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Everyone hates the small print - Sorry

That said we are a team of like minded people who care about our customers, in the event of any problems our first aim is to resolve the matter in the interest of all parties involved.

Terms & Conditions

Please take a moment to read our terms and conditions before placing an order.

Making a purchase

Simply browse our online catalogue, click on items required and those goods will be placed into your shopping cart. When you have finished, click on the checkout icon where your total bill will be listed and calculated.

Payment & security

All orders require full payment at the time of being placed. This can be done using our automated checkout, alternatively we are happy to process your order over the phone if you prefer to talk to an individual. Our secure payment partners are Shopify Payments, Google Pay and PayPal, whom take full responsibility for capturing and storing your payment information on their secure servers.


Once your order has been received we will email you an order confirmation outlining the items you have chosen to purchase. We kindly ask you to take a moment to ensure the your order is correct. If you find an error please email our team immediately at or give us a call.


At checkout all customers will be asked to confirm they have read these terms and conditions of trading which apply to all orders placed with in relation to the purchase of goods and services. is the trading name for Rugs Direct Online Limited.

Lead times

Estimated lead times can be seen both within the product information page & within your account. Please be aware whilst we do our best to honour the lead times quoted these times are estimates only and are not contractual.


The prices payable for goods & services are set out on our website in Pound Sterling and include UK VAT. Export orders placed where VAT does not apply will be re-calculated at the check out.

Product representation

We go to great lengths to accurately reproduce our products online to enhance your experience, however from time to time due to individual user monitor resolutions and settings, items may appear differently upon delivery. We are unable, as such to accept any liability for colour misrepresentation and strongly advice customers to contact us directly if you are uncertain about a purchase you wish to make. We are continuously developing our product range and reserve the right to amend the specification of product without prior notice in relation to future sales.

Out of stock

In the unlikely event that your order is out of stock, we will notify you within 48hrs of your purchase and provide the option to cancel or change the item. If you wish to proceed with your original order we will advise you of the estimated lead-time for the restock. Please be aware estimated lead times are guidelines only and are not contractually binding.


All sizes are quoted as a representation only. The very nature of hand made product sometimes results in size variations of up to 5% or 5 - 10cm in length or width this is typically regarded as a feature not a fault.

Your right to cancel - standard stock items

Standard stock items can be cancelled up to the point of dispatch.

Simply email us at

Your right to cancel - a custom order

Custom and bespoke items can be cancelled up to 48hrs from the initial order date. We are sorry to advise we are unable to offer refunds on these items once they have gone into production. Definition - custom or bespoke items are products that have been specifically made to your exacting size, special coatings or material combinations.

Our right to cancel your order

Sometimes we are unable to complete customers orders. If we need to cancel your order we will notify you by e-mail and provide a full refund. We will do our best to provide alternatives however we are unable to offer additional compensation for any inconvenience or disappointment caused. We reserve the right to cancel your order if :

  • Definition
  • The goods you ordered are incorrectly defined or listed at an incorrect price due to a typographical error or an error in the pricing information provided by our suppliers.
  • Unavailable
  • The goods you have ordered are unavailable or have been discontinued.
  • Access
  • We are unable to provide a delivery to your address.



All orders will be delivered to the address you provide at the time you place your order. If your delivery details change please contact our customer service department by e-mail. Please note once goods have been dispatched we cannot change delivery details or accept a cancellation. Dispatched goods can be returned in line with our 14 day return policy. Any items refused upon delivery may be subject to an additional cancellation / return delivery fee.

Multiple deliveries

Where possible we will always group your order and ship it together, however this is not always possible we reserve the right to dispatch items separately.

Standard free delivery

For all Mainland UK orders over £50.00 we offer a FREE weekday delivery service. All other orders may be subject to a delivery charge which will be shown at checkout. Our free delivery service take place between 9 - 5.30pm Monday to Friday only. Please be aware it is not possible to offer time windows or advanced calls on this service.

Morning & Saturday delivery

Some customers find it hard to take a day off work or be home all day.

With this in mind we offer a chargeable week day morning or Saturday service. More information can be found in our delivery section and prices for these options are shown at checkout.

Delivery notification

When your order is ready to ship we will advise you prior to delivery by e-mail. Please ensure someone is available to receive your order at the nominated address. In the unfortunate event of you being unavailable our delivery agents will return your order. Failed deliveries will returned to a local depot and leave a calling card. A further 2 delivery attempts will be made within a 5 working day period from the original delivery date before goods are automatically returned to us.

Failed deliveries

Sometimes things happen and orders are returned to us. In these instances we reserve the right to charge a re-delivery fee. Failed deliveries for which a refund is subsequently requested are subject to an administrative fee.


With the UK now leaving the EU, our European customers may be charged duties on products ordered from Woven. Whilst Woven take full account and absorb the duties of products coming into the UK, it is the responsibility for European and other non UK customers to cover these duties and customs upon delivery. The cost of these differs and depends on the item, quality, place of manufacture and the customers non UK address. If non UK customers reject delivery based on the above, Woven hold the right to charge the customer associated delivery charges. 

Incorrect item

In the unlikely event that your order is incorrect please notify our customer service team within 48 hours of receipt by e-mail at We will do our best to rectify the issue as quickly as possible. In the interest of speed we kindly ask customers to send us a picture of the rug & its label which helps us identify the issue and provide a solution quickly.

Faulty Item

If you think you have received a faulty item please contact our customer service team immediately. We kindly ask customers to send us a picture so we can understand the nature of the issue. We reserve the right to arrange for goods to be collected & inspected.

Events beyond our control

We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our control.

Privacy & Data Protection

Please click here to view our privacy policy in full.

We understand that many people still worry about submitting personal details on the Internet – especially their credit/debit card numbers.

We can assure you that any information you provide to us will remain safe and secure. Woven Rugs Limited only process your personal data in accordance with the Data Protection Act 2018.

Applicable law

The contract between us and these terms and conditions are governed by and interpreted in accordance with the laws of English and Wales.

The website is operated and owned by Rugs Direct Online Limited.

All communication can be addressed to us at:


Limitations of our liability

You are responsible for observing and complying with all applicable regulations and legislation that affect your purchase and subsequent use of our goods. This includes obtaining all necessary customs, import or other permits to purchase goods from our site. Certain national laws may prohibit the importation or exportation of certain of our goods to you. We make no representation and accept no liability in respect of the export or import of the goods you purchase.

To the extent that law permits us to do so, we exclude all our liability to you for any direct, indirect or consequential loss, damage or expenses ( including loss of profits, business or goodwill ) howsoever arising out of any problem relating to the goods you buy from us, other than the remedies listed in our liability to you.

If a court does decide we are liable to pay you compensation, that compensation will be limited to the amount paid by you for the goods in question. Please note that nothing in this section of these terms and conditions (or in any other section) is intended to limit any rights you might have as a consumer or other statutory rights that may not be excluded by law, nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence or fraudulent misrepresentation.

Third party rights

A person who is not a party to this contract has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this contract but this does not affect any right or remedy of a third party that exists or is available apart from that Act.


If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.


In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

Pay Later

Pay in 3

Further information and Klarna’s user terms you can find here. General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.


The discount code, PRICEMATCH20, is not valid on the following brands: Brink & Campman, Orla Kiely, Sanderson, William Morris, Florence Broadhurst, Scion, Ted Baker, Harlequin or Blue Bell Grey. 

Discount is not valid on price match offers.