Frequently Asked Questions

Rug Care

How to care for your Rug and extend its life

To help you with your recent purchase, we have put together a rug care guide with useful tips and instructions on how to take care of different types of rugs to best extend its life in your home. You can improve the lifespan of your rug significantly by caring for it carefully and appropriately. Make sure to follow our simple steps to ensure your rug remains a trusty element of your home décor for years to come. Please click here to read our full Rug Care Guide.

Making Your Order

How can I pay?

Using Sagepay: If you select to pay using our secure and trusted partner, you will be transferred to a secure server to enter your credit/debit card details or select to pay with Paypal. Amazon Pay: Use your Amazon account to pay for your order. Billing/Delivery addresses and payment methods from your Amazon account can be used for a fast and convenient checkout. Cheque or Postal Order: Please make your cheque payable to LUXURY HOME DESIGN GROUP LTD, and post to:- LUXURY HOME DESIGN GROUP LTD, 7 Trafford Moss Road, Astra Business Park, Off Guinness Road, Trafford Park, Manchester, M17 1SQ

Are samples available?

We do have samples of many of our rugs but unfortunately at this time, we are not offering this service.

Will you share my personal data?

This is a complicated one. If you opt-in to marketing from The Rug Seller you will receive marketing from this trading name only. Your personal data will not be shared with third parties for marketing purposes. We may share your personal data with third parties in cases where it is necessary to fulfil our contract with you (e.g. in the event of an order we will share your personal data with our nominated carrier partner in order to dispatch your order). For more information please view our Privacy Policy.

Is ordering online safe?

Yes. The Rug Seller uses a third party to process payment data. This third party uses the latest security and encryption to protect your payment data during the transaction. LUXURY HOME DESIGN GROUP LTD and its employees have no access to sensitive payment information (such as card numbers) and non of these details are stored within our systems.

Delivery & Returns

Where is my order?

Login into your account on our website and Go to My Orders. (Here you can see your purchase history). Once your order is dispatched, a link will be available which allows you to track your delivery from our courier's website. Still no luck? Head to our Frequently Asked Questions Page or Delivery and Returns Page for more information. Alternatively, please contact us directly via email at sales@therugseller.co.uk and we'll respond swiftly to help.

I have an order open processing - what will happen to it / when will it update?

If you have an order set to 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 directly by email at sales@therugseller.co.uk for the latest information on your delivery and order status. 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)..

How do I track my package?

Please click here to read our full Delivery information to help answer your question and to help you track your order.

How long will delivery take?

Each product on our website has a lead time displayed on the product page. On normal products, lead times range from 1-2 days to 10-14 days. Custom sized products can have significantly longer lead times but these are advised before checkout. For more information about lead times please see our delivery & returns page.

Where is my Tracking number?

Your tracking number is supplied to you in email and you can also login at any time to our website to get updates on your order, as well as full tracking information for your order.

Why Is my tracking number not showing anything / updated as of yet?

Your order has been processed and is waiting for collection from our Couriers, who will then scan your Item/s to allocate your tracking number. Please allow up to 24 hours for our Couriers to update their systems on the current location on your order.

My order says it is processing, what does this mean?

Your order is in progress and will be updated as soon as it is received to us in our dispatch warehouse, ready to be collected by couriers to then deliver to you. Depending on what item/s you have ordered will have pre-stated the delivery time frame for the particular item ordered. We will of course contact you if there any further delays of your order from our suppliers.

I ordered several days ago and my order status is still 'processing'

Don't worry, this is normal. Orders will show as processing within our system until the point it is dispatched (for UK-Mainland customers this is 1 working day prior to delivery).

What are the delivery costs?

We offer free delivery to addresses in the UK-Mainland (excluding Highlands, Islands and Northern Ireland). For more information about our delivery options please see our Delivery & Returns page.

Can I return my purchase?

Yes - you are welcome to return your order to us for a refund or exchange within 30 days. In the case of non-faulty returns, the returns postage is to be arranged and paid for by you as the customer. For more information please see our Delivery & Returns page.

It is the responsibility of the Buyer to inspect the Goods on delivery (and in any event before such Goods are cut and hung) in respect of design, colour, condition, quantity and quality. The Seller shall not be obliged to replace Goods once they have been cut or hung.

What do I do If I receive the wrong item?

Requested a replacement is easy, simply contact Sales@therugseller.co.uk with a photograph and we will come back to you to arrange a new delivery or return..

Where is my refund?

At this time we please ask for your patience as we adapt to the new Government Guidelines for safe Covid business practices. Please read our Delivery and Returns page click here for all T&C's. Once we receive your returned item it will be checked and processed. Please allow 3-5 working days for processing your return - please see our Returns page for full T&C's. .

Can I visit your Manchester Showroom?

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 in the first instance. . .