Frequently Asked Questions
Q.Who are you and why should I buy from you?
A.The Rugs Warehouse has been in the rug industry for a number of years, maintaining an outstanding reputation among customers and clients. We offer the best prices right here on our website for rugs and runners for your home or office. If you are unsure about your specific needs, please read our list of frequently asked questions to see if they'll answer questions you might have. You may also contact us through email or telephone for a quick answer in regards to all your rug questions.
Q.Is the rug I want to order in stock?
A.All out of stock rugs are marked as so on the products' pages. If the rug you would like to order is marked as out of stock, please email using the contact form on the 'Contact us' page for an estimated date of arrival.
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.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.Can I return a rug? And would I get a refund?
A.Yes, 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.How can I pay?
A.We offer several ways of accepting payment including debit/credit card, cheque, and PayPal. Please refer to our Payment Options page for more details.
Q.Can I pay by phone?
A.Yes, if you prefer to make your payment over the phone, please call us on 0845 643 6652. Please note that we do not operate a queue system. If we are unable to take your call for any reason, please leave us a message with your name and telephone number and we will endeavor to call you back within the hour.
Q.Is my payment secure?
A.Whether paying by card or PayPal express, all our payment information are processed using PayPal, the chosen payment service provider used by eBay with millions of customers as members. Some of the other famous names using PayPal express as an additional accepted method of payment are Boots, BHS, Tommy Hilfiger, and DHL among others. Your payment information is also entered into a secure environment; this website is secured by thawte; a world leader in offering stringent security measures to websites.
Q.What is your Privacy and security policy?
A.We take the privacy and the security of your information very seriously. All your payment information are encrypted the moment you enter them on our website and are 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. 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 email using the contact form on the 'Contact us' page with your request and we will process it the same day and confirm via email.
Q.Do you have a shop / showroom?
A.Not at the present time.
Q.Are the colours on your website accurate?
A.All the rugs' colours as described on this website are evaluated / tested against the colour standard Pantone® chart, which is a world-renowned authority on colour. Always refer to the colour description on the product page and if you have any further questions, please email us using the contact form on the 'Contact us' page and we will be more than happy to answer your questions.
Q.Can you send me additional pictures?
A.Yes, we have additional pictures for some of our rugs. If you would like to see additional pictures of any rug, please email us using the contact form on the 'Contact us' page. Please be aware that all additional pictures we may provide are the property of therugswarehouse.co.uk and are for the customers' viewing only. Any further use of those pictures is prohibited without prior written consent from us. All pictures 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.Unfortunately we are unable to offer samples to customers. We present our rugs on this website as accurately as possible, and for peace of mind we offer our customers money back guarantee if a rug turns out to be unsuitable.
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 ordering a custom made rug, please email us using the contact form on the 'Contact us' page with your requirements. Please bear in mind that custom made rugs take from 8 to 16 weeks to deliver and are non-returnable and non-refundable once paid for.
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 Ireland and other offshore UK destinations?
A.Yes we do; please refer to our Delivery page for more details.
Q.Do you deliver outside the UK & Ireland?
A.Yes we do, please refer to our Delivery page for more details.
Q.How do I check the progress of my order?
A.Once you place an order with us and would like to check the progress of your delivery, log into your account using the password created while placing your order. Click on 'View my order history' and 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 on the courier's website.
Q.Could I pick up my order from you?
A.Yes, you may pick up your order from our studio at Unit G5 Q West, 1100 Great West Road, Brentford, Greater London TW8 0GP. Pickups are strictly by appointment.
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 rug descriptions that I do not understand?
A.Please refer to our Rug Glossary page for a full explanation of unfamiliar terms.
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.