HOW CAN I PURCHASE THE RUG COMPANY PRODUCTS?

Our products are sold to both retail and trade clients purchasable online or through our showrooms, franchise locations and authorised agents.

If you are an interior designer/architect and have an online trade account with The Rug Company, please log in to purchase items online. Otherwise, please register online for a web Trade account.

For any questions, please contact our online Customer Service team or The Rug Company showroom nearest to you.

HOW DO I OPEN A TRADE ACCOUNT WITH THE RUG COMPANY?

If you are a new trade client and wish to register for a trade account, please register online https://www.therugcompany.com/trade/account/apply/

If you are an interior designer/architect and have a trade account set up in one of our showrooms, but no online account, please do register online.

If you are an interior designer/ architect and have an existing online trade account with The Rug Company, please log-in to purchase items online.

DO YOU OFFER CUSTOM DESIGN SERVICES?

Our rug designs can be customised into different sizes, colours, materials and shapes; with the exception of a few designs, including the Farrow & Ball and Endurance Collections, that are limited to custom size only. To change the size, colour, material and shape; please add 15% for one change, or 20% for multiple changes.

Custom Size

We are now accepting custom size orders online. This feature is accessible through our Shop area where all of our contemporary designs are listed. Once a design is selected to ‘view’, it opens the product page where a rug can be ordered in a “ Standard Size” or “Custom Size”.

Custom Colour, Shape or Material

Currently, custom colour orders can only be made through price and artwork consultation with one of our sales representatives. Our custom rug tool is accessible under Custom area, showcasing different rug designs to experiment with in your specified colour, shape and material for consultation. Alternatively, please contact us stating the design name, size, colour, material or shape specifications and we can send you digital artwork and quote accordingly.

Bespoke

Completely bespoke designs are priced individually. Please contact your local showroom to discuss your design.

All artwork submitted for rug creation remains private between The Rug Company and client. We do not reproduce designs without client’s authorisation. To send a price request, please fill in and submit our Bespoke form. Alternatively, contact us with your specification and attach files of your sketches, artwork, or inspiration. One of our representatives will be in touch with you.

WHAT IS YOUR RETURNS POLICY?

Our Return/ Exchange Policy is within 30 days of delivery. The item must be complete and unused in its original condition. To exchange or return an item, please contact us with your order number.

The Rug Company will cover the cost of return shipping within the UK, with the exception of items purchased from The Archive Sale. Shipping charges may be incurred for international returns. Initial delivery fee is non-refundable.

It is recommended that you keep the original packaging in order to make returning items easier. If you no longer have the original packaging, we can suggest alternatives or send you new packaging free of charge.

Once received, the item will be inspected to meet our return policy guidelines. When all is cleared, The Rug Company will issue a refund for the item to your original form of payment.

For security reasons we can only make refunds to the original payment method you used to place your order. Once the item has been returned to us, it typically takes between 3-5 working days for the return to be processed and the money to show in your account.

Please note: Returns are not possible on any Custom or Bespoke items as these are specially commissioned items tailor made to your specifications. To avoid disappointment, please check whether an item is returnable before ordering. If you ordered the item in one of our showrooms, please contact the showroom directly.

HOW DO YOU RECOMMEND CLEANING OUR RUGS?

We recommend professional cleaners for our rugs. For daily upkeep, please view our General Care and Cleaning instructions.

CAN I TRY A RUG BEFORE PURCHASE?

To arrange a Home Approval, please contact us or visit your nearest showroom. Our Home Approval service is not available on items from The Archive Sale.

WHAT ARE YOUR DELIVERY CHARGES?

Delivery in the UK is FREE for Front Door Delivery. International deliveries are charged by volumetric weight and are calculated at the checkout.

In-stock items are available within 3-16 business days depending on stock location and your destination. Made-to-order and custom hand knotted rugs have a standard lead time of 16-22 weeks, with hand loomed rugs at 10-14 weeks.

Deliveries to all international addresses will take longer, but we try to send all orders by the quickest route possible.

For delivery to any of the following countries, please contact your local showroom directly to make an enquiry or place an order: Canada, Mexico, Russia, Spain, and United Arab Emirates.

For delivery within the US, please utilize our US website www.therugcompany.com/us

For delivery within the EU, please utilize our EU website www.therugcompany.com/eu

WHAT PILE HEIGHT ARE YOUR RUGS?

Most of our rugs have a pile height of approximately 5.5mm depending on design. Please contact us for more information about a specific design. Pile height guidelines:

Mohair standard pile – 18mm

Mohair short pile – 12mm

150 knot wool standard pile height – 5.5mm

100 knot wool standard pile height – 5.5mm

60 knot wool (reduced pile height as per our standard stock designs in 60 knot) – 5.5mm

40 knot wool (reduced pile height as per our standard stock designs in 40 knot) – 7mm

Handtufted 450 weight wool standard – 8.7mm

Handtufted 550 weight wool standard – 11.1mm

WHAT TYPE OF RUGS DO WE OFFER?

All of our rugs are 100% handmade in various qualities such as hand knotted, hand loomed, handwoven aubusson, and hand tufted. Most of our rugs are made out of natural fibres such as wool and silk, which are viewable under our product description page.

Due to the handmade nature of our products, we are able to customise our area rugs to better fulfil your space; including but not limited to runners, wall-to-wall, and uniquely shaped rugs.

DOES MY RUG ORDER COME WITH AN UNDERLAY?

All rug orders will include complimentary non-slip underlay, which is mould and mildew resistant. It provides a great anti-slip function and is suitable for heated flooring.

HOW DO I BORROW A SAMPLE?

We do not currently offer a sample rental feature on our website. Please contact our Customer Service team or your nearest showroom directly to request a sample. While we deliver our samples free of charge, you are responsible for any return shipping charges that may incur.

Due to the limited number of samples we carry for each design, it is best to consider alternative ways to observe colours such as utilising our keyring or yarn card functionality online. Keyrings/yarn-cards are more light-weight, affordable and just as efficient as our samples for initial colour matching. Our keyrings/yarn cards are orderable online under our listed products.

Please contact us if you have further questions.

WHAT IS A YARN CARD / KEYRING?

A Keyring Sample is the best way to see the colours of your chosen design. Each keyring features a series of cards wrapped in the same colours of yarn which will be used for your rug.

A Yarn Card is the best way to see an indication of the colours of your chosen design. Each card has small swatches of wool attached to it, which the rug will be matched to.

*Please note that although we use the best quality dyes for accuracy, colours are mixed by hand and can vary slightly between batches.

HOW DO I CHOOSE THE MOST APPROPRIATE RUG SIZE FOR MY SPACE?

To choose the most appropriate rug size for your space, please measure your complete furniture set-up and refer to our Size and Fitting Guide accessible online.