You have no items in your bag.

Order and Returns Information

Change or Cancel an order
Track Your Order
Missing, Incomplete or Damaged Orders
Returns Procedure
Refund Policy
Product Exchanges
Returning an Item Bought on Sale
Return to Store
International Returns


Change or Cancel an Order

If you would like to change or cancel your order contact us immediately on 0800 999 2224 (Int: +44 28 302 50027). If your order has not been dispatched we will arrange a cancellation and a refund or exchange.

If your order has already been dispatched or delivered, then you will need to follow our Returns Procedure in the event of any unwanted products.

We don't accept returns for items purchased on sale / clearance or for any items featured in our sale page - if you need to clarify what isn't eligible please contact customer services.

If you need to change your delivery details contact us immediately on 0800 999 2224. If your order has not been dispatched we will ensure your delivery details are changed. If your order has been dispatched and it is to an incorrect delivery address we cannot be held liable for any losses incurred by you through placing the order.

Please have your order number ready to quote.


Tracking Your Order

You can keep up to date with the progress of your order from order placement to dispatch by logging on to My Account and selecting View Orders.

Once your order has been dispatched we will email you any available tracking information so as you can track your delivery. If no tracking information is available we will provide as much information as possible on estimated delivery dates.

Please contact us for further information on tracking your order.


Missing, Incomplete or Damaged Orders

If your order has not arrived or has only partly arrived please check that it has been dispatched by logging on to the My Account page and selecting View Orders to view the status.

If your order has been dispatched but hasn’t arrived within the estimated time period then please contact our customer services department on 0800 999 2224 or by emailing

If your order arrives damaged then please follow our Returns Procedure or contact us for further information.


Returns Procedure offers a 60 Day Money Back Guarantee on all products sold on this website that have not been altered for sale & excludes items on sale or clearance.

We want you to be 100% satisfied with your purchase. This is why we offer a straight forward returns and refund policy. - Returns will be charged at £4.95 for anything under 150cm width and £9.95 for anything over 150cm width (width being the smaller of the two dimensions of your rug).

You may return an item within 60 days of receipt for any reason (some exceptions apply – see below). 

  1. The return request must be notified to us within 30 days of receipt
  2. Products must be returned in the condition they were received
  3. Products must be returned in the packaging in which they were received
  4. Returns must be booked by us here at Kukoon Rugs to qualify for the £4.95/£9.95 return charge
  5. Paperwork stating your order number, name and address must be included with the return


  1. We don't accept items for refund which have been purchased on sale or via our sale page
  2. We do not accept returns on items which have been altered for sale

Collections are booked via a range of couriers including MyHermes, UPS and TNT. We reserve the right to use the courier deemed most suitable by us here at

*Please note that collections are only available as standard Monday-Friday during normal business hours. Saturday collections can be arranged for a fee (only for certain sizes), contact us for further information.

*Please note if you book a return yourself without contacting us and receiving confirmation you will be liable for all return costs. 


Return Address:

Kukoon Rugs
23 Shepherd's Way
Carnbane Industrial Estate
BT35 6EE

Refund Policy

All returns are inspected upon receipt to ensure they have been returned in a satisfactory condition. Upon satisfactory inspection of the returned item:

  1. A refund will be issued within 14 days of receipt of the returned item
  2. The refund will be issued to the credit/debit card used to place the order
  3. If a gift voucher was used a new gift voucher to the value of the refund will be issued

Please note:

  • We cannot refund any monies paid for enhanced delivery services
  • We cannot refund any items which are on sale/ clearance or featured on our sale page
  • It is important that any unwanted items, unless faulty, are returned in a re-saleable condition, this includes original packaging and labelling
  • Refunds are not provided for any items that have been altered for sale (unless faulty or damaged)


Product Exchange

We do not offer a service to exchange good purchased online. If you are in receipt of an unwanted item you will need to follow our Returns Procedure and then place a new order.


Returning an Item Bought on Sale

We do not accept returns for items purchased while on sale or in a promotion. See our Returns Procedure for further instructions. The purchaser is liable for all return costs of such an item unless it is faulty or damaged.


Return to Store

You can return any item purchased online to our store. Simply bring a copy of your order receipt with you and your refund will be issued via your payment method at the time of purchase.

Belfast Store Address:, 60 Boucher Crescent, Belfast, BT12 6HU

Newry Store Address:, 23 Shepherd’s Way, Carnbane Industrial Estate, Newry BT35 6EE


International Returns

Our Returns Policy doscumented above also applies to all International Orders.

If you have received an item that is damaged, faulty or simply unwanted you must contact us to arrange a return:

Phone: 0800 999 2224