What is your returns policy?

Standard stock Items

We are absolutely positive that you will love your rug, however if for any reason you need to return your order we will accept returns up to 14 days after delivery.

In order to return an item please ensure:

  • You must inform us within 7 days of receipt that you wish to return the item.
  • Your notice must be in writing and it must be sent by using our contact form.
  • The goods have not been used and are returned in their original packaging in pristine condition.

Please note we also we have the right to charge up to 20% of the rug value as a restocking fee, subject to reason and location of return.

We therefore strongly urge our customers to use our free visualisation service and to speak to a member of our team to ensure they order the correct size and design for their space.

Bespoke / made to order items

Unfortunately we cannot except returns and refunds on bespoke and made to order items. Bespoke pieces are made specifically for your order and to your requirements.

Ex-display and Sale Items

As stated on each ex-display product page, these items are sold as seen and non returnable/non refundable. Therefore these orders cannot be cancelled once paid for or returned once received.

Trade Orders

Trade purchases are non refundable unless there is a fault with the rug.

For help with ordering, availability or advice, please do not hesitate to contact us on +44 (0)20 3283 8776 or by using our contact form

For more information on cancellation or returns, please view our Terms and Conditions.

How long do returns take to process?

You will be issued with a refund within 14 days of receipt of the items being returned back to our office address, so long as they are in unused condition and in the original packaging.

Do you offer free returns or collection?

Unfortunately we are not able to offer a free returns service.

Should you wish to return an item, please contact us within 7 days of delivery and send your order back within 14 days of the initial delivery.

You will need to pay for the cost of returning the item and we ask you to use DHL, FedEx, or UPS trackable delivery service, with insurance for the value of the goods, as we cannot be liable for any issues caused whilst in transit back to us. You will then need to provide us with a tracking number.

Alternatively, we can arrange for the rug to be picked up and we will invoice you for the return shipping cost.

Can I drop off my return in your studio?

Absolutely! Please contact us in advance to schedule the return.
We are open Monday – Friday, 10am – 18.00pm.
Our studio address is:
Sonya Winner Studio
14 York Rise
Tel: +44 (0) 203 283 8776.

Can I cancel an item I’ve ordered online?

If you order a stock item you have the right to change or cancel the order within 14 days after you place the order, if it has not yet been shipped. Please contact us as soon as you can, as orders move rapidly through to our warehouse.

We do need written confirmation of your notice of change or cancellation so please email us.