Frequently Asked Questions
- Q. Do you have a catalogue that you could send me or a showroom I can visit?
- Q. Can I get a sample before I buy?
- Q. Are the colours on your website accurate?
- Q. How do I know if the item I want is in stock?
- Q. What happens once I’ve placed my order?
- Q. How can I check on the progress of my order?
- Q. How will I know when my order is being delivered?
- Q. What if I want my order delivering to a different address?
- Q. Do you deliver to Northern Ireland and other offshore UK locations?
- Q. Do you deliver outside the UK?
- Q Do I have to sign for my delivery?
- Q. What do I do if my order is damaged when it’s delivered?
- Q. If I decide I don’t like my purchase, can I return it?
- Q. What happens if my goods are faulty?
Q. Do you have a catalogue that you could send me or a showroom I can visit?
A. No. Our website is our shop window and our catalogue. We are constantly updating our product ranges and adding new items so when you look at our website, you are viewing the current catalogue. We do not hold stock at our despatch office; we call off stock directly from the manufacturer to order for our customers. This ensures we can keep our prices low and our customer service high. If you have a query on anything, you can either use our Contact Form, email us direct at sales@rugsandthings.co.uk or call the office on 01332 603492. We are open to take calls Monday to Thursday from 9am to 4.30pm and on Fridays 9am to 4pm. Depending on the type of query, emails may be answered outside of these hours. We also have an answer phone where you can leave us a message - please speak slowly and clearly when leaving a telephone number or we may not be able to decifer it and will be unable to call you back!
Q. Can I get a sample before I buy?
A. Unfortunately, we do not have samples of our rugs and hall runners (except for the Fiji range - see below) and the majority of our door and bath mats. However, if you are not completely satisfied with your purchase you can return it to us for a full refund as long as you notify us within 7 days of receipt of the item. See our Returns Policy for full details.
HOWEVER - Samples are available for the following items, which are FREE OF CHARGE upon request:
Flotex flooring: An A4 size sample of any of the flotex designs.
Dirt Trapper Mats: 5cm x 5cm colour swatches.
Fiji Rugs and Runners: Small 6cm x 2cm colour swatches.
Sisal Stair Runners: Small 15cm x 5cm piece to show colours and texture.
Door Thresholds: Sample pieces approximately 4-5cm long available for the Posh and Joint door thresholds.
DON'T FORGET TO GIVE US YOUR ADDRESS!
Q. Are the colours on your website accurate?
A. We make every effort to accurately reproduce the appearance of every product on our website. The colours shown are as close as physically possible. Where there is a close up of an item this is usually the most accurate. However, the colour on your screen can be affected by variables such as the lighting in your room or the settings on your monitor. Also, everyone has a different interpretation of colour, so our colour descriptions are a guide only and should not be taken as a definitive description. If you are uncertain about a particular colour and would like more information before you order please call us on 01332 603492 and we will do our best to help you. Some items have samples available that you can request FREE OF CHARGE by calling us during office hours or emailing us via our Contact Form. Don't forget to give us your address!
Q. How do I know if the item I want is in stock?
A. We expect all the items we sell to be available for delivery within the time period stated on the website against that product. If, for any reason, there will be a delay due to the item being out of stock, we will let you know as soon as possible by phone or email and, whenever possible, will advise you of the date the item will be available again. If you elect to place a back order and wait for the item to come in, we will reserve your order from the incoming stock and take full payment to secure the reservation. You can, of course, also elect to cancel the order if you so wish.
Alternatively, you can call us during office hours and ask us to check availability before you place your order. Please give the full details of all items you wish to purchase and a contact number and we will call you back to confirm whether the goods are available to order. If you are enquiring outside of our office hours, you can email us via the Contact Form on our website and we will get back to you ASAP the next working day.
Q. What happens once I’ve placed my order?
A. You will receive an automatic email from our website to acknowledge that your order has been sent to us. At this point, your payment has been acknowledged but has not yet been cleared. No money ahs yet been debited from your card. Once we have physically received your order we will check stock availability and advise of any stock shortages. Once we are sure all items are available for you, your order will be processed on our system and your card transaction security procedure will be completed and payment taken. We will email or post your receipt to you and advise the expected day of delivery. If your billing and delivery names AND addresses are different, as a security measure, we may also send a letter to your billing address, requesting you contact us to confirm the order ebfore any goods are shipped.
If, for any reason, there will be a delay due to the item being out of stock, we will let you know as soon as possible by phone or email and, whenever possible, will advise you of the date the item will be available again. If you elect to place a back order and wait for the item to come in, we will reserve your order from the incoming stock and take full payment to secure the reservation. You can, of course, also elect to cancel the order if you so wish.
The majority of our products are sent directly from their manufacturer but some are sent from our despatch room. We will let you know who is sending the items to you. For those items despatched by us, once they have been collected by the carrier, we will email you with your tracking number. We are unable to provide tracking numbers for orders sent direct from the manufacturer but, if your parcel has not arrived by the date we have given you, please call or email us and we will chase the delivery up for you.
Q. How can I check on the progress of my order?
A. You should receive emails from us at all stages of your order. However, some email filters may push our email into your spam or junk folder, please ensure you put us into your allowed email list. If you are still not receiving our correspondence, if you log on to your account on the website, you can see the status of your order. You are also welcome to call us during office hours or email us via the Contact Form at any time to ask about your order.
For those items despatched by us, once they have been collected by the carrier, we will email you with your tracking number. We are unable to provide tracking numbers for orders sent direct from the manufacturer but, if your parcel has not arrived by the date we have given you, please call or email us and we will chase the delivery up for you.
