Q.Who are you?
A.We are The Rugs Warehouse, an online retailer of rugs and hall runners. We have been in the rug industry for many years and have an outstanding reputation among customers, trade clients and suppliers. With a large selection of modern and traditional rugs, including numerous exclusive ranges and custom made rugs options, we offer quality rugs at fair prices. The Rugs Warehouse is owned and operated by The Rugs Warehouse Ltd, a UK registered company. You can learn more by visiting the 'About Us' page.
Q.Do you have a showroom?
A. Yes. We have a showroom in Chiswick, West London (see Contact Us page for location and opening hours). At our London showroom you can view approximately 500 rugs and over 1000 samples, including many colour and size customisable options. Our displays change frequently and, due to space constraints, unfortunately we are not able to display all of 6000+ rugs we sell online. Should you wish to view a specific rug, do get in touch before your visit to check if there is a display piece or sample for it currently in our showroom.
Q.Is the rug I want to order in stock?
A.We regularly update our stock lists and our product pages to include information on what is in and what is out of stock. Please look at your selected rug’s product page to see whether it is in stock and the estimated delivery window for that product. If the rug/rug size you would like to order is marked as out of stock, please send us a helpdesk message (via the helpdesk message form on the Contact Us page) for an estimated date of when the item will be next available. To make sure we check the correct rug, please refer to the rug’s full name, colour and size in your message.
Q.Do you do promotions, competition and/or discount codes?
A.Yes. We do regularly advertise various promotions, discount codes, competitions and giveaways on our Facebook (https://www.facebook.com/TheRugsWarehouse/) and twitter (@rugswarehouse) pages. Follow us on Twitter and/or “like” our page on Facebook to see our news on your Facebook or Twitter feed. Please note that we never advertise discount codes or promotions on voucher sites. Such advertisements are not authorised by us and often use fake or long expired discount codes.
Q.I have a discount code. How do I use it?
A.Select the item(s) you wish to purchase and add it/them to your shopping cart. Go to your shopping cart. Type in the code you are using into the "Discount Codes" box. Press "apply coupon" button to apply your discount code to the item(s) in your shopping cart. Checkout using your preferred payment method. For over the telephone orders, please quote your discount code when making your purchase. Only one discount code can be used per order. Discount codes are not valid on custom, sale or clearance items. A discount code applied to a sale item will not give further discount.
Q.How does delivery work? And how much does it cost?
A.Please refer to our Delivery page for a detailed description of our delivery process and charges.
Q. Do you ship to the Channel Islands? Will your system charge me VAT?
A. Yes, we do ship to both Jersey and Guernsey. To make sure the system does not charge you VAT, please select "Jersey" or "Guernsey" in the "Country" field during checkout and the system will remove VAT from your order and calculate the shipping cost for the item(s) in your cart.
Q.What will the delivery charge be if I purchased more than one rug?
A.There are no additional charges for purchasing more than one rug. Please refer to our Delivery page for more information.
Q.My delivery address is outside the UK, will I have to pay taxes or import charges on the rug in my destination country?
A.Yes, you will most likely be charged for importing the item by your local customs authorities. For orders where the delivery address is outside the UK, our website will remove the UK VAT from the purchase price during checkout. You will, however, be responsible for paying any and all import duties, charges, fees, taxes etc. at your delivery destination. The amount will depend on the item ordered (commodity code and country of origin) and the local customs legislation. Should you require a rug's commodity code to help you check your destination country tax position, our helpdesk team will be happy to assist.
Q.Could I return a rug? And would I get a refund?
A.Yes, unless your rug was a custom made order, you may return any rug you purchased from us within 14 days of delivery for a full refund. Please refer to our Returns & Refunds page for more information.
Q. Can I buy several similar sized rugs to try and then return them all or all but one?
A. We discourage such “try & return” orders as, unfortunately, when customers buy numerous items with the intention to "try & return", this hurts small businesses like ourselves by undermining our ability to offer free UK Mainland delivery and subsidised return collection service. To discourage this practice (which unfortunately is on the increase), our easy returns policy specifically excludes such orders. Customers who decide to place “try & return” orders will need to make their own return arrangements when more than 2 items are returned (please see returns page exclusion section for details). If you are having difficulty choosing between rugs, contact us or visit our showroom to discuss your requirements and/or see if samples or display pieces are available.
Q.How can I pay?
A.We offer several ways of accepting payment including debit/credit card, cheque, and PayPal.
Q.Can I pay by phone?
A.Yes, if you prefer to make your payment over the telephone, please call our customer service team on 0845 643 6652. They are available Monday to Friday (10am – 4pm). Please note that we do not operate a queue system.
Q.Is my payment secure?
A.Whether paying by card or PayPal express, all our payment information is processed using PayPal, the chosen payment service provider used by eBay with millions of customers as members. Your payment information is also entered into a secure environment; this website is secured via 2048-bit secure server technology, which is a world leading method in stringent security measures for websites.
