FAQs

Delivery

Once your order has been placed an email is sent both you and our sales team. We will then have the rug collected from stock and ready for delivery to your chosen address as soon as possible. Most of our rugs ordered before 4pm will be collected from us the following day. We aim to have your rug delivered within two business days from order. This is very important to us as an online retailer. The benefit of ordering online is price and ease of delivery. We recognise customers don't want to wait and this is very important to us. If we are not holding your chosen rug in our stock we will get the product from the factory who will ship directly to you. In this scenario delivery can take up to five working days. As soon as your order is placed we will inform you of the delivery timeline.

For custom size rugs that you are individually sized based on your requirement we need longer to order and delivery. These are classed as special order items. These rugs can take up to 12 weeks to deliver as they are made to order in India, China and Europe. We will inform you of this during your order. 

We use a range of couriers to safely deliver your item. You will be sent a tracking number and courier website to track deliveries. Due to courier constraints we cannot provide timeslots at this time.

Returns Policy 

If your chosen product is not suitable you can return to us in an unused condition with all labelling attached to our head office within 14 days of delivery for a full refund. We have a no questions full 14 day cooling off period.

If the product has a manufacturing fault or is damaged we will offer a replacement product or full refund within 30 days of delivery. We cannot take any responsibility of lost goods that you have returned. Once the goods reach us, we will sign for the delivery and check the condition. You will then be offered a full refund or replacement product. This does not affect your statutory rights. 

All returns must be sent to – The Rug & Flooring Stores, 7 High Street, Lanark, ML11 7LU

Please call us if you need any help with returns – 01555 660440

Image Colour Variation

Our product images are provided by the manufacturers for our exclusive online use. These images are professionally created and edited using specific software. Depending on the device you are using there may be colour variation on the monitor or device. We cannot take responsibility for colour variations. If you are unsure please call us to discuss. In most instances we can take additional photos and send using email. If the colour does not suit you can send the product back within 14 days for a full refund.

Secure Shopping

We secure our website by using the most secure payment technology available. At no point are your credit/debit card details stored by us. When you place an order and choose your payment method you will be redirected to either Worldpay or Paypal. These are both very secure PCI compliant companies. Once your payment is successful we receive a message from Worldpay or Paypal to continue with the order.

Privacy Policy

At The Rug Stores we take online security very seriously. We only use the most secure payment technology on the web - Paypal and Worldpay. 

If you create an account with us we will store you address, telephone and email info only. We "NEVER" store any debit/credit card or data protected info. In fact when you process an order with Paypal or Worldpay we don't even see the card details being entered.  

Collection of Information

We collect personally identifiable information, like names, postal addresses, email addresses, etc., when voluntarily submitted by our visitors. The information you provide is used to fulfil you specific request. This information is only used to fulfil your specific request, unless you give us permission to use it in another manner, for example to add you to one of our mailing lists.

Cookie/Tracking Technology

The Rug Stores may use cookie and tracking technology depending on the features offered. Cookie and tracking technology are useful for gathering information such as browser type and operating system, tracking the number of visitors to the Site, and understanding how visitors use the Site. Cookies can also help customize the Site for visitors. Personal information cannot be collected via cookies and other tracking technology; however, if you previously provided personally identifiable information, cookies may be tied to such information. Aggregate cookie and tracking information may be shared with third parties.

Commitment to Data Security

Your personally identifiable information is kept secure. Only authorized employees (who have agreed to keep information secure and confidential) have access to this information. All emails and newsletters from this site allow you to opt out of further mailings.

Privacy Contact Information

If you have any questions, concerns, or comments about our privacy policy you may contact us using the information below:
By e-mail: sales@therugstores.co.uk
By Phone: 0800 170 1919