Shipping & Returns
WE ARE HAPPY TO ANNOUNCE WE OFFER DISCOUNTED INTERNATIONAL SHIPPING AND FREE DOMESTIC SHIPPING ON ORDERS OVER $250!
At Ugly Rugly, we're switching to a made-to-order model. This means that every item we create is made just for you. Shop from Ugly Rugly’s new and favorite styles made to order for you. We believe that good things come to those who wait, and we want to be transparent about our lead times!
We have a two prong approach to producing our products. We make many items in our store UR Fancy Shop. This includes all of our rope products and certain made to order items! Products made in our NYC studio can take up to 2 weeks to ship out, but usually ship out a bit sooner.
For our tufted and woven rugs, we have switched to a made-to-order approach. Please expect a lead times of 2-3 months. Your patience will be rewarded with a rug that's worth the wait! Once you place your order, our team will reach out to confirm the details and provide you with an estimated lead time. We believe in keeping you informed every step of the way, ensuring your experience with Ugly Rugly is as smooth as possible.
We’re a small team, so we appreciate your patience while we make your product. If you need something quickly, just send over an email at firstname.lastname@example.org and we’ll see what we can do.
We are happy to offer USPS and UPS shipping options. Please allow 2-3 business days for your tracking number to update in the shipper’s system. Shipping rates are calculated in the checkout and are dependent on the weight of your package and your location. We try to price shipping as fairly as possible and reflect the actual cost of getting your purchase to you!
Ugly Rugly is not responsible for any delayed, lost, stolen, or damaged packages. Shipping addresses not entered correctly will be returned to us and we’d like to avoid that if possible! We recognize that these issues are a big inconvenience for both of us and we would love to work out a reasonable compromise. If you’re having issues receiving your package, please contact us and we will help to find the package or take other steps on a case by case basis. Please explicitly note in the shipping address field if your shipping address is a USPS PO Box.
We offer international shipping worldwide! Products made in our NYC studio can take up to 2 weeks to ship out and all tufted and woven rugs take 2-3 months to ship. We are happy to offer USPS and UPS shipping options. Please allow 2-3 business days for your tracking number to update in the shipper’s system. Shipping times are quoted at checkout. All shipping rates are based on the shipping location plus the size and weight of your package. The shipping cost is separate from any duties and import taxes. International shipments may be subject to additional customs, duties and fees, all of which are the full responsibility of the recipient. These fees may vary from country to country and shipping delays may occur due to customs. If you have an urgent request or any questions about cost, feel free to contact us at email@example.com and we will do our best to accommodate your needs.
The pick-up option on our site is for local pick-ups only. We are located at UR Fancy Shop in Bushwick, Brooklyn at 219 Irving Ave. Only a few streets over from the Dekalb L and Knickerbocker M stops. We will notify you via email when your item is ready and give you further pick-up instructions. Please pick up your order in a timely manner. If you do not have the time to pick up an order within a week, please consider using our shipping option.
We are a very small company and thus are not able to accept any returns for refunds. All sales are final.
Most of our pieces are made to order, so please be sure to read the descriptions carefully on your order to ensure a great fit! If you have any questions regarding a piece, please reach out to us! We’re happy to answer any questions you may have before purchasing.
The pieces will vary somewhat in size, shape, and construction. We do our best to honestly represent items in our photos.
If you would like to exchange a piece you ordered for another piece, we only accept returns for unused pieces in their original packaging. Please contact us with 5 days of the item's delivery, returns after 5 days will not be considered. Refunds are determined on a case-by-case basis and are typically only granted if there is a clear mistake on our end. The customer is responsible for cost of return shipping and we will charge a 15% restocking fee.