Customer Service

Monday to Friday
10am to 5pm
0044 (0)203 1768993

Woven
Unit 701, PillBox, 115 Coventry Road
London
E26GG
UK

Who are you?

We are a family run business based in London and the Midlands with over 25 years of experience in the Flooring Industry. We trade both in-store and online, and provide contract work for designers & architects.

Why should I buy from you?

We strive to provide an honest, fair and easy online shopping environment. Our site has been designed to put you first making it easy to find what you want.

We are very proud of the fact that we have the largest range of products available in London so whether you're looking for something modern, traditional or a little bit different we have it. It couldn't be easier; browse through our collections, select a product and leave the rest to us.

The rug I like is not in the size I want, can it be changed?

Many of our rugs can be ordered in custom sizes up to 300x450cm.
To find out more drop us an email at [email protected] or give us a call.

I don’t like the colour, can it be made in a different colour?

Many of our products can be re-coloured to suit your needs. To find out more drop us an email at [email protected] or give us a call. All we ask is you bear in mind that most custom rugs take 12-14 weeks to be made and are non refundable if you change your mind.

Are the colours accurate?

Whilst we go to great lengths to accurately reproduce the appearance of each rug we stock, we are unable to accept responsibility for any colour misrepresentations. Different display settings on computer monitors can have an effect on the appearance of colours in our products.

Is the item I want in stock?

The vast majority of rugs are in stock within the UK all the time. However with such a huge range we can never guarantee we have everything 365 days of the year in all sizes and from time to time things will become unavailable.

We offer a range of delivery services from FREE weekday to morning or Saturday services. Simply select the option that best suits at checkout.

Free UK Delivery

Unless selected, all orders are dispatched using our standard weekday FREE delivery service. This option is available to all UK mainland addresses, excluding the remote Scottish Highlands and Northern Ireland. All free UK deliveries take place between 9.00am & 5.30pm Monday to Friday.

Please note it is not possible to make advanced calls or provide time windows on this service. Prior to your order being dispatched we will notify you by email and advise you of a delivery date. Please ensure someone is available to receive your order at the nominated address. Once goods have been dispatched we are unable to change the delivery address.

Morning Delivery

We all have busy lives and we, therefore, offer a weekday morning service. Charges can be found at checkout and are calculated by item.

All morning deliveries take place between 8.30am & 12.00pm. Our customer service team will also call to book your delivery.

Saturday Delivery

If you are not available during the week, don’t worry. Within the UK mainland we offer a Saturday delivery service. Charges can be found at checkout and are calculated by item.

All Saturday deliveries take place between 8.30am & 1.00pm. Our customer service team will also call to book your delivery.

Non-UK deliveries

Deliveries to non-UK locations, Northern Ireland and Scottish Highlands are calculated at checkout and are charged per item.

How long do I have to wait?

Estimated delivery time - stock items

Typically UK mainland deliveries are made within 7-14 working days. However not all our products are sourced from the UK so orders can take longer to be completed. Non-UK deliveries are slightly longer. More information can be found on the individual product page.

Estimated lead time - special orders

All special order will be quoted a lead time. Please note the lead times are only an estimate and are not contractual. We will advise by email when your goods are ready for dispatch. Estimated delivery lead times can be seen both within the rug information pages & within your account.

Our return policy is simple, if you're not entirely convinced by your purchase we will take it back. We offer a 14 day satisfaction guarantee on all standard stock items, all you need to do is arrange delivery within 14 days of the date of delivery. This can be arranged through any of the options stated below. Returned items must be received as new.

Option 1 - Customers Own Carriers

Some customers choose to use their own carriers for returning items. Please ensure goods are returned within 14 days of the original delivery date.
All returns must be received as new in a merchantable condition. If you wish to use this option please contact us.

We are sorry to advise we cannot take any responsibility for damaged or lost items sent back by customers using their own carriers. The ownership & responsibility of any items being returned remains the customers responsibility until the item has been signed for by our warehouse team. We strongly recommend that customers insure items they are returning to cover for any eventuality.

Option 2 - Our Collection Service

We are happy to arrange a collection for you. Please email us requesting a collection & advise where & when the goods can be collected. Please note all collections are made Monday to Friday only on a nominated day between 9.00am – 5.00pm. Unfortunately as we provide a free delivery service we are unable to provide a free collection service.

