FAQ's

If the answer to your question is not listed below, please contact us at sales@therugseller.co.uk


How can I pay?

1 Using Sagepay If you select to pay using our trusted partner, you will be transferred to a secure server to enter your credit/debit card details or select to pay with Paypal

2 Cheque or Postal Order
Please make your cheque payable to The Rug Seller Ltd, and post to:- The Rug Seller Ltd, 7 Trafford Moss Road, Astra Business Park, Off Guinness Road, Trafford Park, Manchester, M17 1SQ

3 Telephone Order
If you would prefer to speak to one of our sales advisors, payment can be taken over the phone on 0845 634 3477 or 0161 876 4566

What are the delivery costs?

We offer Free Mainland UK Delivery *.

*The remote Scottish regions, Northern Ireland, Channel Islands, Isle of Man and the Isle of Wight will be charged at 15.00. International Shipments can be selected at the checkout where the courier cost will be displayed.

How will my rug be delivered?

Delivery is usually made within 7 working days, however on the rare occurrence that your rug is out of stock please allow up to 28 days (Delivery time for custom made products will be displayed during ordering). Delivery will be made using our professional couriers, who will ensure that your purchase arrives with care and in a secure plastic packaging.

All deliveries will require a signature. If no one is at home then a card will be left with contact details for the courier and a response must be made within 7 days. Failure to respond to the courier's card will result in your rug being returned to us, and an additional postage charge will be incurred.

Can I return my purchase?

If you wish to return your purchase, please inform us via e-mail within 14 days of delivery. Once we confirm acceptance of your return, you must securely package your purchase and return it at your expense within 14 days. Upon receipt and satisfactory inspection of the rug we will issue a refund less the delivery charges.

In the unlikely event that a rug is delivered damaged or faulty, we will happily exchange or refund your purchase. If on arrival the packaging is damaged, please ensure that it is marked on the courier's delivery note, as we are unable to pursue any claims against them if the delivery was marked received in good condition.

Once notified of damages or faults we will arrange for our courier to collect your purchase and a replacement or full refund will be issued once the rug has been received and inspected.

Custom made products will be non-returnable and cannot be cancelled once the order has been placed on our website. Please ensure that the measurements are correct and note the estimated delivery time shown on the site to allow for production.

Shedding is a natural characteristic of a deep pile rug and is not deemed to be a fault. This is common on Acrylic and Wool rugs and should be taken into consideration when choosing a product suitable rug for your home.

Note: Whilst every effort is made to accurately reproduce images of our products, different monitor settings can have an effect on the appearance of colours. We will accept refunds on incorrect colour shades, but they will not be deemed to be faulty.

What is our Privacy and security policy?

In this fraudulent day and age the security and privacy of our customers details are of the utmost importance to us. Our online payments are processed by Sage Pay and Paypal who provide a highly secure payment service for all major credit and debit cards. The Sage Pay encrypted service ensures that no one, including ourselves can ever see your card details.

All other details you supply will only be used to complete your order and will only be used by ourselves. None of your personal details will ever be passed on to any other individual or company. Your address will need to be passed on to our professional couriers who will use it for delivery purposes only.

Please contact us if you ever wish to view the details we hold about you on our order database.