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rugs faq
Buying a rug
Can I buy a rug online? open faqClose close faq

Our online shop offers an extensive collection of designs you can customize online and then buy. Choose a rug then specify size, thickness and shape and your rug price is worked out according to these factors. Optionally you can edit any of the colours in your rug from our comprehensive palette of 480 tones.

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What rugs do you sell & how much do they cost? open faqClose close faq

Our online shop offers an extensive collection of exclusive hand tufted pure wool rugs, hand tufted New Zealand wool rugs and hand knotted New Zealand wool rugs, which can purchased online 24 hours a day.

Rugs in our online shop can be fully customised allowing you to change colours, size, shape and the pile depth. All rug prices are displayed by square metre or square foot. To get an exact price simply choose a rug you like and key in your required size. * delivery charges are free when your order value exceeds £250

Rug Couture provide a much larger range of materials, weave styles and configuration options than 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 and any combination.

Learn more about our range of materials & prices or get a bespoke rug quotation

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Can I change the colours in the rugs in your online shop? open faqClose close faq

Yes in our online shop any colours can be easily changed by using the 'edit colour' menu above the main product image. This enables you to choose from our palette of over 300 colours.

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Can you make rugs from my own designs? open faqClose close faq

Absolutely! Our design team and weavers working together can render simple right up to complex designs in wool, silk and/or rayon, or a combination in most shapes and sizes. Call us or send us your designs and specifications including sizes for a quote.

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How can I be assured that you will correctly render my chosen design? open faqClose close faq

Within a week of placing your order we will email you a graph created by our Rug design team that shows your design and how it has been scaled to the size you have chosen. This will be the graph that the rug makers will use to create your rug. You can be confident that pattern scaling/repeats are correct before a single knot is woven or tufted. You can modify your design any time before production by emailing us at or by using our online contact form

When your custom rug is completed we will email you images of the finished rug/s at our rug production facility, advising you of the expected shipping date.

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Do you keep any stock? open faqClose close faq

No. All of our rugs are hand made to your specified configuration and size.

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Do you offer a discount for bulk orders? open faqClose close faq

Yes please contact us for more information.

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Do you offer trade discount? open faqClose close faq

We enjoy working closely with interior designers, architects, artists, construction companies and more. Please contact us for more information about our trade service and pricing plans.

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What methods of payment do you accept? open faqClose close faq

Credit Card - Online - Payment can be made securely online at Rug Couture through our trusted partner WorldPay - Most major credit cards or debit cards are accepted. Card payments can be taken 24 hours a day, 7 days week and transactions are fully encrypted and 100% secure.

Credit Card - Using Telephone - You can also pay by credit card over the telephone between 9.00am - 5.00pm, Monday to Friday. Please place your order first online and choose 'Telephone/Fax order' at the checkout after providing us with your address and delivery information. One of our friendly customer service representatives will call you to process your payment.

Paypal - You can now pay securely online by PayPal as an alternative to Worldpay. Simply place your order first online and select 'Paypal' as your method of payment at the checkout after providing your address and delivery information.

Bank Transfer - you can also transfer funds directly using online banking. Please contact us for more details


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I've ordered a rug online and haven't received my invoice what should I do? open faqClose close faq

Once your order has been placed you should receive an order confirmation email with a copy of your invoice enclosed. If you've not received it and you've checked your spam folder please contact customer services with your order no. And we will be pleased to assist you.

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About our rugs
Do you offer rug samples open faqClose close faq

If you require samples of tufted wool we can offer this for free in a stock colour, and in cases where you need to see a handtufted or handknotted example of your colour and design we can provide this for a small fee. Please contact us for futher information.

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Do you offer colour samples? open faqClose close faq

Yes in our online shop you can order colour samples. Simply view the rug/s you like and click the 'order samples' link adjacent to the main image and provide us with your address. You can also email or call us with your request.

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What are your rugs made of? open faqClose close faq

All of our rugs available to buy in our online shop are made from 100% pure wool and are cotton backed. We also offer a fully bespoke service and create pieces in New Zealand wool, pure silk and artificial sik.

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What will the final product look like? open faqClose close faq

All rugs on display in our online shop are computer generated representations of a real item. Minor aspects of the finished product will differ. To see examples of finished rugs please visit our customer rug gallery.

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 +/-3% tolerance in colour due to the handmade nature of the product alongside a +/- 3% tolerance in the size.

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Do you offer a printed brochure? open faqClose close faq

With our large online design portfolio and the option of customising available, we do not provide a printed brochure/catalogue.

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How do I know the rug colours are correct on my display? open faqClose close faq

We have gone to every effort to match the colours seen on the screen to the actual colour of the rug, however, due to the differences between computer monitors and smart phone screens this cannot be guaranteed. To help we offer a free colour sample service for all colours.

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How do you match a colour not available on the site? open faqClose close faq

We have an extensive colour palette of over one thousand colours, in the unlikely event that your colour is not available we can colour match from paint samples, fabric samples or the pantone colouring system. For more information about sending us your colour or fabric samples please click here.

