Terms & Conditions


Privacy & Cookie Information

We are committed to protecting your on-line privacy and working within the guidelines set out in the current Data Protection Act’s principles. Our Privacy Statement aims to disclose what information is being logged about our website users, how this information is used and how this information can be removed/amended.

Information Collected

We may ask you to voluntarily supply us with personal information, such as your name, company and e-mail address, on our contact forms for the purpose of correspondence or order fulfilment.

At the point of collecting your information, we may offer you the choice as to whether you want to receive further communications about special offers, product information or other marketing messages. If you choose not to receive these communications, we will not use the information you provide for this purpose.

In addition, we may collect personal data from your IP address (Internet Protocol addresses of computers) and “cookies”, which is logged as a standard method of reporting to statically find out which parts of our web site are visited and how long visitors spend there. We do not log IP addresses to personally identifiable information.

Cookies were originally designed to help a web site distinguish a user’s browser as a previous visitor and thus save and remember any preferences that may have been set while the user was browsing the site. It is possible to set your browser to inform you when a cookie is being placed, so that you have the opportunity to decide whether to accept the cookie.

Information Use

We will use your information, together with other information for administration, customer services, marketing and profiling your preferences. We may keep your information for a reasonable period to contact you about our services. We may share your information with organisations that are our business partners. We or they may contact you be mail, telephone, fax or e-mail to let you know about goods, services and promotions that may be of interest.


Wherever your personal information may be held by us we intend to take reasonable and appropriate steps to protect the personal information that you share with us from unauthorised access or disclosure. Whilst we cannot guarantee privacy perfection, we will address any issue to the best of our abilities as soon as practicable.

To amend your information

We seek to ensure that your information and preferences are accurate and complete. If there have been any changes to your contact details, please advise us by e-mailing: sales@londonhouserugs.co.uk

We will then make reasonable efforts to incorporate the changes in your personal information that we hold as soon as practicable.

Requesting a copy of your Personal Data

You have the right to ask for a copy of your information (for which we charge a small administration fee) and to correct any inaccuracies. If you would like to see a copy of your Personal Data, please request this by e-mailing sales@londonhouserugs.co.uk

Google Analytics

This website uses Google Analytics to help analyse how users use the site. The tool uses “cookies,” which are text files placed on your computer, to collect standard Internet log information and visitor behavior information in an anonymous form. The information generated by the cookie about your use of the website (including your IP address) is transmitted to Google. This information is then used to evaluate visitors’ use of the website and to compile statistical reports on website activity.

We will never (and will not allow any third party to) use the statistical analytics tool to track or to collect any Personally Identifiable Information of visitors to our site. Google will not associate your IP address with any other data held by Google. Neither we nor Google will link, or seek to link, an IP address with the identity of a computer user. We will not associate any data gathered from this site with any Personally Identifiable Information from any source, unless you explicitly submit that information via a fill-in form on our website.

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If you have questions concerning our privacy policy, please use our contact us to discuss them.


Free UK Mainland Delivery

We deliver FREE to the UK mainland, excluding the remote Scottish Highlands.

EU & World Deliveries

There is a charge for all Non UK mainland deliveries. Please contact us via telephone or email for a quote.

Estimated delivery time – stock items

Typically UK mainland deliveries are made within 3-7 working days. NON UK deliveries are made within 7-14 working days.

Estimated lead time – Bespoke orders

All Bespoke orders will be quoted a lead time at consultation stage or via email or telephone. Please note this is only an estimate and is not contractual. We will advise you by e-mail or phone when your goods are ready for dispatch.


Prior to your order being dispatched we will notify you by e-mail and advise you of a delivery date. Please ensure someone is available to receive your order at the address you have nominated. Once goods have been dispatched we are unable to change the delivery address.
All Free UK deliveries will take place between 9am & 5.30pm Monday to Friday.

Saturday Delivery

Within the UK mainland we offer a Saturday delivery service for a small surcharge. Please notify London House via email or telephone if you require Saturday delivery.

Returns policy

We offer a 7 day satisfaction guarantee on all standard stock items.
Our return policy is simple, all you need to do is email us within 7 days of the date of delivery & advise us the item you wish to return. You will then be asked to confirm how you wish to return the unwanted item.
Rejected items can be returned to us in 1 of 3 ways:

Option 1 – Customers Own Carriers

Some customers choose to use their own carriers for returning items to us. Please ensure goods are returned within 14 days of the original delivery date. All returns must be received as new in a merchantable condition.
London House are sorry to advise we cannot take any responsibility for damaged or lost items shipped back to us by customers using their own carriers.. The ownership & responsibility of any Items being returned remain the customer’s responsibility until the item has been signed for by one of our team.

We strongly recommend that customers insure any item they are returning to us to cover for any eventuality.

Option 2 – London House Collection

We are happy to arrange a collection for you. Please e-mail us requesting a collection & advise where & when the goods can be collected. Please note all collections are made Monday to Friday only on a nominated day between 9.00am – 5.00pm.
Unfortunately as we provide a FREE delivery service we are unable to provide a free collection service.
London House will provide a quote before confirming collection. Guideline prices are as follows:
Small Rug ( 70×140 – 120×180 ) £20 per item
Medium Rug ( 140×200 – 170×240 ) £25 per item
Large Rug ( 200×290 Upwards ) £35 per item
Failed Collections are charged at £15 for each collection attempt.

Option 3 – London House Exchange

If you wish to make a re-selection this is not a problem, simply select a piece from our website or get in touch, via email or telephone, and we can find a range of pieces for you to select from for exchange.

Where an exchange is requested the rejected item is likely to be collected when your re-selection is delivered. Please note collection & exchange charges are lower than return charges as we subsidise the delivery.
Exchanges take place Monday to Friday between 9am & 5pm.

London House will provide a quote before confirming delivery & collection. Guideline prices are as follows:

Small Rug ( 70×140 – 120×180 ) £10 per item
Medium Rug ( 140×200 – 170×240 ) £15 per item
Large Rug ( 200×290 Upwards ) £20 per item

Get in Touch
Our team are on hand to answer all your rug related questions and to discuss your rug requirements.
Send us a message or give us a call.
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