These Terms and Conditions of Trading (‘Agreement’) apply to all online sales between The Rug Company Limited and our subcontractors (‘us/we/our’) and the Customer (‘you/your’) in relation to all sales of goods and services.

Returns Policy (Updated due to COVID-19)

We want to ensure you are entirely happy with your purchase. Our returns policy is 30 days upon receipt for a full refund or exchange - provided that the item is returned complete and in original condition. The Rug Company will cover the cost of return shipping within the UK/ US/ EU for non-sale items, but original delivery cost will not be refunded.

To return an item, you must first contact us. We will then arrange for UPS to collect the item from you. Returns can be collected from your home, work or alternative address.

It is recommended that you keep the original packaging in order to make returning items easier. If you no longer have the original packaging we can suggest alternatives or we will send you new packaging free of charge. Please note: Returns are not possible on any Custom or Bespoke items you have ordered in one of our Showrooms or online as these are specially commissioned items tailor-made to your specifications. To avoid disappointment, please check whether an item is returnable before ordering. For security reasons we can only make refunds to the original payment method you used to place your order. Once the item has been returned to us, it typically takes between 3-5 working days for the return to be processed and the money to show in your account.

The Archive Sale

Home Approval is not offered on Archive items. The prices on Archive items are only applicable to rugs held in-stock. Out of stock Archive items can be made to order, but these will be charged at their original full price. In returning the Archived items, it is customer's responsibility to cover any shipping charges incurred from the return. Please see our Delivery & Return policy.

Custom Artwork and Charges

Custom prices are subject to 15%-20% custom surcharge (for additional artwork and production resources). Artwork illustrating your custom design at scale will be agreed post purchase. Due to the handcrafted nature of this product, the final colour and dimensions may differ slightly from those specified. All Custom items are non-returnable as they are commissioned items made only to your specifications.

Please note larger sizes may take longer to make than our standard lead time of 16-22 weeks.

Payment

We accept Mastercard, Visa, American Express, Visa Debit, Maestro, Paypal, Apple Pay, Google Pay and Bank Transfer. We now also accept credit card payments in instalments with Splitit, with 0% interest. All payments are made securely online and your credit card details will not be saved.

Placing an Order

By placing an order with us you are deemed to have read, understood and agreed to these Terms and Conditions. If you are unhappy with or unclear about any aspect of these terms, please Contact Us before placing an order or email at [email protected] .

Telephone calls to and from The Rug Company may be recorded or monitored as part of our efforts to further improve service to our customers. Phone and data rates apply. Charges may vary depending on your BT landline, Mobile Providers and other Networks.

By placing an order on this website, you are making an offer to The Rug Company to purchase the goods detailed in your order upon the terms described in your order. Once you have placed an order, we will send you a confirmation that your order has been received. This is not a confirmation that your offer to purchase the goods has been accepted. A contract between you and The Rug Company for the sale of our products will only exist once an order has been accepted and processed. This does not affect your statutory rights.

Prices and availability of goods are subject to change without notice. A delivery charge will be added to your order value where appropriate. Please see our Delivery & Returns policy.

All delivery dates and lead times are only estimates and subject to change from time to time. We accept no liability for any loss or damage (whether direct or indirect) if delivery takes place at any time other than the estimated date for delivery. All orders received and accepted before midday will be despatched on the same day for a 3-5 business days delivery - subjected to availability and location. Orders received and accepted after midday will be deemed as received the following day and will be despatched on that day.

Receipt of Order Confirmation

You will receive an order receipt confirmation email as soon as you have placed an order. Please keep it in a safe place as we may ask you for information from it in any correspondence. If you do not receive this email please contact us, so that we may investigate and confirm that your order has been placed successfully.

Delivery in Time for Christmas

For all UK addresses, order before December 18th for delivery in time for Christmas. For Germany addresses, order before December 14th for delivery in time for Christmas. For US addresses, order before 10th December for delivery in time for Christmas. Please note that these dates are only applicable for in-stock items available for immediate delivery.

Web sales received after 23rd December will be processed on 3rd January. Please allow a further two days for UK delivery.

Deliveries to Restricted Countries

We are unable to process online orders for some countries where we have a local showroom. Please contact our local partner directly if you wish to place an order for delivery in any of the following countries.

Canada - contact The Rug Company in Toronto

Mexico - contact The Rug Company in Mexico City

Russian Federation - contact The Rug Company in Moscow

Spain - contact The Rug Company in Barcelona or Madrid

UAE - contact The Rug Company in Dubai

We regret that we are unable to deliver to Nepal, Pakistan, India or Afghanistan, or process orders from purchasers whose billing address is any of these four countries.

