Hello, As we all adjust to a new way of living and working, we want you to know we're committed to doing all we can to keep both our staff and customers safe. For more information on our Full Response to Covid please click here.
For any general queries and questions on your Order please see our Frequently Asked Questions page by clicking here, which has all the most common questions we get asked to help you.
If you have an order query, please contact Customer Services via email in the first instance with as much information as possible to Sales@therugseller.co.uk and we'll respond promptly with an update as soon as we have followed up with our Suppliers and Couriers with updates from them.
We are doing our best to help you as quickly as we can and ask you to please continue to check your email for updates from us as well as this page - we're updating it often with the latest information. We ask you to allow a small amount of time for us to update you, which is our priority for the customer services team at this time.
Customer Service E-mail - Sales@therugseller.co.uk
TheRugSeller.co.uk Online shop is open, and we're working hard to ensure deliveries can continue safely for you, our valued customers, and for our warehouse staff and delivery partners. To do this, we've enforced measures to keep our warehouse staff safe, including heightened hygiene processes, split shifts and social distancing of at least 2 metres. We're doing everything we can to get your order to you as quickly as possible, but due to these increased safety measures delivery may take slightly longer than usual - we appreciate your patience at this time and are updating any customer orders affected in email or phone once we have more accurate information.
CUSTOMER SERVICE ENQUIRIES
Our Customer Services Team are all working remotely at this time and therefore we please ask that you email your Query and questions with detailed information to Sales@therugseller.co.uk or alternatively you can use our LiveChat found on our website from 9-5pm Mon-Fri.
Our Customer Services team is working hard to respond to all emails received at this time and this method of communication allows us to follow up more efficiently to your query. We will of course contact you directly if there are any major delays on your order or we need further information from you.
Due to the current evolving Covid-19 restrictions affecting our Couriers and Team, we will endeavour to process all refunds in a timely and prompt manner and respond to all messages received. For Returns/Refund please our full T&C's here.
We have permanently closed our Manchester Showroom until further notice. The health, safety and wellbeing of our customers and team members is our utmost priority and with a heavy heart, we have made the decision to permanently close our Manchester Trafford Showroom until further notice.
Please do not come to our Manchester Showroom and instead please contact us at Sales@therugseller.co.uk in the first instance with any questions you may have on your order or if you would like to place an order on our website.
Thanks for your continued support.
Q. Can I still order online?
A. Yes, you can still order online, and we're still delivering. We're closely following the Government's advice to retailers during this time - that online retailers should remain open, and that postal and delivery services should continue. We monitor this advice daily, and will keep you informed should this situation change
Q. Is your Manchester showroom still open?
A. Our Manchester showroom is permanently closed until further notice. Please do not visit our Showroom.
Q. I have an order open processing - what will happen to it?
A. If you have an order open processing we will update it once it is on route to you, we'll still deliver it but please allow extra time for our suppliers and couriers to get your order to you. Please check 'My Account' or contact our Customer Services by email at Sales@TheRugSeller.co.uk for the latest information on your delivery.
We appreciate your patience at this time and we will update you via email or telephone as soon as we have updates on your order. You will of course get all your tracking information once your order is dispatched from us on route to you - please allow up to 24 hours for your Tracking to Update once you receive the 1st Tracking email confirmation (Our couriers systems need time to update the journey of your order).
Q. What precautions are your warehouses and couriers taking to prevent the spread of COVID- 19?
A. Our teams, carrier partners and customers' health and safety is our number one priority. In our UK warehouses, we've increased our safety practices to include the following measures:
- Social distancing in line with government protocol
- Clear markings to delineate social distancing and increased signage to explain the hygiene procedures in place
- Frequent deep cleaning and sanitisation
- Hand sanitiser and disposable gloves provided
- Staff temperatures taken on arrival
Our carrier partners have all deployed similar practices and we continue to work with them on a daily basis to ensure these are met. All of our carriers are now providing no-contact delivery only; they aren't entering customers' homes at all during this time.
Q. Do you have a no-contact delivery process in place?
A. Yes. All of our carriers are now providing no-contact delivery only.
For houses, this means we'll place items in your driveway, rear garden or garage as requested, while maintaining social distancing restrictions. If these locations aren't available, we'll place items outside your house where requested when we arrive.
For flats and apartments, we'll place items in the ground floor communal hallway or doorway. The reason for this is that climbing stairwells whilst carrying furniture would restrict the ability to maintain social distancing. For all deliveries, our drivers will photograph your items in situ and record this in our Place of Delivery form..
Q. I'm self-isolating. Can I still get my delivery?
A. Yes, of course. We're now providing no-contact delivery.
Q. Are your Customer Services still open?
A. Yes, you can contact our Customer Services via Sales@therugseller.co.uk or use our live chat found on our website over this period.
If you don't see your question answered above please see our Frequently Asked Questions Please Click here.
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