Shipping & Deliveries

We ship from London, UK.

We process orders within 2-3 working days (excluding weekends and holidays).

Pre-order items are processed within 2-3 working days of arrival in stock (this may take 15 to 30 days).

Successfully placed orders will receive an e-mail confirmation with the order details. If you do not receive an e-mail, please check your spam filter or contact us for confirmation.

If you need any assistance with your order, please contact us immediately at cs@therugsoutlet.co.uk. We will not be able to amend your order after it has been shipped.

Please review and ensure you have provided a correct shipping address. We are not responsible for non-delivery due to errors in the address you have provided. If an order has been returned due to an incorrect address, we will refund the original order amount and ask you to resubmit your order.

Delivery Standards:

UK (Domestic):  3-5 working days

EU: 5-10 working days

- Temporarily on hold due to new Brexit regulations

Pre-Orders: 15-30 working days 

- If an item is on Pre-Order, this will be stated in your cart and your confirmation e-mail.

NOTE: We are not responsible for shipping carrier delays


We offer free shipping on all UK orders. 

Shipping charges for EU, US and worldwide orders will be calculated and displayed at checkout.

Returns & Refunds

To make sure we can process your return as quickly as possible, please follow these steps when returning your items.

Please note that at this time we do not offer free returns and you will be responsible for the shipping charges of your item.

1. Make sure your rug is unused, undamaged and in its original packaging, including proof of purchase

2. Wrap the parcel in the same way you have received it - fully covered. Please do not use thin plastic bags as these might get ripped and damaged in transit 

3. Return your items via the following 3 options:

- Shipping currier of your choice at your cost

Please return the items to:

Atlantis Rugs

372 Ealing Rd, Alperton, Wembley, HA0 1BH

- Drop off your rug to us. Our warehouse is open Monday to Friday, 9:30am-5pm

- Book a home collection with us at the following costs* : 

80 x 150 £8

120 x 170 £8

140 x 200 £8

160 x 230 £12

200 x 290 £12

240 x 330 £12

*This amount will be deducted from your refund

4. Refund: Once we receive your item, we will inspect its condition. If your return is approved you will receive a confirmation e-mail as soon as the refund has been issued

Please allow 2-3 working days once the item is received to process the refund.


Our dedicated team checks your rugs to make sure they are up to the highest standards, however, if we have missed something or sent you the wrong item, please follow these steps to proceed:

1. Send photos of the damage or any other issue you think your rug might have

2. Allow 2-3 working days for our team to assess your complaint.

Once the fault has been inspected, we will inform you and confirm the return. We will provide a shipping label which you will need to print and attach to the parcel.

Please return the items to:

Atlantis Rugs

372 Ealing Rd, Alperton, Wembley, HA0 1BH

3. Once we receive and assess the item, we will initiate the refund.

You will receive a confirmation e-mail as soon as the refund has been processed.

You will receive the credit within a certain amount of days, depending on your card issuer's policies.


At this time we do not offer free returns. You will be responsible for the shipping charge of returning an item.

The cost of your return will vary depending on the size of your rug and the shipping option you have chosen as follows:

- Book a home collection with us:

80 x 150 £8

120 x 170 £8

140 x 200 £8

160 x 230 £12

200 x 290 £12

240 x 330 £12

- Return the rug to us using any other courier company (cost may vary)

For international orders outside the UK, the collection costs will be provided by our customer service team. 

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.


Once we receive your item, we will inspect it. Your rug must be undamaged and its original condition.

If your return is approved, we will issue a refund to your credit card (or original method of payment).

You will receive a confirmation e-mail as soon as the refund has been processed. Please allow 2-3 working days once the item is received to process the refund.

Note that depending on your bank, it may take additional 5-10 working days after the credit has been applied to appear in your account.


Customer support

09:30-17:00 Mon-Fri

+442089619361

Send us an e-mail

cs@therugsoutlet.co.uk