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Order and Returns Information
Change or Cancel an order
Track Your Order
Missing, Incomplete or Damaged Orders
Returning an Item Bought on Sale
Return to Store
If you would like to change or cancel your order contact us immediately on 0800 999 2224 (Int: +44 28 302 50027). 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 in the event of any unwanted products.
We don't accept returns for items purchased on sale / clearance or for any items featured in our sale page - if you need to clarify what isn't eligible please contact customer services.
If you need to change your delivery details contact us immediately on 0800 999 2224. 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 ready to quote.
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.
Please contact us for further information on tracking your order.
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 0800 999 2224 or by emailing firstname.lastname@example.org
“KukoonRugs.com offers a 30 Day Money Back Guarantee on all products sold on this website that have not been altered for sale & excludes sale or clearance items.
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.kukoon.com/customer-service-return-postage-up-to-120cm
FOR RUGS ABOVE 120CM IN WIDTH - https://www.kukoon.com/customer-service-return-postage-over-120cm
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.”
Return Address:Kukoon Rugs23 Shepherd's WayCarnbane Industrial EstateNewryBT35 6EE
All returns are inspected upon receipt to ensure they have been returned in a satisfactory condition. Upon satisfactory inspection of the returned item:
- A refund will be issued within 14 days of receipt of the returned item
- The refund will be issued to the credit/debit card used to place the order
- If a gift voucher was used a new gift voucher to the value of the refund will be issued
- 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)
We do not offer a service to exchange good purchased online. If you are in receipt of an unwanted item you will need to follow our Returns Procedure and then place a new order.
We do not accept returns for items purchased while on sale or in a promotion. See our Returns Procedure for further instructions. The purchaser is liable for all return costs of such an item unless it is faulty or damaged.
You can return any item purchased online to our store. Simply bring a copy of your order receipt with you and your refund will be issued via your payment method at the time of purchase.
Belfast Store Address: KukoonRugs.com, 60 Boucher Crescent, Belfast, BT12 6HU
Newry Store Address: KukoonRugs.com, 23 Shepherd’s Way, Carnbane Industrial Estate, Newry BT35 6EE
Our Returns Policy doscumented above also applies to all International Orders.
If you have received an item that is damaged, faulty or simply unwanted you must contact us to arrange a return:
Phone: 0800 999 2224