Delivery Charges, Delivery Details, Refunds, Returns and Exchanges.
Monday 31st May
Please be aware that Simplyrugs.net will be closed on Bank Holiday Monday. All orders taken after 2pm Friday, over that weekend and on the Bank Holiday Monday will be processed and dispatched on our return on the Tuesday. Thank you for your patience.
Delivery of General Orders :
Any orders received Monday to Thursday up to 1:00 pm , (and once payment is confirmed,) will be processed and placed on next day dispatch with professional Door to Door Couriers. On occasion the courier may miss an overnight delivery between their own hubs - when this occurs, your order may arrive a day later.
Orders received after Thursday 1:00pm, Fridays, Saturdays and Sundays will be processed on the following Monday (Not including bank holidays) and placed on next day despatch with our courier service.
Orders for Washable Rugs and certain wool rugs will be fulfilled within five working days (not including bank holidays). This is due to the fact that all washable rugs are hand finished to order, hence the very slight delay.
Please ensure that you put a correct phone number on your order. This is for the couriers use only, should they have problems finding your address. Please Note : For your own privacy, we shall not use your phone number or any information given, for any purpose, other than delivery of this order, or payment query.
Please ensure that you put your full delivery address on the order form - part addresses will result in problems during delivery. If you have any further delivery instructions or directions (If the property is hard to find for instance) - please put these in the special instructions section on the order form.
Unfortunately we are not currently able to offer the option of delivery to an alternative address other than the payment card address. This is a further step in Simplyrugs efforts to reduce fraudulent use of credit cards. Should you wish to have your rug delivered to another address, you must ring simplyrugs first on 01924 460638 and discuss it with one of our sales staff prior to making the order.
Free Delivery offer:
If your Rug order (not including delivery) is worth £49 and over and you live on the mainland UK, you qualify for free delivery.
Simply, select the Free Delivery option when you check out
Please note that if you live in the Highlands and Islands, Northern Ireland or any offshore UK island- the Free Delivery offer may not apply. Please contact lynne@simplyrugs.net with your postcode and details of the items you wish to order for an accurate delivery quote or to confirm if your deliver is free.
DELIVERY OUT OF UK MAINLAND AREAS.
We are happy to deliver to offshore UK islands, The Highlands, Northern Ireland and Republic of Ireland on a 3 - 5 day door to door dispatch. For an accurate shipping quote please contact lynne@simplyrugs.net with your rug choice, and your address including post code and we will organise an accurate delivery quote for you.
For delivery to the rest of Europe or international, please contact us by e.mail to lynne@simplyrugs.net with your name, address (including full post code) and the item description and size that you are interested in. We will then contact you with a delivery charge for this item. Please note that items purchased in this way must be paid for by Paypal, as this allows us to add on the delivery charge to your order. This cannot be added via the website prior to order. On receipt of your order, we will send a paypal payment request for the correct amount. On payment of this, your order will be processed.
NEXT DAY DESPATCH
All rug orders (unless otherwise specified or agreed) are despatched the next day from Simply Rugs on a delivery service using door to door couriers. In recent weeks, due to the seasonal heavy parcel traffic, we have noted that sometimes next day delivery does not occur with deliveries being between 1 to 3 days. Due to this situation please be aware that we cannot guarantee next day delivery although most orders will arrive the next day. If you do not receive your order within seven working days, please contact me on lynne@simplyrugs.net and we will chase your order for you, supplying you with a tracking number and contacting the courier on your behalf until your item has been delivered.
All orders are insured, and should your order, for an unforeseeable reason, not be received and be classed as missing by the courier (usually within 10 working days) a new one will be dispatched at no extra cost to the customer.
Monday to Friday Daytime Deliveries - Order value LESS THAN £49:
To keep things as simple as we can, delivery is based on a single price of £12 per rug with an additional reduced charge of £4 per extra rug included in the same order. Siimply choose the rug/s you wish to purchase and the delivery charge, which is additional, will be applied at check out and can clearly be identified. The First rug £12 and additional rugs £4 delivery fee is applicable to all rugs on this site, whatever their size or weight.
If your order is only marginally less than £49.00, then why not check out our clearance range of rugs which are massively reduced in price, and add one of these to your order using your reduced additional rug delivery charge - and bag a complete bargain. A good alternative is either an entrance mat or a childs room rug.
Is VAT included?
Yes, VAT is included in the cost of your rug. We keep delivery charges as a separate charge (if applicable) so that you can see the true cost of your rug. (See Delivery Charges and exceptions below)
Even with our delivery charge on top, we are consistantly cheaper than other suppliers who indicate that they are delivering 'for free'.
Bulk Purchases
If you wish to order a large number of rugs, (10 or more) then a discount on the rugs may be available depending on the type and quantity of rugs you wish to order. Please contact us directly at lynne@simplyrugs.net
Payment by visa, master card, maestro, switch, paypal etc., is the fastest route to a quick delivery. We do accept cheques, but we will not dispatch an item until the cheque has cleared our bank, so this will of course incurr a delay in receiving your item.
