General Terms & Conditions
Please read this document carefully before placing an order. By placing an order you agree to the terms and conditions as set out below.
1. General Points
Making a Purchase
Simply browse our online catalogue, click on item’s required and those goods will be placed into your shopping cart. When you have finished click on the checkout icon where your total bill will be listed and calculated.
We require all orders to be paid for in full at the time of placing them. If you do not wish to pay by credit card please follow the cheque payment options.
The prices payable for goods & services are set out on our site in Pound Sterling and include UK VAT. Export orders placed where VAT does not apply will be re-calculated at the check out.
Whilst we go to great lengths to accurately reproduce the appearance of each rug we stock, we are unable to accept responsibility for any colour misrepresentations. Different display settings on computer monitors can have an effect on the appearance of colours in our products.
All sizes are quoted as a representation only. The very nature of hand made product sometimes results in size variations of up to 5% or 5-10cm in length or width this is typically regarded as a feature not a fault.
Out of stock items
In the unlikely event that your order is out of stock, we will notify you with the option to cancel or change the item. Where possible we will provide an estimated re-stock time. Please bear in mind certain ranges can take 14 -18 weeks to re-stock.
Credit card security
We use Worldpay ( a division of RBS ) for the processing of all credit and debit card payments. They take responsibility for capturing and storing card details on their secure servers.
2. Your right to cancel
Stock, Sale & Special Orders items
Can be cancelled up to the point of dispatch.
Custom orders & one off designed items
Can be cancelled up to 48hrs of confirming your order. We are unable to offer any refunds on these items once they have gone into production.
Out of Stock Items
If you have selected an item that is out of stock we will where possible notify you within 48hrs of your purchase and provide the option to cancel or change the item. If you wish to proceed with an order we will advise you of the estimated lead time for the restock. Please note lead times provided are only guidelines and are not contractually binding
Cancelling an order prior to dispatch
We will accept cancellation on all stock, special orders & sale items up to the point of dispatch. Simply email us at firstname.lastname@example.org.
Once goods have been dispatched we are unable to cancel them. If you wish to return goods you may do so within 7 days of receipt – see below.
7 day satisfaction guarantee
Upon receipt of your delivery we offer a 7 days Satisfaction Guarantee. All you have to do is email us at email@example.com. All we ask is that goods are returned to us within 14 days of the date of delivery and we will provide a full refund. Customers can return items directly themselves or for a carriage charge per item we can arrange a collection on your behalf.( See 7 day satisfaction guarantee terms listed below for more details. )
In the unlikely event that your rug is faulty you must notify our customer service department within 48 Hrs of receipt by e-mail to firstname.lastname@example.org. We will arrange a collection & inspection of all faulty items. If we find the goods faulty we will arrange a replacement or a full refund.
3. Our right to cancel
Woven Ground reserves the right to cancel the contract between us if:
a. The goods you ordered are listed at an incorrect price due to a typographical error or an error in the pricing information provided by our suppliers.
b. The goods you have ordered are unavailable or have been discontinued.
c. We are unable to provide a delivery to your address.
If we cancel your contract we will notify you by e-mail and provide a full refund. We will not be obliged to offer any additional compensation for any inconvenience or disappointment caused.
Your order will be delivered to the address you provide at the time you place your order. It is your responsibility to ensure this information is correct. If your delivery details change please contact our customer service department by e-mail. Once goods have been dispatched we cannot change delivery details.
We offer a FREE Monday to Friday delivery service within the UK mainland. All other deliveries will be charged at checkout. Please see our delivery map for further information.
UK Deliveries on stock items are usually made within 7-10 working days. NON UK deliveries on stock items are usually within 14 - 28 working days.
All custom & special order deliveries will be quoted an estimate delivery date at checkout. We will advise you by e-mail when your goods are ready for dispatch.
Estimated delivery times can be seen both within the rug information pages & within your account. These times are estimates only and are not contractual. We will not be obliged to offer any additional compensation if the goods are not delivered within this time frame.
