Track Order
Track your order
Two ways: enter the order details from your confirmation email below, or sign in to see all of your past orders. Either route uses our built-in order system — no plugins, no third-party redirect.
Track without an account
Use the order number and billing details from your confirmation email. We'll show you the latest status, courier tracking and delivery estimate.
Sign in for full history
If you have a Rugsville account, sign in to see every order, every tracking link, every delivery confirmation in one place. Faster than retyping order numbers each time.
Don't have an account yet? Create one in 30 seconds — future orders attach automatically.
The journey from order to door
Typically 7–14 working days end-to-end, depending on the rug and your postcode.
Order received
Confirmation in minutes
In production
Cut & finished, 1–5 days
Quality check
Inspected & packed
Shipped
Tracking issued
Delivered
Signed for at your door
UK customs & duties already paid. The courier never asks you for VAT, duty or handling at the door — we ship Delivered Duty Paid (DDP). If a courier ever invoices you, do not pay it — email support@rugsville.co.uk and we will resolve.
Common questions
I haven't received a tracking number yet
Tracking numbers are issued the moment your rug ships, which is typically 1–5 working days after you order (longer for hand-knotted designs). If your order is older than 7 working days and you haven't received a shipping email, please email support@rugsville.co.uk with your order number.
Where do I find my order number?
Your order number is in the confirmation email subject line and body. The format is usually a 9-digit number like "100012345". If you can't find the email, check your spam folder before chasing.
The tracking link says "no information available"
Couriers usually take 12–24 hours after pickup to populate tracking data. If your shipment shows no movement after 48 hours, email us with the order number and we'll chase the courier directly.
How long until my rug arrives?
Standard UK delivery is typically 7–14 working days from order confirmation. Larger rugs (over 9′×12′) and complex hand-knotted designs can take a few days longer in production. The product page shows expected lead time for that specific rug. Full breakdown on our Shipping & Returns page.
Can I change my delivery address?
Address changes are possible before the order ships. Once a tracking number is issued, the address is locked with the courier. Email support@rugsville.co.uk immediately if you need a change — we'll do everything we can.
The courier left a card asking for VAT or duty
Do not pay it. All Rugsville orders ship DDP (Delivered Duty Paid) — UK VAT and import duty are already settled by us. If a courier invoices you, email us with the courier's reference and we'll resolve directly with them within one UK business day. You should never pay anything beyond the order total.
What if my rug arrives damaged?
Photograph the damage and packaging within 48 hours of delivery and email support@rugsville.co.uk. We arrange a free courier pickup and either replace the rug or refund in full — your choice. Full process on the Shipping & Returns page.