Shipping policy

Last updated: 13 August 2026

At RUGLINA, we are committed to providing a reliable, transparent and convenient international delivery service.

This Shipping Policy explains how orders placed through https://ruglina.co.uk are processed, dispatched and delivered.

Shipping Destinations

RUGLINA currently ships to:

  • United Kingdom;

  • United States; and

  • Canada.

Orders are fulfilled from our production and fulfilment location in Türkiye and shipped directly to the customer.

If your country is not available at checkout, we are not currently able to accept an order for that destination. Please contact ruglina.uk@gmail.com for further information.

Order Processing Time

Once your order is confirmed, it enters our production and fulfilment process.

Our standard order processing time is:

2–4 business days, Monday to Friday.

Processing time may include:

  • Payment and order verification;

  • Printing or preparing the selected rug;

  • Quality inspection;

  • Cutting and finishing;

  • Packaging;

  • Preparation of the commercial invoice and customs documents; and

  • Transfer of the shipment to FedEx.

Business days do not include public holidays.

Orders placed on Saturdays, Sundays, public holidays or outside normal processing hours will begin processing on the next available business day.

Made-to-Order and Custom Products

Some RUGLINA products may be printed or prepared after an order is placed.

Custom-sized, personalised or specially requested products may require additional production time. If additional time is required, we will notify you using the email address provided with your order.

Busy promotional periods, new collection launches and public holidays may also extend normal processing times.

Estimated Transit Times

After an order has been dispatched, estimated FedEx transit times are:

  • United Kingdom: approximately 2–4 business days;

  • United States: approximately 3–5 business days; and

  • Canada: approximately 3–5 business days.

These estimates begin when FedEx accepts and scans the shipment. They do not include the 2–4 business-day order processing period.

The estimated total time from order confirmation to delivery is therefore normally:

  • United Kingdom: approximately 4–8 business days;

  • United States: approximately 5–9 business days; and

  • Canada: approximately 5–9 business days.

Delivery times are estimates and not guaranteed delivery dates. Remote areas, islands and locations requiring an extended delivery service may take longer.

Unless a different delivery period has been expressly agreed with you, we will take reasonable steps to deliver your order within 30 days of the contract being formed.

Shipping Carrier

RUGLINA currently uses FedEx for international deliveries.

FedEx may use an authorised local delivery partner for the final stage of delivery in certain regions.

The carrier used for a particular order will be shown in the shipping confirmation email.

Shipping Confirmation and Tracking

As soon as your order has been dispatched, you will receive a shipping confirmation email containing:

  • Your tracking number;

  • A tracking link;

  • Carrier information; and

  • Available delivery information.

Tracking information may take up to 24 hours to become active after the shipping confirmation is issued.

Customers are responsible for monitoring tracking updates and responding to any carrier request concerning delivery or customs clearance.

Free Standard Shipping

Standard shipping is included in the advertised product price for eligible orders delivered to the United Kingdom, United States and Canada, unless clearly stated otherwise before checkout.

The standard shipping rate will therefore normally appear as Free at checkout.

Although shown as free at checkout, the cost of standard delivery has been incorporated into our product pricing.

Optional premium or special delivery services, if introduced, may be charged separately and will be clearly displayed before payment.

Duties, Taxes and Customs — DDP Delivery

RUGLINA intends to send eligible international orders on a Delivered Duty Paid (DDP) basis.

For an order confirmed as DDP:

  • RUGLINA arranges international transportation;

  • RUGLINA is responsible for applicable import duties and import taxes covered by the shipment;

  • Duties and taxes are billed to RUGLINA or its designated shipping account; and

  • The customer should not ordinarily be required to pay an additional import charge when the order is delivered.

The applicable delivery terms will be shown by the checkout and order confirmation.

If FedEx or another delivery partner requests an unexpected customs, duty or tax payment for a DDP order, please contact ruglina.uk@gmail.com before making the payment.

Do not ignore a customs or carrier request, as this may delay or prevent delivery. We may ask you to provide reasonable information required by customs or the carrier to complete clearance.

RUGLINA cannot reimburse an unauthorised payment without appropriate documentation showing the amount paid and the reason for the charge.

Customs Clearance

International shipments are subject to customs procedures in the destination country.

Customs authorities may inspect a shipment or request additional documentation. Customs clearance times are outside our direct control and are not included in the estimated carrier transit time.

Shipping documents may include:

  • Customer name and delivery address;

  • Product description;

  • Country of origin;

  • Product value;

  • Harmonized System code;

  • Commercial invoice; and

  • Other information required by the destination country.

Providing customs authorities or carriers with required information does not mean that additional charges will be payable by the customer where the shipment has been correctly arranged as DDP.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address, including:

  • Recipient’s full name;

  • Street address and building number;

  • Apartment, unit or suite number where applicable;

  • City, region and postal code;

  • Email address; and

  • Telephone number.

