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Internet FAQs/T&Cs (the boring but important bits!)


We currently offer free delivery for orders over £100 to UK addresses within the UK (excluding deliveries to PO BOX addresses – see below).Orders below this value will be charged at a flat fee of £10.

For deliveries within Europe please contact us and we will get back to you with a shipping cost.


We aim to despatch orders for in-stock items within 1-2 working days or will email you to let you know if there will be a longer wait. Most larger rugs are brought in to order and take around 2-3 weeks to get to you. Items marked "special order" are made bespoke for you and will be ordered in for you and sent out as soon as it is received. Please email us for details at

Returns and exchanges.

Returns and exchanges

We offer a refund for items purchased through our on-line store provided they are not a sale item, are returned unused in their original condition and, where applicable, in their original packaging. Returned items must be mailed back within 14 days of receipt - please contact us for details of where to return your item to.

Cost of returning the goods to us will need to be paid by the purchaser and we suggest you use registered mail to ensure the goods reach us safely. We also offer exchanges on full priced goods purchased through our website, as above these must be returned unused in their original condition and the cost of return plus any balance due for replacement goods will need to be paid by the customer before replacement goods can be dispatched. We will exchange and refund rugs onder 2x3m in size. Please note however that large rugs can be very costly to return so please contact us before ordering if you would like to borrow a sample so you are sure of your choice before making a purchase.

Your statutory rights are not affected.

Selecting hand made goods

At northwood our focus is on natural materials and hand-made, individual items. These products will, by their nature, vary and we feel this is part of the beauty of these items.


We are happy to exchange or refund stock size rugs ordered online. Please note however that you will need to cover the cost of returning any items to us and the return shipping costs for a rug can be quite high so please take care with sizing and colour when ordering your rug.

Should you order a custom size rug direct with us we are not able to refund for change of mind. We keep samples of our rug styles and are happy to loan samples if you should wish to check colours before making a purchase. Please email us at for more details.

PO BOX addresses

Please note our couriers do not deliver to PO BOX addresses, so if at all possible please provide a street address. If you do not have access to a street address please contact us so we can make an alternative arrangement for delivery on


We pride ourselves on our service and always wish to keep our customers happy, so if you have any comments or suggestions please contact us and let us know at

Intellectual property

Many of the items we stock are designed and made by small local makers or exclusively for northwood. To protect their intellectual copyright we do not allow the use of any images from our site unless by prior arrangement.

For further details or press enquiries please contact