Information

Here you will find all the information you need about our company
and it's policies and terms and conditions of trade.

Click the link to go to the relevant section:

About Us - Company & contact information
Shopping with RugsUK - How to use our web site and making a purchase
Delivery & Shipping Info - Delivery & shipping information
Money Back Guarantee - Details of our money back guarantee
Cancellations - Canceling Orders
Returns - Details of our returns policy
Faulty Goods & Complaints - About faulty goods and our complaints procedure
Credit Card Security - Information on credit card security
Privacy Policy - Our privacy policy explained
FAQ - Frequently asked questions
Terms & Conditions - Our terms and conditions
Affiliates - Become an Affiliate

Christmas and New Year Holidays

December 16th - December 23rd - Limited telephone service during the busy Christmas period.

December 24th - 3rd January - Email service only.

January 4th onwards - Normal service

We would like to wish all our customers a Merry Christmas and a Happy New Year

About Us

Welcome to RugsUK.com, part of Rugs (UK) Limited, registered in England and Wales.

Our registered office and main trading address is at:Rugs (UK) Limited
93, Highgate
Kendal
Cumbria
LA9 4EN

Our company registration number is: 5462612
We are VAT registered, number GB534 4836 36.

Please contact us at the above address and on:

Telephone: 01539 738412
Fax:           01539 724419
email:         info@rugsuk.com

While RugsUK is a registered company, we are also a family run business with over 30 years experience in the trade and we still operate a traditional rug shop in the Lake District as well as our online business.

Please be aware though, that while all RugsUK customers are more than welcome at our retail premises, the 2 businesses are separate and have different prices and trading policies and are bound by different laws and regulations. The Terms and Conditions found on this web site relate only to purchases made online and not to any purchases made at our retail premises.

That being said we are always delighted to see RugsUK customers in our retail showrooms where you will find one of the largest choices in the North West of England. We have regular clients returning from all over the country delighted with our choice and value. There is also a constantly changing selection of clearance stock bargains.

Please just remember that not everything online is in our showrooms and visa versa so please contact us if you are thinking of making a special journey to view a specific product..

Lastly, our freephone number is there because we want your call. Rugs are more than just a business to us and we are more than happy to discuss your requirements.
Call us now on FREEPHONE 0808 108 9657*

*Order Tracking

If you are after an update on an existing order please send an email to deliveries@rugsuk.com as the telephone lines are rather busy this time of year.

Your email will be dealt with as quickly as possible but please allow 24 hours.

Shopping with RugsUK

We have one of the biggest collections of rugs online in the UK offering you tremendous choice and incredible value. The rugs you see on our site are supplied by companies we have been dealing with for many years. They are well established companies making quality products that we - and you - can trust.

We are an ethical retailer. We and our suppliers support all initiatives opposed to child labour across the world and many of our rugs carry the Rugmark, Kaleen or Care & Fair labels although unfortunately labels don't always get onto every rug that is produced under the guidelines of these organisations.

More information on these labels and organisations can be found at Rug Labels. In addition to the huge range of sizes generally available, many of the rugs can be custom made to any size you require. The main criteria here is that the rug range is made in India and is hand tufted or hand knotted in Wool. Ring or email for more information. These collections are just a small selection of the rugs we are able to supply. If you cannot see what you are looking for on our site, but have something particular in mind, please contact us by email with your enquiry.

Please bookmark our site and keep coming back on a regular basis as it changes constantly. New clearance items appear on an ongoing basis.

Ordering the rug/s of your choice

First have a good browse through our extensive choice of rugs. Clicking on a rug image brings up a new window with a larger image of the rug. Select a size from the drop down menu and click the add button to put the rug into your shopping trolley. After you have finished browsing go to the checkout to finalise your order.

Once you confirm that the right rug is in your shopping trolley and you want to proceed with the order, the easiest way forward is to make the purchase online. Its safe, fast and you can do it whenever you like. We accept most major credit/debit cards and even your personal information such as name, address etc. is taken over our secure servers so you have total peace of mind. An order acknowledgment is then sent to your email address by return, which you can print out or just save in a safe place. If you do not enter an active email address we will send you a hard copy of your order acknowledgment in the post. We do reserve the right to refuse any order if - in the unlikely event - the wrong price has been posted on our web site.

