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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 are in centimeters. We usually try to give sizes in feet and inches as well.

Q3: The sizes are metric but I want them in feet and inches?
A: Most ranges will have both. If not you can go here for a quick and easy conversion.

Q4: Is vat included?
A: Yes vat is included in all prices. 

Q5: How much is delivery?
A: British Mainland deliveries are Free of charge with the exception of a few post code areas in the North of Scotland. We will contact you if you are found to be located in one of these areas. 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 and you are not in one of the problem hot spots in Scotland 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. Please note designs can vary depending on the size of the rug as well as described in our Money Back Guarantee section.

Q9What is the best way to find the rug I want?
A: Pick your main criteria from the top menu (like Traditional, Modern, Plain etc) then use the filters on the left side of the page to refine your search.

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 14 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 is not received you can email us and request we re-send it or request us to post a hard copy to your billing address.

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 2-3 working days. 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 take a couple of extra days. Additionally suppliers often drop-ship direct to customers which again usually takes place within 2-3 working days.

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.

Q14Can I track the order online?
A. When the goods are dispatched you will receive a tracking number if there is one. Not every service has a tracking option though so it depends on how the item is dispatched.

If you are after an update on an existing order please send an email to [email protected] as the telephone lines are usually rather busy.

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

Q15Can 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.

These premium delivery services are available on request but we ask that you please ring or email for details so we can get you the best possible price.

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

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.