Please read our FAQ section in conjunction with this section.
This website, any content contained herein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English Law. The parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English. These terms and conditions do not affect your legal rights.
Payment is required in full before we will dispatch your order. Payment must be made in British Pounds. All prices include VAT at the prevailing UK rate (20% at the time of writing). We accept all major credit/debit cards. Payments are processed by SagePay and our acquiring merchant bank HSBC, or by PayPal, the most popular internet payment processor. You may also pay over the phone (UK working hours).
Minimum Order Value
The minimum order value is £15. This allows us to offer free delivery to mainland England and Wales, and much of mainland Scotland.
Standard Delivery Terms to mainland UK (excluding areas shown below**)
Delivery is FREE for all orders within the UK mainland (excluding N. Ireland, any off-shore island, and parts of Scotland). If an order consists of more than one item and they come from different depots they may arrive in separate deliveries. From time to time we also offer special delivery options such as Saturday delivery, named day delivery and more for which a non refundable fee is charged (see website for special details).
Parcels may be left with neighbours unless you ask us not to do so when placing your order (for online orders use the comments box during checkout).
Named day deliveries during Xmas etc: Please note that named day and Saturday delivery estimates are best endeavour estimates during busy periods (mainly in the run up to Xmas and Easter). We will dispatch your goods on the selected service, but may not reasonably be held responsible if the courier fails to attempt delivery within the estimated timescales where this is due to factors beyond our control. We will however refund any special delivery charge paid where the service reverts to a standard delivery service (ie standard weekday delivery).
**Delivery Terms to N. Ireland, Ireland and UK Off-Shore Islands and parts of Scotland (including the Scottish Highlands & Islands) excl. Shetlands
These vary from time to time and are dependent on various factors including the size and weight of the parcels ordered and the delivery address. Please call for details. For other offshore locations including Jersey and Guernsey, please contact us for a quote
Please note where the courier charges us even more for an area they consider to be remote, or for extra large rugs, we reserve the right to request the additional fee from our customer. This is very rare but if it happens we will always contact our customer and give the option of paying the extra charge or receiving a full refund.
International Deliveries (eg to the USA and the rest of Europe): Please contact us with your order details and the delivery address and we will advise the best way to arrange carriage (where available).
Almost all UK orders are delivered within 2 to 7 days of ordering, but just in case of the occasional delay we ask you allow up to 21 working days for delivery. Out of stock rugs are marked as such on our website every evening. If a rug goes out of stock during the day and after your order is placed we will contact you and offer a cancellation and full refund if payment has been taken. Alternatively you may request that the rug goes on back order. Most back order items are delivered within 6 weeks. Deliveries are made on Monday to Friday excluding Bank Holidays between 8:30am and 5:30pm. Working days exclude weekends and Bank Holidays.
You have the right to cancel your order prior to dispatch for a full refund. If you cancel after dispatch, then we will treat your order as a return (see below), and return carriage will be at your expense.
We have the right to cancel your order prior to taking payment. We have the right to cancel your order after taking payment where we suspect payment to be fraudulent, or if through circumstances beyond our control we are unable to satisfy your order. In either case we will make a full refund (if payment has been made) as soon as possible and in any case within 30 days.
Return items must be back with us within 14 days of the delivery.
Simply e-mail or call us, tell us the order number, and we'll send you a detailed e-mail explaining how to arrange the rug return. It will include a return code and returns address. Only return rugs to the returns address, not to our office address. Please note that special delivery charges (eg Saturday delivery, Named Day delivery, location surcharge etc) are non-refundable in the event of a return. Returns are at your expense, and must be in unused condition, fully and securely packaged. For your peace of mind, we recommend returning rugs using an insured, signed for carriage service. Please be aware that refunds will only be made on orders where these conditions are followed. If a rug is returned which does not qualify for a refund, it will remain your property. We will hold it for one month, at no charge, for you to collect in person or by courier. Please note that anti slip mats are a sealed product, and as such we can only accept returns of unopened anti slip.
Note on special delivery charges
UK mainland delivery on weekdays is free as previously defined, however you may pay for special deliveries (eg Saturday delivery, non-mainland UK, Scottish surcharge areas, or deliveries outside the UK). If you do please note that these special delivery charges are non-refundable in the event of a return.
