Frequently Asked Questions

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 Ghoz Bros Ltd, a UK registered company. You can learn more by visiting the 'About Us' page.

Q.Do you have a shop / showroom?

A.We are an online retailer. We do not have a physical shop/store that you can come to visit and view our complete selection. We do have a small samples showroom at our dispatch office which includes over 300 quality samples + colours. The samples showroom is located at Unit G5, Q West, 1100 Great West Road, Brentford, Greater London TW8 0GP. Please note that viewings are strictly by appointment. If you would like to visit the showroom, please call 08456436652 or send us a helpdesk message (via the form on the Contact Us page) to make an appointment.

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.

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.

Q.What are the Terms & Conditions for discount code SUMMER10?

A.This code gives a customer (new or repeat) a 10% discount on any non-sale item(s) on our website. It is valid on purchases made before midnight on Thursday, 31 August 2017 where this code is applied to the shopping cart during the purchase (see above for guidance). When making your purchase over the telephone, please quote this code when placing your order. Code SUMMER10 cannot be used on sale/clearance items and cannot be combined with any other promotion, offer or discount code.

Q.What are the Terms & Conditions for discount code AFGHAN15?

A.This code gives a customer (new or repeat) a 15% discount on genuine Afghan rugs and hall runners from 9 selected collections. Only the following 9 collection are included in this discount code offer: FINE AFGHAN RUGS, ZIEGLER ROYAL CIRCLE RUGS, 3. ZIEGLER ROYAL RUNNERS, 4. ZIEGLER ROYAL RUGS, 5. SUPER KAZAK RUGS, 6. SUPER KAZAK RUNNERS, 7. RETRO GABBEH RUNNERS, 8. RETRO GABBEH RUGS and 9. KHYBER VINTAGE RUGS. Code AFGHAN15 is valid on purchases made before midnight on Thursday, 31 August 2017 where this code is applied to the shopping cart during the purchase (see above for guidance). When making your purchase over the telephone, please quote this code when placing your order. Code AFGHAN15 cannot be used on sale/clearance items or items not in the selected 9 collections. Further, it cannot be combined with any other promotion, offer or discount code.

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.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.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 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 by thawte; a world leader in offering stringent security measures to 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.Unfortunately, for the vast majority of our products, we are unable to offer samples to customers. We present our rugs on this website as accurately as possible, and for peace of mind, with the exception of custom made orders, we offer our customers money back guarantee if a rug turns out to be unsuitable. A small selection of samples is available for viewing in our samples showroom (see above). We may also be able to secure samples for custom made orders.

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 Ireland and other offshore UK destinations?

A.Yes. Please refer to our Delivery page for more details

Q.Do you deliver outside the UK & Ireland?

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 G5 Q West, 1100 Great West Road, Brentford, Greater London TW8 0GP. 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.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.