The Natural Rug Store - Custom Rugs

Making a purchase

To purchase simply use choose any design from our rug collection, specify your required size and then add it to your cart or click the buy now button. You can also use our online rug builder tool to create a totally unique rug design.

Choose your preferred natural materials, colours and borders, then specify your required size to get a live on-screen quote for your rug creation. When you have finished simply checkout and pay for your rug online using your credit card, with paypal or with a customer service representative over the telephone.

Ordering online at The Natural Rug Store is 100% secure as all credit card transactions are processed by our partner, Worldpay - the UK's largest credit card billing company. Online payments can be accepted 24 hours a day, 7 days a week. Alternatively, payments over the telephone with a customer service representative can be made Mon-Fri 9am-5.30pm GMT.

Orders not in stock

In the unlikely event that your order is out of stock, you will either be emailed or called with the option to cancel or change the item. We will endeavour to fulfil all orders as quickly as possible, but please bear in mind that by the nature of this product certain ranges can take up to 4 weeks to re-stock.

Errors in delivery

All order errors must be reported on delivery of goods. If in the event goods cannot be checked upon delivery goods must be signed as unchecked. In the unlikely event that this occurs please contact us immediately. Incorrect goods must be returned in there original packaging and as new. Refunds will be made within 5 working days.

Sizes and Imperfections

Each rug from the natural rug store is made by hand from natural materials. These materials by their very nature are prone to small imperfections so please aware of this. As each rug is made by hand, the finished size may vary slightly to the size specified upon order.

Cancellations and Returns

All our rugs are made to order, you have 12 hours from placing your order to cancel it. You can do this by email or by telephone.

Any damages must be reported on delivery of goods. In the unlikely event that this occurs please sign for goods as "DAMAGED". If in the event goods cannot be checked upon delivery goods must be signed for as "UNCHECKED". Please contact us immediately. Goods must be returned in there original packaging. You are entitled to either an exchange or full refund. If you have not signed for the goods as damaged or unchecked no refund will be given.

We will arrange collection of the item. Orders sent outside of the UK Mainland are non returnable.

Credit Card Security

We use Worldpay for the processing of all credit and debit card payments. They take responsibility for capturing and storing card details on their secure servers using 128 bit secure sockets layer technology and always ensure that this information is held with the very high levels of security you would expect from a major financial services company.

Colour and Images

Due to the nature of monitor set up, colours may vary slightly. Every effort has been made to reflect the true colours of our products.

Complaints

It is our policy to provide the highest level of service to our customers. If you have a complaint please direct it to our customer service department at info@naturalrugstore.co.uk - We will contact you within 5 days with a response.

Remittance Terms

Payment in full is required before any goods are despatched. All invoices include VAT at the standard rate and delivery.

Confidentiality

Customer details are strictly confidential and are protected within the current Data Protection Act. We do not disclose any information to third parties. Click here for more details of our privacy policy.