How can I pay?

Using Sagepay: If you select to pay using our secure and trusted partner, you will be transferred to a secure server to enter your credit/debit card details or select to pay with Paypal.

Amazon Pay: Use your Amazon account to pay for your order. Billing/Delivery addresses and payment methods from your Amazon account can be used for a fast and convenient checkout.

Cheque or Postal Order: Please make your cheque payable to The Rug Seller Ltd, and post to:- The Rug Seller Ltd, 7 Trafford Moss Road, Astra Business Park, Off Guinness Road, Trafford Park, Manchester, M17 1SQ

Are Samples Available?

We do have samples of many of our rugs but unfortunately at this time, we are not offering this service.

Will you share my personal data?

This is a complicated one. If you opt-in to marketing from The Rug Seller you will receive marketing from this trading name only. Your personal data will not be shared with third parties for marketing purposes. We may share your personal data with third parties in cases where it is necessary to fulfil our contract with you (e.g. in the event of an order we will share your personal data with our nominated carrier partner in order to dispatch your order). For more information please view our Privacy Policy

Is Ordering Online Safe?

Yes. The Rug Seller uses a third party to process payment data. This third party uses the latest security and encryption to protect your payment data during the transaction. The Rug Seller Ltd and its employees have no access to sensitive payment information (such as card numbers) and non of these details are stored within our systems.



Where is my Order?

Login into your account on our website and Go to My Orders. (Here you can see your purchase history). Once your order is dispatched, a link will be available which allows you to track your delivery from our courier's website. Still no luck? Head to our Delivery and Returns Page for more information. Alternatively, please contact us directly via email at sales@therugseller.co.uk and we'll respond swiftly to help.

I have an Open Order Processing - what will happen to it / when will it update?

If you have an order set to open processing we will update it once it is on route to you, we'll still deliver it but please allow extra time for our suppliers and couriers to get your order to you. Please check 'My Account' or contact our Customer Services directly by email at sales@therugseller.co.uk for the latest information on your delivery and order status.

We appreciate your patience at this time and we will update you via email or telephone as soon as we have updates on your order. You will of course get all your tracking information once your order is dispatched from us on route to you - please allow up to 24 hours for your Tracking to Update once you receive the 1st Tracking email confirmation (Our Couriers systems need time to update the journey of your order).

How do I track my order?

Please read our full Delivery information to help answer your question and to help you track your order.

How long will delivery take?

Each product on our website has a lead time displayed on the product page. On normal products, lead times range from 1-2 days to 10-14 days. Custom sized products can have significantly longer lead times but these are advised before checkout. For more information about lead times please see our delivery & returns page.

Where is my Tracking number?

Your tracking number is supplied to you in email and you can also login at any time to our website to get updates on your order, as well as full tracking information for your order.

Why is my Tracking number not showing anything / updated as of yet?

Your order has been processed and is waiting for the collection from our Couriers, who will then scan your Item/s to allocate your tracking number. Please allow up to 24 hours for our Couriers to update their systems on the current location on your order.

My order says it is processing, what does this mean?

Your order is in progress and will be updated as soon as it is received to us in our dispatch warehouse, ready to be collected by couriers to then deliver to you. Depending on what item/s you have ordered will have pre-stated the delivery time frame for the particular item ordered. We will of course contact you if there any further delays of your order from our suppliers.

I ordered several days ago and my order status is still 'processing'?

Don't worry, this is normal. Orders will show as processing within our system until the point it is dispatched (for UK-Mainland customers this is 1 working day prior to delivery).

What is the delivery cost?

We offer free UK delivery over £49 (or £3.95) to addresses in the UK-Mainland (excluding Highlands, Islands and Northern Ireland). For more information about our delivery options please see our Delivery & Returns page.

Can I return my purchase?

Yes - you are welcome to return your order to us for a refund or exchange within 28 days. In the case of non-faulty returns, the returns postage is to be arranged and paid for by you as the customer. For more information please see our Delivery & Returns page.

What do I do if I received the wrong item?

Requesting a replacement is easy, simply contact Sales@therugseller.co.uk with a photograph and we will come back to you to arrange a new delivery or return.

Where is my Refund?

Once we receive your returned item it will be checked and processed. Please allow 3-5 working days for processing your return - please see our Returns page for full T&C's.

Can I visit your Manchester Showroom?

