Great News! We offer a Free 30 Day Returns Service.........
On all orders over £75. If you inform us within 30 days of receiving the product and your order value is more than £75, then you will qualify for our free returns service.
Simply email us at helpUK@runrug.com to make us aware of your intentions. We shall then arrange a free returns label for you to return your parcel to a nearby DPD shop return location. All you need to do is print the prepaid label and return at your convenience to the a DPD shop return location. Refunds are typically processed within 5 days of receiving the product back.
If your order is under £75, then please arrange to send it back to our address at your own expense. Alternatively, we can arrange a collection for a fee of £10.
Any delivery fees that have been paid when ordering the product are unfortunately non refundable.
Our free returns service is only available to addresses located in UK Mainland (Excluding Highlands, Islands, Northern Ireland and all other International addresses outside of the UK)
Only one free return is permitted per customer. Where a free return has been granted, further transactions will only be collected at the discretion of our customer services team and we reserve the right to decline the return of additional orders. This does not affect your statuary rights. Any additional exchange postage fees will be chargeable at current delivery fees.
Products that are returned must be returned in there original condition. We cannot accept products that are returned and can be seen as to have been used.
*Please note that the following products are excluded from our free returns service and 30-day return policy......Orders under £75, 30cm Lengths, Clearance Runners, Bespoke Stair Rods, Bespoke Brink & Campman, Bespoke Alternative Flooring, and Opened Wedding runners.
**Clearance products are non returnable.
Please return the item to us within 30 days of taking delivery of the product.
Send the product back to us in an unused condition and in its original packaging.
Enclose your invoice in the package with instructions to either refund or exchange.
We advise you obtain proof of postage.
If you return an item that is damaged, we shall either replace the product or issue a refund at your request.
Whilst every effort is made during photography processes, to accurately reproduce colours we do not accept any responsibility for the payment of returning items if there has been a misrepresentation of colour.
This does not affect your statutory rights as a consumer.
Should you need to send a product back to us on your own accord then our returns address is as follows:-
runrug.com 84a Freeman Street Grimsby N. E. Lincs. DN32 7AG
Free Delivery...... Our free delivery only applies to orders over the value of £75 (excluding any discount applied). This offer only applies to UK-Mainland addresses as identified by our courier and excludes UK-Non Mainland,Highlands, Islands & Northern Ireland and International.
UK-Non Mainland Deliveries...... In the case that a UK-Non Mainland address is accepted by our system, or is changed at the point of sale to UK-Mainland, we reserve the right to hold the order until we have accepted payment towards the shipping that should be charged.
International Delivery Rates...... Rates for international shipping are calculated at the checkout based on the product/products you are ordering. If you want to confirm shipping cost before ordering please call us on 01472 287044.
Order Dispatch...... Typically you should receive your order no later then 3-4 working days after the purchase date. We always try to dispatch orders within 24hrs.
Our Couriers...... We use a range of couriers partners for the shipment of our orders. The vast majority of our orders will be delivered by DPD - If your order is being delivered by DPD you will receive an email and text (if contact details are provided in the order) from DPD confirming the date and 1 hour time slot of your delivery. Some of our orders will use our alternative preferred partners including but not exclusive to APC, ParcelForce and Yodel.
Tracking Your Order....... Should you not have received your goods with in 3-4 working days of your order then you are welcome to get in touch with our customer care team and we can track it for you.
Special Instructions.......... You are welcome to make known any special instructions regarding the delivery or delivery method, such as leave with a neighbour. Please note that the courier will not leave the product without a signature unless we have notified the courier of any other arrangements.
Missed Delivery.......... If no one is available to accept the item then a calling card will be left for you, you can then rearrange delivery for a convenient time to suit you.