The Illusion Rug

Shipping 

Upon placing an order, you will receive an order confirmation e-mail - once your order has shipped you will receive a separate shipping confirmation e-mail with a tracking link. 

Please continue to check your parcel's location via the tracking link provided in your e-mail, although this may not update for a day or two until the package gets to the destination. This will give you the most up to date information – unfortunately, in this instance, our customer services team will not have access to anything that differs to the tracking details.

If you have not received your shipping or order confirmation e-mail, please check to ensure it has not been sent to your spam inbox before contacting us. 

Please note: that the indicated timeframes represent the overall average delivery time. Please understand that some orders might arrive either earlier or later than the shown delivery timeframe.

Payment, Tax & VAT

All product prices shown on the website are inclusive of any applicable UK VAT. This means that the total price you pay for the product is always the same, regardless of whether or not UK VAT is chargeable on our sale of the product.

Customers may be contacted by our courier for additional customs information.

For those customers wishing to claim back VAT on orders outside of the EU, unfortunately we do not refund any VAT requests.

Order Delivered But Not Received 

For any packages marked as delivered but was not received, please check with friends and neighbors if they picked up the package instead. Please also check with the shipping company or delivery person for location of the package.

We are unable to cover or replace packages that were marked as delivered by the courier. All of our customers reported that they ended up finding their package.

Order Cancellation Policy

We understand that circumstances may change, and you may need to cancel your order. Here is our policy regarding order cancellations:

• Cancellation Requests: If you wish to cancel your order, we will do our best to accommodate your request before the order has been shipped.

• Cancellation Processing: We cannot guarantee that all cancellation requests can be processed, as our warehouse team may start preparing and packing your order immediately after it is placed. However, we will make every effort to stop the shipment if possible.

• Customer Responsibility: It is the customer's responsibility to ensure that they are completely satisfied with their order before confirming it. Once an order is confirmed, payment will be processed, and the order will be prepared for shipment.

Please keep in mind the following:

• Quick Action: If you wish to cancel an order, please contact our customer service team as soon as possible via our Live Chat Service. The sooner we receive your cancellation request, the better chance we have of stopping the shipment.

• Confirmation Email: Upon placing an order, you will receive an order confirmation email. Review this email carefully to ensure all details are accurate before the order is processed.

• Refund Process: If your cancellation request is successfully processed before shipment, we will refund the full amount to your original payment method. Please allow some time for the refund to reflect in your account.

While we strive to provide exceptional customer service, we appreciate your understanding that cancellations may not always be possible once the order has been prepared for shipping. We encourage you to contact us promptly if you have any concerns or need assistance with your order.