The website is usually up to date and clearly shows when an item is out of stock, however, we will inform you by e.mail within 1 working days if your rug is out of stock, or if there is a problem, and you can choose whether or not to proceed with your order. In nearly every case we will give you an informed option of either an alternative item, a waiting period or a part/full refund if required.
Deliveries are made using professional couriers in secure packaging and all deliveries will require a signature for security purposes.
Signatures are only accepted from the householder or designated neighbour. We will not accept signatures from people outside the house, i.e. fixing a car or standing outside the gate!!! Our couriers are within their rights to refuse to deliver an item if they feel suspicious of circumstances.
If you would like your rug leaving in a secure place without requiring a signature, we shall need full details on the order, however, please be aware that Simply Rugs cannot be held responsible for items that go missing if you choose this option. Your item will not be insured and we cannot replace a missing or damaged item.
On the day of delivery, if there is no one in at your designated delivery address to accept the order, then the courier will leave a card with clear instructions how to contact them for another delivery spot - they will then take the rug back to the local depot.
It will be possible for you to arrange pick up at the depot yourself, if you so choose. You will require up to date ID, the delivery card itself, and you will need to arrange the collection direct with the depot.
Please note if our couriers are not contacted by the end of Day Five, the rug will be returned to Simplyrugs and you will be charged with the return delivery cost.
If you expect to be away on business or on holiday during this period, please advise us when it will be possible to deliver your order and we can delay delivery.
RETURNS POLICY
We know that you will be pleased with your purchases from SimplyRugs.net. However, there may be occasions when you will need to return items to us. Please ensure that for whatever reason you are returning your item, that you contact us first on lynne@simplyrugs.net within 5 working days of receipt of your item. It is important to do this so that we are aware of your returning item.
You can return a rug any way you choose as long as it is safe, secure, and is signed for when it arrives back at Simplyrugs.net If you choose to return your rug via a courier, we can strongly recommend www.wedelivertheworld.com This is a very professional service, with a step by step guide to ordering collection online. You do not need to have an account with them, and the couriers used are such as DHL. With this service it is possible to arrange collection on a date and time suitable to you. Please ensure that the item is suitable packaged. Ideally in its original wrappings. If the item is returned dirty, used, or the packaging has been split so that the rug becomes damaged or soiled on its return to us, then we cannot accept this item and will not sign for it, marking it as return to sender.
Items Damaged in Transit.
If any items were damaged in transit, we ask that you report it to us within 5 working days. If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.
Items Faulty on Arrival.
If your items are faulty on arrival, you have 5 calendar days in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.
Items Faulty after use.
If any of your purchases develop a fault, and it is between one to two months since your purchase, you may return the items under your own form of transport for our inspection. If it is thought that the item is genuinely faulty then we will replace the item if at all possible, and reimburse you with the delivery cost. If it is felt that the fault is due to general wear and tear, we will not reimburse you with the delivery cost. You can then choose to have the item back, or purchase an alternative.
If you simply change your mind
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 7 days of receipt. The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received at SimplyRugs.net, we'll issue a full refund for the product (not including the original delivery charge or the return charge) via your original payment method if at all possible. (This does not include credit/debit card payments - see Refunds below)
Please note this policy has some limitations and does not apply to business customers.
Exchange of Rug for another.
If you are unhappy with your choice and would like to swap your rug for another from our site, you simply need to contact us by e.mail or phone and confirm your new choice. Once we have confirmed that it is possible to swap the items, you will need to send the rug back to us under your own carriage, and on receipt,we will then process the replacement rug, confirming the additional cost if necessary. If your replacement item is less than £65.00 then the delivery charge will apply.
If you have received the wrong item.
If you feel that we have sent out the wrong item, be it size or colour, or design, please contact us in the first instance. We will require an image of the incorrect item or measurements to be sent to us, and if we feel that the item has been wrongly sent out, then we will ask you to return the item. On checking the item, and confirming the error we will refund you the delivery charge. We will then send out the correct items with a free delivery.
It is important that you retain proof of the delivery along with the charge, and supply us a copy of the receipt for later use. Please ensure that you use a reputable courier and that the delivery is a system where the item has to be signed for.
On occasion we may arrange the collection ourselves, but this is only with prior consideration.
However, if we feel that once we have received the items back, that the rugs were infact correct, then we reserve the right to charge the customer for that collection, and only refund the cost of the items less the delivery charge.
How to return a rug.
You can return a rug any way you choose as long as it is safe, secure, and is signed for when it arrives back at Simplyrugs.net If you choose to return your rug via a courier, we can strongly recommend www.wedelivertheworld.com This is a very professional service, with a step by step guide to ordering collection online. You do not need to have an account with them, and the couriers used are such as DHL.
To return a rug please use the following address :
Simplyrugs.net
c/o Heatseam Limited,
Ravensthorpe Road,
Thornhill Lees,
Dewsbury,
West Yorkshire WF12 9EG
Refunds :
We can only refund to the customer using the method of original payment. We will not and can not refund to an alternative card, or by cheque/postal order or cash.
Please note : We do not accept returns or make refunds on any item purchased from our X Stock, or shop soiled clearance section. The rugs are sold at a massive reduction and as such are sold as stock as seen/read online.
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