Delivery & Returns

Where we deliver

We deliver throughout Great Britain for most items (including Northern Ireland). We use DHL and UK Mail for deliveries and ship direct from our manufacturers to your door to keep delivery times to a minimum.

Standard delivery times

The products we sell are high quality and many are made-to-order and hand finished. Please check below or on the product pages for delivery times. We ship direct from the manufacturers to you.

Door Thresholds, Nosings & Matwells

Stair Rods

Carpet Binding & Accessories

Confirmations and notifications

When you place your order online, you will immediately receive an automated payment confirmation. Your order will be processed and confirmed by our customer service department via email the next working day 9am-5pm. In order to get your order to you as quickly as possible, we ship direct from the manufacturers to your delivery address using DHL/UK Mail. Please find below the normal delivery times.

We will email you your parcel tracking details once your order has left the factory. We ship direct from our manufacturer to minimise the time it takes. Occasionally, lead times may vary.

Bank Holidays

We are closed on bank holidays and orders placed then will be processed the next working day i.e. Mon-Fri 9am-5pm.

Delivery charges

We provide free of charge delivery for many of our products, including door thresholds and stair rods, dependent on your postcode and order value.

Orders over £75.00 in value are delivered free of charge to most UK mainland addresses. Under £75.00 the charge is £8.95 including VAT.

For Northern Ireland, the Highlands and certain Scottish postcodes and off-shore islands  a fixed delivery charge of £15.00 including VAT is charged for most items. For the Isle of Man and Channel Islands a fixed charge of £20.00 including VAT is charged for most items. However, we are unable to supply items from the Feline or AL range of thresholds to non- mainland addresses.

In order to secure volume discount, we use certain carriers. We pass on these discounts to our customers. Please note we do not make profit on our delivery charges.

Taking delivery of your order

If it is likely that nobody will be available to accept your delivery then it is best to complete a different delivery address to the billing address e.g. place of work or a neighbour, at the time of ordering. Please untick the box in the basket accordingly. Alternatively, you can provide brief instructions in the basket where to leave it if you are out; we suggest the place needs to be secure as this is at your own risk. The carriers are not allowed, for security reasons, to follow any written instructions left for them at the delivery address and therefore your parcel in this situation would be returned to the depot and a calling card left.

How to arrange a return

Should you wish to change, cancel or return your order, information on how to proceed is available in our terms and conditions section 9. 

There is a 28 day returns policy as explained below. All returns need to be received in excellent, re-saleable condition and should not be cut or used:

1. Email us within 14 days of delivery of your order, telling us (a) your order number (b) what you wish to return and (c) the reason why.
2. We will then email you instructions and a return address label with advice on how to safely pack up your goods.  Please note returns are not accepted at our Bloxham Mill office address.
3. Arrange for your parcel(s) to be shipped by an appropriate carrier and ensure proof-of-delivery is provided. In-person returns to the factory are not accepted. Customers are responsible for the cost and risk of returning products and therefore we suggest you arrange postal/carriage insurance to cover the value of the contents and save your proof of posting and tracking information until your refund has been processed.
4. All returns are inspected on receipt and checked that they are suitable for re-sale. Refunds are then issued quickly to a customer’s payment card within 2-3 working days.

Got a question?

Please do get in touch with us via email at sales@carpetrunners.co.uk and make sure you reference your email with your order number.