Frequently asked questions about rugs

I’ve ordered my rug, what happens now?

We aim for your rug to be delivered to your address within 3-5 working days of your order being placed. 

The rug courier APC will be in touch, who will then let you know a planned delivery date. If the date given isn’t suitable to your plans, you can call APC directly on: 0800 37 37 37 to get this re-arranged to a day that fits better around you. If you do give them a call, you will need to have a note handy of your consignment number and postcode.

Can I check when my rug will be delivered?

Once the couriers receive your rug, they will be in touch with you. You’ll receive an email, that will have your tracking link included within the email for you to click on and track the delivery process.

Alternatively, you can call APC directly on: 0800 37 37 37, if you can call from your landline this will take you directly through to your local delivery depot. To check the planned date of delivery with APC, you will need your consignment number and post code to hand.


How should I care for my rug?

To keep your rug looking at its greatest for longer, where possible it is best to try to avoid placing your rug in direct sunlight as this can lead to discolouration. 

It is also good practise to vacuum regularly to get as much dirt and grit out of the fibres as possible, to keep your rug looking in top condition. Another top tip is to clear up any spillages as quick as possible, to minimise the risk of staining. If you would like some more in-depth information about the best ways to care for your rug, please see our rugs care guide.

Do I need to buy rug grip?

It will depend on your existing flooring underneath as to how likely your rug will be to move but this is always an optional purchase. We do advise to purchase rug grips as some of the benefits are that it maintains the placement of the rug and provides you with peace of mind by reducing the risk of slippage and trip hazards.

Can I return my rug?

If your rug is from our Online Exclusive range and you find that your new rug doesn’t suit your home as well as you had expected, you are welcome to call our Telesales team within 14 days of receiving your rug on: 0330 333 3444.

They will organise your rug to be collected on a date that works for you, between 8am-5pm by APC, the rug can be collected from a work, friend or neighbours address too if necessary.

If your rug is from the In Store Only range and has been purchased via a local store, you will need to speak to that store directly to discuss their returns policy.

Is there a charge for returning my Online Exclusive rug?

Should you decide to return your rug, there is a small charge of £6.99 to book the courier to collect, please also note that the original delivery fee is non-refundable, unless the product itself is faulty. 

But rest assured any collection charges will be deducted from your total refund amount, so there is no extra work for you. As soon as we hear back from the couriers to let us know the collection has been successful, our Telesales team will get the refund processed through to our finance department. The refund amount will go back onto the card you used to pay on originally and can take up to 14 days to appear.

Any rugs from our Online Exclusive range are not able to be returned into any of our stores, so if you have any queries, please contact our Telesales on: 0330 333 3444.

Product questions