General
What's the size, weight and thickness of the rugs?
| Product | Product | Size | Weight | Thickness |
| Round Rug | Woven Polyester | 60cm x 60cm | 0.7cm | |
| Round Rug | Soft Polyester | 60cm x 60cm | 0.7cm | |
| Round Rug | Woven Polyester | 80cm x 80cm | 0.7cm | |
| Round Rug | Soft Polyester | 80cm x 80cm | 0.7cm | |
| Round Rug | Woven Polyester | 100cm x 100cm | 0.7cm | |
| Round Rug | Soft Polyester | 100cm x 100cm | 0.7cm | |
| Round Rug | Woven Polyester | 120cm x 120cm | 0.7cm | |
| Round Rug | Soft Polyester | 120cm x 120cm | 0.7cm | |
| Round Rug | Woven Polyester | 150cm x 150cm | 0.7cm | |
| Round Rug | Soft Polyester | 150cm x 150cm | 0.7cm |
How do I clean my rug?
- Vacuum gently using a low-power setting
- Spot clean only with a damp cloth and mild detergent
- Do not machine wash, bleach, or tumble dry
- Avoid prolonged exposure to moisture and direct sunlight
- Designed for decorative use in moderately low-traffic areas
What materials are the rugs made of?
Our rugs are available in woven polyester for a more structured finish or soft polyester for a smoother, more comfortable feel underfoot, both options include a non-slip backing and a low-profile surface that helps minimise dust build-up and keeps everyday care simple.
Is my rug suitable for all rooms?
Our rugs are designed for a variety of indoor spaces including living rooms, bedrooms, and offices. We recommend placing them on a flat, dry surface for best results.
Will the colours look exactly like the photos?
We do our best to display colours as accurately as possible, but slight variations may occur due to screen settings and the printing process.
Order
How can I pay for an order?
We offer various payment methods depending on your country, including credit cards (American Express, Visa, MasterCard, Discover), PayPal, Google Pay, Apple Pay and online bank transfers. Payments can be made in GBP, EUR, USD, DKK, SEK, CHF, NOK, and SGD. If your local currency differs, you can check the charged currency by adding a rug to your cart. Your bank will convert the amount at its exchange rate.
Will I receive a confirmation email after placing an order?
Yes, you will receive a confirmation email shortly after placing your order. It will be sent to the email address you used during checkout. If you don't see it in your inbox, please check your spam or junk folder.
If you are still not able to find it, please contact us.
How do I use a discount code?
To use a discount code, simply enter it in the designated box below the order details in your cart. Be sure to apply the code before proceeding to checkout to enjoy your savings.
What should I do if a discount code is not working?
We are sorry to hear that the discount code you are trying to use is not working. Please try switching your browser and clearing your cookies, then re-enter the code in the discount box. If the issue persists, please contact us.
Will I receive my invoice?
To receive a digital copy of your invoice, please have your order number and the email address used for the purchase ready, and contact us.
Can I order a rug with my own image?
Yes, you can!
To create your custom rug, go to the Custom Rug tab in the main menu. Ensure you're logged in to your account or create one, as this feature is available only to registered users. Upload your image, crop and preview it in our user-friendly editor, then select your preferred size, finish, and optional frame.
Can I cancel my order?
Yes, you can cancel your order within 24 hours of placing it, as rugs are typically printed after this period. If you would like to cancel your order, please contact us to process the cancellation. Simply have your order number, the email address used for the order, and the total order value ready.
Is payment on your website secure?
Yes, payments on our website are secure and encrypted with 256-bit SSL Encryption.
Can I change or add another item to my order?
Once an order is paid for, changes cannot be made. You can cancel the order and place a new one, but remember that cancellations are only possible within 24 hours of placing the order, as per our policy. To cancel your order, have your order number, email address, and total order value ready, then contact us.
What if I entered the wrong address or ordered the wrong item?
Please double-check your details before placing your order, as all items are made to order.
If you notice a mistake, contact us within 24 hours and we’ll do our best to update your order. After this time, we may not be able to make changes.
Shipping
What countries do you ship to?
We ship to Australia, Austria, Belgium, Canada, Chile, Croatia, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Greece, Greenland, Guernsey, Hong Kong, Iceland, Ireland (excluding Northern Ireland), Italy, Japan, Jersey, Lithuania, Luxembourg, Malaysia, Monaco, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Reunion, Saint Barthelemy, Saint Martin (French part), Saudi Arabia, Singapore, Sint Maarten (Dutch part), Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Arab Emirates, United Kingdom, United States, Venezuela.
How can I check the status of my order?
