Why buy from Rug Bugs?

We are an independent family run business, with over 100 years experience in the Rug Trade. We are a substantial stock holder, enabling us to deliver swiftly and efficiently to any location. We also have a showroom, which provides our customers with the opportunity of overseeing their rugs before making their purchase. We realise that customer satisfaction is absolutely key to our business, which is why it is our guiding principle and the reason why so many of our customers come back to us time and time again.

How can I place an order?

You can place orders in 2 easy ways at your convenience, either over the internet via our secure payments gateway powered by SagePay, or if you prefer please contact us by phone and one of our advisors will be happy to take your order.
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What is the order process?

Simply browse our online catalogue and click "Buy" on to any item(s) that you wish to buy, although these items can be removed later if you wish to do so. When you have finished shopping, click on the "checkout" button which takes you to the order page. Enter your details and credit card information and send them to us via our secure server. If preferred, you can also telephone us and place the order over the phone to process payment instead.

What methods of payment do you accept?

We accept all major credit cards via our secure server and can accept payments over the telephone through our telephone payment service.

Do RugBugs' prices include VAT?

All our prices are inclusive of VAT, we are infact not currently passing on the VAT increase of 2.5% to our customers and will be absorbing the cost ourselves (until further notice). We are also able to provide you with a full VAT receipt if you need to claim back the VAT. (Business Purchases)

What are RugBugs' delivery charges?

RugBugs' products are delivered by main stream national couriers to ensure safe and swift delivery (see delivery info), and are FREE to the majority of UK mainland locations. Please see our delivery information for full details.

What happens if I cancel my order?

For items we hold in stock, if you cancel your order prior to it being dispatched you will not incur any charges and a full refund will be applicable. If your order has already been dispatched simply send your item back to us within 7 days for a full refund.

How do your prices compare to others?
 
We are a long established rug distributor and our expert buyers source only the best quality rugs from around the world. As such, our prices reflect this and we are sure you will feel the same. If you do find any rug of the same size and quality, we will offer a price match. Please see full terms and conditions.

When will you dispatch my order?

We will normally dispatch your rug within 4 - 6 working days if the item is in stock, some items may take longer if they are made to order or if in transit. We will try to give you an estimated delivery time if it is a special order item.

When will my goods arrive?

Most of our items are sent via courier and are generally delivered within 2 working days after dispatch, we will keep you informed via email and/or telephone.

Do you have an after sales service?

We want you to be completely satisfied with the goods you have ordered and with your shopping experience. If you have a query with any aspect of shopping with RugBugs' then please feel free to contact us.

What happens to my personal details?

Your personal details will remain strictly confidential and are not passed on to third parties whatsoever. We do hold a data protection licence and treat any personal information with the highest confidentiality.

What is your returns policy?

For full details please see our Terms and Conditions.

Will my goods have a guarantee?

All goods carry a minimum 12 month manufacturer’s guarantee against materials and workmanship.

How safe is it to give my credit card details online?

RugBugs' uses a secure server and a system from Paypal for all credit and debit card payments and we have never had a reported incident involving credit card fraud using this system. In fact, Paypal is one of the largest internet payment processing organisatios in the world. We are confident that our security will keep shopping with us an enjoyable and safe  experience.

Do you have a showroom?

As we are an importer and distributor of rugs, we operate from a commercial warehouse facility, these premises are not suitable for the general public due to health and safety reasons. We do offer all of our customers a 7 day option of returning a rug, if you change you mind simply return the rug and we will give you a refund.

Are the sizes in inches or centimeters?

All sizes are measured and shown in centimeters, please note that sizes are approximate and can vary. In particular hand tuffted rugs are made individually and sizes can have some flexibility.

How accurate are the colours?

We are always striving to ensure that the colours are as accurate as possible, but it is impossible for us to guarantee that the rugs will be exactly as shown on your computer sreen, due to the amount of colour variables involved. Please do give us a call to discuss or come into our showroom, where we can arrange a viewing prior to your purchase 

Do you deliver outside of the UK?

Yes we do and are happy to deal with any paperwork relating to the specific country (if applicable). Delivery charges obviously vary, but gives us a call, where we will quote you a price for delivery.

How do you ensure that no child labour has been used?

We are an ethical retailer and have long standing relationships with only trusted manufacturers. Moreover, many of our rugs bear the RUGMARK and CARE & FAIR Labels, guaranteeing that no child labour was involved in the production of the rugs.

Do you send any confirmation emails?

You will receive two emails, one immediately after you place your order and a further update email, which will confirm the date of delivery for your rug.