Delivery / Returns

We deliver all items over £95 FREE to mainland England, Wales and Scottish Lowlands. For Deliveries to the Scottish Highlands and Islands, Northern Ireland, Isle of Wight, Isle of Man, the Channel Islands or outside the UK the price will be calculated on checkout or see our price list below or if you are buying a small rug or runner contact us for a postal quote.

We aim to dispatch in 1 working day for delivery in 2 to 4 working days.

Delivery Charges to:

Scottish Highlands and all Scottish Islands (Zone B) £9.50 to £14.00 

Northern Ireland:(Zone: C) £9.50 

Isle of Wight: (Zone D) £8.00

Isle of Man: £42.00

Channel Isles: £65.00

Delivery Charges to Europe per rug: (Sizes upto 200cm x 300cm, please contact us for a price on larger sizes)
Austria: £34
Belgium: £22
Denmark: £30
France: £22
Germany: £22
Holland: £22
Ireland (Republic of) £22
Italy: £28
Portugal: £28
Spain: £28
Sweden: £30

Other destinations per rug:

USA: £95.00
Canada: £95.00

If you you wish to proceed with additional charges, the delivery charges will be automatically added during checkout.

Our standard working hours are 10:00am – 5:00pm, Monday to Friday. We aim to dispatch orders received for UK mainland except Scottish Highlands, within 1 working day for delivery in 2-4 days (Monday to Friday). Bank / Public holidays are not classed as working days, if you have any questions please don’t hesitate contact us on 0191 454 1972.

Returns: You may return any "Rugs" purchased within 30 days of delivery for any reason. To do so you must notify us by telephone within those 14 days. You must return the rug in asuitable water proof packaging and in the condition they were delivered. You must arrange for and pay the costs of returning the goods to us.

Upon receipt of the goods, and subject to them being in satisfactory and resalable condition we will refund the cost of the rug. We will not refund any carriage charges you incur as a result of your cancellation of your order

Note: We will not issue refunds on any rugs that are returned to us damaged or soiled  because of poor packaging, we will store the rug at our premises for 30 days for you to arrange collection.

For more information on your rights to return, please Click Here

Advice on Returning Rugs:

If you wish to return a rug there are a few online services we have listed that you can use, they are all dependent upon size. With all returns the rug will need to wrapped in waterproof material with no exposed areas. If you need suitable packaging to return a rug please contact us and we will post to you by return.

For smaller items with a wrapped length of 120cm or under you will find cheaper alternatives to the Post Office. So, if the rug width is 120cm or under there are some cheaper alternative courier services available. You can obtain an online quote from some of the following: Click the link to go to the site for a quote

Parcel 2 Go: Compares several different courier services offering options for small and large parcels, the courier usually collects from your door.

My Hermes: are good for smaller rugs and runners 120cm or under, they have 100's of local drop off points or will collect from your door.

Pharos Parcel: Use UPS so not always the cheapest but offer a good service, they will collect from your door.

Post Office: If you want to compare prices.

With all of these services you will need to book and pay online, you will need a printer to print out the delivery label and the rug will need to be suitably wrapped.

Before you book any online service you will need to know the size of the parcel you are sending. When the rug or runner is wrapped you will need to measure the wrapped dimensions length, height and width. Note: This is the wrapped size of the parcel, not the size of the rug on your floor.

rug Dimensions

Note: If you are returning extra large rugs or more than one rug you can contact us on 0191 454 1972 for more advice should you get stuck. Our Return address is:

Encove Ltd (Rug Zone)
within New Image Carpets,
70-76 Westoe Rd,
South Shields,
Tyne and Wear, NE33 4NA

Rug Exchange: If you wish to exchange a rug for a different colour or size you will need to return the rug and we will send the exchange once we receive it. Alternatively your can purchase the new rug and return the old rug using your chosen courier, once we receive it we will issue a full refund.


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*Delivery times are estimated assuming the item is available from stock for immediate dispatch to UK mainland destinations. If any part of your order is out of stock we will contact you with the delivery date or an alternate option. If this is not satisfactory we will issue an immediate full refund.

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