Contact Information
We can help with choosing a rug, understanding a product description, checking an order or arranging a return. Tribal Merchant is the trading identity of TRIBAL MERCHANTS LTD, the company operating tribalmerchant.shop.
Contact our team
Email support@tribalmerchant.shop for product and order enquiries. Email is our preferred contact method and is useful when you need to include an order reference or photographs. You can also call +44 7787 734669 or use the contact form on this page.
Customer-service hours: Monday to Friday, 9:00 AM–5:00 PM GMT.
Messages sent outside these hours can still be submitted and will be reviewed during our support hours. If you are exercising a cancellation right or reporting a delivery problem, send a clear message promptly so there is a record of when you contacted us.
Product advice before you order
Send us the product name or listing link and explain what you would like to know. Useful questions can include dimensions, materials, construction, condition or a particular detail visible in the photographs. Please check the individual listing rather than assuming that every rug has the same materials or age.
If you are choosing a rug for a particular space, measure the space and compare those measurements with the listed dimensions. If you need a product by an essential date, contact us before purchase so we can discuss whether the timing can be agreed.
Help with an existing order
Include your order number, the name or email address used at checkout, and the question you need us to resolve. For an address correction or cancellation before dispatch, clearly state the requested change. We will check the order's current status and explain what can be done.
For a missing parcel, include any tracking information you have. For damage or a product that appears incorrect, describe the issue and attach photographs if practical. Do not send complete payment-card details, passwords or banking credentials.
Delivery, returns and refunds
Direct website orders have free UK standard shipping with an estimated total delivery time of 6–8 business days, including handling and transit. If the estimate has passed, contact us so we can investigate.
We accept returns of defective and non-defective items in new or slightly used condition within 60 days from delivery. Returns are by post, with a free downloadable and printable label and no restocking fee. Exchanges are accepted subject to availability. Eligible return refunds are completed within 7 calendar days after we receive the goods, subject to any earlier legal deadline.
Read the full Shipping Policy, Return and Refund Policy and Frequently Asked Questions for the details.
Our business details
- Legal operator: TRIBAL MERCHANTS LTD, trading as tribalmerchant.
- Company number: 14031573.
- Registered office: 56 Kingsley Road, Hounslow, TW3 1QA, United Kingdom.
- Website: tribalmerchant.shop.
- Customer service: support@tribalmerchant.shop.
- Telephone: +44 7787 734669.
- Online enquiries: Contact Information.
The address above is our registered office. A product return should go to the address on the return label supplied for your order. Contacting us first helps us provide that label; it does not make the exercise of a statutory cancellation right dependent on our permission.
Etsy, Instagram and customer feedback
You can find our marketplace shop and its customer reviews on Etsy, and follow @tribalmerchant on Instagram. If you bought through Etsy, use the Etsy order's messaging service where practical so your request is connected to the correct purchase.
How we use your enquiry
We use the information you submit to understand and respond to the request, identify an order where necessary, and keep relevant support records. Sending an enquiry does not automatically subscribe you to marketing. See our Privacy Policy for information about the processing and your rights.