Q. How does delivery work?
FREE standard delivery for the UK, including Northern Ireland and Eire
We offer FREE standard delivery to UK including Northern Ireland and Eire. For this region, normally deliveries will get to you in 1-2 days for the UK mainland, 2-3 days for Northern Ireland and Eire. This includes all UK offshore locations (including Guernsey, Jersey, Shetland, Isle of Scilly, Isle of Man, Isle of Wight). This delivery option is available to select when placing your order.
Deliveries within the remaining European Union
For the remainder of the European standard delivery charges depend on the size of the rug (small, medium, large, runner, palace). For delivery in remaining European Union the charges are as follows:
- Small Rug: £20
- Medium Rug: £25
- Large Rug: £35
- Palace Rug: £50
- Runner Rug: £25
The majority of deliveries will arrive within 7-10 working days of placing your order.
The rest of world
We deliver GLOBALLY except the United States of America. For the rest of the world (excluding USA) standard delivery charges depend on the size of the rug (small, medium, large, runner, palace). International delivery charges vary significantly dependent on your proximity to our warehouse. We will ensure that we get you the best value and your rug to your house intact, so if you wish to receive one of our rugs outside of the regions above please email us on [email protected] Dependent on your proximity to us an international delivery will normally take 7 days.
Q. Who delivers my rug?
We have a special agreement with a courier who is used to delivering these type of heavy goods to make sure it reaches you in the right condition. The courier company we use for all our rugs within the European Union is UK Mail, and for outside of the European Union either Fedex or UPS.
Q. How do I track my order?
After ordering on the website you will receive a number of email:
- Confirmation of your order
- Confirmation of dispatch
Once you have received the second email above, if within the European Union you will receive and email from UK Mail highlighting the tracking number for your order. You can track your order at UK Mail.
If outside of the European Union, you will receive a third email from us confirming which company is delivering your rug, and the tracking number there. You can track these orders at either Fedex or UPS.
Q. When do standard deliveries arrive during the day?
Standard deliveries arrive Monday to Friday between 9am and 5pm
Q. I might not be in, what happens then?
If you are not in, the delivery driver will leave a card highlighting that he has tried to deliver. On the card there will be a number that you can call to arrange re-delivery with the deliver driver.
Q. Can I choose to have my delivery arrive at a certain time?
Yes. Atlantis Rugs offers several options that are applicable for the UK mainland ONLY. The following charges apply:
- Next Day Delivery before 9am (must order before 2pm the previous day) : £25
- Next Day Delivery before 12pm (must order before 2pm the previous day): £15
Q. Do I need to be present at the delivery?
YOU MUST BE PRESENT FOR THE DELIVERY. Someone will need to be present at the time of delivery to sign for the items. You are given the option of delivery to an alternative address other than your billing address if this is more convenient for you (eg. your place of work, a neighbours, relatives etc).
Q. How can I change my delivery address?
You can change your delivery details at any point before payment. You can also have your rug delivered to a different address to your billing address. If you created an account while purchasing your rug, you can track where your rug is in the delivery process by visiting the relevant couriers: UK Mail , Fedex or UPS.
If you wish to change the delivery address and your order has not yet been despatched (i.e. you have not received a dispatch email), please email [email protected] or contact our Customer Service team on 020 8459 8746 immediately. Please have the order confirmation number that you would have received in the order confirmation email and date the order was placed to hand.
Q. Are receipts sent with deliveries?
Yes, you will receive a receipt with the delivery of any rug from Atlantis. This invoice will also have all the relevant information on it and can be used as a VAT invoice/receipt.
Q. What is the Atlantis Quality Assurance Cerificate?
Each Atlantis rug comes with our Quality Assurance Cetificate to certify that it is what it is - a truly unique, fine quality rug. We will only give it our stamp of approval if it is. The certificate also confirms the rug’s region of origin and its finish.