Shipping to a different delivery address

We are pleased to arrange delivery of your order to an address that is different to your credit or debit card billing address but, if you have not purchased from us before, we may contact you before we process your order to verify that your credit or debit card is not being used fraudulently.

Product Description

We take every care to ensure that the description and specification of our products are precise. However, specifications and descriptions of products on this website are not intended to be binding and are intended only to give a general description of the products. Furthermore, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products.

Product Size and Colour

All of our products are handmade, and rugs can vary in size by up to 10cm in width or length from the size shown. Likewise, although Swiss dyes are used for accuracy, colours can vary slightly from rug to rug. This is normal and, by placing an order via this website, you confirm your understanding and acceptance of this. If you require a rug of a specific size, please utilize our custom size calculator embedded to our product listing in our Shop area. Please Contact Us for other changes such as colours, materials, or shapes.

Yarn Card

A Yarn Card is the best way to see an indication of the colours of your chosen design. Each card has a small swatch of wool attached to it, which the rug will be matched to. Viewing the yarn strands from the side of this yarn card (i.e. looking into the ends of the strands) helps simulate cut pile wool. Viewing the yarn strands from the front of the yarn card (i.e. looking at the length of the yarn strands) helps simulate silk. Due to the handcrafted nature of our products, the actual colour and surface texture may differ slightly from this yarn card. As with all raw materials and natural fibres, minor differences are inevitable. These should not be interpreted as defects but are a reflection of the handcrafted nature of the product.

Stock Availability

We endeavour to display through this website all items in our current range. We aim to hold stock of all styles and sizes whilst a product is active. However, occasionally an item will be out of stock and if this is the case this will normally be highlighted in your shopping basket. The stock status for your order will also be shown on your order confirmation. If an item is out of stock at the time of order, but due in stock within two weeks, this will be shown as in stock and we will process your order as normal but let you know that your order will be delayed.

If one or more item of a multiple order is out of stock, we will not despatch your order until all items are in stock. We will let you know this, and give you the option to split your delivery for an additional delivery charge.

Prices

All prices quoted on this website are accurate at the time of publication, are quoted in GBP (pounds sterling). If your order is for delivery within the European Union (EU), all prices charged are inclusive of UK Value Added Tax (VAT) at the current rate. If your order is being despatched to a destination outside the European Union (EU) then no VAT will be charged. You will be responsible for the payment of any customs or import duties levied once the package reaches your destination country.

Security of payment

If your credit card is lost or stolen and used fraudulently as a direct result of being used to buy from our site before you tell your credit card issuer, we will assume liability for the first £50 of your loss. Your credit card company is under obligation to take responsibility for the rest. If your card is still in your possession and used fraudulently, your credit card issuer is under obligation to take responsibility for your entire loss. We will use reasonable endeavours to work with your credit card company to minimise the hassle for you.

Arrangements that protect you against the fraudulent use of debit cards are different, and you should check with your debit card issuer.

Force Majeure

Our performance of any part of a contract with you is subject to variation or cancellation and the grant of an extension of time from any cause arising from an act of God, war, strikes, lock-outs, flood, drought or other cause of any nature whatsoever beyond our control or owing to inability and time to procure materials, labour or any articles at all and you agree to accept increased prices for the products due to any of the aforesaid reasons. In all circumstances time is not of the essence of the contract.

Data Protection

We understand that many people still worry about submitting personal details on the Internet – especially their credit/debit card numbers. So we’d like to reassure you that any information you provide here will remain safe and secure.

Rights of Third Parties

For the purpose of the Contracts (Rights of Third Parties) Act 1999, this Agreement does not and is not intended to give any rights, or any right to enforce any of its provisions, to any person who is not a party to it.

Applicable Law

We own, control and operate the web site from our offices within England. Accordingly the laws of England & Wales govern claims relating to, including the use of the web site and the materials contained therein. If you choose to access our website from outside England and Wales you do so on your own initiative and you hereby agree that in the event of a dispute between The Rug Company Ltd and you the laws of England and Wales will apply at all times.

Our address and all communications can be addressed to us at:

The Rug Company Ltd, 2nd Floor, 210/210A Harbour Yard, Chelsea Harbour, London SW10 0XD

Registered in England No. 3316888 UK VAT No: 193040818

Farrow & Ball

Made by The Rug Company in Nepal under licence from Farrow & Ball. FARROW & BALL and the Roundel device are trademarks of Farrow & Ball Holdings Limited.

Title and Risk

We retain ownership of any products ordered until we have received full payment for such products.

Complaints Procedure

If you have any queries, issues or complaints in relation to any products purchased from The Rug Company, please contact [email protected]

If after following our internal complaints procedure you still feel that we have not satisfactorily resolved your complaint, then you can access the EU's Online Dispute Resolution platform by following this link.