on all UK Orders
The Natural Rug Store featured in:
UK Customer Service: 0845 076 0086
Home » Customer Service
"Hats off to you for making my day! the bordered wool pecos rugs I purchased are absolutely splendid." Henry W - Berkshire More »
Each one of our hand made bespoke rugs are custom made. Manufacture and delivery on the UK mainland normally takes 10-14 days from receipt of your order, although during busy periods it may take up to 21 days. We will always contact you prior to delivery to arrange a suitable time and date.
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.
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 14-30 days. Please call us on +44 (0) 845 076 0086 or email us for more information.
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.
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.
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.
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.
The Natural Rug Store uses the latest SSL Certificates from Comodo. When you provide us with any personal information you can be assured your connection is encrypted and your data is totally safe.
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.
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.
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.
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
We welcome feedback from all of our customers. To read just a few comments from customers click here
Hand finishing a border
The Natural Rug Store
UK tel: 0845 076 0086
International tel: +44 845 076 0086
Via Social Media
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.