Woven Collections are charged as follows:

Size Cost per item
Box (50x50) £10
Small Rug (70x140 - 120x180) £25
Medium Rug (140x200 - 170x240) £30
Large Rug (200x290 upwards) £60

Option 3 - Woven Exchange

If you wish to make an exchange this is not a problem, simply let us know which item you would like to re-select & we will do the rest.

Where an exchange is requested the unwanted item will be collected when your exchange is delivered. Please note collection & exchange charges are lower than return charges as we subsidise the delivery cost. Exchanges take place Monday to Friday between 9.00am & 5.00pm.

Our exchanges are charged as follows:

Size Cost per item
Box (50x50) £5
Small Rug (70x140 - 120x180) £10
Medium Rug (140x200 - 170x240) £15
Large Rug (200x290 upwards) £40

Footnote

Please note our collection service is only available to UK mainland customers. For all other regions or countries, we are unable to offer option 2 and kindly ask you to make your own arrangements when returning an item.

Care Information

After taking the time choosing your new product we are sure you will want keep it in top condition. Here are a few key tips to help keep your new rug looking good.

Vacuuming

To keep your rug in good condition regular vacuuming is advised. A new rug will last longer and look better if a routine of vacuuming is followed. This helps prevent dirt on the surface of the rug filtering down into the pile where it can accumulate and cause increased wear.
Rugs that have a longer or looser pile are not recommend for regular vacuuming as this will only damage the pile and cause excessive shedding. For best results, beat the rug to loosen any ground in dirt and then lightly vacuum. We do not recommend the use of a strong suction vacuum without an attachment as these are particularly powerful and may cause damage to the pile.

Fluff

Like any new jumper, a rug is also susceptible to some fluffing or pilling after being laid. This is in relation to excess yarn compression during the creation of your rug. It is advisable to actively vacuum during the first few months and the problem should disappear as quickly as it appeared.

Loose Threads

Loose threads can sometimes occur during the manufacturing process but don’t panic!
These do not indicate the item is substandard or faulty in any way; normally this is easy to solve, simply take a pair of scissors and cut the loose end to the appropriate pile height.

Spills and Stains

Accidents can happen, especially in the company of young children and pets. The basic rule is to act fast. Blot up excess spills with a clean white cloth or paper towel. Never rub as this can spread the stain. Once the stain is contained, work from the outer edge to the centre applying a proprietary carpet cleaner with a clean cloth. Avoid soaking the affected area as this can spread the stain. Once clean, pat any excess moisture with a paper towel and allow to dry.

Antislip

If your rug is to be laid straight onto a smooth surface such as tiles or wooden flooring, it is advised to use an underlay to prevent the rug from slipping when walked across.

Pets

The best types of rugs to introduce into a pet friendly home are those made from wool. Wool is a natural fibre & contains a natural amount of oil and is, therefore, unlikely to absorb pet oils creating any unpleasant smells. We generally do not recommend synthetic or acrylic rugs to be used in pet friendly homes.

Child Friendly

Wool rugs are not the best solution for children under 18 months as the wool fibres can easily get into small lungs. For very young children we generally recommend avoiding long pile shaggy rugs of any kind and recommend an acrylic based rug, which has a very sterile and stable pile.

Furniture

When arranging your furniture it is wise to have some form of protection under the legs to prevent the carpet fibres from being crushed. Avoid sharp castors or narrow legs and rotate furniture from time to time.

Fading

Fading can happen when a rug is left in sunlight for prolonged periods of time. This problem can be avoided by regularly rotating your purchase end to end.

Moths

Moths love natural fibres and thrive in dark places. To help protect against moths, your rug should be regularly lifted and turned especially if any part is under furniture. It is also recommended to use your vacuum attachment to reach into crevices. If you need to store your rug for any length of time, take care to pack it with moth repellent.

Question not answered?

Here are a few more useful tips based on specific material types.

Wool

Being a natural material, wool is resilient whilst also offering a fantastic feel. It will also generally last longer and look better if a routine of regular vacuuming as suggested above is followed. Deep pile & shaggy wool rugs may not initially lie completely flat but after a few weeks will settle and flatten out. During the first few months loose yarn may come off, this is perfectly normal and is an intrinsic feature of wool. This should not be classed as a fault.

Acrylic/Esperille

Acrylic yarns are the closest synthetic yarns available and give a similar look and feel to natural wools. They are generally very hard wearing and most marks can be cleaned away simply by using a damp cloth or clean water.

