Order and Returns Info

Changing or Cancelling Your Order

If you would like to change or cancel your order, please contact us on 0283 0250 027 (Int: +44 28 302 50027) and if your order has not been dispatched we will arrange a cancellation and a refund or exchange. 

If your order has already been dispatched or delivered, then you will need to follow our Returns Procedure to return any unwanted items.

If you need to change your delivery details, please contact us on 0283 0250 027. If your order has not been dispatched we will ensure your delivery details are changed. If your order has been dispatched and it is to an incorrect delivery address we cannot be held liable for any losses incurred by you through placing the order.

Please have your order number with you when you get in touch.

Tracking Your Order

You can keep up to date with the progress of your order from order placement to dispatch by logging on to My Account and selecting View Orders.

Once your order has been dispatched we will email you any available tracking information so as you can track your delivery. If no tracking information is available we will provide as much information as possible on estimated delivery dates. Orders for more than one item may be shipped from different warehouses, and therefore may arrive at different times. 

Please contact us for further information on tracking your order.

Missing, Incomplete or Damaged Orders

If your order has not arrived or has only partly arrived please check that it has been dispatched by logging on to the My Account page and selecting View Orders to view the status.

If your order has been dispatched but hasn’t arrived within the estimated time period then please contact our customer services department on (Int: +44 28 302 50027) or by emailing support@kukoon.com

If your order arrives damaged then please follow our Returns Procedure or contact us for further information.

Kukoon Rugs Returns Policy

“KukoonRugs.com offers a 60 Day Money Back Guarantee on all products sold on this website, .

We want you to be 100% satisfied with your purchase. This is why we offer a straightforward returns and refund policy:

*Any rugs with a width of 120cm or below incur a return cost of £5.00 and for anything above this our returns are charged at £10.00 (width being the smaller of the two dimensions of your rug).

Please click on the link below to proceed with your return - this will appear as an order and allow you to choose your preferred payment method:

FOR RUGS UP TO 120CM IN WIDTH - https://www.kukoonrugs.com/return-postage-delivery

FOR RUGS ABOVE 120CM IN WIDTH - https://www.kukoonrugs.com/return-postage-delivery

Once this has been paid we will be in touch within 1 working day to either email across your drop off label or contact you to confirm a suitable date for collection.*

If you do not have a printer for your returns, we can of course post your label out.

If you would like to organise your own return, that’s not a problem at all - our address can be found below. If you could note your order number as a reference, that would be much appreciated. Please note: any cost of return will not be refunded.

If you have any queries regarding your return please contact our customer services team - our details can be found below.”

Returning your rug to Kukoon Rugs is easy. If you have thrown away your original packaging, not to worry! We suggest simply using bin liners to wrap the rug in to protect the rug while in transit. When rolling your rug, make sure you roll it on the shortest side to make it as easy as possible to transport. 

Kukoon Rugs Refund Policy

All returns are checked upon receipt to ensure they have been returned in a satisfactory condition. Upon satisfactory inspection of the returned item:

  1. A refund will be issued within 14 days of receipt of the returned item
  2. The refund will be issued to the credit/debit card used to place the order
  3. If a gift voucher was used a new gift voucher to the value of the refund will be issued

Please note:

  • We cannot refund any monies paid for enhanced delivery services
  • We cannot refund any items which are on sale/ clearance or featured on our sale page
  • It is important that any unwanted items, unless faulty, are returned in a re-saleable condition, this includes original packaging and labelling
  • Refunds are not provided for any items that have been altered for sale (unless faulty or damaged).

Kukoon Rugs Exchange Policy

We do not offer a service to exchange good purchased online. If you are in receipt of an unwanted item, please you will need to follow our Returns Procedure and then place a new order.

How do returns work with PayPal Pay in 3?

If you’ve already paid instalments and your refund amount is more than the balance remaining, your PayPal account will be refunded.

If your refund amount is less than the amount you have left to pay, your refund will be split equally across the remaining 2 instalments, so the amount for the remaining 2 instalments will be adjusted.

For example:

           Order Total: £100

  • Instalment 1 = £33.33
  • Instalment 2 = £33.33
  • Instalment 3 = £33.34

If you return items to the value of £50 after having already paid instalment one, then the £50 is deducted from the remaining balance and instalment 2 and 3 will be recalculated.

The Remaining Balance before your return is (33.33 + 33.34) – 50.00 (returned item value) = £16.67. This will be split across the remaining two instalments.

  • Instalment 1 = £33.33 PAID
  • Instalment 2 = £8.33
  • Instalment 3 = £8.34

If you have any questions about your PayPal pay in 3 order, please contact PayPal Pay in 3 customer services here.