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FAQ's

Change or Cancel an Order
Tracking Your Order
Returns and Refunds
Delivery
Account Information
What happens if my order arrives damaged or I receive the wrong product?
Price Match Guarantee
Out of Stock Products
Payment Options
VAT Receipts and Refunds
Product Reviews and TrustPilot Reviews
Complaints Process
International Orders
Contact Us

 

Change or Cancel an Order

If you would like to change or cancel your order contact us immediately on 0845 165 6225 (Int: +44 28 302 50027). If your order has not been dispatched we will arrange a cancellation and a refund or exchange.

If your order has already been dispatched or delivered, then you will need to follow our Returns Procedure in the event of any unwanted products.

If you need to change your delivery details contact us immediately on 0845 165 6225. If your order has not been dispatched we will ensure your delivery details are changed. If your order has been dispatched and it is to an incorrect delivery address we cannot be held liable for any losses incurred by you through placing the order.

Please have your order number ready to quote.

Tracking Your Order

You can keep up to date with the progress of your order from order placement to dispatch by logging on to My Account and selecting View Orders.

Once your order has been dispatched we will email you any available tracking information so as you can track your delivery. If no tracking information is available we will provide as much information as possible on estimated delivery dates.

Please contact us for further information on tracking your order.

Returns and Refunds

Click here to view our full Returns and Refunds Policy

Delivery

Click here to learn more about our delivery services

Account Information

You can view and edit all of your account information by clicking on the My Account link at the top right of every page. You can also select communication preferences and opt in or out of newsletters in the My Account page.

If you have created an account, it is strongly advised that you do so in order to retain a record of your orders, track shipments, edit preferences, receive discounts and to make the checkout process more straightforward for future order.

If you have any difficulty creating or editing an account then please contact us.

What happens if my order arrives damaged or I receive the wrong product?

If your order arrives damaged or you receive the wrong product then please follow our Returns Procedure or contact us for further information.

Price Match Guarantee

We do our best to ensure that we offer the best prices on all of our rugs. Therefore if you purchase a rug from us and find it cheaper on another retailer's website (including postage costs) within 7 days, let us know and we will refund you the difference!

Out of Stock Products

We understand that it is frustrating to see items on the website that are out of stock – we continue to display these items so as you are aware that they are items we do normally stock and to allow you to request an email notifying you when the item is back in stock.

On rare occasions our stock system does not update items correctly and an item may be available for sale that is out of stock. If this does happen we will contact you immediately to correct the error in a way suitable to you.

Payment Options

We offer you various ways to pay for your order including:

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You can also use a combination of gift vouchers and any payment method we accept to pay for your order

VAT Receipts and Refunds

To obtain a VAT receipt, please sign into your account and then click on the View Your Order link to print out your VAT receipt.

Unfortunately, we don't have the facility to deduct VAT when charging for goods. If you're resident in the Channel Islands or The Republic of Ireland and qualify for a VAT refund, please Contact Us, after your goods have been delivered and we will then credit the amount of VAT charged.

Product Reviews and TrustPilot Reviews

We are extremely proud of our reviews and take them very seriously. Reading feedback from existing customers is the most effective way for future customers to get to know our products and trust in our service. We invite customers to submit photographs of their rugs to show other customers how the rug looks in other settings.

All of our reviews are 100% genuine and we do not cherry pick reviews for display on our website. It may take a few days for your review to appear – this is because we have to confirm the review is from a genuine customer and not a spam review. Click here to view our independent TrustPilot reviews.

Complaints Process

We hope that you are pleased with your purchase from us and the service you have received and that you’ll never have a reason to complain – but if there is something you’re not happy with please contact us to let us know. We take all feedback very seriously and we will try to put matters right as we pride ourselves on outstanding customer service and would hate to disappoint any customer.

International Orders

We offer delivery of our products throughout most countries in the world and you can complete your order for international delivery very simply through our checkout process.

Click here for International Delivery

Click here for International Returns

If you have any enquiries regarding International orders then please contact us via:

Email: support@therughouse.co.uk

Telephone: 0044 2830 250 027 (Mon-Fri 9am – 5pm GMT)

Contact Us Form

Contact Us

Email: support@therughouse.co.uk

Telephone: 0845 165 6225 or 02830 250 027

International Phone: 0044 2830 250 027

Post:
The Rug House Ltd.23 Shepherd’s Way
Carnbane Industrial Estate
Newry
Co. Down
BT35 6EE

Opening Times: Monday – Friday: 9am – 5pm

Contact area for B2B:
Marketing: marketing@therughouse.co.uk
Purchasing: purchasing@therughouse.co.uk
International: globalsupport@therughouse.co.uk
Shop: showroom@therughouse.co.uk

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