The Rug Club Frequently Asked Questions

How do I know you're a reliable company to shop with?

The Rug Club is part of an established "bricks and mortar" family run business which has been selling domestic and commercial furnishings for over 35 years.

What kind of delivery service do you offer?

We provide free delivery within 12 working days anywhere in the U.K. or Ireland ( unless otherwise stated ). Standard deliveries are made Monday to Friday (we regret we can only guarantee delivery dates and not times). TheRugClub.com also regrets that it cannot offer delivery to addresses outside the UK & Ireland. *Also see the delivery notes below.

Will I be notified of a delivery date?

Yes, we will send you an e-mail with the intended delivery date at least one day prior to delivery.

Can any of your rugs be made to a specific size?

Yes, many of our rugs can be ordered in custom sizes. Simply e-mail us on the contact sheet provided with your requirements and we will advise you of your options. Most custom rugs take 6 – 18 weeks to be made and are non refundable if you change your mind.

How can I pay for my order?

We accept Visa, Mastercard, Visa Delta, Visa Debit, Switch/Maestro, Solo, and JCB cards. All prices quoted on this site are in GBP Sterling or Euro, and your credit/debit card will charged in GBP Sterlingor Euro according to which currency you choose. You can also pay for your order by UK or Irish cheque. If you are paying by cheque please print out the order form and send it, together with your payment, to us at The Rug Club, Homemakers, 86-96 New Row, Coleraine, BT52 1EJ, Northern Ireland. Please make your cheque payable to The Rug Club. We can also accept payment on account for approved corporate customers. If you would like to set up an account with TheRugClub.com please send us an email at info@therugclub.com.

How accurate are your rug images?

Whilst we try to make our images as accurate as possible, they can only be used as a guide. Different display settings on computer monitors can have an effect on the appearance of colours in our products.

Is there a minimum order amount?

No, there is no minimum order amount although our rug fix accessory products must be bought with a rug.

Is it safe to use my credit card?

Absolutely. We have taken every precaution to make your transactions secure. The Rug Club never takes your credit cards details. All our credit card transactions are performed by Protx (www.protx.com). See our Privacy Policy for more information. We use the Protx payment system to safely process credit and debit card transactions utilising industry-standard security measures, including SSL (Secure Sockets Layer). Nevertheless, if you prefer, we also offer you the option of submitting your order by telephone on +44 02870344554. Our customer service lines are open Monday to Friday 9am - 5pm (GMT).

Do your prices include VAT?

All prices quoted on this site include UK VAT at 15%.

Can I send my order as a gift to someone?

Certainly. During Checkout you can enter a separate delivery address if you would like your order sent to someone other than yourself. Please note that for anti-fraud reasons if the delivery and billing address are different your order may be delayed whilst we perform additional Security Checks.

Can I specify a particular delivery date?

You can request a specific date within 2 working days of your order and we will do our utmost to meet your request and will notify you accordingly.

What is your policy on customer satisfaction?

TheRugClub.com is committed to customer satisfaction. If you are not satisfied with your order please inform us immediately and we will resolve any issues to your satisfaction. Customers have the right to cancel their order for no reason within 7 days from the day after the day the customer receives the goods. Customers also have the right to cancel their order if it has not yet been dispatched. We endeavour to respond to all complaints within 2 working days.

Can I return a rug if I don't want it anymore and get a refund?

You may choose to return your rug by contacting us via email within 48 hours of receiving it. Once we have authorised the return you must arrange for it's delivery to our premises at your own cost within seven days. We will then refund your original payment less any delivery cost which can vary depending on size and weight.

Any damages to your rug's packaging should be noted on the carrier's delivery docket upon receipt as claims for damage cannot be pursued if it has been signed for as received in good condition.

Please read our terms and conditions for full details. Please note that this returns service does not apply to custom size rugs or stair runners.Terms and Conditions

What if you don't have all of the items in stock?

All of our products are normally in stock. If any products are not in stock, you will be informed immediately and given the option to cancel your order or accept a longer delivery time.

*Notes on Delivery
All deliveries are free to anywhere in the U.K. or Ireland, except where the customer requests a time-slot delivery in which case there will be a small charge. Free delivery within 10 days is available to anywhere in the U.K. or Ireland. Shipment of orders may be delayed if extra security and anti-fraud checks are required. You will be informed if this occurs. Your order will still receive free delivery but it may not be within 10 working days.

Delivery to outlying parts of the U.K. or Ireland will be made subject to the ability of our carriers to deliver to those locations. We will always do our upmost to ensure delivery anywhere in the UK or Ireland.