We want you to be completely satisfied with your rug purchase. If you’re not happy with your item, we’re here to help. Please read our return policy below for full details.
Return Window: You have 30 days from the date of delivery to return an item.
Condition: To be eligible for a return, your item must be:
Some items are non-returnable. These include:
Once we receive and inspect your returned item, we’ll notify you of the refund status.
If approved, your refund will be processed within 5–10 business days.
Refunds are issued to your original payment method.
Need a different size, colour, or replacement? We’re happy to exchange items if they’re defective, damaged, or not the right fit. Contact us within 14 days of receiving your order.
If your item arrives damaged or you received the wrong item:
Contact us within 7 days of delivery with photos of the damage. If damaged in transportation, please provide photos prior to unwrapping your rug.
We will arrange a replacement or full refund at no extra cost.
If you haven’t received a refund:
If you’ve done all of this and still have not received your refund, contact us at info@bazaarvelvet.co.uk and we will look to get this resolved ASAP.
Contact us at info@bazaarvelvet.co.uk for any questions about returns and refunds.
Colours: Although every care is taken for accurate photography, screen colours can be deceptive and are to be used as a rough guide only. If you wish to verify the colours of a rug before purchase, please contact us at info@bazaarvelvet.co.uk and we can send you a video of the rug taken from various angles. On bespoke pieces, as all the material to make the rug will be pot dyed, you can get slight differences of shade up to 5%.
Shedding: It is normal for a rug to shed some fibres within the first few months of use. This will decrease over time and with regular hoovering. Shedding does not affect the overall structure of your rug; the fluff is just excess material caught in-between the yarns during the knotting process. This is a natural characteristic of the product. You can sometimes also get the odd tuft that is sitting higher than the rest of the pile, due to the handmade nature. Occasionally in the finishing process a few longer tufts get trapped in the pile and only as you use the rug a few can appear. This is not a fault, just the nature of a handmade rug. Just trim the longer tuft with scissors to the same height as the rest of the rug.
Sizes (Hand Knotted and Hand Loomed rugs only): The handmade nature of this product means sizes vary from rug to rug. Generally, the actual size of your rug will be within 12cm +/- of the width and length stated but may be more for traditional pieces. If you require exact measurements of a stock piece, please contact us at info@bazaarvelvet.co.uk.
Pile Depths: Please note pile depths are representative of the overall thickness of the rug, and are approximate only.
Rug Care: We are confident in the quality of our product, and if cared for properly, a hand knotted rug can provide decades of use. Please refrain from using harsh chemicals or carpet cleaner on your rug, as this can cause permanent damage. We recommend you follow the instructions stated in our cleaning and care guide Luxury Rug Care Guide.
