemicals or simply the odour of natural wool. Our suggestion would be to air the products before using.
Naturally, the rugs and textiles may have folds as a result of packaging. These should come out with usage over time.
Returns:
OUTSIDE THE UK:
All sales are final and refunds/returns are not offered.
WITHIN THE UK:
If you are not happy with your purchase, you can request a refund up to 14 days after the item has been delivered. You will receive a full refund excluding return shipping costs.
Please note:
1. Because of the unique nature of vintage items, no warranty is offered.
2. Items that are specifically sourced for any customer, or items where a discount is offered to a particular customer, cannot be returned (except where agreed in email or messaging app). All sales are final in this instance. Items featured in regular seasonal sales are eligible for return.
To be eligible for a return, you must inform us by email ( ). Once we have acknowledged your request for a refund, it becomes your responsibility to return the item to us within 10 business days. The item must be unused and in the same condition that you received it. We appreciate that you may need to place a rug down on the floor to make sure it fits and goes with your decor, but please do not leave it down longer than necessary to ascertain this. The rug must also be in the original packaging where possible. Please note, you are liable for shipping costs to return an unwanted item to us.
Refunds:
Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item and will start the refund procedure as applicable.
Your refund will then be processed and a credit will automatically be applied to your credit card or original method of payment within 10 business days. If an item is returned not in its original condition, you will be liable for any repair and/or cleaning costs, which will be deducted from the final refundable amount.
Late or missing refunds:
If you have not received a refund within the specified time, please check with your credit or debit card provider as the refund may still be being processed. If there is any further issue, please contact us at .
Sale items:
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Shipping an item back to us:
To return your product, you should request our shipping address by email.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you are shipping an item back to us for refund, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. Please bear in mind that all shipping costs and insurance costs must be paid for by you.
Updated 18 April 2024