Delivery and returns


If you need to return a full or partial order, send us an email at, we'll get back to you with shipping information. To complete your return, we require a receipt or proof of purchase. 

Our policy lasts 14 days. If notified within 14 days we allow a further 14 days for your item(s) to be returned. If 15 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Please note that although we provide free UK-wide delivery. You, the customer, are responsible for returning items to London House Rugs. We can help arrange a collection however the total for the return will be deducted from your refunded amount. We do, however provide complimentary home viewing on any pieces over the value of £800, which allows you to view multiple rugs/ runners in situ without having to worry about returning said items.

Gift cards are non-returnable.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Refunds take between 10-15 working days to be processed. After such time if you have not received the refund contact your bank to check the status of the delay. If this does not resolved your query please contact us at


Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at, we'll get back to you with shipping information.


To return your product please email for shipping information. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.