Here are some answers to common questions. If the answer to your question is not below then please feel free to contact us
What happens
How can i pay ?
Payment can be made in a number of different ways of ways:1. Credit/debit card online - This is the easiest and most secure way to pay.
2. Cheque - Cheques may also be sent made payable to Rugz.
3. Phone order - If you would prefer to physically speak to one of our sales team, payment can be taken over the phone. Tel. 0121 530 2644
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Do you sell world wide ?
Being one of the foremost rug websites on the net, lets us sell basically to all four corners of the world.
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How much is delivery ?
Delivery to the UK Mainland is FREE. We use Initial City Link for all UK deliveries. For worldwide deliveries we use Parcel Force, UPS and Lynx, using there International Standard Rate. All charges for international deliveries will be calculated at checkout
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How long does an order take to be delivered ?
We always give a delivery date for UK Mainland orders of within 7-14 working days, just to basically cover ourselves and our delivery company. International orders will be delivered within 28 days.
Due to the nature of our products, if an order is out of stock you will be contacted within 48 hours.
On the rare occurrence some orders can take up to 6 weeks to re-stock. In this case you would be asked if you wish to cancel your order or
choose another item.
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Can i return the rug if i dont like it ?
You have seven days from receipt of goods in which to inform us of returns for any reason. The cost of returning goods other than faulty or errors will be paid for by the customer, this usually costs between £12 to £18 per pickup attempt depending on size and weight of rug. All returns must be packaged as received and we will arrange collection. Refunds will be processed within 30 days of notification of the cancellation. All international deliveries are non returnable.
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What is the exact colouring ?
The exact colourings cannot be guaranteed, due to monitor setup and photograph colour distortion, every effort is made to get the closest colour possible on the site.
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Can i change the colouring of a certain rug ?
Most of the rugs on our website can be made for special order, to any colour, size or shape. Please contact us for further details.
Tel. 0121 530 2644
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Do you sell large rugs ?
We specialize in the larger size of rug. Many of our ranges are stocked in size up to 200 x 300 cm. Basically almost any rug on this website can be made to any size up to 400 x 550 cm. Please contact us for details.
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Is it in stock ?
Over 95% of the rugs on our web site are always in stock. We can never guarantee we have every rug in every size 365 days of the year, if a particular rug is out of stock there may be up to a 6 week wait.
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What's the quality like ?
We only sell the very highest quality produced rugs, be this machine made or hand made.
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Is it easy to clean ?
Most of our rugs are made from pure wool, so as you can expect they will clean with relative ease. With any spillage or accident involving liquids speed is of the
essence. Immediately blot with plain paper kitchen towels, soaking up the liquid until dry.
Any spillage involving food etc. scrape up the solids with a plastic spatula or knife and then blot up the damp residue with kitchen towels.
If any residue is left, a solution of carpet shampoo and warm water with a teaspoonful of white vinegar can be used. Carefully blot with a cloth soaked and well
squeezed out. Allow to dry and vacuum. Carefully comb the pile in its natural direction to remove any matting.
Do not be tempted to throw on anything like salt/soap powder/white wine on red etc. This will only exacerbate the problem, as most of these so-called quick fixes
are worse than useless.
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Has child labour been used ?
Firstly, we try to avoid dealing in any articles where we believe that they have been made by children who have been exploited, overworked or denied an education as a consequence of their efforts as weavers. Most of our rugs carry the RUGMARK and KALEEN logo.
:
RUGMARK is a global non-profit organization working to end child labour
and offer educational opportunities for children in India, Nepal and Pakistan.
The RUGMARK label is your best assurance that no illegal child labour
was employed in the manufacture of a carpet or rug.
The Hallmark of Commitment label for all handmade carpets, rugs druggets, dhuries etc. signifying that the user of the KALEEN label is abiding by the Code of Conduct adopted by the Carpet Export Promotion Council for the eradication of child labour.
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