For those of you who either don’t entirely trust the Internet security or are just happier dealing with a real person, you can fax, email or telephone your order through if you prefer.

Please feel free to ring us if you prefer as we like the personal touch and more information can be transmitted in a simple 10 minute two way telephone conversation than can be achieved in weeks of faxes and emails. This helps us ensure that you get the right rug for your requirements.

To mail or Fax your order through, just print out the contents of your checkout and either mail or fax it through to us along with your credit card details.

Help

If you experience any problems using our site of any kind or you have any questions to do with our products just ring us on FREEPHONE 0808 108 9657

Delivery & Shipping Information

All standard UK mainland deliveries are free of charge. See also Premium Services below.

Deliveries to Eire, Northern Ireland and all Offshore Islands are normally £35 including the Isle of Wight and Isle of Man (+ £15 for each additional item). Smaller items may be able to be sent at a lower rate.

All European and Worldwide deliveries are priced up individually - please contact us for a price.

Delivery times normally vary from between 5 -10 working days and as soon as your order is ready for dispatch we will ring or email you to arrange a firm delivery date. Most rugs are dispatched on a Next Day service with our regular courier, but some of the smaller rugs may go by the post office or Parcelforce and take a little longer. Should a delay occur we will contact you with further information.

Offshore deliveries and deliveries to parts of Scotland may take an extra day or so depending on how remote your location as may some deliveries to Eire and Northern Ireland.

Please note we will deliver to an alternative delivery address if specified, however this may slightly delay your order whilst we undertake additional security measures for the prevention of fraud. If this inconveniences any customers in any way we do apologise; we must however stress that this is deemed necessary in order to protect the privacy and security of our customers and ourselves.

We reserve the right to refuse any order we suspect to be fraudulent or suspicious in any way.

Premium Services - UK Mainland Only

We often get asked what time the goods will be delivered. Rugs sent out via our regular courier are on a Next Day service but our courier cannot give us times for deliveries. When rugs leave us they go to a central depot then are forwarded on to smaller local depots all around the country. The only way to get a timed delivery is to pay for one of our courier's premium services.

These are:

Mon-Fri before 10.00 a.m.£12.00*
Mon-Fri before 1.00 p.m.  £ 8.00*
Saturday before 1.00 p.m. £18.00*

*If multiple items are ordered £3 is charged for the second item and £2 for any additional item after that.

These can be selected from the checkout on ordering or can be upgraded to over the phone at a later date if required.

Important note to Scottish Highland customers. Please note that next day delivery and Saturday delivery options are not available to the postcodes detailed below.

IV21, IV22, IV23, IV24, IV26, IV27, IV28, IV40, KW5, KW11, KW12, KW13, FK19, FK20, FK21,PA30, PA40, PH30, PH31, PH32, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41 and PH50.

If you live in a region that has one of these post codes we can get your order to you in 2-5 working days.

Money Back Guarantee

Once you have received your goods, you have 14 days in which you can return them should they be unsatisfactory for which you would receive a full refund of the purchase price. To be able to return the goods you must notify us within 7 working days of receipt of the goods of your intention of returning the goods and the reason for doing so.

It is your responsibility to pay for the cost of returning the goods. When we have received and inspected them and we are happy they have been returned in the same condition that they were dispatched, we will refund the total goods value. See Returns.

*Please remember that while every effort is made into accurately reproducing the colours of each rug, we do not accept any responsibility should there be a misrepresentation of colour and our rugs cannot be construed as faulty should the colour vary from the colour displayed by your computer screen. You may still return the rug but it will be at your own cost.

Cancellations

You can cancel an order at any time prior to it being dispatched for a full refund. Once the goods have been dispatched you can still cancel the order but will be responsible for all carriage costs incurred by RugsUK.

Custom made rugs and runners made to your own sizes and specifications are not returnable but samples of quality and colour are always provided to ensure you will be happy with the end product.

Returns

Returns
All goods must be returned in their original packaging if possible and always well packed and protected, in undamaged and original condition. You can arrange this yourself and we advise you to get a receipt and proof of postage and ensure the goods are adequately insured.

Alternatively you can book a collection by our couriers for £18 for rugs up to 150x240. Larger rugs will be priced up individually but are generally from £25 upwards. Failed collections - where our courier has called as arranged but is unable to collect for no fault of their own - will be charged for at the same rate as an additional charge.