Note on partial returns, and special offers including discount codes
Where you return part of an order, then any discount code entitlement will be recalculated based on the value of the part of the order you keep. If this means you would no longer have qualified for the original discount offer, we will reduce your refund to take this into account. If the new value would still qualify for a discount, but at a lower rate, we will apply that lower rate to the new value.
Returns of Custom Made Rugs etc.
Special conditions apply where you order a custom made rug (i.e. a rug specially made for you and identified by words similar to 'CUSTOM MADE' or 'MADE TO ORDER' on the rug description page) or for business to business transactions. Once a payment is made on a custom made rug, we cannot accept returns unless the rug is faulty. Sizes may vary by up to +/-3% (or up to +/-10% for sheepskin rugs due to their irregular size) from that quoted on custom made rugs therefore variation in size is not considered a fault within this tolerance. Returns are not accepted from business to business transactions except where an item is faulty, in which case we must be notified via e-mail or fax within 48 hours of receipt and the goods are returned unused and fully packaged within 7 days of receipt.
Goods Damaged In Transit
Our rugs are made to very high standards, and we employ professional national carriers. Nevertheless, you must examine the package on arrival before signing for it. In the unlikely event that it has been damaged, do not sign for it. The courier will automatically return the consignment to us and we will arrange a replacement. You should also inform anyone accepting the delivery on your behalf of this requirement. Damage that occurs after a rug is received by a customer is not covered.
If a rug is faulty please contact us at once and within 7 days of receipt at most and we will arrange for a replacement to be sent. Please note that this excludes rugs damaged in transit (see above) which should not be accepted. Return carriage (weekday pickup) will be reimbursed if the rug is faulty, although we will only pay for a single pickup attempt, subsequent attempts being charged at £23.00 each. Please note that variation of colour is not accepted by us to constitute faulty goods and we do not accept responsibility for the cost of returning rugs whose colour is not as portrayed on your computer screen. Please note that we will not be held liable where rugs are treated or cleaned with any chemicals or water based cleaning process, and strongly advise that you use professional insured companies to undertake such cleaning. Please note that wool rugs, in particular shaggy or deep pile wool rugs, will inevitably shed fibres and are not considered suitable for infants or young children.
All images on the site are copyright and may not be used within permission. We take great care over images and product details. That said, due to variations in computer and digital camera technology we cannot guarantee that colours and details in images are accurate representations of the product.
We try to resolve all issues over the phone. However, if you feel you have a complaint that cannot be resolved over the phone, please put it in writing and send it to The Directors at our postal address. We will investigate and respond within 2 working days.
We reserve the right to change any services, product prices, product specifications and availability at any time. All prices and descriptions supercede all previous publications. All sizes are approximate. The variation in size ranges from +/- 4% in width and +/- 4% in length. Stock availability information on the website is the latest updated record but may not be totally current and does not guarantee that stock is available. The company shall under no circumstances be held liable for any losses special to the particular circumstances of the customer, indirect or consequential losses or for loss of profits, damage or property or wasted expenditure. In particular, our deliveries are door to door and unfortunately we cannot accept liability over the threshold. Although we endeavour to ensure that all information on the site is at all times accurate, we may on occasion make mistakes, for example with prices or sizes. Where this happens we will notify the customer as soon as the mistake is identified, explain the error and offer a full refund. All products and prices are subject to availability.
We are Fromes Ltd (trading as the BIG Rug Store), registered in England and Wales at 1 LUBECK DRIVE, ANDOVER, HAMPSHIRE, SP10 4LJ registered number 5174283 VAT reg GB861175132. Please do not send mail to this address - instead use our trading address which is SHOWN HERE
All orders are accepted subject to delays or failure in delivery resulting from force majeure, including, without limitation war, demands or requests of Government authorities, strikes, shortages of labour, fuel, power, raw materials, late or defective performance or non performance by suppliers, transportation disruptions, inability to ship or other causes, beyond the Company's reasonable control.
This does not affect your statutory rights in relation to faulty or misdescribed goods, details of which can be obtained from Consumer Direct (the Government’s consumer advice helpline) or your local Trading Standards Office.