Returning your rug? Here's everything you need to know!
We offer an easy 90-day return policy.
Returns Charges
Faulty or Damaged Rug?
We're really sorry your rug arrived damaged. Please contact support@kukoon.com, and we'll make it right.
Returning for another reason? See the process below.
1 - Check Eligibility
We can’t accept returns for custom-length mats or cut-to-measure products. If you are returning underlay, please ensure this is unopened and unused, or your return will not be accepted.
2 - Go to our returns Platform below
Fill out the form at this link: Kukoon Returns Platform
Please note:
Depending on the size of your rug and the type of return, you may get a returns label automatically generated. Please see the links below for where you can return with this label.
If your label is not automatically generated or you receive an error, please do not worry, our team will be in touch within 2 working days with your label and details on how to return!
If you receive a Royal Mail label, you can find a drop-off point here or book a collection here.
If you receive a DPD label, you can find your nearest drop-off location here.
3 - Pack Your Rug
No original packaging? No worries!
Use sturdy bin liners or a similarly sized box.
Just roll or fold your rug (pile side in) along the shortest side, and seal securely.
If you're returning more than one rug, please pack them together where possible.
4 - Refund Process
Once we receive your rug, we’ll refund the item’s cost (minus any charges as noted above). No upfront payment is needed for the return.
Store Returns
You can return items at our Newry or Belfast stores – just bring your order details, such as order number or confirmation email.
Note: We don't offer in-store exchanges, only refunds.
Refund Policy
- Items must be in resalable condition
- Refunds are processed within 15 working days of receiving your item
- We will refund via your original payment method
Returning Underlay
Before placing your underlay, we recommend trying your rug on the floor first. Once you’re sure you’re happy with your rug and want to keep it, then proceed to use the underlay. Please note that we cannot accept returns on opened underlay packages due to the nature of the material.
Return Address:
23 Shepherds Way
Carnbane Industrial Estate
Newry BT35 6EE