For the successful delivery of your order, we need someone present at the address, as a signature is necessary for confirmation. If you anticipate not being available frequently during regular delivery hours, please consider this before placing an order; please bear this in mind if no one is usually home in the daytime. If no one is available at the time of delivery, our delivery partner will make another attempt the following business day. They might also leave a note mentioning they've left the package with a neighbor, in a secure spot, the date of the next delivery attempt, or instructions on how to retrieve it. Please note that Rug Love cannot dictate the courier's specific actions or their chosen drop-off locations. Once the order departs our facility, we can't be held accountable for any delays. If the tracking info indicates that your item has been delivered but you haven't received it, check possible drop-off points like secure areas or with neighbors, especially if you reside in an apartment/flat. Reach out to us if you need further assistance. Our couriers do not operate on weekends.
Often, delivery complexities arise with apartments/flats. If there are specific details about accessing your location, please share them with us in advance.
It's important to highlight that if you've ordered multiple rugs, they might be delivered at different times. Verify your order confirmation to see if all items have been dispatched. The delivery address is sent directly to the courier as provided by you; should there be any inaccuracies, please inform us promptly.
If your package was delivered to an incorrect address, here's how it's typically resolved:
A misdelivery means the shipment has been sent to the wrong location. In such cases, the courier will arrange for a pickup from the area it was mistakenly delivered to. The driver will then attempt to redeliver it, ideally on the same day. If not, they'll try again the subsequent business day. Remember, before any refunds or replacements are provided for undelivered items, the courier needs to finalize their investigation, which might take a few days. If you find that your purchase was returned to us by our delivery partners, it could be due to one of the following reasons: the recipient declined the package, our delivery partner couldn't reach the address or find anyone present after multiple attempts, the delivery address had missing details, the package was damaged during transit, or the order wasn't collected from the designated access point within 10 days of arrival