If you have purchased an item within the last 14 days and do not wish to keep it, please email enquiries@niki-jones.co.uk to receive details of how to make a return. You will need to return the item in the same condition you received it, unused, in its original packaging and in a re-saleable condition, to the returns address shown below enclosing your order confirmation. We do not cover the cost of returns but we can help arrange this with our courier if required. Items sent back to us without first requesting a return will not be accepted. 

Please note that Made to Order Rugs are not returnable. We recommend using our rug pompom system to approve your colour choice before confirming your order and measuring your space carefully.

As both our hand knotted and hand tufted rugs are made entirely by hand, please note that sizes may differ slightly to those specified. There is an acceptable tolerance of approximately 5cm either way, please consider this when measuring for your rug.

If you live locally (i.e within an hours drive from Glasgow), we offer a rug consultation service. Niki will come out in person with rug and colour samples to help you make the correct decision for your space. This service is £150 and is removed from the price of your rug order if you should proceed.

For international returns please do not return items before receiving consent from Head Office. Email enquiries@niki-jones.co.uk for more information.

Returns Address

Niki Jones
496 Great Western Rd
G12 8EW

Once the item has been received and checked, your refund will be processed within 48 hours of receipt. We will refund the purchase price but not any delivery costs incurred by us in sending the order to you or incurred by you in returning the goods to us.

Please note we will not be responsible for items lost in transit during return, even if the service is provided by our courier service. However, we will endeavour to claim on the customer’s behalf if our courier is used.

Refunds are processed by the original payment method, if the card has expired, we will offer a selection of PayPal or bank transfer as an alternative. Please remember it can take some time for your bank or credit card company to process and post the refund too.


The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We do not cover the postal costs for returns or exchanges.


— Cancellation by us.

We reserve the right to cancel the contract between us if:

- We have insufficient stock to deliver the goods you have ordered.

- We do not deliver in your area.

- One or more of the goods you ordered was listed as the incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we cancel your contract we will notify you by email and will credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for consequential loss or disappointment suffered.

— Cancellation by you.

You have the right to cancel your order at any time before you receive the products you order, by contacting Customer Services on 07740 099488.

In the instance that these products have already been assigned or dispatched when you contact us, you may return them within 30 days or receipt of delivery to receive a full refund excluding delivery charges immediately on 07740 099488 or email enquiries@niki-jones.co.uk

Damaged Goods

In the unfortunate event where goods arrive damaged and/or faulty, please contact us immediately on 07740 099488 or email enquiries@niki-jones.co.uk