Mistakes happen!
If you want to change up your order or cancel it for any reason, please contact us as soon as possible so we can get it sorted for you.
Our number is 0283 0250 027 (Int: +44 28 302 50027) so just give us a call between 8am and 4pm and as long as our very speedy warehouse team hasn't already dispatched your order, we will amend or cancel your order.
If your order has already been processed through our warehouse, worry not, our returns portal is super easy to follow and we will be happy to help you return any items.
If your order is going to the wrong address, again, just give our customer service team a call on the number above and we will do our best to get this updated for you!
If your order has been dispatched and it is to an incorrect delivery address we may not be able to redirect this and we cannot be held liable or any losses incurred so make sure to contact us ASAP!
Want to keep an eye on things?
You can follow your rug along its journey through the hands of our trusty warehouse team to being handed cover to our courier partners by logging in to your account via the My Account section and selecting View Orders.
Once your order has left our warehouse and is on its way to you with one of our courier partners, you will get an email keeping you up to date! This email will include your tracking details so you can keep an eye on your delivery date.
If for any reason the tracking is not updating and your floor is crying out for your order to arrive, just give us a call or an email and we will chase this up for you!
Don’t wanna miss a thing?
If you don’t want to hear from us or, more likely, want to hear more from us then you can update your communication preferences and opt in and out of newsletters in the My Account page. Here, you can also make sure your address etc is up to date to make sure your old house doesn’t get a surprise intended for your new one!
If you don’t have an account with us, what are you waiting for?! With an account, you can keep an eye on your orders and get tracking updates as well as getting exclusive discounts. It will also make placing your next order even easier!
Having an issue creating or editing an account? Our customer service team would love to help!
Save those pennies!
We love giving you money off but for the sake of our finance team, our discount codes will only apply to products that aren’t already on sale and exclusions may apply.
Rug out of stock?…Not for long!
We know that it can be annoying to see beautiful rugs on our website that are currently out of stock but we continue to show these so you can see all of the sizes and to give you the option to be notified when this is back in stock. This means if you fall in love with a rug that we don’t currently have available in your size but your heart is set and you’re happy to wait, you don’t have to compromise!
In rare occasions, a bug sneaks its way into the system and our stock system does not update correctly and something shows as available but is actually out of stock. If this does happen we will let you know straight away and offer some solutions for you!
LOW PRICE GUARANTEED
We are proud to be able to offer you great rug designs at great prices. We guarantee to match any other price online for our rugs. We are able to offer you rugs at such great prices by finding the most competitive manufacturer of materials around the world and buying these in bulk, which we then pass this saving onto you as a customer hence why we can offer rugs a such great prices.
Tell us how you feel!
We love to hear from our customers and we are so proud of all of our reviews! We appreciate every customer who takes the time to leave us some feedback, reading these is the best and easiest way for new customers to get to know our products and trust in our great service! If you can include pictures of your rug, even better as we love to see them in their natural habitat!
Every one of our reviews are 100% genuine and we do not cherry pick the reviews that show on our website. If you do take time to write a review (first of all - thank you, you’re a star!) it might take a few days for your review to appear. This is just due to our verification process to make sure that it is from a genuine customer and not a robot or spam!
If you want to read what people are saying about us and let's be honest, of course you do, then click here to view our Trustpilot reviews & Reviews.io reviews.
Mad at us?
We work very hard to ensure that every customer is pleased with their purchase and the service we provide but if for any reason you are not, please let us know! One of our company values is to delight every customer and if you are not absolutely delighted, we would love a second chance to make things right! Get in touch with our customer service team using the details below.
Let’s talk about rugs, baby!
Email our customer support team on support@kukoon.com or give them a bell on the below numbers:
UK: 02830 250 027
International: 0044 2830 250 027
Prefer a more personal touch? Send us a letter to the below address:
KukoonRugs, 23 Shepherds Way
Carnbane Industrial Estate
Newry, BT35 6EE
WHAT HAPPENS IF MY ORDER ARRIVES DAMAGED OR I RECEIVE THE WRONG PRODUCT?
If your order arrives damaged or you receive the wrong product then please follow our Returns Procedure or contact us for further information.
PRICE MATCH GUARANTEE
We do our best to ensure that we offer the best prices on all of our rugs. Therefore if you purchase a rug from us and find it cheaper on another retailer's website (including postage costs) within 7 days, let us know and we will refund you the difference!
PAYMENT OPTIONS
We offer you various ways to pay for your order including:
Paypal - Visa/Debit Card - Apple Pay - Google Pay - Shop Pay
Clearpay (Minimum £50 spend - UK customers only)
Bankapp
You can also use a combination of gift vouchers and any payment method we accept to pay for your order
VAT RECEIPTS AND REFUNDS
To obtain a VAT receipt, please sign into your account and then click on the View Your Order link to print out your VAT receipt.
Unfortunately, we don't have the facility to deduct VAT when charging for goods. If you're resident in the Channel Islands or The Republic of Ireland and qualify for a VAT refund, please Contact Us, after your goods have been delivered and we will then credit the amount of VAT charged.
Newry Showroom
Quays Shopping Center, Newry
Opening Hours:
Monday - Saturday: 09.30am to 5:00pm
Closed Sunday
Belfast Showroom
The Persian Room
60 Boucher Crescent, Belfast BT12 6HU
Opening Hours:
Monday - Saturday: 09.30am to 5:30pm
Sunday: 1pm to 6pm
Contact area for B2B:
Marketing: marketing@kukoon.com
Purchasing: purchasing@kukoon.com
Shop: showroom@kukoon.com