FAQs

Q: Can I customise my rug?

Yes, please contact the design team shop@lukeirwin.com

 

Q: How long do I have to wait for my rug?

It depends on the size, and often the materials used.  Our website lists the lead times for each size.

 

Q: What size rug do I need for my room?

See our Perfect Rug Guide which includes tips on sizing for spaces.

  

Q: How long is your delivery window?

Each delivery window is specific to the rug size and delivery area, we will email you to confirm these details once you have purchased your rug.

 

Q: My rug is slipping what can I do?

We have a selection of underlay available.  Please contact our team at shop@lukeirwin.com and we will assist you.


Q: What is your returns policy ?
All items returned to us must be wrapped in the returns packaging supplied and sent back to us in perfect condition within fourteen days from us acknowledging the return. Luke Irwin Rugs will cover all return shipping cost within the M25, we will arrange our van to collect. All orders outside the M25 and the UK must be sent at the buyer’s risk and cost. All overseas customers must mark their package as ‘returned items’ to avoid any customs charges or delays. Refunds will be processed within five days of receipt of return onto the same card that payment was received.  Full returns policy available here.

 

Q : Do you have a catalogue ?

Yes, we have a printed brochure available.  Order your brochure here.

Q : Are the colours on your website accurate?
We go to great lengths to accurately reproduce the appearance of each rug, we are unable to accept responsibility for any colour misrepresentations. 


Q: Is  it secure to pay online?

All online payments are processed using Stripe Payment, powered by Stripe. Luke Irwin does not hold any credit card details.