Actual ordering process and speed of delivery was first class. However, I placed my order on the assumption that the size of the rug quoted was what I would receive. Unfortunately this was not the case. The rug was actually 5cm shorter in both width and length which made it unsuitable for my requirements. When I queried this I was told that a 5% tolerance policy exists (which is hidden away in the terms and conditions somewhere) and I could return the rug but at my own expense. Personally I think this is poor customer service as I didn’t actually receive what I thought I was ordering but my only option under the circumstances was to pay £14 for a courier to return the item. Once Modern Rugs received my return, I was refunded within 48 hours. In my opinion, Modern Rugs are a decent enough company but they really should stop misleading their customers by quoting inaccurate measurements. I wonder if their returns policy is a bit of a ploy to deter customers from returning unsuitable products. I’d be more than happy to pay for return postage if I’d simply changed my mind or decided that I didn’t like the product but it’s an insult to expect a customer to pay for a return when they haven’t received the goods as described on the website. I wouldn’t order from Modern Rugs again based on this experience; which is a shame really as they could be really good if only they got the sizes right.