You can quickly find answers to the most frequently asked questions below or for anything not answered here please contact us.
All rugs from The Natural Rug Store are custom made to order based on specifications and size. Either choose from one of our many customisable natural rug designs, or design your own rug using our online rug builder
To get a price - view a customisable natural rug or design a rug, and input your sizes into the rug cost calculator
If you require more information, or are having difficulty using our website, please call us on 0333 222 6515 or contact us via our online enquiry form
Credit card - Online
Payment can be made securely online at the Natural Rug Store - All major credit cards or debit cards are accepted. Card payments can be taken 24 hours a day, 7 days week and transactions are 100% secure.
Credit Card - Using 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 also pay online by Paypal. Simply place your order first online and 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 to arrange payment. For more information please contact us.
The Natural Rug Store provides complementary sample swatches for up to four rugs per order. *additional samples available upon request
Every one of our materials has its own distinctly beautiful character but all satisfy our requirement for exceptional feel underfoot, durability and also ease of placement irrespective of your interior style.
While our sample swatches do not reflect the overall quality of the finished crafted product they will help you match colours and allow you to feel some of the many different and wonderful textures available. *Please also note that all finished Natural Rugs Store rugs will have some padding in the border and will be thicker than the border sample received.
You can order samples online easily. Find a Customisable Natural Rug you like or Design Your Own Rug, and click the 'order sample' button. You can do this until the maximum number of inner and border samples is reached.
Rug samples are dispatched quickly and will normally be with you 2-3 working days after placing your sample order.
Yes we ship our rugs internationally - Costs vary depending on your rug size and location. Please call us for a quote on +44 333 222 6515 or contact us via our online enquiry form
Weekday deliveries from The Natural Rug Store on the UK mainland are 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.
A tracking number will be emailed to you the moment your order is dispatched so you can check delivery progress on DHL's online tracker or by calling DHL's freephone customer service department.
Premium delivery for harder to access residences, or rug(s) installation - costs vary depending on your rug sizes and location.
Saturday deliveries are available on the UK mainland - costs vary depending on your rug size.
International destinations and areas of the UK located away from the mainland - costs vary depending on your rug size and location.
Please call us for a quote on 0333 222 6515 or contact us via our online enquiry form for more information.
Due to current post Covid-19 lockdown logistics please expect longer lead times than normal.
Manufacture and delivery of your rug(s) is currently taking 4-6 weeks from receipt of your order depending on the materials used and complexity of your order. We will always try to get your rug to you as fast as possible.
Manufacture and delivery of your rug(s) takes approx 4-6 weeks from receipt of your order depending on the materials used and complexity of your order. We will always try to get your rug to you as fast as possible.
* There are occasional circumstances which could delay your order.
We use DHL for deliveries throughout the UK. There may be times where extreme weather conditions, road traffic accidents or other circumstances delay your order. A tracking number will be emailed to you once your order is dispatched and you can check delivery progress on TNT's up to date online tracker or by calling DHL's freephone customer service department.
All of our natural rugs are custom made to your specifications and are non returnable unless damaged or defective. Please be aware of this before placing your order.
Due to the nature of various computer monitor configurations, colour representations may vary. While every effort has been made to reflect the true colour of our rugs on screen, we highly recommend that you order complementary samples if it is critical that weave and border tones match your expectations.
Our rugs are hand crafted from natural materials so minor imperfections may be present in the weaves due to the very nature of the material. Minor variations in rug sizes can also occur.
All damages must be reported upon delivery of goods. If in the event goods cannot be inspected on delivery, goods must be signed for as 'UNCHECKED'. Please contact us immediately to report any damages. Goods must be returned in the original packaging. You are entitled to either an exchange or full refund but if you have not signed for the goods as 'UNCHECKED' no refund will be given.
No. All of our natural rugs are custom made to your specifications and take 4-6 weeks to manufacture and deliver depending on the materials used and complexity of your order.
We can make rugs to a maximum width of 4/5 metres depending on the material, and a length of 8 metres.
Yes. Please contact us for more information.
Every Natural Rug Store rug a unique collaboration between our customers and our rug makers here in the UK. Our aim is to allow you to design on-line, in the comfort of your own home or workplace, a superior natural rug benefitting the individual colours, proportions and purpose of your environment.
We are completely passionate about our rugs and runners; sourcing only the finest grade natural materials to be used in the production and design of our rugs.
Every one of our materials has its own distinctly beautiful character but all satisfy our requirement for exceptional feel underfoot, durability and also ease of placement irrespective of your interior style. In order to transform your chosen materials into a beautifully hand finished rug.
Please note as all of our rugs are hand made sizes can vary by up to 5%.
The majority of our rugs come with natural latex antislip backing as standard. *excluding wool & sisool rugs for which you can purchase antislip underlay separately at the cart or checkout for an additional cost.
The majority of our natural rugs can easily cleaned with just soap and water. However for added peace of mind we provide optional stain protection treament from Intec, and professional stain removal and cleaning sets so you can keep your rug looking great.
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.
You can add Intec stain protection to your rug as an add-on for a small extra cost at the cart/checkout before paying. *note Intec stain protection is only applied to the inner/weave and not to border(s) or piping.
Our natural floorcovering cleaning kit 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 & care kit is £32.99 click here to buy a cleaning kit
The natural materials we use to make our rugs including coir, seagrass, sisal, jute and paper are imported from all over the world. These materials in particular are highly renewable and come from environments where sustainability practices are employed.