terms & conditions
1. MAKING A PURCHASE
You can make a purchase by using our ‘Rug Designer’ to design your own custom rug or you can choose from one of our pre-designed rugs and input the size that you would like to have it custom made to. All rugs are made to order. Once you are happy with your rug design and size you can add it to the ‘shopping basket’. Following this you will be asked to set up an account by entering your address and contact details. You will then be forwarded to Worldpay (our secure payment provider) where you can safely submit your payment details and complete your order.
2. ONLINE PAYMENT SECURITY
All of our online transactions are done via Worldpay. Worldpay are owned by the Royal Bank of Scotland Group and is one or the largest online secure payment providers in the world and is used by millions of people worldwide to purchase goods online. For more information about WorldPay visit www.worldpay.co.uk
a) We aim to deliver all orders within 14 working days of placing your order. However on occasion unexpected delays may occur and therefore we ask that you allow a maximum of 21 working days for delivery. If your order is out of stock we will contact you by phone or email to advise you and give you the option to cancel you order without any penalty.
b) Our standard free UK mainland deliveries take place between 9am and 5.30pm Monday to Friday. We are not able to specify a delivery timeslot on standard deliveries, however we do offer upgraded delivery services such as before noon, afternoon, evening and Saturday delivery at an additional cost should you require this.
c) A signature is required by our couriers as proof of delivery.
d) Once your rug is ready to be despatched a tracking e-mail will be sent to you allowing you to track your delivery status. As we are reliant on our couriers fulfilling the delivery and can not be held responsible for any error on their part. On the rare occasion that a delivery date is missed by our courier please contact us and we will do our best to resolve the problem.
e) If delivery is attempted and you are not available to sign for the goods our couriers will leave a card and will automatically attempt re-delivery the next working day, unless you contact them to advise that you would like the re-delivery on a different weekday. Should you miss two delivery attempts our couriers will hold your package at your local delivery depot for 5 days. You must contact the couriers within this period to re-arrange delivery. Failure to do this may result in your order being returned to ourselves. Any goods which are returned to ourselves will be subject to a £15 re-delivery charge.
4. OFFSHORE DELIVERY COSTS
When making your purchase you can select from a variety of offshore delivery options. The price we quote for of each of these options on our website is based on a maximum shipping weight of 15kg. If you make a purchase via our website and your total shipping weight is over 15kg we may contact you with a revised shipping quote. You are not obliged to accept this revised quote and may cancel your order with no penalties if you wish. You are most welcome to contact us for a shipping quote before placing your order if you envisage your total shipment weight exceeding this 15kg limit (i.e. if you are purchasing very large rugs or a reasonable quantity of smaller rugs).
5. CANCELLATIONS & RETURNS
As all of our rugs are custom made to your specific requirements orders CAN NOT be cancelled once they have been placed (unless you have been informed that the goods are out of stock). All goods are non-returnable unless they have been delivered damaged, have a manufacturing fault or an incorrect item has been sent to you in error.
6. IMPERFECTIONS & BORDER RIPPLING
All of our rugs are made using natural sisal. Please note that due to its nature sisal can contain some slight imperfections. A rippling of the border can occur naturally as the sisal material is prone to expansion and contraction from humidity whereas the border does not expand and contract. Rippling is more prone on rugs where the length is more than 2.5 times that or the width.
7. DAMAGED GOODS
All items are inspected before despatch to ensure they are free from any damage. When the goods are delivered we ask that you check that they have been received in good condition. If the goods appear to have been damaged you must sign for the goods as “damaged” with our couriers. If the goods can not be checked you must sign for the goods as “unchecked” with our couriers. Any damages must be reported to us within 48 hours of delivery. Damaged rugs will be collected and replaced like for like. Collections are Monday to Friday between 8.30am and 5.30pm. We are able to arrange a suitable day for collection but unfortunately we are not able to specify a collection time.
Goods which have not been signed as “damaged” or “unchecked” will not be eligible for a refund or exchange.
8. DELIVERY ERRORS
If the incorrect goods have been delivered to you in error you must notify us within 48 hours of receiving the delivery. We will then arrange to have the goods collected from you and replaced with the correct goods. Collections are Monday to Friday between 8.30am and 5.30pm. We are able to arrange a suitable day (Mon-Fri) for collection but unfortunately we are not able to specify a collection time.
9. OUT OF STOCK ITEMS
The vast majority of our sisal inners and borders are in stock, however on rare occasions we may be out of stock of a certain sisal inner or border. If this is the case we will contact you with a revised delivery date giving you the option to wait for your chosen rug, or the option of a full refund.
10. PRODUCT REPRESENTATION
All colours are as accurate as the photography process will allow. Circumstances outside of our control such as computer monitor settings can sometimes affect how colours are displayed on your screen. As the interpretation of colours can vary from person to person please be aware that any description of rug colours on our website are our own colour interpretations and are for guidance only. If you wish to see the exact colour of a sisal inner / border or the size of the weave you may request a sample before placing your order. Due to the nature of the manufacturing process of handmade sisal rugs there can be some slight size variation (a tolerence of +/- 3%).
11. OUR RIGHT TO CANCEL
We may cancel the contract between us if:
a. The goods you have ordered are unavailable for any reason;
b. We do not deliver to your area; or
c. One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit or debit card as soon as possible. We will not be obliged to offer any additional compensation for disappointment suffered.
12. OUR LIABILITY TO YOU
a. Limitations on our liability to you
You are responsible for observing and complying with all applicable regulations and legislation which affect your purchase and subsequent use of our goods. This includes obtaining all necessary customs, import or other permits to purchase goods from our site. Certain national laws may prohibit the importation or exportation of certain of our goods to you. We make no representation and accept no liability in respect of the export or import of the goods you purchase.
Please note that nothing in this section of these terms and conditions is intended to limit any rights you might have as a consumer or other statutory rights that may not be excluded by law, nor in any way to exclude or limit our liability to you.
13. THINGS YOU SHOULD KNOW
a. Events beyond our control
We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control.
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
d. Third party rights
A person who is not a party to this contract has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this contract but this does not affect any right or remedy of a third party that exists or is available apart from that Act.
e. Governing law
The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.
f. Entire agreement