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Shipping & returns.
Tracking, destinations, the fourteen-day trial, and how to write the desk if something needs undoing.
Track my order
When shipping your order, we send a confirmation email with your tracking number to confirm that your order has been accepted.
If you have a registered account with Benisouk, you may check the status of your order online. Visit My Account, sign in, and open the Order tab.
Your order status may take up to one hour to update after your order has been placed.
Shipping destinations, costs and delivery times
An estimated shipping time is shown on the checkout page before you confirm payment. Estimated delivery times are subject to acceptance of your order and are calculated from the date it is placed, unless otherwise specified. Different terms may apply for different destinations.
Some destinations
For some destinations (for example Asia), confirmation of shipping fees is provided after placing the order, with instructions sent by email before dispatch.
If a shipping cost promotion is available, the reduced cost is displayed at checkout.
Pre-ordered, personalized or monogrammed items may take longer than stated. Please refer to checkout for estimated delivery times.
All orders require a signature on delivery. We can only deliver to the shipping address on your order. Changes are not permitted once the order has been shipped.
Select your preferred shipping destination for options, times, costs and all other information. The applicable Terms & Conditions depend on the destination selected.
We ship to
We endeavour to fulfil all orders and may be able to deliver even if your destination is not listed. Write to contact@benisouk.com to discuss shipping.
International rates vary by country. Shipping cost is calculated at checkout: add items to your basket, then select your destination from the drop-down.
Return policy
Thank you for your purchase — we hope it made you happy. If you need to return or exchange an item, we are happy to help.
Return process
All returns must be postmarked within fourteen (14) days of the delivery date.
Email aftersales@benisouk.com to obtain a Return Merchandise Authorization (RMA) number. After authorization, pack the item in its original packaging, with all original labels. Returns must be shipped within 7 days of receiving return instructions.
United States
You will receive the return address with the return confirmation email. As soon as you ship the item, you must send us the tracking number.
International
We only accept returns from the UK and Australia. Returns from other countries are not possible due to customs regulations.
We recommend using our return service for preferential prices, to avoid additional charges, and to receive your refund or exchange more quickly. Write to aftersales@benisouk.com for a shipping-fee estimate and prepaid label.
You may also return with a carrier of your choice. The return address arrives with the confirmation email. Send us the tracking number as soon as you ship.
Please note
- You are responsible for return shipping charges. Fees vary by location, package size and carrier.
- Returns remain at the customer’s responsibility until they arrive at our warehouses.
- Items must be repackaged in original packing material or equivalent.
- We will not accept merchandise soiled or damaged in shipping due to improper packaging.
- Any return without a return authorization will be refused.
Refunds and exchanges
After receiving your return and inspecting the item, we process your refund. Shipping fees are deducted if a prepaid label was provided (those fees are communicated beforehand).
Please allow 7–10 business days for verification and refund, or for an exchange to be shipped.
Processing fee
Once processed, we issue your refund less shipping fees (if a prepaid label was provided) and processing fees equal to 20% of what you paid for the product. These offset warehouse quality control, restocking and relabelling.
- Refunds are processed in the original form of payment.
- Shipping and processing fees are nonrefundable.
- If the item was purchased in a currency other than your local currency, the refund is paid in the purchase currency. Exchange-rate movement may make the amount higher or lower than the original price.
During sale
If you return an item from a sale order and the discount required a minimum purchase value, remaining unreturned items that no longer meet that minimum will no longer qualify for the discount.
Purchases that cannot be refunded or exchanged
- Products made to custom specifications (custom-made rugs or special orders). Only in-stock, unmodified products may be returned, depending on your delivery address. See International customers under Return process for eligibility.
- Products that have been used.
- Products that have been altered, modified, or washed.
- Rug samples cannot be returned.
Exceptions
For defective or damaged products, contact customer service for a refund or exchange: aftersales@benisouk.com.
Vintage rugs may have some imperfections. These are not considered damage.
Questions
If you have questions about our return policy, write to aftersales@benisouk.com.
Order cancellations and amendments
In certain circumstances, before dispatch, we may be able to cancel your order. You must request cancellation within 24 hours. Email aftersales@benisouk.com as soon as possible after placing your order and Customer Service will advise if cancellation is available.
We are unable to combine orders, change the size, edit billing and shipping details, or add pieces to an existing order once it has been placed.
If your order cannot be cancelled it will be processed and, subject to being accepted, a confirmation email will be sent upon shipping.
The Returns & Cancellations Policy does not affect your statutory rights. For more information, contact your local Trading Standards Office, Citizens Advice Bureau, or the equivalent in your jurisdiction.
Need a person? Write the desk.
aftersales@benisouk.comFor any further queries, contact us at aftersales@benisouk.com.