Order Processing Times
Our mats are made to order on a first come first served basis.
We aim to make the majority of our mats within 14 to 21 business days. Mats with embroidery, our Checked Out and Coffee sack mats, orders with custom options such as customer supplied artwork to be embroidered or bespoke mats made from customer supplied templates, please allow 28 business days.
Priority Orders - if you choose this option at check out we will prioritise your order and aim to make and deliver your mats within 3 business days from receipt of your order. This option is only available for UK customers and where our stock levels are available. We will contact you if Priority Ordering is not available on your chosen mats.
Our business days are Monday to Friday. Orders received after 3pm will begin processing the next business day.
Shipping
Once mats are made they are sent using various couriers with a 48 hour delivery service, or Royal Mail 1st and 2nd Class post. You will receive a confirmation email when your order has been dispatched.
Not all delivery methods use tracking numbers but if the delivery method does have a tracking number it will be included in the confirmation email.
For the UK mainland you should receive your order 2 to 3 days after dispatch. For delivery to Europe please allow 5 business days for delivery. For orders outside of the UK and Europe please allow 14 business days. Any delays are out of our control once orders have passed to the courier.
Shipping Rates
Due to cost and processing times we do not offer 24 hour shipping. Our rates are determined by the courier service, we do not make any profit from shipping costs.
UK mainland shipping costs are:
For items under 75 grams - £2.00
For Items between 75 grams & 2.9kg - £4.00
For items between 3kg & 30kg - £8.00
For Items over 30kg - £30
Priority Orders - £20
International shipping costs are:
Europe - £18
Worldwide - £40
Orders outside of the UK may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Rugs for Bugs is not responsible for these charges if they are applied and are your responsibility as the customer.
How do I check the status of my order?
You will receive an email notification from us when your order has been shipped. Not all delivery methods use tracking numbers but if the delivery method does have a tracking number it will be included in the confirmation email.
Please be aware of the processing and shipping times described above before contacting us. If you haven’t received your order within the times described, please contact us at sales@rugsforbugs.co.uk with your name and order number, and we will look into it for you.
Refunds, returns, and exchanges
We accept returns up to 30 days after delivery. The item must unused and in its original condition. We are not able to offer refunds or exchanges on mats with customer supplied artwork or mats made from customer supplied templates.
In the event that your order arrives damaged in any way, please email us as soon as possible at sales@rugsforbugs.co.uk with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
For more information please see our full Refund Policy.
If in any doubt about any of the above information please don't hesitate to contact us at sales@rugsforbugs.co.uk.
Returns
Items are eligible for return for 30 days. If 30 days have gone by since your purchase unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused, in the same condition that you received it and in the original packaging. We are unable to accept returns for Spray Adhesive and Gift Cards.
Refunds & Exchanges
We only offer refunds on items that are damaged or where it is clear the wrong item has been sent to the customer. We will exchange items on a like for like basis where possible.
We are not able to offer refunds or exchanges on mats with customer supplied artwork or mats made from customer supplied templates.
Once your item is received and inspected, we will send you an email to notify you that we have received your returned item and approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This can take several days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@rugsforbugs.co.uk.
Sale & Offer items
Only regular priced items may be refunded, unfortunately sale items or items listed as an Offer cannot be refunded.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping Items Back to Rugs for Bugs
To return your product, you should mail your product to: Rugs for Bugs, Unit 5a, Checketts Lane Ind Est, Checketts Lane, Worcester, UK, WR3 7JW.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