The cost of the collection plus any failed collection charges will be debited from any refund due to you or will be debited from your card

Faulty Goods and Complaints

Please check all goods carefully as soon as you receive them. If the goods are faulty, please let us know immediately and no later than 7 working days from date of receipt so we ensure to get them returned and inspected no later than 14 days of receipt.

Upon inspection, should your goods be confirmed to be faulty, we will offer you a replacement a mutually agreeable re-selection or a full refund, inc. cost of collection, whichever you prefer.

Please note that variation of colour is not accepted by us to constitute faulty goods - see terms & conditions - therefore we do not accept responsibility for the cost of returning rugs whose colour has been misrepresented.

If you have any other complaints regarding our company or web site please email them to mail@rugsuk.com and we will reply with 5 working days and do our best to solve the complaint as quickly as possible.

Credit Card Security

Once you proceed with an online order with us you are switched to RomanCart's secure servers. This is done a stage earlier than with most other online shopping carts which seem to act like it is only your credit card details that are important enough to be protected. We feel your identity is private too, so when you fill in the online order forms you are already connected to secure servers so not only are your valuable credit card details save from prying eyes but so is all your personal information like who you are, where you live or what you are buying. This is the kind of privacy you deserve.

RomanCart use 1024 bit encryption or better. For more information double click the padlock icon when you reach the name & address page of our shopping cart.

Privacy Policy

All personal information we collect on you over secure servers is used for accounts purposes only to enable us to process your order quickly and efficiently. We will not give out any of your information to any third party.

All information is collected in accordance with the Data Protection Act 1998.

Please note that cookies are used to keep track of purchases on this web site. Please ensure that you adjust any browser security settings and/or security programs to enable the use of cookies when buying goods on our site. If you are unsure of your settings carry on as normal and if you encounter any problems using our site contact our customer service.

For further information about our privacy policy please email info@RugsUK.com

FAQ

Q1. I can't order online, what should I do?
Q2. Are the sizes in inches or centimeters?
Q3. The sizes are metric but I want them in feet and inches?
Q4. Is vat included?
Q5. How much is delivery?
Q6. Are there any extra charges?
Q7. Do you supply samples?
Q8. How accurate are the colours?
Q9. What is the best way to find the rug I want?
Q10. Can I return the goods if I am not pleased with them?
Q11. Do you supply outside the UK?
Q12. I have ordered online but have not received a confirmation of my order?
Q13. How long will delivery be?
Q13b. Can I specify a different delivery address to the billing address that is registered with my card?
Q14. Can I track the order?
Q15. Can you tell me what time the goods will be delivered?.
Q16. Why do I keep getting your answer machine?
Q17. What times can I speak to someone?
Q18. What is the best way to contact you?
Q19. Do you have showrooms & where are they?
Q20. Do you have showrooms in London?



Q1: I can't order online, what should I do?
A: If you are having problems with our shopping cart you can ring us on our freephone telephone number and we will enter the order into our system for you.

If you prefer you can send us an email and ask us to ring you.

If you have a few spare minutes it is worth checking if this has been caused by problems with JavaScript, Java or cookies as you may get problems with others sites in the future causing you more inconvenience.

Q2: Are the sizes in inches or centimeters?
A: All sizes (except lin. Length in our Runners section) are in centimeters.

Q3: The sizes are metric but I want them in feet and inches?
A: You can click on the Size Chart listed on each range's main description page for a list of imperial sizes available for that particular range.

Q4: Is vat included?
A: Yes, all prices include vat at the going rate (currently 17.5%) where applicable.

Q5: How much is delivery?
A: British Mainland deliveries are Free of charge but we have to charge for all offshore addresses including the Isle of Man & the Isle of Wight among others. If in doubt please give us a ring. See also Delivery & Shipping Information above.

Q6: Are there any extra charges?
A: No, if you live on the British mainland then the prices you see are the prices you pay in total.

Q7: Do you supply samples or brochures?
A: Sorry we cannot supply samples for our rug ranges. The only exceptions are for our custom made carpets and runners. We don't supply brochures.

Q8: How accurate are the colours?
A: We are constantly reviewing and improving colours and they are as accurate as possible but there are too many variables for us to be able guarantee the rugs will arrive exactly the same colour as depicted on your screen. If in doubt give us a ring and where possible we will try to describe the colours for you.

