Delivery

We work hard to get your bespoke rug to you as quickly as possible. However the time it takes to create bespoke pieces can vary depending on the materials and weaving techniques chosen.

Plain rugs: Shipped within 4 weeks

Complex or large hand tufted rugs: approx 6-8 weeks

Hand-Knotted rugs: approx 6-10 weeks

We offer free delivery to most international destinations:

• Orders above £400 qualify for free delivery.

• Orders below £400 will incur a delivery charge added at checkout.

For rugs larger than 3 meters in width and/or length, there might be an extra delivery charge depending on where you’re located. 

We’ll confirm all costs and production times with you before you place your order.

Order Approval

After you place your order, we’ll email you a digital design of your rug for approval. This step ensures you’re happy with the final design and any customisation options before we start production.

Customs & Duties

La Lionne will arrange and pay for any applicable import taxes before dispatching your order.

RETURNS

Bespoke rugs are made to order, so they can’t be returned or refunded unless they’re faulty or have been signed for as damaged during delivery.

We accept returns of stock rugs and items purchased online or in store within
7-days (returned at buyer’s expense), provided the item is in its orginal condition.

When your order arrives, be careful when opening the packaging. Please don’t use a blade – instead, use scissors and cut away from the rug or parcel to avoid causing any damage.

Transportation Damage

Although rare, items can occasionally get damaged during delivery. When your rug arrives, please check the packaging for any visible damage. If you spot any, let the courier know and write 'DAMAGED' on the delivery note, along with a brief description of the issue. This will help make the returns process smoother and faster.

If you’re unable to mark the delivery note as 'DAMAGED' but later discover damage to your rug, please let us know straight away. You’ll also need to report the issue to the delivery company within 24 hours and get a case reference number.

Contact us as soon as possible  so that we can sort things out for you.

Variations

Colours on screen may look slightly different depending on your device’s settings, we’ve done everything we can to represent them accurately. Our rugs are individually handmade, so there may be small variations in size. Dyeing is done by hand in batches, there might be very slight differences in colour between rugs or compared to samples.

If you’re trying to match your rug to existing decor or branding, we recommend ordering free colour samples first. These can be easily requested when viewing our rugs.