Below is a list of frequently asked questions. If you do not find the answer you are looking for here please do not hesitate to contact us for more help.

Q: How can I contact you ?
You can contact us at : Rug Store 329 Upper Richmond Road West, East Sheen, London SW14 8QR, the store’s showroom is open 6 days a week 10.00am - 6.00pm Monday to Saturday Tel / Fax: 020 8876 0070 Email: info@rugstoreonline.co.uk
Q: How do I buy?
You can buy online or by phone, as you wish. Look around the site and find the rug that is right for you. Then either phone us on 020 8876 0070, or click on the ADD TO CART button and follow the on-screen instructions to pay. We accept all major credit and debit cards (all prices in British Pounds), your credit card company will handle the currency transaction if one is required. If you would prefer to speak to one of our sales advisors, payment can be taken over the phone, Orders will normally be despatched within 7 days. Cheque and Postal Order also accepted, please make payable to Rugstore, postal address, 329 Upper Richmond Road West, East Sheen, London SW14 8QR.
Q: How secure is online payment?
We are very security conscious. We use strong SSL encryption on any pages where you enter your personal details. You may pay online or by phone using either your PayPal account, or any of the credit and debit cards shown below. Online credit card and debit card payments are handled by Protx and our merchant acquiring bank Abbey. Together they provide a secure internet payment system for both credit and debit card payment. All payment information is securely encrypted using state of the art SSL encryption.
Credit Cards
Q: What is SSL, and how does it protect my privacy?
The SSL protocol in use on this site is the Web standard for encrypting communications between users and SSL (secure sockets layer) e-commerce sites. Data sent via an SSL connection is protected by encryption, a mechanism that prevents eavesdropping and tampering with any transmitted data. SSL provides businesses and consumers with the confidence that private data sent to a Web site, such as credit card numbers, are kept confidential. View our Privacy Policy.
Q: If I don't like the rug, can I return it?
Your satisfaction is our number one priority. If you wish to modify, exchange or cancel your order please contact our Customer Service via e-mail within 48 hours of delivery to info@rugstoreonline.co.uk or call 0208 876 0070 for a Cancellation number stating your wish to cancel, modify or return your order. Goods can be returned within 7 days of delivery should it be unsatisfactory. The item must be returned undamaged, in its original condition and packaging, you are responsible for the cost of returning the item. Please see Terms & Conditions for full details.
Q: How will my purchase be delivered?
We ship via UPS (United Parcel Service) and Parcel Force, who will ensure that your Purchase arrives with care and in a secure plastic packaging. Delivery is usually made within 5 - 7 working days in the UK, all other destinations will be will take 7 - 10 working days

Next Business Day Delivery - Delivery GUARANTEED by end of next working day. Order must be placed before 12.00PM GMT (Monday - Friday). Please note signature is required on delivery.

Q: How good is the colour match?
Please note, whilst every effort is made to accurately reproduce the appearance of each Rug we stock we can not accept any responsibility for the colour misrepresentations. Different colour display settings on computer monitors can have an effect on the appearance of colours in our Rug images.
Q: How old are your rugs?
We sell rugs of different ages (New, Old, Antique). We believe rugs are like wine: the older, the more valuable. We also indicate the Origin and City/Village of our Rugs.
Q:How often should I have my rugs cleaned?
For a rug under moderate use, the longest you should wait in between professional cleaning is two years. Entry rugs that get high traffic, or rugs that are in areas with a lot of activity from small children or pets, can be cleaned annually. Because wool has the ability to hide a great amount of soil and contaminants before it “looks” dirty, a consistent dusting (vacuuming) routine is important to help you extend the length of time in between professional cleaning. We also offer Free Consultation for Rugs Cleaning, Rugs Repair and Rugs Restoration.
Q: Do I need a pad or underlay for my rug?
Maybe. It depends on your floor covering. If you have marble, wood, ceramic, or slate floors, you will probably need a pad or Underlay to prevent movement of your rug. However, if you have wall-to-wall synthetic carpets and are planning on placing your rug on top, you probably do not need a Pad or Underlay. Contact us for a Free Consultation.
Q: Do you have a catalogue?
Because our website is our catalogue, we don't produce a paper version. This not only means we can keep costs down, and pass the savings on to our customers, but we can also constantly update and increase our range.
Q: Where were your rugs, carpets, runners and kilims made?
We Specialising in rugs, carpets, runners and kilims from Turkey, Persia, Caucasia and Afghanistan. With a fantastic range of New, Old and Antique Oriental pieces, from natural fibres to hand-woven fashionable and contemporary designs masterpieces from all over the world.
Q: Carpets & Kilims what’s the difference?
The difference between a kilim and a carpet or pile rug is that whereas the design visible on the kilim is made by interweaving the variously colored wefts and warps, thus creating what is known as a flatweave, in a pile rug individual short strands of different color, usually of wool, are knotted onto the warps and held together by pressing the wefts tightly against each othe. In this case the whole design is made by these separately knotted strands which form the pile, and the patterns become clearly visible after any excessive lengths of the knotted materials are shorn off to create a level surface. Please view our online article.
Q: Do you only sell Rugs, Carpets, Runners and Kilims?
Rug Store also stock Kilim Cushion Covers, Kilim Patchwork, Bags, Handbags, Saddlebags, Trappings, Jijims, Kilim Stools, Kilim Chairs, Kilim Sofas and Kilim Accessory, offering a high level of product guarantee. We also offer Free Consultation for Rugs Cleaning, Rugs Repair and Rugs Restoration .


For full details please click here to see our Terms and Conditions