We have permanently closed our Manchester Showroom until further notice. The health, safety and wellbeing of our customers and team members is our utmost priority and with a heavy heart, we have made the decision to permanently close our Manchester Trafford Showroom until further notice. Please do not come to our Manchester Showroom and instead please contact us in the first instance.



Which payment methods are available?

You can pay with absolute ease and security with one of the following payment methods: amazon pay, cheque, credit card, debit card, PayPal, or telephone order. For further information regarding our payment methods please click here.

Can I be absolutely carefree when paying in advance?

Definitely. Our company has achieved its current success exactly for its trustworthiness. Among other things, in fact, we grant our customers the maximal security also thanks to Trusted Shops' certificate. For further information regarding Trusted Shops' buyer protection and the high-standard requirements to earn this prestigious seal, please visit Trusted Shops' website.

Will I receive a VAT invoice?

Yes, an ordinary invoice will be attached to any item to be delivered.



I ordered a rug several days ago, and my order is still ‘processing’?

Don’t worry, this is normal. Orders will show as processing within our system until dispatch.

I ordered more than one item. Is it possible to dispatch them together?

We automatically dispatch all your items together if they are available at the same time. If this is not the case, due to different delivery dates, for example, items will be sent separately, but you will not be charged with additional costs.

What is the standard delivery time? When will I receive my items?

Deliveries to UK Mainland generally take 7-10 business days. However, out lead times range from 1-2 days to 10-14 days. Please note that this only applies for items which are marked as "in stock" at our online store. In all other cases, delivery times provided in the product overview apply. Custom sized products can have significantly longer lead times, but these are advised before checkout.

Can I track my order?

Of course. After your order has been dispatched, you will be sent an order confirmation where you can find your parcel number and a tracking link. This allows you to easily check the status of your order at any time.

Can I pick up my ordered items directly from your warehouse?

No not in Covid Time.

Which delivery options are available and where can I find the corresponding shipping charges?

We offer free delivery to all UK Mainland addresses. Additional information on offshore UK delivery can be found here. We kindly ask for your understanding that our partner courier companies are in charge of ensuring the quick and smooth delivery of your order.


I would like to return my rug. What should I do?

You simply have to return the goods at your own expense within 30 days. We kindly advise you to inform our customer service team before doing so. Be sure to fill out our returns form and send it back with the item. As soon as we receive the returned item, you can either get a refund or another product of your choice. For further information concerning our return policy please see our Delivery & Returns.

I am not satisfied with the item I ordered. Could you send me another one instead?

Due to technical reasons, it is currently not possible to exchange two items. If you do not like the item you ordered and would like to replace it with another one, please order it at our online store. This allows you to receive your favoured item even faster. The other item has to be returned separately.

A faulty item has been sent to me. What should I do?

Unfortunately, such cases can happen. In case of any defect in the delivered item, please contact our customer service team via email or call and kindly describe it. Moreover, we cordially ask you to send us a photo of the good you received in order to ease such a procedure. Should the defect not be possible to be determined with the information provided, we'll have the item examined by the manufacturer. Once the defect is determined, you'll be sent another product, with maximal urgency and for free. We cordially remind you that the amount paid cannot be refunded, should the complaint be sent after the above-mentioned withdrawal deadline.

The wrong item has been sent to me. What happens now?

In the unfortunate event that you didn't receive the item you ordered, we kindly invite you to contact our customer service team so that the problem can be immediately solved. Moreover, we cordially ask you to send us a photo of the good you received in order to ease such a procedure. As soon as the mistake is confirmed, the wrong item will be picked up and you'll receive the correct one for free.



What kind of warranty comes with your products?

Please read our Terms & Conditions for further information.

Do items' colours correspond to the ones displayed in your online stores images?

We do our best to display high-quality images of our products in order to catch even the slightest details. Yet, the colors in the pictures may differ to some extent from the real ones due to the colour settings of your computer. In any case, shouldn't the colour shades meet your expectations, you can still return the item without any problems thanks to our 30-day return policy.

What different materials are your rugs made of?


The product I'm interested in is no longer available. When will it be in stock again?

Should the product you like be sold out, you can choose to be informed as soon as the good is once again available. In case of any further question or interest in custom made items, please do not hesitate to contact our customer service team. As always, we will be more than pleased to help you.

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