Shipping + Returns
GENERAL SHIPPING INFORMATION
We aim to ship all online retail orders within 2-4 working days.
Our appointed carriers are generally unable to deliver to PO boxes – a full street address is required.
For Bespoke, Made-To-Order items and cut fabric we will contact you to confirm your order advising you of an approximate lead-time, clients will again be contacted when the goods are ready for delivery.
Shipping | UK retail orders
UK delivery is a flat fee of £3.95.
We are pleased to currently offer free UK shipping on orders over £100.
Shipping | International retail orders
We advise all overseas retail customers that shipping charges are calculated based on the volumetric size of the parcel.
USA + Canada
In the USA there is no import duty to be paid on purchases under $800. Additionally for USA + Canada orders we ship on DDP terms (Delivery Duty Paid) so even on orders over $800 USD there is no additional duty to be paid by our customers. We keep a close eye on duties, but they are subject to change with your local government customs office.
Europe + Asia + Rest of the world
We ship on DDU terms (Delivery Duty Unpaid). Please check with your local government customs office, prior to placing an order, you may need to pay import duty or any additional taxes that may apply to your country of delivery. These charges are the responsibility of the customer.
RETURNS + EXCHANGES
Change of mind | Cushions, Throws, Towels & Accessories
We are happy for you to return full price and sale items from our online store. If you wish to return your item and receive a full refund, you must get in touch by email and have the return agreed with us within 14 days of having received the item.
You can then make arrangements to have the item posted/couriered back to us. You will need to cover the costs of return postage. For your records, we advise you to obtain proof of delivery using a trackable service.
All items should be returned in the original packaging where possible, or equivalent, and must be in fully resalable condition. If the item has not been returned in fully resalable condition, we reserve the right to refuse a refund.
All refunds are issued in part or in full at the discretion of the studio manager.
We normally refund an item within 7-10 days of receipt at our studio.
International Returns
While we offer global delivery, we are unable to coordinate item returns from outside of the UK. It is the customer’s responsibility to organise international returns including payment for any delivery charges and duty incurred. Duty charges incurred on our part will be deducted from any refund due.
Please email our studio prior to sending an international return to clarify the process in the specific circumstances.
Faulty or Damaged | Cushions, Throws, Towels & Accessories
Margo Selby studio make every effort to produce products of the highest quality and deliver them to you in perfect condition. We check purchases thoroughly for any faults before sending them out to our valued customers.
If your item does prove to be faulty or damaged, or you feel it does not match the specifications laid out on our website, you have 14 days to contact us at info@margoselby.com with your order number and the details of the fault or damage.
All items returned as faulty will be inspected on receipt. Any items deemed to be subject to fair wear and tear only will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us about the fault.
The team will discuss options with you which might include:
- a return and refund;
- an exchange.
In a case where we cannot offer you a replacement of a faulty item, we will offer a refund to the value of the item at the time of purchase and any shipping costs incurred. Please note refunds to debit/credit cards normally clear in 5-7 days. Refunds to PayPal can take up to 30 days and are subject to PayPal refund regulations.
Please contact us at info@margoselby.com to discuss the most convenient way of returning the faulty item to us at our cost.
Change of mind | In Stock Rugs
If for any reason you change your mind regarding your rug, you have 14 days from receipt of your order in which to notify us of your intention to make a return.
We are happy for you to return full price and sale rugs from our online store. If you wish to return your item and receive a full refund, items need to be couriered back to us at your earliest convenience, at your own expense.
All items should be returned in the original packaging where possible, or equivalent, and must be in fully resalable condition. All refunds are issued in part or in full at the discretion of the studio manager.
Please contact our studio at info@margoselby.com to discuss the return – for UK orders, we can arrange collection for you and deduct a charge of £30.00 from your subsequent refund.
Faulty or Damaged | All Rugs
Margo Selby studio makes every effort to produce rugs of the highest quality and to deliver them in perfect condition. We check your purchase thoroughly for any faults before sending them out to you, our valued customer.
If your item does prove to be faulty or damaged or you feel it does not match the specifications laid out on our website you have 14 days in which to contact us at info@margoselby.com with your order number and the details of the fault or damage.
All rugs returned as faulty will be inspected on receipt. Any rug deemed to be subject to fair wear and tear only will not be accepted as faulty. We will replace a faulty rug if a replacement is in stock and available, if that is your preference.
The team will discuss options with you which might include:
- a return and refund;
- an exchange.
In case we cannot offer you a replacement of a faulty rug, we will offer a refund to its value at the time of purchase and any shipping costs incurred. Please note refunds to debit/credit cards normally clear in 5-7 days. Refunds to PayPal can take up to 30 days and are subject to PayPal refund regulations.
Please contact us at info@margoselby.com to discuss the most convenient way of returning the faulty item to us at our cost.
Bespoke Items & Cut Fabric
Please be aware that we cannot include bespoke items and cut fabric in our standard returns and order cancellation policies as these items are made to your individual specification. We do our utmost to make sure you are 100% satisfied with your order before your product or fabric is made or adapted for you, but regret we are unable to offer refunds or accept cancellations 48 hours after the order has been placed or deposit paid.
Please refer to our returns policy if the bespoke item is faulty or damaged upon arrival, and direct any enquires to info@margoselby.com with your order number and details.