Lead Times

Each product has an estimated lead time that is displayed on the website. On standard products, estimated lead times range from 1-2 days to 10-14 days. Custom products can have significantly longer lead times.

On the rare occasion the item you have purchased is out of stock, we would require a 28-day window for delivery in which we would inform you immediately via email or phone call. Unfortunately, we do not allow any extra compensation for late delivery of goods.

Free Delivery

* Our Highlands, Islands & Northern Ireland delivery services includes the following postcodes: IV3 – IV 56, IV63, BT (ALL), GY (ALL), JE (ALL), KW1 – 17, PA20 – 42, PH19 – 40, PH60, IM (ALL), KY15, KY17, PA60 – PA62, PA 77 – PA78, HS (ALL), ZE (ALL), PH41 – 44, KA27 – 28, PO30 -41.

The table above explains the free delivery services available for all customers.

International Delivery including Northern Ireland, Europe, USA and the Rest of the World

Please note International delivery is shipped on a duty unpaid basis (DDU). This means the recipient is liable for any local taxes, import duties and clearance fees, which may be charged on purchase. If there are any issues with your order already in progress, we will contact you directly with the contact details provided.

At Scarlet Rugs, we understand not all online purchases are as you imagined and sometimes you may not want to keep your order for several different reasons.

All purchases may be returned within 28 days of receiving providing they are in the condition as purchased and securely re-packaged. Due to the current evolving Covid-19 restrictions and consequent Government safety precautions we are strictly abiding to, we please ask you at this time allow a small amount of extra time for our Returns Team to process your returned item and for your refund to reach you. Once your returned item is received back to us and processed by our Returns Team, we will then refund your order and confirm this in email directly.

Non-Faulty Returns

Please fully complete the returns form enclosed with your order (or write your name, email, order number on a piece of paper within the re-packaged return and reason for your return), fully package your item(s) in heavy-duty polythene i.e. thick bin bags securely taped (to protect from dirt and damage in transit) and return to the address detailed below.

You as the customer are responsible for return postage charges. We would recommend using a tracked and insured service for your return.

Please bear with us at this time for our Returns team to process your returned item and to then process your refund. To help us with this process we please ask that you comply with our returns process and delivery of your returned order, including how it is packaged back to us as outlined on this page.

Refunds: Refunds are issued upon receiving the returned goods. Upon receipt of your return and once processed (3-5 days once received) please then allow 3-5 working days for the money to go back into your account. We are unable to refund custom made goods, please be aware when ordering all details are correct before purchasing.

Exchanges: If you would like to exchange your item for a different size/colour etc the returns process will still be the same. We would then ask you to  contact our sales team via email [email protected] with as much information to help speed up the process to arrange a new delivery time with your new item.

Product Photography: Please note that every effort is made to ensure colour accurate product photography and Scarlet Rugs Ltd cannot be held responsible for photography being miss misrepresented on customer’s devices (due to screen settings etc). In such a situation, the customer will still be liable to pay returns postage charges. If you have a specific case that you would like to discuss then please contact us.

Faulty Returns

If your order is found to be faulty, please contact us as soon as you notice any potential fault in advance of returning the item. Please write your name, email, order number on a piece of paper within the re-packaged return and reason for return), fully package your item(s) in heavy duty polythene i.e. thick bin bags securely taped (to protect from dirt and damage in transit) and return to the address detailed below.

Please bear with us at this time for our Returns team to process your returned item and to then process your refund. To help us with this process we please ask that you provide as much detail and information as possible on the faulty item received in your email you send us – which will help us to speed up your return.

Returns Address

The Scarlet Rugs return department

Scarlet Rugs Ltd
215-217 London Rd
Staines, UK, TW18 4HR