You can easily check the status of your order here. Simply have your order number and the email address you used to place the order ready.
What should I do if I receive a faulty rug?
We are sorry to hear your rug did not arrive in perfect condition. Please contact us within 30 days of delivery at hello@innerspacestudio.co.uk using the email address associated with your order. Include your order number, a description of the issue, and clear photos of the fault and packaging so we can look into this for you. We will arrange a free replacement, or a full refund if a replacement is not possible. You will not be asked to return the original item.
What should I do if my package is missing some of the rugs I ordered?
In order to ensure that you receive your items fast we might already ship some items before the others are ready to be shipped.
Occasionally, we ship items separately for logistical reasons, such as differences in size, weight, or warehouse location. This helps ensure each item arrives safely and as quickly as possible.
First, check your shipping confirmation emails to see if your order was split into multiple shipments. You may have received separate tracking numbers for each package. If one or more items are still in transit, the tracking details should show expected delivery dates.
If you don’t see any additional shipments or your missing items haven’t arrived within the expected timeframe, please contact our customer support team with your order number. We’ll be happy to look into it and make sure you receive everything you ordered as soon as possible.
What should I do if my package is marked as delivered, but I didn't receive it?
We are sorry to hear that you didn't receive your package. Please contact us here using the email address associated with your order. We'll get in touch with the shipping company on your behalf to resolve the matter as quickly as possible.
If you encounter any issues with the delivery of your package, please contact us for assistance.
What should I do if I didn’t receive my order?
We're sorry to hear you haven't received your order. Please contact us here using the email address associated with your order, and we'll assist you promptly.
If you encounter any issues with the delivery of your parcel, please contact us for assistance.
What is the estimated order delivery time?
3-5 working days for standard delivery within the United Kingdom
6-8 working days for standard international delivery
Orders under £30 are charged a flat rate of £3.99. Orders over £30 will be shipped completely free.
The shipping time does not include the manufacturing process. Orders are typically manufactured and processed within 24 hours, and no later than 2 working days.
What are the shipping costs?
We currently offer free standard worldwide shipping on all orders.
Orders under £30 are charged a flat rate of £3.99, while orders over £30 qualify for free standard delivery.
Do you offer an expedited shipping option for an additional fee?
Unfortunately, we don't offer expedited delivery at this time. However, we work diligently to ensure all packages are shipped promptly,
Returns
What is your return policy?
Because all of our rugs are made to order, we do not offer returns or exchanges for change of mind, incorrect size selection, or any other reason outside of a fault or error on our part. We encourage you to review your order carefully before completing your purchase.
If your item arrives faulty, damaged, or incorrect, please contact us within 30 days of delivery at hello@innerspacestudio.co.uk with your order number, a description of the issue, and clear photos of the item and packaging. We will arrange a free replacement as quickly as possible. If a replacement is not possible, we will issue a full refund instead. You will not be asked to return the original item.
Your statutory rights under the UK Consumer Rights Act 2015 are not affected by this policy.
Can I return a custom rug?
As custom rugs are made to order and produced specifically for you, we are unable to accept returns or exchanges for change of mind, incorrect size selection, or any other reason outside of a fault or error on our part.
If your custom rug arrives faulty, damaged, or not as ordered, please contact us within 30 days of delivery at hello@innerspacestudio.co.uk with your order number, a description of the issue, and clear photos of the item and packaging. We will arrange a free replacement, or a full refund if a replacement is not possible.
Can I exchange any of your products?
As all of our products are made to order, we are unable to offer exchanges. Each item is produced specifically for you at the time of purchase and cannot be restocked or resold.
If your item arrives faulty, damaged, or incorrect, please contact us within 30 days of delivery at hello@innerspacestudio.co.uk with your order number, a description of the issue, and clear photos. We will arrange a free replacement or, if that is not possible, a full refund.
When will I receive my refund?
If your refund has been approved (for example, due to a damaged or incorrect item), it will be issued to your original payment method within 5–10 business days.
Please note that refunds are only provided in specific cases, as all of our rugs are made to order.
Are refunds available for all orders?
As all of our products are made to order, we are unable to offer refunds for change of mind, incorrect size selection, or any other reason outside of a fault or error on our part.
Refunds are available in the following circumstances: your item arrives faulty or damaged, your item is not what you ordered, or a replacement is not possible after a valid fault claim has been raised.
If any of the above apply, please contact us within 30 days of delivery at hello@innerspacestudio.co.uk with your order number, a description of the issue, and clear photos. We will arrange a replacement in the first instance, or a full refund if a replacement cannot be provided.
Your statutory rights under the UK Consumer Rights Act 2015 are not affected.
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