Q. How will I know when my order is being delivered?
A. Once we receive your order, we will process it and email you to let you know the expected date of delivery. Wherever possible we will keep to the date advised but on occasion it is necessary to amend the date. We will always advise you in advance if possible of a delivery delay.
Goods despatched from our office are delivered by FedEx UK and we will email you with a tracking number once we have booked your delivery so you can check the progress of your parcel online. However, if your order is below the minimum weight for FedEx deliveries, it will be sent by Royal Mail. We send items by First Class Recorded Delivery whenever possible.
However, the majority of our products are delivered direct from their manufacturer. We will advise you when confirming your order as to the delivery details.
Q. What if I want my order delivering to a different address?
A. DO NOT enter your alternative delivery address as your billing address as the payment system will not recognise it and will refuse the payment. You will be given the option at the checkout to choose a different delivery address to that of your billing address, if you would like your goods delivered to a relative or your workplace for instance, but please note that we will always send the receipt to the billing address before despatching the goods and we may also send a letter requesting confirmation of the order.
Q. Do you deliver to Northern Ireland and other offshore UK locations?
A. Yes. We deliver to the locations listed below at the following costs per order:
| Scottish Islands | £25.00 |
| Isles of Scilly | £18.00 |
| Isle of Wight | £8.95 |
| Isle of Man | £18.00 |
| Northern Ireland | £18.00 |
| Jersey & Guernsey | £32.00 |
| Alderny, Sark & Herm | £50.00 |
These delivery charges will be automatically added to your order at the checkout dependant on your postcode. PLEASE NOTE: Timed and Saturday deliveries are NOT available to the above destinations.
NB: The Scottish Highlands are also classed as a non-mainland UK destination and, as such, orders to this area carry a surcharge of £10.00 per order.
Please visit our Delivery Information section for full details.
For some orders we may be able to reduce or waive these charges if the item is light enough to be sent by Royal Mail rather than FedEx. Please call us if you think your order may qualify and we will do our best to help you.
Q. Do you deliver outside the UK?
A. We can deliver to the Republic of Ireland for a charge of £24.00 per order but we are unable to deliver to mainland Europe or other parts of the world. Please see our Delivery Information section for full details.
Q Do I have to sign for my delivery?
A. Not necessarily but it is preferable if you can. We will always let you know in advance when your goods are to be delivered so you can make sure that there is someone in to sign for them on arrival. However, if you cannot guarantee the driver will be able to obtain a signature at your delivery address, you can request the goods to be left either with a specific immediate neighbour who will be in to sign for them or in a secure location on your property. Please be aware though, that if your parcel is damaged and it has not been signed for, you will lose your claim to a replacement as you have no proof that the goods arrived in that condition. Please see "What do i do if my order is damaged when it is deilvered" below.
Q. What do I do if my order is damaged when it is delivered?
A. When you sign for your delivery, please check your item(s) carefully. If they are damaged in any way, please write next to your signature “DAMAGED”. This is your proof that the goods arrived in that state. If you do not have time or are unable to check them for any reason on receipt, please mark next to your signature that the goods are “UNCHECKED”.
Failure to do this will void your claim for a replacement. We may ask you to email us photographic evidence if possible. We will then arrange arrange with you for the item to be returned. We may ask you to send the item back to us or the manufacturer via Royal Mail Recorded Delivery but you will be refunded in full for any postal costs once the item ahs been received at its destination. However, occasionally, the manufcaturer will deem it non-cost effective to collect or have the item returned and will instruct us to ask you to destroy the damaged item. Your replacemtn will be sent out as soon as possible.
If you are having your goods delivered to an alternative address, where someone other than you will be signing for delivery, please ensure they know to sign for damaged goods as above.
Please note that if you request the goods to be left on your property without a signature, this will void your claim to a refund or replacement if the items are later discovered to be damaged.
Q. If I decide I don’t like my purchase, can I return it?
A. You can return any item - that is not listed on the website as a non-returnable item (see below) - to us for any reason as long as you notify us by phone or email within 7 days of receiving your goods. You will be responsible for the cost of returning the item and we usually recommend our customers return goods via Royal Mail Recorded Delivery as it is the most cost effective way and can be tracked. However, for large items or where a customer doesn't want to arrange their own return, we can arrange a collection on your behalf, the cost of which will be deducted from any refund due. A list of charges can be found in our Returns Policy section. If you do not let us know within 7 days, you forfeit the right to a refund on return the goods unless they are faulty. We may offer an exchange or credit note ONLY in this case.
We do not accept returns of stair rods, Flotex, anti-slip underlay, cut-to-length carpet protector, cut-to-length sisal stair runners and hall runners, personalised rugs or custom size doormats as these are made to order and are sold as non-returnable items unless they are deemed to be faulty or damaged on arrival.
Q. What happens if my goods are faulty?
A. All our products are carefully checked before despatching them but if you should receive an item that is defective, please let us know immediately and we will arrange for the item to be returned to the manufacturer for analysis. If they agree the item is faulty, we will contact you and arrange for either a replacement or a full refund to be given to you. If we have asked you to return the goods to us or the manufacturer for inspection, the cost of returning the item will be refunded to you if the item is deemed to be faulty.
Please note that all rugs, runners and bath mats have a tendancy to shed when new. THIS IS NOT A FAULT. Allow upto 6 weeks for shedding to stop on wool rugs and upto 4 weeks for man-made fibre rugs. Always wash your bath mats/sets on receipt before use and remember to put them into a pillowcase or similar to avoid the "fluff" clogging up your washing machine!