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FAQs & Returns

Delivery

Once your order has been placed an email is sent to both you and our sales team. We will then have your product collected from stock and ready for delivery to your chosen address as soon as possible.

Our stock comes from various locations. We have stock feeds from our major suppliers and stock we physically hold ourselves.

Our delivery timescales can vary depending on the product ordered, the time of year and your location. We aim to have your order delivered within 4-7 business days depending on the size and weight. Around half of our orders are delivered in 4 days.

For larger items and from October - January this can take the full seven days as it requires more time to flow through the courier network.  We recognise customers don't want to wait and speed of delivery is very important to us.

If you would like an accurate delivery timescale please call 01786 447 400 and we will provide a more accurate date.

Your order has three main stages:

1Awaiting Fulfilment - this means we have your order and are processing through our systems ready for courier collection

2. Awaiting Shipment - this means we have processed the order and the courier has been booked

3Shipped - this means we have sent the product with our carrier and you should receive within one to two days from this point depending on your location. When we get tracking information this gets added to the shipped order and you will be emailed a link containing the details. On some occasions this tracking number is only available to us on the day of delivery.

For custom size rugs based on your requirement we need longer to order and deliver. These are classed as special-order items from the suppliers. These rugs can take up to 12 weeks to deliver as they are made to order in India, China and Europe. We will inform you of this once your order is placed with the manufacturer. 

Returns Policy 

If, for any reason, you are not completely satisfied with your purchase we have a no quibble 30 day returns policy.

The following terms are applicable for any products that you purchased with Us.

Your Order Cancellation Rights

You are entitled to cancel your Order within 30 days without giving any reason for doing so. The deadline for cancelling an order is 30 days from the date on which you received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement in writing via email to sales@ornatus.co.uk or by completing the New Return Request on our website.

We will reimburse you from the day on which we receive the returned Goods. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.

Conditions for Returns

In order for the Goods to be eligible for a return, please make sure that:

  • The Goods were purchased in the last 30 days
  • The Goods are in the original packaging
  • The Goods are securely packaged ready for courier transit

The following Goods cannot be returned:

  • The supply of Goods made to your specifications or clearly personalised through custom sizing

Returning Goods

You are responsible for the cost of returning the Goods to Us. You should send the Goods at the following address:

Ornatus Interiors
Unit 7
IMEX Business Centre
Craigleith Road
Stirling
FK7 7WU

Please call or email us if you need any help with returns – 01786 447 400 / sales@ornatus.co.uk

Image Colour Variation

Our product images are provided by the manufacturers for our exclusive online use. These images are professionally created and edited using specific software. Depending on the device you are using there may be colour variation on the monitor or device. Please understand some of the colour variation is out of our control. If you are unsure contact us and we will send more detailed images if we can. 

Secure Shopping

We secure our website by using the most secure payment technology available. At no point are your credit/debit card details stored by us. When you place an order and choose your payment method you will be redirected to either Square or Paypal. These are both very secure PCI compliant companies. Once your payment is successful we receive a message from Square Payments or Paypal to continue with the order.

Privacy Policy

At Ornatus we take online security very seriously. We only use the most secure payment technology on the web - Paypal and Sagepay. 

If you create an account with us we will store you address, telephone and email info only. We "NEVER" store any debit/credit card or data protected info. In fact when you process an order with Paypal or Square PoS we don't even see the card details being entered.  

Collection of Information

We collect personally identifiable information, like names, postal addresses, email addresses, etc., when voluntarily submitted by our visitors. The information you provide is used to fulfil you specific request. This information is only used to fulfil your specific request, unless you give us permission to use it in another manner, for example to add you to one of our mailing lists.

Cookie/Tracking Technology

Ornatus may use cookie and tracking technology depending on the features offered. Cookie and tracking technology are useful for gathering information such as browser type and operating system, tracking the number of visitors to the Site, and understanding how visitors use the Site. Cookies can also help customise the Site for visitors. Personal information cannot be collected via cookies and other tracking technology; however, if you previously provided personally identifiable information, cookies may be tied to such information. Aggregate cookie and tracking information may be shared with third parties.

Commitment to Data Security

Your personally identifiable information is kept secure. Only authorised employees (who have agreed to keep information secure and confidential) have access to this information. All emails and newsletters from this site allow you to opt out of further mailings.

Privacy Contact Information

If you have any questions, concerns, or comments about our privacy policy you may contact us using the information below:
By e-mail: sales@ornatus.co.uk
By Phone: 01786 447400