Returns
Not quite the one?
No worries. You've got 90 days to swap your rug, trade it in for store credit with a bonus, or get a refund.
Bought from our website?
Start your return in our returns portal. It only takes a few minutes.
Start your returnDidn't get your label straight away? Don't worry, we'll email you instructions within 2 working days.
Bought from another retailer?
Our returns portal is only for orders placed on our website, so you won't be able to use it. Instead, please email support@kukoon.com and we'll help you arrange your return.
Choose what suits you
Swap it
Exchange for a different size, colour or design. No return charge.
Store credit + a bonus
Get store credit, with a little extra added towards your next rug.
Refund
Get your money back to your original payment method.
Return charges
Swapping your rug? There's no charge. For other returns, a small charge based on your rug's size is taken off what you get back, so there's nothing to pay upfront.
How it works
Check it can come back
Cut-to-measure rugs and custom-length mats can't be returned. Underlay can only come back if it's unopened and unused. Cushions can only come back with their tag still attached.
Start your return
Head to the returns portal and choose a swap, store credit or refund. You may get your label straight away. If not, we'll email you everything you need within 2 working days.
Pack it up
Roll or fold your rug with the pile facing in, then seal it in a sturdy bin liner or box. No need for the original packaging.
Send it off
Royal Mail label? Find a drop-off point or book a collection. DPD label? Find your nearest pickup shop. Once it's back with us, we'll sort your swap, credit or refund.
Returning cushions?
Keep the tag on until you're sure they're the ones.
Cushions can only come back with their tag still attached. If it's been removed, we may not be able to accept the return, or we may take money off your refund. This doesn't affect your rights if your cushion arrives faulty.
Good to know
Returning in store
Bring your rug to our Banbridge or Belfast store with your order number or confirmation email. Stores can give refunds, but swaps need to go through the returns portal.
Faulty or bought elsewhere
If your rug arrived faulty, or you bought it from another retailer, please email support@kukoon.com and we'll help you from there.
About refunds
Items need to come back in resalable condition. Refunds go to your original payment method within 15 working days of your rug reaching us.
Ready to start?
Pop over to the returns portal, or get in touch if you'd like a hand.
Start your return Contact us