Q.What is your Privacy & Security policy?
A.We take the privacy and the security of your information very seriously. All your payment information is encrypted the moment you enter it on our website and is seen only by the payment service provider, which in this case is PayPal. We do not get access to your full payment information. All your other details, including name and address are stored in our secure servers and are only used by us for our record keeping and accounting purposes. No third parties will ever see this information. We only pass your name and address to the courier for delivery purposes. If you would like to remove your information from our servers after your rug is delivered, please message us using the helpdesk form on the Contact Us page with your request.
Q.Are the colours on your website accurate?
A.All rug images used on our website are professionally made to reflect each product’s true colour(s) and texture(s). Further, we make every effort to accurately describe each product’s colour(s) in the “colour” section of our product pages. That said, despite our best efforts, different colour display settings on computer monitors/screens can have a distorting effect on the appearance of colours. Please bear this in mind when making your selection/purchase. If you do not like the rug(s) that you have received, unless your purchase was custom made (see below), you can always send the rug(s) back to us for a full refund.
Q.Can you send me additional pictures?
A.We have higher quality images for most of our rugs. If you would like to see higher quality images, please message us using the helpdesk contact form on the Contact Us page. Please be aware that any pictures/images we may provide are the property of therugswarehouse.co.uk and are for the customers' viewing only. Any further use of those pictures/images is prohibited without our prior written consent. All pictures/images are watermarked as the property of therugswarehouse.co.uk.
Q.What's the quality like?
A.We understand that the quality of a rug is difficult to ascertain from a picture on a website, but we would like to assure customers that we only offer rugs of excellent quality in their respective categories. We refuse to sell low quality rugs despite their wide availability and low cost.
Q.Do you do samples of your rugs?
A.We do have over 1000 various samples which can be borrowed. The samples' borrowing service is available for our UK Mainland customers. If you would like to check whether the rug you are interested in has a sample available and/or borrow selected samples, please call us 08456436652 or send us a helpdesk message (via the form on the Contact Us page) with the details of the rug(s) that are of interest.
Q. Do you sell rugs for commercial premises/projects?
A. Yes. Please contact our Customer Service Team to discuss commercial grade rugs' options and availability.
Q.Can I change the colouring and/or size of a certain rug?
A.Many of our rugs can be made to order in a different size and/or different colours. If you would like to enquire about the possibility of ordering a custom made rug, please message us using the helpdesk contact form on the Contact Us page with your requirements. Please bear in mind that custom made rugs take from 4 to 16 weeks to deliver and are non-returnable and non-refundable once paid for. Please see our Terms & Conditions page for terms applicable to custom made rugs.
Q.Do you have a catalogue available?
A.No, we operate exclusively online, which gives us the advantage of keeping our customers up to date with the available ranges, and it also helps keep our costs down. Brochures present a significant extra cost and go out of date every few months.
Q.Do you deliver to Northern Ireland and remote/offshore UK destinations?
A.Yes. Please refer to our Delivery page for more details
Q.Do you deliver outside the UK?
A.Yes. Please refer to our Delivery page for more details.
Q.How do I check the progress of my order?
A.If you have created an account with us prior to placing your order, then you can check the progress of your order online. Please log into your account and click on 'View my order history' to check the status of the order. Once your order is collected by the courier from our warehouse, you will receive a dispatch confirmation email from us containing tracking information, which you can use to track the order by telephone/on the courier's website. If you have not created an account with us (or created one after placing your order), please contact us via our helpdesk message page (see Contact Us page for details) and we will check and respond with an update.
Q.Could I pick up my order from you?
A.Yes, you may be able to pick up your order from our dispatch office at Unit PC.G13, The Light Box, 111 Power Road, Chiswick, London W4 5PY. Pickups are strictly by appointment. If you would like to arrange a pick up appointment, please contact us via our helpdesk message page (see Contact Us page for details).
Q.How are your rugs packaged?
A.All our rugs are packaged with a water proof translucent wrapping.
Q.Are your rugs easy to clean?
A.Please refer to our Rug Care page for more details.
Q.Do I need an anti-slip underlay for my new rug?
A.Some rugs may need an anti-slip underlay to prevent creeping out of place; this depends mainly on the type of flooring you have.
Q.You use some terms in your rugs’ descriptions that I do not understand?
A.Please refer to our Rug Glossary page for a full explanation of unfamiliar terms. Should you require any further information or clarification, please get in touch (please see our Contact Us page for details).
Q.Do you sell doormats?
A.Yes. We sell a limited selection of Dr Doormat antimicrobial treated doormats in our London showroom (you can visit or call the showroom to place your Dr Doormat order) and online via www.notonthehighstreet.com and Etsy www.etsy.com.
Q.Do you sell anti-slip underlay or rug grips?
A.No. Unfortunately, we do not currently sell underlay or rug grip products.
Q.Is child labour used in the production of your rugs?
A.No. We only work with reputable manufacturers that do not use any child labour.
