Delivery & Returns
We offer FREE UK Delivery by tracked courier on all our rugs. Standard delivery takes 2-3 days. We will contact you to confirm delivery instructions prior to despatch.
If you are not completely happy with an item you have purchased from us you can return it for a FULL REFUND*. You must inform us of your intention to return goods within 14 days from the date the order is delivered by completing our returns form below. You are responsible for return postage costs. As a guideline, an average size rug can be returned via a door to door courier (eg. Myhermes) for approximately £7.50.
When returning goods please ensure they are well packaged. If goods are returned in used, dirty or damaged condition no refund can be issued.
Please include your name or order number on the outside of the packaging to enable us to identify and refund your order.
Please address all returns to:
FLOOR_STORY at Kent & London
5 Hackney Road
London E2 7NX
*Custom Made or special order rugs are non-returnable.
*We can not refund upgraded delivery service payments (eg. International, Offshore, Saturday, Before Noon).
If you would like to exchange your order please follow our normal returns procedure above. Once we have received your return we will email you to confirm you have been refunded in full. Then you can simply place a brand new order on our website for the other rug you wish to purchase.