DELIVERY & RETURNS
1.All rugs are made to order, please allow 8-12 weeks delivery. We currently only deliver to the UK.
For deliveries in the UK, we typically use Fedex, DHL or Parcelforce. These services are economically priced and do not offer a flexible or guaranteed delivery day/time. Please ensure you provide a delivery address where someone will be available to receive the delivery between 7.30am and 5.30pm, Monday to Friday. If the couriers are unable to complete a delivery due to nobody being present, a calling card will be left asking you to contact them directly to arrange a re-delivery. If you do not contact the couriers within 48 hours of receiving this card, the goods will be returned to our warehouse and a re-delivery charge may be applicable to your order.
We will not be held liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this event, we will inform you of any delays as soon as possible. Delivery will be made to the Delivery Address specified at checkout when you complete your order or separately agreed by email. Should you wish to change the delivery address after goods have been dispatched from our warehouse, we will require you to cover the redirection charges. Please be aware that the redirection approval is subject to your order and account status. Isobel Morris retains ownership of all items until they have been paid for in full and delivered to the destination address. Once your goods have been delivered, the risk of damage or loss of the item passes to the recipient.
Please inform us of your wish to return your purchase within 10 days of receipt. There is a delivery charge for the return service.
Please contact us to confirm the return location in advance. We will then advise the cost of return. Goods must be returned to us in the original packaging or replacement packaging deemed suitable to protect the goods whilst in transit and they must arrive with us in the same condition as when sold. Once the goods have been received by us and we have confirmed their original condition, we will issue a refund for the amount paid (including delivery) minus the return charge.
Custom/Bespoke products are non-returnable.
4.Item(s) Damaged on Arrival
In the unlikely event that you receive a damaged product, you should notify us in writing (using the details on our Contact Us page) within 48 hours of receipt of the goods. Please provide photographic evidence of the damage. We will arrange a courier collection of the damaged item. Once we receive the item at our warehouse, we will examine the goods for damage as per the photographic evidence. If the damage is verified, we will replace the item at no additional cost to you.
5.Non-Delivery of Item(s)
Please allow 12 working days from dispatch for the delivery of ordered items. If the items are still not delivered after this time, please let us know (using the details on our Contact Us page). Please provide us with the original order number as reference. We will then investigate the non-delivery with the relevant delivery service provider used for the order and offer you a replacement order to be sent out or a full refund for the undelivered goods.
If you are eligible for a refund, we will refund you via the method of payment you used when you originally paid for your order. The refund amount will be the total amount you have paid for the particular order or a fraction of this, depending on the nature of the fault at hand. Please note: it is your responsibility to advise us of any changes to your payment method.