Find answers to the most frequently questions we get asked. For anything not answered here please contact us.
Rugs in our extensive customisable rugs range are available in different formats including; hand tufted, handknotted, flatweave, shaggy, outdoor and more, all of which can purchased online 24 hours a day.
Our rugs are fully customisable allowing you to change colours, size, shape and the pile depth. All rug prices are displayed by square metre/foot. To get a price simply choose a rug you like and specify your required size. * delivery charges are free when your order value exceeds £250. If your total order value is less than £250, a delivery surcharge will be added at the cart/checkout.
Rug Couture provide a much larger range of materials, weave styles and configuration options than we can show in our online shop. Together with our design team, our master rug weavers can create nearly any type of carpet/rug from small hand tufted wool rugs up to intricate hand knotted pieces woven in pure wool, New Zealand wool, silk, artificial silk, recycled pet yard, and in virtually any combination. Get a custom rug quotation
Find a rug you like in our online shop and click one of the colour swatches next to the rug to change the colour.
We can make rugs in most shapes, e.g. rectangular, runners/long, circular, oval, square, and irregular shapes, custom cutouts etc. Please contact us if you would like to discuss a uniquely shaped piece.
Fire tests have been performed in accordance with BS 4790:1987 (2009) and BS EN ISO 11925-2:2002. Fire test 1: ‘The Hot Metal Nut Test' to test the effect of a small source of ignition – the results for our rugs confirmed a classification of ‘Low'. BS 4790 classifications are: High being the worst result and Low being the best result. Fire Test 2: To test ‘Ignitability when subjected to direct impingement of flame' and the results classified in accordance with BS EN 13501-1:2002. The results for our rugs confirmed a flame retardant classification of ‘Class Cfl-s1'. Essentially this means the material would make a ‘limited contribution to fire' and the ‘quantity and speed of smoke emission during combustion would be absent or weak'
We offer free delivery to most international destinations:
Rugs exceeding 3 meters (9.8 ft) in both dimensions may incur a supplemental delivery charge, depending on your location. Our team will provide you with the cost after you place your order.
Delivery costs for bespoke rug orders will vary, depending on factors such as design complexity, materials commissioned, and sizes. Costs are calculated at the time of quotation. Request a free quotation, or contact us for more information.
Express and Super Express delivery service is available for selected products:
To learn more about Express and Super Express, please contact us for a quotation.
Delivery times for bespoke rug orders will vary from 4 to 12 weeks, depending on factors such as design complexity, materials commissioned, and sizes. Costs are calculated at the time of quotation.
Express and Super Express delivery service is available for selected products:
You can enhance your delivery experience with our white-glove service, ensuring a stress-free process tailored to your needs. We arrange installation on a case-by-case basis, please contact us to discuss your requirements.
Upon delivery of your rug and when opening the packaging, do not use a blade; instead, use scissors and cut away from you to avoid damaging the rug inside.
While rare, goods can be damaged in transit. Upon arrival, please check for any packaging damage. If obvious transit damage has occurred, please alert the courier and write on the delivery note the word 'damaged', along with a brief description of any damage observed. This will ensure the returns process is easier and faster.
If for any reason you are unable to sign the delivery note as 'damaged' and there is damage to your rug we kindly request that you inform us immediately and also that you lodge a complaint with the delivery company within 24 hours. Please make a note of the case reference number.
Please contact us immediately quoting your rug couture order number so we can attempt to resolve the situation swiftly.
For faults discovered after unwrapping, or internal damage caused by transit unnoticed at the time of delivery, contact Rug Couture immediately with your order number, a photo of the issue, and a copy of the signed delivery note.
All products are handmade, largely from natural materials. Accordingly, there could well be minor discrepancies (in products as delivered) from any specifications, designs, samples, colours provided or shown to you.
There could be a +/-5% tolerance in colour due to the handmade nature of the product alongside a +/- 5% tolerance in the size.
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.
We can supply a high-quality cleaning and care products that can be used to keep your rugs in perfect shape. These include biodegradable cleaning chemicals and powerful stain removal sprays that have been tested repeatedly on carpets and rugs. Please contact us for more details.
Also, all of our rugs are available with Scotchguard stain protection treatment. If purchasing online you can add Scotchgard stain protection to your rug for an extra cost at the checkout before paying. If purchasing a bespoke rug please tell us if you would like your rug protected.
Highgrade have over 45 years experience and offer professional cleaning and stain protection treatment for all flooring materials available including Wool, Art silk and Pure Silk www.highgradecleaning.co.uk @ Tel 01923 227 207 or 0207 183 0010
We can provide advice, if required, at each stage of the process and also off artworking to assist you with visualisation and client-side communication. All this is ably backed by our samples department and our access to global logistics.
Lead-Time Guarantee
Rug Couture's Lead-Time Guarantee service ensures your custom rug is ready when you need it - without compromising on quality.
Perfectly tailored to your space and schedule, our expert team handles everything from design to delivery, so you can focus on what matters most. Experience seamless service and transform your space or project effortlessly.
For almost two decades Rug Couture has forged strong partnerships with some of the best & most reliable couriers in the world. Logistics are important to us. A strategic advantage that we would like you to benefit from.
We understand your time is valuable and meeting deadlines can be crucial. Our highest level of service: premium-quality custom rugs delivered when you need them without compromise, along with optional white-glove installation service. Our dedicated team is available to fully support you along every step of the way to ensure your rug arrives on-site, on time, and looking flawless!
Click here for more information about our Lead-Time Guarantee service or to book a call with a trade sales representative, alternatively you can contact us using our online form or call us on 0333 222 6514