We will advise you by e-mail of a delivery date prior to shipping. Please ensure someone is available to receive your order at the nominated address. Failed deliveries will be returned to a local depot and a new delivery scheduled. A maximum of 3 delivery attempts will be made - items held at a local delivery depot will be automatically returned to us if they have not been delivered within 5 working days. We do NOT offer timed delivery slots. All UK deliveries will take place between 9-5.30pm Monday to Friday.
Where you have ordered multiple items we reserve the right to dispatch them separately.
All goods remain the property of WG until they have been delivered to you. Once the goods have been delivered to the address nominated in your order they will be held at your own risk and we will not be liable for their loss or destruction.
Failed deliveries returned to us by our carriers are subject to a £9.50 re-consignment fee. Failed deliveries which are subsequently refunded are subject to a £20 return fee.
5. Our Liability
In the unlikely event that your delivery is incorrect or faulty we require you to notify us within 48 hrs of receipt.
At our discretion we may then do one of the following:
i. Make good any shortage or non-delivery.
ii. Following a collection & inspection replace damaged or defective products.
iii. Provide a refund for the amount paid by you for the goods in question.
6. Limitations of our liability to you
You are responsible for observing and complying with all applicable regulations and legislation which affect your purchase and subsequent use of our goods.
This includes obtaining all necessary customs, import or other permits to purchase goods from our site. Certain national laws may prohibit the importation or exportation of certain of our goods to you.
We make no representation and accept no liability in respect of the export or import of the goods you purchase.
To the extent that law permits us to do so, we exclude all our liability to you for any direct, indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem relating to the goods you buy from us, other than the remedies listed in our liability to you.
If a court does decide we are liable to pay you compensation, that compensation will be limited to the amount paid by you for the goods in question.
Please note that nothing in this section of these terms and conditions (or in any other section) is intended to limit any rights you might have as a consumer or other statutory rights that may not be excluded by law, nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence or fraudulent misrepresentation.
7. Important points
Events beyond our control
We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our control.
If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
Third party right
A person who is not a party to this contract has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this contract but this does not affect any right or remedy of a third party that exists or is available apart from that Act.
The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.
8. 7 day satisfaction guarantee terms & conditions
All Returns must be notified to our customer service department by email within 7 days of the date of delivery.
Once we have received an email confirmation of your return request you will be assigned a RETURN AUTHORIZATION NUMBER. It is your responsibility to ensure that all goods are well packaged to prevent damage in transit back to our warehouse. Please be aware that any item returned damaged in transit may be rejected, resulting in your right to a refund being waived. If you do not have appropriate packaging please advise us and we will supply you appropriately.
If you request us to collect an item on your behalf all you will need to do is inform us by e-mail when the goods are ready for collection. We will then arrange a convenient pick up. Please note all collections are Monday to Friday only between 9.00am – 5.00pm.
Once we have received the rug back and are happy it has been returned in the same condition it was dispatched, we will issue a full refund of the purchase price minus the collection fee.
Wovenground Collections are charged as follows:
Small Rug ( 70x140 - 120x180 ) £20 per item
Medium Rug ( 140x200 - 170x240 ) £25 per item
Large Rug ( 200x290 Upwards ) £30 per item
Failed Collections are charged at £15 for each collection attempt.
Customers Own Carriers
Customer using their own carriers will need to ensure goods are received by us no later than 14 days from the date of the original delivery.
Wovenground will not take any responsibility for damaged or lost items by 3rd party carriers or their partners. The ownership & responsibility of any item / Items being returned by the customer will remain their responsibility until the item has been signed for by one of our warehouse team. Wovenground also reserve the right to deduct any outstanding administration fees from the final refund that may occur if the consumer has not paid an appropriate or adequate return carriage fee. We strongly recommend that customers insure any item they are returning to us to cover for any eventuality.
Exclusions to 7 Day satisfaction Guarantee
All custom order items are non-returnable and are not subject to our 7 day satisfaction guarantee.