Shipping & Delivery Policy

We ship worldwide to the countries listed at checkout. If your country is in the checkout list we can deliver to it; if it is not, write to support@loncarsol.shop and we will tell you honestly whether we can arrange a carrier.

We deliver to residential and business addresses. We cannot deliver to PO boxes, parcel lockers or freight forwarders: rolled rugs exceed their size limits, and we cannot evidence delivery to a forwarder in a payment dispute.

Shipping is a flat $24 USD per order, anywhere we deliver, however many sets are in the cart. It is shown as a separate line at checkout and on your receipt before you pay. There are no handling fees or surcharges added later.

All prices and charges on this site are in USD. Your card statement will show LONCAR RUGS.

• Dispatch: 2–4 business days from a cleared payment. Sets are rolled, wrapped and handed to the carrier.
• Transit: typically 4–12 business days after dispatch, depending on the destination and the size of the set.
• Swatch Box and Rug Care Kit travel as small parcels and usually arrive faster than a rolled rug.

These are working estimates from real carrier performance, not guarantees. Customs inspection, weather and carrier backlogs move them, and we cannot control any of the three. Business days exclude weekends and public holidays at the origin.

You receive a tracking number by email at dispatch. If your order has passed the top of the transit range with no tracking movement, contact us and we will open a carrier investigation.

Import duties, customs charges and sales taxes are assessed by the destination country and are settled by the recipient. They are not included in the price you pay us, and we cannot calculate or prepay them on your behalf.

Your carrier will normally contact you to collect any charge before releasing the parcel. What is due depends on your country's rules and the declared value; if you want an estimate before ordering, check with your national customs authority.

We declare the true description and value of the goods on every customs form. We will not under-declare a rug or mark an order as a gift, and we will not amend paperwork after dispatch.

If you refuse a delivery to avoid a customs charge, the set is treated as a return: we refund the price paid for the goods once it reaches us, less the original shipping and any carrier return or abandonment fees. See the Returns & Refund Policy.

Sets from 6×9 ft upward ship as a single long roll. An 8×10 or 9×12 roll is heavy and awkward, and needs a clear path from the street to your door.

• Give a phone number you actually answer at checkout. The carrier uses it to arrange a delivery window for larger rolls, and orders without a reachable number are the most common cause of a failed delivery.
• Delivery is to your door. Our carriers do not carry a rug upstairs, into a room, unroll it or remove packaging.
• We do not offer fitting, laying, installation or measuring. We sell finished floor coverings; how they are laid is up to you.
• Someone should be present for a large roll. If nobody is available, the carrier will leave a card and attempt redelivery per its own policy.

Creases are normal. A rug that has been rolled will show fold marks for a few days and relax flat on its own. That is a property of a rolled textile, not a fault.

We ship to the address you enter at checkout, exactly as entered. Check it before you pay. Once an order is dispatched we cannot reroute it.

If you spot a mistake, contact us immediately at support@loncarsol.shop. If the set has not been handed to the carrier we will correct it at no cost. If it has, we cannot.

If a delivery fails because the address was wrong, nobody was available across the carrier's attempts, or the parcel was left unclaimed and returned to us, we refund the price of the goods less the original shipping and any carrier return fees. If you would rather we resend it, a second shipping charge applies.

Risk of loss passes to you on delivery. Until then, a problem in transit is ours to resolve — and we do resolve it.

• Damaged on arrival. Photograph the packaging and the set before unrolling it fully, and tell us within 7 days of delivery. We arrange a replacement or a full refund, including shipping, at no cost to you.
• Lost in transit. If tracking stalls past the transit range we open a carrier investigation. If the set cannot be located we replace it or refund it in full, including shipping.
• Marked delivered but not received. Check with your household and neighbours first, then tell us within 14 days. We obtain the proof of delivery from the carrier and work it through with you.

You never pay shipping twice for our mistake or a carrier's. To reach us, write to support@loncarsol.shop or call +44 7804880779, Monday to Friday, 09:00-17:00 Europe/London, with your order reference.

Live stock is shown on every set's page. Where a set is between production runs we say so and offer a waitlist rather than hiding it, because a hidden set is a set you cannot plan around.

If a set sells out between your payment and dispatch, we contact you within one business day with the honest lead time and offer to wait, swap or take a full refund. We will not hold your money against an open-ended date.

Where an order contains several sets and one is delayed, we ship what is ready first at no extra shipping cost, unless you ask us to hold the order and send it complete.