Premium Handmade Rugs - The Neutral Collection

You can contact us below or check out our Frequently Asked Questions

Email: Contact Us
Phone: +353 47 72244

You can also ask in store at any of our locations.

General
We have a 30-day return policy, which means you have 30 days after receiving your item to make your return. To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us atsales@upstairsdownstairs.ie. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Custom Goods
We reserve the right to accept returns on any made-to-order goods. i.e. items where the customer has selected specific fabric colours, wood finishes or sizes. These items have been made specifically to the customers requirements and are deemed non returnable.

Any accepted returns must be processed by our chosen carrier at the rate they charge, which can vary based on your location/distance from our warehouse. The uplift charge will be deducted from any possible refund due to you.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards. In addition, we cannot give refunds or allow cancellations on items that have been held in storage for you for more than 30 days.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method minus any uplift charges deducted. Please remember it can take some time for your bank or credit card company to process and post the refund too. If for any other reason you want to return goods (for example, item isn't a suitable size or colour) then a re-stocking charge will apply. This will vary depending on each particular item/order and a member of our sales team will advise on a case by case basis.

Questions?
You can always contact us for any return question at sales@upstairsdownstairs.ie.

General
At Upstairs Downstairs we make every effort to satisfy our customers with a speedy delivery service. We deliver nationwide, during regular business hours; Monday to Friday. Delivery charges vary depending on your location. For further information, please call one of our stores or contact via email: sales@upstairsdownstairs.ie.

In Stock Furniture Goods
If goods are in stock we aim to dispatch your order within one to three weeks from receipt of an order. However depending on delivery volumes, this may be quicker. Once you place an order you will be contacted by a member of our sales team to receive an estimated delivery date.

Furniture Goods Out of Stock
If you order an item that is not in stock, a member of our sales staff will contact you giving details on expected delivery times. At this point, you have the option to either cancel your order or wait for delivery. As soon as your goods arrive at our warehouse, we'll get in touch with you to agree a delivery date with you.

Small Items
Smaller items such as mirrors and accessories are usually sent by courier typically within 3-4 working days, depending on delivery volumes.

Collection
In-store pickup is available Monday-Friday from our Monaghan branch and warehouse. Should you wish to collect your items in either of our Northern Ireland branches, please do not hesitate to email or phone us and we will do our best to accommodate this request. You will be contacted by a member of our sales team when your order is ready for collection.

See additional delivery information here.