Free delivery
on all UK Orders

*mainland only

The Natural Rug Store featured in:

Order samples
FREE of charge

UK Customer Service: 0333 222 6515

Home » Customer Service

Customer Service

Customer Comments

"Thank you Natural Rug Store for my beautiful Sisal rug. Its transformed my living room." Catherine Suise - London More »

Manufacture & Delivery Information

Each one of our hand made bespoke rugs are custom made. Manufacture and delivery on the UK mainland normally takes 20-30 working days from receipt of your order, although during busy periods it may take up to 30 working days. We will always contact you prior to delivery to arrange a suitable time and date.

Due to the current climate and Covid restrictions we are looking at longer lead times of 20-30 working days on orders.

We will endevour to deliver your rug ASAP and a member of the team will call you to arrange a suitable delivery when your order is ready for dispatch.

Weekday deliveries - FREE - All deliveries take place Monday to Friday 9am-5.30pm.

Standard delivery is via DHL and is a one man service to the door only, if you require additional delivery services please contact us for prices and options available in your area.

Saturday deliveries - £25 - We can also arrange your delivery for a Saturday. This option can also be selected during at the checkout.

International destinations and areas of the UK located away from the mainland - delivery cost is calculated at the cart/checkout before paying. International deliveries takes 20-30 working days. Please call us on +44 (0) 845 076 0086 or email us for more information.

Payment Methods

Credit Card Online

Payment can be made securely online at the Natural Rug Store - This is done through our partner Worldpay - All major credit cards or debit cards are accepted. Card payments can be taken 24 hours a day, 7 days week and transactions are secure. We currently accept Visa, Visa Debit, Mastercard, American Express, Delta, Solo & Maestro.

Credit Card over the Telephone

You can also pay by credit card over the telephone. Please place your order first online and choose 'Telephone/Fax order' at the checkout after providing us with your address and delivery information. One of our customer service representatives will call you to process your payment.


You can pay by Paypal as an alternative. First add rug/s to your cart and then select 'Paypal' as your method of payment at the checkout after providing us with your address and delivery information.

By Bank Transfer

We also accept payment via bank transfer. To pay by bank transfer firstly add rugs to your cart then select the 'Telephone/Fax order' at the checkout after providing us with your address and delivery information.. We will contact you immediately to arrange payment. For more information please contact us.

By Cheque

If paying by cheque, please place your order first online and choose 'Telephone/Fax order' at the checkout after providing us with your address and delivery information. One of our customer service representatives will call you to arrange payment by cheque. Please contact us for more information.

All cheques must be payable to 'Rug Couture Ltd' - please include your order reference number on the back.

Online Security

The Natural Rug Store uses the latest SSL Certificate. When you provide us with any personal information you can be assured your connection is encrypted and your data is totally safe.

Ordering Samples

The Natural Rug Store provides complementary material swatches for up to four rugs. While our mini sample swatches do not reflect the superior quality of the finished product they will help you match colours and allow you to feel some of the many different, and wonderful textures available.

How to order your complimentary material swatches

You can order samples online easily. Find a rug design or create a rug using the Rug Builder, then enter your measurements and then click the 'order sample' button next to it. We aim to get your complementary samples to you within 2-3 working days.

Wool Pom Pom and Arran Wool Pom Pom and Arran Natural Rug Store

Rug Cleaning, Stain Protection & Care Kits

The majority of our natural rugs are easily cleaned with just soap and water, but for extra peace of mind we offer a stain protection solution called Intec.

Developed specifically for natural floorcoverings. Intec acts by coating every fibre with a polymer shield so that the floorcovering resists the absorption of stains and dirt which in turn helps your floorcovering look good for longer. It is completely safe and does not affect the colour and texture of the floorcovering.

Intec stain protection is only applied to the inner weave and not to border(s) or piping.

You can add Intec stain protection to your rug for a small extra cost as an add-on at the checkout before paying.

Natural Rug Cleaning Kits

For further peace of mind you can purchase a natural rug cleaning kit which includes a specially developed cleansing solution, together with applicators and full instructions on how to deal with a variety of spills.

Our natural rug cleaning kits are £32.99 and available as an add-on at the checkout or click here to buy cleaning kit

Customer Comments

We welcome feedback from all of our customers. To read just a few comments from customers click here

Sisal Mahale Sisal Mahale »

Hand finishing a border Hand finishing a border

Contact Us

By Post

The Natural Rug Store
Unit 1
Gregston Estate
Birmingham Road
West Midlands
B69 4EX
United Kingdom

By Telephone

UK tel: 0333 222 6515
International tel: +44 333 222 6515

Online, via Email

Via Social Media

facebook twitter

Please note: Our website accepts orders 24 hours a day, 7 days a week.
Our customer service department is open between 9am-4:30pm, Monday to Friday.

FAQ - Frequently Asked Questions

View Frequently Asked Questions