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Has child labour been used? Close

Rug Couture can assure that no child labor was used in the making of your rug.

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Rug sizes
What sizes are available? open faqClose close faq

Theoretically there is no maximum or minimum size. Every rug is bespoke and hand made to measure.

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What is the minimum size available to order? open faqClose close faq

There is no minimum size however, there is a delivery surcharge for any orders under the value of £250.

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Care and cleaning
Are your rugs easy to clean? open faqClose close faq

Rugs from our online shop 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. You can add Scotchgard stain protection to your rug for a small extra cost at the checkout before paying.

Click here to view our wool rug care guide

We can supply a range of 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.

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Who do you recommend for cleaning assistance ? open faqClose close faq

For cleaning assistance we recommend the national carpet cleaners association Tel 0116 271 9550

Highgrade have over 45 years experience and are Rug Couture's chosen company for professional cleaning and stain treating for all flooring materials available including Wool, Art silk and Pure Silk - Tel 01923 227 207
0r 0207 183 0010

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My hand tufted rug is shedding fibres, is this ok? open faqClose close faq

Shedding is a normal characteristic of hand tufted rugs and occurs when fibres within the yarn work their way to the surface of the rug. Shed fibres expand with air and therefore appear to be a lot more bulky than they actually are. Do not become alarmed; your rug is not disintegrating! In fact, the effect of such fibre loss on the total pile weight is negligible. Please rest assured that shedding will not affect the durability or beauty of your rug in any way.

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Can the rug be dry cleaned? open faqClose close faq

No, please do not dry clean your wool rug.

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Are your rugs flame retardant? open faqClose close faq

The hand tufted wool rugs available to buy in our online shop have been successfully tested to BS4790 (hot metal nut method)

This means If the rug is ignited from a small source of ignition such as a lighted match or a glowing coal the flame will not spread under normal conditions in the absence of a supporting thermal radiation. The test results relate to the behaviour of the test specimens after application of a small source of ignitions.

Can the rug be dry cleaned? open faqClose close faq

No. The rugs available to buy in our online shop are 100% wool and cotton backed. We use natural dyes where possible and use natural latex when applying backing.

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How long does delivery take from when an order is placed? open faqClose close faq

Shortly after placing your order you will be sent a digital graph showing how your rug is expected to look upon completion. Once you have confirmed that you are satisfied with the graph, your rug will go into production. Generally, you will receive your hand made rug approximately 6 weeks after graph approval, although some large complex/pieces can take up to 8 weeks or longer. For rugs in our 'Faded collection' due to the levels of intricacy in production require a minimum of 8-9 weeks.

Plain rugs are available from just 4-6 weeks *12-14mm pile depth.

Please note standard delivery (Monday-Friday between the hours of 9 AM to 5 PM) is a one man courier delivering to the door. If you require delivery on a specific date or time or if you require a two man delivery or assistance carrying in the order / rolling out the rugs / disposing of packaging etc. please contact us for a quote.

Express delivery is available - if you need rugs in a quicker time frame contact us for details.

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There is restricted access to my property, will this affect delivery? open faqClose close faq

If you live in a restricted access property, such as a top floor flat, a gated property, a property situated on or near a narrow road, or anything else that may hinder a delivery, additional delivery charges may apply. When purchasing a product you will be asked whether you live in a property with restricted access. If you do, one of our sales team will contact you after ordering your product to determine whether additional delivery charges will apply based on your circumstances.

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How much does delivery cost? open faqClose close faq

Delivery is free for orders where the total value exceeds £250. If your order value sits below the threshold then a surcharge for your location is added in the cart. You can easily avoid sucharges by ordering more rugs or choosing a large size.

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Do you deliver worldwide? open faqClose close faq

Yes. We deliver to most international destinations throughout the world. delivery. All items can be tracked on the web upon dispatch.


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Can I track the progress of my order online? open faqClose close faq

Yes as soon as your rug is ready for shipping we will provide you with a tracking number which can be used online.

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What times of day do you deliver? open faqClose close faq

As soon as your order is ready to be dispatched we will contact you to arrange a suitable delivery date.

Deliveries takes place Monday to Friday 9.00am-6pm. We will provide you with your unique tracking number.

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Can my countries customs/import duties affect my order? open faqClose close faq

Where applicable we prepay duties for international shipments at their point of departure. In the unlikely event that you are contacted by customs in your country requesting additional duty fees, please pay them and we will reimburse you immediately.

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Returns policy
Can I return the rug if I don't like it? open faqClose close faq

Due to the nature of our floor coverings being custom made to your sizes/colours etc they are non returnable unless damaged or defective.

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What happens if the rug is damaged, can I return it? open faqClose close faq

When your rug arrives, if the packaging is not perfect please sign for your item as 'damaged'. Failure to do so could mean we're unable to replace your rug in the event that it has been damaged. If you do not sign for the item 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.

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