Quick Help

PLACING YOUR ORDER

Do you have a Showroom?

We no longer operate a showroom here at Land of Rugs. In our experience, we have found that the the true way to find whether or not the rug you love is perfect for the area is to place it in the room. This is the only true way to know on how the design, colour pile height and texture is right for you and the room that it will be placed in. Our Free Delivery and Easy Returns allows you to do this with ease. To find more out about our returns procedures, click here or call us on 01332 294787.

How to Pay

We accept a variety of payments, these include:

. Visa/Debit

. Mastercard

. Maestro

. American Express

. PayPal

For international and business payments, we are more than happy to raise a payment request by invoice. Alternatively, please call us on 01332 294787 or fill ton online contact form by clicking here

Will my information be shared?

The information you provide for your order will only be used for the purpose of us delivering our service to you. We operate from various Warehouses across the UK and Europe, in order for us to be able to provide a speedy service, we use multiple different couriers to deliver our rugs direct to your home.  From time to time we may keep you updated with seasonal offers, exclusive discounts and new product launches, don’t worry, we will not fill your inbox up with emails. If you prefer not to continue to receive these, simply click unsubscribe on your email, this will remove your details from newsletter lists.

Is online shopping secure?

The confidence you have in our site is imperative. We pride ourselves when it comes to security, we have partnered up with a third party who provides the latest security and encryption to protect you whilst shopping on our website.

To help identify whether the site you are using is secure look for both the padlock symbol in the URL bar. You can also tell the website is secure as the ‘http’ will be replaced with ‘https’ at the front of www.landofrugs.com.

Can I order a sample for the rug I am interested in purchasing?

The availability of samples is all dependant on the rug you are looking to purchase. Most products where a sample is available is displayed on the product itself. Please either call us on 01332 294787 or click here to fill out a contact form with your query. Our friendly team are more than happy to assist whereby they will be able to look into this for you and let you know if we can fulfil your request. Most samples require a £25.00 deposit which is fully refundable upon return this to us.

A rug I like is not in stock, what should I do?

Just because the rug is showing as out of stock does not mean that you will not be able to purchase this. Most of our rugs online are current ranges therefore stock will be awaiting to be replenished. Simply call us on 01332 294787 or fill in our contact us form by clicking here. If a rug has been discontinued, we will consult with our suppliers to see if there are any still available with the Manufacturer. Alternatively, we will find you the perfect like for like rug.

How do I add a rug to my basket?

On any product page, simply click ‘Add to Basket’, here you can either continue browsing or head to the basket to review your order. To purchase your item, click ‘Secure Checkout’ to process your order. From here we do all the hard work to ensure our quick efficient service provides the speedy delivery of your order.

The rug I have seen on your website is cheaper elsewhere, do you price match?

Yes, we welcome all queries on price matching. Please complete the contact form by clicking here, ensure that you include the name of the company, the rug name / product code, the rug size and price that you have seen it on the with the other company. We will then reach out to you to complete your purchase.

You have a sale on, how do I apply the discount code?

Once you are in ‘My Basket’ OR at ‘Checkout’ simply type in the sale code you have seen for that particular product, once you click apply, this will deduct the total from your order, you will see this in your Order Summary.

 

ORDER QUERIES

How do I change my order after it has been placed?

Please call us on 01332 294787 or fill in the contact us from by clicking here. Providing that your order has not been shipped for delivery, we will alter your order and confirm this via email too.

How do I update my Name, Phone Number, Email or Delivery Information?

Please call us on 01332 294787 or fill in the contact us from by clicking here with the relevant information you would like updating. We will be able to update your information at any point however, please bear in mind that if your order has been shipped for delivery, we will be unable to alter any specific delivery information.

Can I cancel an already place order?

You are able to cancel an order once it has been placed providing that it has not already been shipped for dispatch. Upon contacting us, we will confirm with the relevant Warehouse the full status of your order, if it has already left with the couriers, we will be unable to cancel. If we have been unable to cancel your order, please click here to see our returns procedures.

I ordered multiple items but only one has arrived, what should I do?

Please do not worry, sometimes orders where there are more than one item are shipped from different Warehouses therefore your full order may arrive at different times. If it has taken longer than usual, please click here to fill in our online contact form, we will be able to speak with the relevant Warehouse to provide you with an update on your full delivery.

Incorrect or faulty orders.

If you have received an item which is incorrect or faulty, we will require pictures of both the labels, if faulty, please include images of the area damaged. Our Customer Service Team will acknowledge your email within 48 working hours. We will consult with the relevant people and respond to you with a further update regarding scheduling the collection of the item and also the replacement.

Delivery, Returns and Refunds

How long will it take for an order to arrive?

The delivery time is fully dependant on the item ordered. When ordering the rug, you may have seen an eta to state an average delivery time. Typically your rug will be delivered within 2-5 working days however, we are able to deliver your rug within 1-2 days. If you do have any queries, please feel free to complete our online contact form by clicking here, we typically respond to emails within 2 business hours Monday to Friday. Please bear in mind that during busy periods of the year, delivery times can alter.

How Much does delivery cost?

Delivery is free to most areas mainland UK. Shipments to Northern Ireland, Parts of Scotland is £16.66. Shipping Charges for the Channel Islands and International may vary, please fill in our contact us form by clicking here. When filling in our contact form, please include the rug and the size which you would like to purchase including the delivery address, we will raise a quote and inform you of any shipping costs.

Do you ship internationally?

Yes we do. Shipping costs do vary, for more information click here to see our delivery information. You can also fill in our contact us form by clicking here for further information on our international shipments.

Can I return my purchase?

In the event that you need to return your order, we ask that you return the item to our Derby warehouse with the address of Land of Rugs, Unit C, Abbey Court, Darley Abbey, Derby DE22 1DZ. The rug should be adequately packaged to avoid any damage during transit. Once received at our Warehouse, will fulfil their quality checks and instruct the refund once competed. We usually aim to have all refunds instructed within 48 working hours of receiving your return at our Warehouse. So that we can locate your order on our system, please include a note with your Order Number and the full name used on the order when placed. For further information on our returns policy, please click here.

How long do I have to return my item?

Our returns policy is to ensure that any required returns have been sent back to our Warehouse within 30 days of receiving your order. If you are experiencing delays with the courier, please fill in our contact us form by clicking here, please include the name of the courier company and your tracking number with informing us of the delays. We will review this and respond accordingly with any further information required whereby your return is at risk of falling outside of the 30 day returns policy. For further information on our returns policy, please click here.

How much does it cost to return an item?

Costs of returns is fully dependant on the size, thickness and weight of your rug. As the prices change on a daily basis, we would recommend that for smaller items to raise a quote with My Hermes, on a large item to raise a quote with Inter Parcel. Typically for a rug with the length of 120cm, the cost would roughly be between £8 and £15 dependant on the weight. Please ensure that any measurements you input are as the rug is rolled, therefore the length for a rug size of 120x170cm would be 120cm.  

How will I be refunded and how long does it take?

All refunds will only be made back to the payment method used upon purchase. Therefore, if you made a payment via credit card, this will be issued to the card used. Alternatively if you used PayPal, then we will refund the total back to your PayPal account used. We usually aim to have all refunds instructed within 48 working hours of receiving your return at our Warehouse. So that we can locate your order on our system, please include a note with your Order Number and the full name used on the order when placed. For further information on our returns policy, please click here.

Returns and Refunds Policies

To find further information on our Returns and Refund Policies, please click here. Alternatively, if you need any assistance please fill in our contact us form by clicking here or call us on 01332 294787.

Frequently Asked Questions

To find more answers on Frequently Asked Questions please click here