A valid telephone number is important because FedEx or customs authorities may need to contact the recipient.

We cannot guarantee delivery to PO boxes. Please provide a physical street address or contact us before ordering if only a PO box is available.

Address Changes

If you need to change a delivery address, contact ruglina.uk@gmail.com immediately.

We will make reasonable efforts to change an address before dispatch, but we cannot guarantee that a change will be possible once processing or shipping has begun.

An address change requested after dispatch may:

  • Be refused by the carrier;

  • Delay delivery;

  • Require additional security verification; or

  • Result in an additional carrier charge.

Where an additional cost results from incorrect information supplied by the customer or a customer-requested redirection, we may ask the customer to pay that cost where permitted by law.

Delivery Attempts

The recipient is responsible for being available for delivery or using the delivery options made available by FedEx.

Depending on the destination and carrier service, FedEx may:

  • Attempt redelivery;

  • Leave the shipment in an authorised safe place;

  • Deliver it to an approved collection point; or

  • Hold it temporarily at a local facility.

If a shipment is returned because delivery was refused, the address was incorrect or repeated delivery attempts were unsuccessful, reasonable return or redelivery expenses may be deducted or charged where permitted by law.

This does not apply where non-delivery was caused by RUGLINA or the carrier rather than the customer.

Multiple-Item Orders

Where an order contains more than one product, the products may occasionally be shipped in separate packages.

If an order is split into more than one shipment:

  • You may receive more than one tracking number;

  • Packages may arrive on different days; and

  • You will not be charged additional standard shipping fees because of the split shipment.

Delayed Shipments

Delivery may be delayed by circumstances including:

  • Customs inspections;

  • Incomplete customs information;

  • Severe weather;

  • Public holidays;

  • Carrier disruption;

  • Remote destination requirements;

  • Government restrictions;

  • Incorrect delivery information;

  • High seasonal demand; or

  • Events outside our reasonable control.

If we become aware of a material delay, we will make reasonable efforts to inform you and provide updated information.

If an order cannot be delivered within the agreed period or within the period required by applicable law, you may be entitled to cancel the order and receive a refund.

Lost Shipments

If tracking has not updated for an unusual period or your order has not arrived within the estimated delivery window, contact us at ruglina.uk@gmail.com

We will open an investigation with FedEx.

Depending on the investigation and your applicable consumer rights, we may provide:

  • A replacement;

  • A reshipment; or

  • A refund.

A shipment will not be treated as lost solely because it is delayed while undergoing an active customs or carrier inspection.

Orders Marked as Delivered

If tracking shows that your order was delivered but you cannot locate it, please:

  1. Check the delivery address on your order;

  2. Check entrances, reception areas and authorised safe places;

  3. Ask household members, neighbours or building management;

  4. Review any delivery photograph or carrier notification; and

  5. Contact FedEx and RUGLINA promptly.

We will assist with the carrier investigation where reasonably possible.

Damaged Packages

Please inspect the package and product promptly after delivery.

If the package or product arrives damaged:

  • Keep the original packaging;

  • Photograph the outer package and shipping label;

  • Photograph the damaged area of the product; and

  • Contact ruglina.uk@gmail.com with your order number.

We may request reasonable supporting information to open a carrier claim and arrange an appropriate remedy.

This does not limit your statutory rights relating to damaged, defective or incorrectly supplied products.

Returns

Returns and cancellations are governed by our Refund & Returns Policy.

For eligible UK statutory cancellations, you do not need our prior approval. Notify us within the applicable cancellation period and contact ruglina.uk@gmail.com for the correct return address and practical shipping instructions.

Requesting instructions does not invalidate a valid cancellation or change the applicable deadline. Please do not send goods to our registered office or production facility unless we expressly direct you to that address.

Your mandatory consumer rights remain unaffected.

Events Outside Our Control

We are not responsible for a failure or delay caused by an event outside our reasonable control, including:

  • Floods, earthquakes or other natural disasters;

  • War, terrorism, civil disorder or government action;

  • Customs or border disruption;

  • Widespread transport interruption;

  • Carrier network failure;

  • Public health emergencies;

  • Major internet or telecommunications failures; or

  • Cyberattacks and malicious software incidents that could not reasonably have been prevented.

If such an event affects your order, we will take reasonable steps to minimise the delay and keep you informed.

Nothing in this section removes any mandatory right you may have to cancel an order or receive a refund where delivery cannot be completed within the required or agreed period.

Contact Us

If you have questions about shipping, tracking, customs or delivery, please contact:

RUGLINA LIMITED
Email: ruglina.uk@gmail.com
Website: https://ruglina.co.uk

Please include your order number when contacting us about an existing shipment.