Alternative Flooring Reeves Jute Rug

Damages and Issues:

Please inspect your order upon reception and contact us
immediately if the item is defective, damaged, or if you receive the wrong item
so that we can evaluate the issue and make it right.

Returning Items: 

What You Can't Return

Hand-made runners, cut-to-size carpets, marmoleum, vinyls, and stair-rods are these are not
refundable. Please read the terms set on these items by the UK Government: https://rb.gy/8sora

We cannot accept returns as they are made especially for you. They are bespoke, so please, please make
sure you have the correct measurements and you are sure of your purchase.

Returning Items: 

What You Can Return

For carpet tiles and wooden floors, a 40% restocking fee applies to all returns. Items returned must be undamaged and in their original packaging. If not, you may be responsible for additional fees and may not receive a refund. The buyer is responsible for return postage.

Please note, all returns or exchanges must first be approved by our Customer Service team at info@fenstoncarter.co.uk. Do not send items back without contacting us first. To initiate a return or
exchange, email us with your Order Number and reason for return. We'll respond with instructions on how to proceed.

Cancellations:

If you wish to cancel an order, it must be done within 24
hours of purchase and before the order has been shipped for a full refund. Once
shipped, cancellations are not accepted. Instead, apply for a return after
receiving the package. Refunds generally take 5 to 15 business days. If you
haven't received your refund within 30 days, please email us.

Contact Us: For any other questions, contact us at:

Email: info@fenstoncarter.co.uk

Address: Head Office, Unit A, 82 James Carter Road, Mildenhall, Suffolk, IP28 7DE, United
Kingdom

Phone: +44 208798 0649

These are made to order. We deliver anywhere in the UK within 2 weeks. Most orders are fulfilled much faster — but please don’t rely on getting lucky!

📦 A flat shipping charge of £50 applies for all UK orders.

Upon purchase, you’ll receive a link to a live production and delivery sheet so you can track the progress of your hand-made runner.

We ship via Transglobal Express, a premium carrier with a real human customer service team you can actually talk to.