Frequently Asked Questions
Q. Is the rug I want to order in stock?
A. If the rug is showing in our shop, it is most likely in stock. If you would like confirmation that the rug you are interested in is in stock, please send us a message through eBay messaging system or email us at auctions@therugswarehouse.co.uk.
Q. I wish to buy a rug that you state as available but I cannot find it in your shop?
A. This is because that particular rug is out of stock. We remove out of stock items from our shop to prevent customers from buying rugs that will incur a delay in delivery without prior notice. If the rug you would like to order is not available, please email is at itemenquiry@therugswarehouse.co.uk 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 email us on sales@therugswarehouse.co.uk requesting to make a payment by phone and we will call you back within the hour. Please do not forget to leave us your phone number.
Q. Why do you not provide your phone number?
A. Rather than having a dedicated call centre, which adds significant costs to any business, we operate on a call back basis. If at any point you would like to speak to customer service, email us your phone number on itemenquiry@therugswarehouse.co.uk and we will call you within the hour or at a time you specify.
Q. Do you have a shop / showroom?
A. Yes, we now have a showroom located at 70 Salusbury Road, London NW6 6NU. Viewings are strictly by appointment. If you would like to pay us a visit, please email us at sales@therugswarehouse.co.uk to arrange for an appointment. Please note that we do not have a showroom sample for every rug we offer on eBay, so please advise us of the rugs you would like to see during your visit and we will make sure they are available to see.
Q. Are the colours of your pictures accurate?
A. All the rugs’ colours as described in our eBay shop 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 or no colour description is found, please email us at itemenquiry@therugswarehouse.co.uk 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 most of our rugs. If you would like to see additional pictures of any rug, please email us on itemenquiry@therugswarehouse.co.uk . Please be aware that all additional pictures are the property of therugswarehouse 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.
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 on itemenquiry@therugswarehouse.co.uk with your requirements. Please bear in mind that custom made rugs take from 8 to 12 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. Could I pick up my order from you?
A. Yes, you may pick up your order from our showroom at 70 Salusbury Road, London NW6 6NU. 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. You use some terms in your rug descriptions that I do not understand?
A. Please refer to our Rug Glossary for a full explanation of unfamiliar terms.
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. If you think you may need an anti-slip underlay, please refer to our anti-slip underlay page for a selection of 5 different sizes available to purchase.
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.
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