Q9: What is the best way to find the rug I want?
A: Our Rug Guide is always the best place to start. Here you can select what type of rug you are after, what kind of design, what kind of fibre it is made from, combinations of these classifications or simply listed in price order.

Q10: Can I return the goods if I am not pleased with them?
A: Yes, our rugs are covered by a full money back guarantee so if for any reason you are not happy with a rug you have received, you can send it back for a full refund as long as this is done within 7 working days of the day they were delivered. You do have to pay for the return carriage.

Q11: Do you supply outside the UK?
A: Yes, please email us for a quotation. We will need your full name and address to be able to provide a quotation so please include this in your email.

Q12: I have ordered online but have not received a confirmation of my order?
A: If a valid email address is entered on the order form a confirmation of order is generated automatically. If the email address is incorrect or not entered at all a copy will then be posted out instead or will be sent with the dispatched item.

Q13: How long will delivery be?
A: We hold a large stock of rugs ourselves and wherever possible we dispatch your order from these stocks within the week. If the item you have ordered is out of stock, we have deliveries coming in every few days from all of our regular suppliers, so even delivery of rugs not in stock with us are normally available in 7-21 days. Over 90% of orders are delivered in under 3 weeks

Q13b: Can I specify a different delivery address to the billing address that is registered with my card?
A: We will deliver to an alternative delivery address if specified, however this may slightly delay your order while we undertake additional security measures for the prevention of fraud. If this inconveniences any customers in any way we do apologise; we must however stress that this is deemed necessary in order to protect the privacy and security of our customers and products.

We reserve the right to refuse any order we suspect to be fraudulent or suspicious in any way.

Q14. Can I track the order online?
A. Sorry, you cannot track orders online.


If you are after an update on an existing order please send an email to deliveries@rugsuk.com as the telephone lines are usually rather busy.

Your email will be dealt with as quickly as possible but please allow 24 hours.

Q15. Can you tell me what time the goods will be delivered?.
A. All rugs are sent out via carriers on a next day service but our carriers will not give us times for deliveries. When rugs leave us they go to a central depot then are forwarded on to smaller local depots all around the country. The only way to get a timed delivery is to pay for one of our carrier's premium services.

Premium Service - UK Mainland only:

Mon-Fri before 10.00 a.m.£8.00
Mon-Fri before 1.00 p.m.  £12.00
Saturday before 1.00 p.m. £18.00

*If multiple items are ordered £3 is charged for the second item and £2 for any additional item after that.


Q16. Why do I keep getting your answer machine?
A. Our lines are very busy at certain times of the day and we apologise if you have trouble getting through. Please see Q17 also.

Q17. What times can I speak to someone?
A. The lines are open 9.30 - 4.30 Mon-Fri. If you wish to talk to someone outside these hours please send us an email and we will arrange to ring you at a mutually convenient time including evenings and weekends if this is easier for you.

Q18. What is the best way to contact you?
A. Emails are always preferable wherever possible but you can also contact us by telephone or fax. See our About Us page for full contact details.

Q19. Do you have showrooms & where are they?
A. Yes and No. We don't have RugsUK showrooms but we do have a retail shop at the below address.

The Rug Emporium
93, Highgate,
Kendal
Cumbria
LA9 4EN
Tel: 01539 730140 (Not for RugsUK enquiries)

Please note that RugsUK and the Rug Emporium are run as separate businesses so prices and trading policies may vary. Not everything shown on RugsUK is available in our shop or visa versa. However, you can generally see examples of most qualities which enables you to see and feel the quality of the various ranges and get a good idea of the colours being used. If you want to see something specific, please ring first to see if we have it on show, and if we haven't then we may be able to get it in for you.

Q20. Do you have showrooms in London or in the South East?
A. No, we do not have our own showrooms in London or the South East but we can arrange for you to visit certain trade warehouses if you are after traditional 'Hand Knotted Oriental Carpets'.

These inc. goods from Persia, Afghanistan, Pakistan, Nepalese, China, India, Turkey and many more and if you contact us by email we will arrange an invitation for you.

Please note that these warehouses do not stock Modern or Plain rugs and if this is what you are after then we are unable to help you other than through our online store.