Natural Fibres

Natural coir, sisal and grass-based products all have similar properties and should be treated with care. All are based on a natural fibre that is dried and then spun into a thread or fibre that is then woven. As such they are susceptible to potential staining and should be treated with care. Water is not always the best solution to removing marks, we generally recommend a specialist proprietary cleaning kit or professional advise from an expert. Alternative Flooring Company offers a special cleaning kit that works on most stains.

Viscose

Most people don't realise viscose is entirely sourced from wood pulp and as such is a natural material. Viscose is often called ‘Art Silk’ and can be used to accentuate detail or for its soft surface texture being a reflective material. As a natural fibre, viscose is susceptible to water and can stain. As such if you have an accident or your viscose rug needs to be cleaned you should never attempt to clean it with water. Please seek professional help.

Leather

Most patchworks or hides are quite durable, however they are known to dry out, given most homes have central heating these days. As a general rule leather likes to hold approx. 6-8% moisture. Popping your rug outside on a line to air or simply leaving an window open for a couple of hours will ensure your rug has a chance to breathe and lasts longer.

If you still have a question get in touch by emailing us at [email protected] or give us a call.

Everyone hates the small print - Sorry

That said we are a team of like minded people who care about our customers, in the event of any problems our first aim is to resolve the matter in the interest of all parties involved.

Terms & Conditions

Please take a moment to read our terms and conditions before placing an order.

Making a purchase

Simply browse our online catalogue, click on items required and those goods will be placed into your shopping cart. When you have finished, click on the checkout icon where your total bill will be listed and calculated.

Payment & security

All orders require full payment at the time of being placed. This can be done using our automated checkout, alternatively we are happy to process your order over the phone if you prefer to talk to an individual. Our secure payment partners are Worldpay and PayPal, whom take full responsibility for capturing and storing your payment information on their secure servers.

Confirmation

Once your order has been received we will email you an order confirmation outlining the items you have chosen to purchase. We kindly ask you to take a moment to ensure the your order is correct. If you find an error please email our team immediately at [email protected] or give us a call.

Agreement

At checkout all customers will be asked to confirm they have read these terms and conditions of trading which apply to all orders placed with Woven.co.uk in relation to the purchase of goods and services. Woven.co.uk is the trading name for Carpet Studios Manchester Ltd.

Lead times

Estimated lead times can be seen both within the product information page & within your account. Please be aware whilst we do our best to honour the lead times quoted these times are estimates only and are not contractual.

Prices

The prices payable for goods & services are set out on our website in Pound Sterling and include UK VAT. Export orders placed where VAT does not apply will be re-calculated at the check out.

Product representation

We go to great lengths to accurately reproduce our products online to enhance your experience, however from time to time due to individual user monitor resolutions and settings, items may appear differently upon delivery. We are unable, as such to accept any liability for colour misrepresentation and strongly advice customers to contact us directly if you are uncertain about a purchase you wish to make. We are continuously developing our product range and reserve the right to amend the specification of product without prior notice in relation to future sales.

Out of stock

In the unlikely event that your order is out of stock, we will notify you within 48hrs of your purchase and provide the option to cancel or change the item. If you wish to proceed with your original order we will advise you of the estimated lead-time for the restock. Please be aware estimated lead times are guidelines only and are not contractually binding.

Sizes

All sizes are quoted as a representation only. The very nature of hand made product sometimes results in size variations of up to 5% or 5 - 10cm in length or width this is typically regarded as a feature not a fault.

Your right to cancel - standard stock items

Standard stock items can be cancelled up to the point of dispatch.

Simply email us at [email protected].

Your right to cancel - a custom order

Custom and bespoke items can be cancelled up to 48hrs from the initial order date. We are sorry to advise we are unable to offer refunds on these items once they have gone into production. Definition - custom or bespoke items are products that have been specifically made to your exacting size, special coatings or material combinations.

Our right to cancel your order

Sometimes we are unable to complete customers orders. If we need to cancel your order we will notify you by e-mail and provide a full refund. We will do our best to provide alternatives however we are unable to offer additional compensation for any inconvenience or disappointment caused. We reserve the right to cancel your order if :

Definition
The goods you ordered are incorrectly defined or listed at an incorrect price due to a typographical error or an error in the pricing information provided by our suppliers.
Unavailable
The goods you have ordered are unavailable or have been discontinued.
Access
We are unable to provide a delivery to your address.

