Shipping policy

At Alvo Rugs, we prioritise fast and reliable fulfilment. Please read this policy to understand how your order is processed, dispatched, and delivered.

1. DELIVERY TIMEFRAMES & SHIPPING SCOPE

Delivery Window: All UK orders are processed and delivered within 2 to 5 business days from the time your order is confirmed.
Current Shipping Scope: We currently ship to physical residential and business addresses across the United Kingdom (including England, Scotland, Wales, and Northern Ireland).
European Union (EU) & International: Direct checkout for international and EU addresses is available. If you require shipping to the EU or internationally prior to rollout, please email hello@alvorugs.co.uk.

Note: Business days exclude weekends and UK public holidays. Delivery estimates apply to standard mainland addresses; remote locations (e.g., Scottish Highlands or Islands) may occasionally take slightly longer.

2. SHIPPING RATES & TRACKING

Shipping Rates: UK Delivery is free of charge/EU Delivery is calculated at checkout
Dispatch & Tracking: Once your rug has been dispatched from our facility, you will receive an automated email containing courier tracking information so you can follow your parcel's progress in real time.

3. DELIVERY ATTEMPTS & MISSED DELIVERIES

Recipient Availability: Couriers require a safe drop-off location or an adult present to sign for the delivery.
Failed Deliveries: If a delivery attempt fails because no authorised recipient is present or access is restricted, the courier may attempt re-delivery or transfer the parcel to a local pickup depot.
Failed Delivery Charges: If an order is returned to Alvo Rugs due to repeated failed delivery attempts, an incorrect address entered at checkout, or refusal of delivery, re-dispatch fees or courier return charges will be billed to the customer before re-shipment.

4. DAMAGE IN TRANSIT & INSPECTION

We take every precaution to secure your shipment. However, if damage occurs during transit:

Inspect Upon Arrival: Please check the outer packaging and rug as soon as your delivery arrives.
Report Within 14 Days: If your item arrives damaged, defective, or incorrect, you must notify us within 14 calendar days of delivery at hello@alvorugs.co.uk.
Required Proof: Include your order number, proof of purchase, and photographic/video evidence of the packaging and product damage. Approved transit damage claims will receive a free replacement or free collection in line with our Returns Policy.

5. RETURN & WARRANTY COLLECTIONS

For approved return claims or warranty collections organised by Alvorugs Ltd:

We require a minimum of 3 business days from claim approval to schedule and confirm your courier pickup date.
You must ensure someone is present at the collection address on the agreed date. Missed collection appointments due to customer absence may incur a re-collection fee.