Terms & Conditions

These are the terms and conditions of the www.rugsuk.com web site. By placing an order on this web site you are accepting these terms and conditions and agree to be bound by them.

1. Our Terms and conditions

1.1 We reserve the right to update these terms and conditions at any time. Please check that you have read and understood our current terms & conditions. Last updated 5th June 2009.

1.2 These terms and conditions relate only to our www.rugsuk.com web site and not to our retail shop or any other web site.

2. Placing an order

2.1 You may place an order with us either by adding goods to either of our shopping carts and completing the checkout procedure or by placing an order with us over the telephone.
In both cases you will have ample opportunity to check the details of your order are correct.

2.2 On completion of 2.1 above, you are now deemed to have placed an order with us and will receive an order acknowledgment by email and/or by post. When you receive this please check once again that your order details are correct. Contact us immediately if there are discrepancies.

3 Acceptance of an order

3.1 When the goods are ready for dispatch we will accept your order and contact you by telephone or email to arrange delivery. Until this time we are not deemed to have accepted your order and may refuse it for any reason including;

the goods no longer being available, or
the goods are incorrectly described or priced, or
trouble processing your credit card payment.

4. Processing payment

4.1 We may process payment for your order as soon as you place it or may wait until the order has been accepted. Processing of your payment is not deemed to be acceptance of your order.

5. Prices

5.1 All Prices include vat at the going rate (currently 17.5%) where applicable.

5.2 Prices may be changed at any time and all orders are processed at the current rate as displayed on our web site at the time the order is placed..

5.3 We guarantee to beat any genuine online price as defined by our unbeatable price promise.

6. Delivery

6.1 As soon as your order is ready for dispatch we will contact you to arrange delivery.

6.2 Our rugs are delivered via carriers on a next day service by reliable companies but please note that this is not a guarantee. Neither we nor our carriers will be held responsible in the rare event of non-delivery on the arranged day.

6.3 For current delivery charges and timed deliveries see the Delivery & Shipping section on our Information page.

6.4 We will deliver to an alternative delivery address if specified, however this may slightly delay your order whilst we undergo additional security measures for the prevention of fraud. If this inconveniences any customers in any way we do apologise; we must however stress that this is deemed necessary in order to protect the privacy and security of our customers and products.

We reserve the right to refuse any order we suspect to be fraudulent or suspicious in any capacity.

6.5 Important note to Scottish Highland customers. Please note that next day delivery and Saturday delivery options are not available to the postcodes detailed below.

IV21, IV22, IV23, IV24, IV26, IV27, IV28, IV40, KW5, KW11, KW12, KW13, FK19, FK20, FK21,PA30, PA40, PH30, PH31, PH32, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41 and PH50.

If you live in a region that has one of these post codes we can get your order to you in 2-5 working days.

7. Returns, Faults and Cancellations

7.1 Once you have received your goods, you have 14 days in which you can return them should they be unsatisfactory for any reason. To be able to return the goods you must notify us within 7 working days of receipt of the goods of your intention of returning the goods and the reason for doing so. You would receive a full refund of the purchase price on their safe return within this time period.

It is your responsibility to pay for the cost of returning the goods. When we have received and inspected them and we are happy they have been returned in the same condition that they were dispatched, we will refund the total goods value. See Returns.

Please note that refunds may take a few days to be processed as they are done in batches. All requested refunds should be done within 30 days and if not please notify us immediately

7.2 Please check all goods carefully as soon as you receive them. If the goods are faulty, please let us know immediately and no later than 7 working days from date of receipt and ensure they are returned/collected for inspection no later than 14 days of receipt.

Upon inspection, should your goods be confirmed to be faulty, we will offer you a replacement, a mutually agreeable re-selection or a full refund, inc. cost of collection, whichever you prefer.

7.3 Please note that variation of colour is not accepted by us to constitute faulty goods and we do not accept responsibility for the cost of returning rugs whose colour is not as portrayed on your computer screen.

7.4 You can cancel an order at any time prior to it being dispatched for a full refund. Once the goods have been dispatched you can still cancel the order but will be responsible for all carriage costs incurred by RugsUK.

7.5 Custom made rugs and runners made to your own sizes and specifications are not returnable but samples of quality and colour are always provided to ensure you will be happy with the end product.