Support
Frequently Asked Questions
Everything you need to know about ordering from Rug Luxury
Ordering
How do I place an order?
Simply browse our collection, add items to your basket, and proceed to checkout. We accept all major credit and debit cards. You'll receive an order confirmation email immediately after placing your order.
How do I choose the right size rug?
As a general rule, living room rugs should be large enough for at least the front legs of your furniture to sit on. Dining rugs should extend at least 60cm beyond the table on all sides. If you're unsure, contact us with your room dimensions and we'll help you choose.
Will the colours match the photos?
We photograph all rugs accurately, but colours may vary slightly due to screen settings and lighting. Handmade rugs may also have natural colour variations - this is a characteristic of handcrafted items. Our 30-day returns policy means you can return the rug if it doesn't work in your space.
Delivery
How much does delivery cost?
Delivery is free on orders over GBP250. For orders under GBP250, standard delivery is GBP14.95 to UK mainland addresses. See our Delivery page for full details.
How will my rug arrive?
Rugs are delivered rolled and wrapped for protection. When you unroll your rug, it may take a few days to fully flatten - this is completely normal. See our Rug Care Guide for tips on settling your new rug.
How long will delivery take?
Most in-stock rugs are dispatched within 2-3 working days and delivered within 5-7 working days. Larger or made-to-order rugs may take longer - delivery times are shown on each product page.
Rug Care
How do I care for my rug?
Regular vacuuming is the best way to maintain your rug. Use appropriate settings for the pile type - avoid beater bars on delicate rugs. Rotate your rug periodically to ensure even wear. See our Rug Care Guide for detailed advice.
Do I need a rug pad?
We strongly recommend using a rug pad. It prevents slipping, extends the life of your rug, and adds cushioning underfoot. Rug pads are particularly important on hard floors and under larger rugs.
How do I clean spills?
Blot spills immediately - don't rub. Use a clean, white cloth and work from the outside in. For valuable or handmade rugs, we recommend professional cleaning for any significant stains. Never use harsh chemicals or bleach.
Is shedding normal?
Yes, new rugs (especially wool and hand-tufted rugs) may shed loose fibres for the first few weeks. This is completely normal and will reduce with regular vacuuming. It's not a sign of poor quality.
Returns
What is your returns policy?
We offer a 30-day returns policy because we understand rugs need to be seen in your space. Rugs must be unused and in their original packaging. See our Delivery & Returns page for full details.
Can I unroll the rug to see if it works in my space?
Yes, you can unroll and lay out the rug to see how it looks. However, if you wish to return it, the rug must be unused - no foot traffic, no furniture placed on it, and it must be re-rolled and packaged for return.
How do I arrange a return?
Contact us by email at tony.cooper@webuildstores.co.uk or call 01952 407599 to arrange your return. We'll provide a returns authorisation number and instructions for returning your rug. Return shipping costs are the customer's responsibility.
Still have questions?
We're here to help. Get in touch and we'll be happy to assist.