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Frequently Asked Questions

Customer Comments

"Hello I just wanted to say that the rug has arrived and it is fantastic - I am really pleased with the quality and also the customer service. Thanks a lot" S. Rees. More »

Frequently Asked Questions

How can I buy a rug?
How do I pay?
Do you offer a printed brochure?
Do you offer samples
How much does delivery cost?
When do you deliver?
How long does manufacture & delivery take?
Do you deliver worldwide?
Can I return the rug if I don't like it?
What happens if the rug is damaged, can I return it?
Do you have your rugs in stock?
What are the largest rug sizes you do?
Do you offer discount on bulk orders?
What is the quality of the materials and craftsmanship like?
Will I need an antislip underlay with my rug?
How do I care for and clean my natural rug?
Where are the rug materials from?




How can I buy a rug?


Use our Rug Builder to design and build your own rug. To find prices and purchase, simply create your own design first and enter your required sizes into the online cost calculator.

 

Rug prices are based on their size and configuration. To get an exact price - view a rug you like and provide your sizes online, or call us on 0845 076 0086

Alternatively you can choose from pre-designed seagrass, jute, coir, wool and sisal rugs from our materials ranges or Classic, Trend and Sisal Colours rug collections.




How do I pay?


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 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.


Paypal

You can now pay online by Paypal as an alternative to Worldpay. 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.


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 to arrange payment. For more information please contact us.


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.

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



Do you offer a printed brochure?

No. with our massive, ever changing stock, the availability of the internet and the powerful features of our online rug builder we do not provide a printed brochure/catalogue at this time.



Do you offer samples?

The Natural Rug Store provides complementary sample 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 you like or create a rug using the Rug Builder, then enter your measurements and then click the 'order sample' button next to it. You can do this until the maximum number of inner and border samples is reached.

We aim to get your complementary swatches to you within two to three working days.

Please note that all rugs will have padding in the border so will be thicker than the border sample received.



Do you deliver worldwide?

Yes. The Natural Rug Store deliver anywhere in the world. We use UPS for international deliveries. Costs for international delivery are calculated at checkout.



How much does delivery cost?

On the UK mainland, standard deliveries between 9-5.30pm weekdays are free of charge. If you wish to guarantee delivery before 12pm on weekdays this can be selected at the checkout for £20 when purchasing your rug. You can also arrange for your items to be delivered on a Saturday before 12pm for £25.

We also ship our rugs internationally - costs for all other regions/countries are calculated at checkout before paying.



When do you deliver?

As soon as your order is ready to be dispatched we will call or email you to arrange a suitable delivery date.

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.

You can also arrange for your items to be delivered on a Saturday before 12pm for £25.

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 TNTs free phone customer service department.



How long does manufacture & delivery take?

Each bespoke rug is custom made to the highest standard thus the manufacture and delivery of your rug will normally take 10-14 days from receipt of your order depending on the complexity of your order. During busy periods orders can take up to 21 days. We will always try to get your rug to you as fast as possible.

International deliveries take 14-30 days.

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 TNTs free phone customer service department.


*Please be aware that there are occasional circumstances which could delay your order.  

1) Stock availability

Our rug room sources a huge number of natural materials from across the world including India, Africa, South America and China.  Sometimes environmental conditions or logistical issues overseas can cause us to temporarily lose stock of certain items which may delay your order.  If this happens we will contact you immediately.  We have a huge range of materials so there are usually always satisfactory alternatives if you can't wait.

2) Public holidays and Christmas

Bank holidays may delay your order, depending on the date they fall. If your order was due to be despatched during the bank holiday then it would fall to the next available slot.  During the lead up to Christmas our rug room becomes very busy so delays may occur.

3)  Couriers

We use TNT 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 TNTs freephone customer service department.



Can I return the rug if I don't like it?

Due to the nature of our products being custom made they are non returnable unless damaged or defective. Please be aware of this before placing your order.



What happens if the rug is damaged, can I return it?

Yes! but 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.



Do you have rugs in stock?

No. All of our rugs are custom made to your specifications and will take 10-14 days to manufacture and deliver.



What are the largest sizes you do?

We can make rugs to a maximum width of 4/5 metres depending on the material, and a length of 8 metres.



Do you offer discount on bulk orders?

Yes. Please contact us for more information.



What is the quality of the craftsmanship and materials like?

Each one of our bespoke rugs is hand made by carpet craftsmen in the UK to the highest standards using only the finest quality natural materials.

Every single one of our floorcoverings have been thoroughly tested for their durability and quality.

Our materials feel fabulous underfoot, have the ability to sit comfortably with any type of interior, and look stunning.

All rugs from The Natural Rug Store are bordered - we have fantastic selection of borders available including high quality leathers, suedes, cottons, linens and even tapestry's.

Please note as all of our rugs are hand made sizes can vary by up to 5%.



Will I need an antislip underlay with my rug ?

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 checkout for an additional cost.



How do I care for and clean my natural rug?

The majority of our rugs can 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.

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

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

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



Where are the materials from?

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.



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