Delivery

All orders will be delivered to the address you provide at the time you place your order. If your delivery details change please contact our customer service department by e-mail. Please note once goods have been dispatched we cannot change delivery details or accept a cancellation. Dispatched goods can be returned in line with our 14 day return policy. Any items refused upon delivery may be subject to an additional cancellation / return delivery fee.

Multiple deliveries

Where possible we will always group your order and ship it together, however this is not always possible we reserve the right to dispatch items separately.

Standard free delivery

For all Mainland UK orders over £50.00 we offer a FREE weekday delivery service. All other orders may be subject to a delivery charge which will be shown at checkout. Our free delivery service take place between 9 - 5.30pm Monday to Friday only. Please be aware it is not possible to offer time windows or advanced calls on this service.

Morning & Saturday delivery

Some customers find it hard to take a day off work or be home all day.

With this in mind we offer a chargeable week day morning or Saturday service. More information can be found in our delivery section and prices for these options are shown at checkout.

Delivery notification

When your order is ready to ship we will advise you prior to delivery by e-mail. Please ensure someone is available to receive your order at the nominated address. In the unfortunate event of you being unavailable our delivery agents will return your order. Failed deliveries will returned to a local depot and leave a calling card. A further 2 delivery attempts will be made within a 5 working day period from the original delivery date before goods are automatically returned to us.

Failed deliveries

Sometimes things happen and orders are returned to us. In these instances we reserve the right to charge a re-delivery fee. Failed deliveries for which a refund is subsequently requested are subject to an administrative fee.

Incorrect item

In the unlikely event that your order is incorrect please notify our customer service team within 48 hours of receipt by e-mail at [email protected] We will do our best to rectify the issue as quickly as possible. In the interest of speed we kindly ask customers to send us a picture of the rug & its label which helps us identify the issue and provide a solution quickly.

Faulty Item

If you think you have received a faulty item please contact our customer service team immediately. We kindly ask customers to send us a picture so we can understand the nature of the issue. We reserve the right to arrange for goods to be collected & inspected.

Events beyond our control

We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our control.

Privacy

When placing an order with us we will ask you to provide personal details such as your name and address. These requests only occur when it helps us provide a better level of service to you. For example in processing and delivering your order we will not not sell, trade or provide your information to others ensuring your confidentiality and peace of mind.

Data Protection

We understand that many people still worry about submitting personal details on the Internet – especially their credit/debit card numbers.

We can assure you that any information you provide to us will remain safe and secure. Carpet Studios Manchester Limited only process your personal data in accordance with the Data Protection Act 1998.

Applicable law

The contract between us and these terms and conditions are governed by and interpreted in accordance with the laws of English and Wales.

The website woven.co.uk is operated and owned by Carpet Studios Manchester Ltd.

All communication can be addressed to us at:

Carpet Studios Manchester Ltd
13th Floor,
33 Cavendish Square,
London. W1G0PW
Registered in England No. 019124470
VAT No:193567665

Limitations of our liability

You are responsible for observing and complying with all applicable regulations and legislation that affect your purchase and subsequent use of our goods. This includes obtaining all necessary customs, import or other permits to purchase goods from our site. Certain national laws may prohibit the importation or exportation of certain of our goods to you. We make no representation and accept no liability in respect of the export or import of the goods you purchase.

To the extent that law permits us to do so, we exclude all our liability to you for any direct, indirect or consequential loss, damage or expenses ( including loss of profits, business or goodwill ) howsoever arising out of any problem relating to the goods you buy from us, other than the remedies listed in our liability to you.

If a court does decide we are liable to pay you compensation, that compensation will be limited to the amount paid by you for the goods in question. Please note that nothing in this section of these terms and conditions (or in any other section) is intended to limit any rights you might have as a consumer or other statutory rights that may not be excluded by law, nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence or fraudulent misrepresentation.

Third party rights

A person who is not a party to this contract has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this contract but this does not affect any right or remedy of a third party that exists or is available apart from that Act.

Invalidity

If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.

Privacy

Protecting your privacy

When placing an order with us we will ask you to provide person details such as your name and address. These requests only occur when it helps us provide a better level of service to you. For example in processing and delivering your order. We will not not sell, trade or provide your information to others ensuring your confidentiality and peace of mind.

Our safe shopping guarantee

Whenever you provide us with your personal information, we offer the use of a secure server.

To this end we never capture your payment information and world directly with Worldpay and Paypal who only use encrypted servers making your details safe.

Not convinced?

Our customer service team is on hand to help and are happy if you prefer to talk you through your order on the phone.

Please call us if you need any assistance.