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).
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).
**Delivery Terms to N. Ireland, Ireland and UK Off-Shore Islands and parts of Scotland (including the Scottish Highlands & Islands) excl. Shetlands
Parts of Scotland (including Scottish Highlands & Islands) and most other off shore Islands £20
Northern Ireland £20
Republic of Ireland PLEASE CALL
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 before ordering and we will try to quote a price. Carriage prices and timescales vary considerably for overseas deliveries of large items like rugs, so we like to provide a quote before you purchase.
Almost all UK orders are delivered within 7 working days of ordering, but just in case of the occasional delay we ask you allow up to 21 working days for delivery. If a rug goes out of stock we will contact you and offer a cancellation and full refund if payment has been taken (usually payment is not taken until rug stock has been confirmed). 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 if we suspect fraudulent payment, or if we are unable to satisfy your order. In either case we will make a full refund as soon as possible and in any case within 30 days.
You have the right to return your rug for a full refund less carriage charges as long as you email or fax or phone us within 48 hours of delivery stating your intention to return the rug. This e-mail is important as it gives both of us a written dated record of your intention, and allows us to send you a return code and our returns address so that we can process your return and refund promptly. We then ask that you return the rug to us within 7 days of the day the rug was delivered at your expense, 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.
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 the words 'CUSTOM MADE' 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. Because they are handmade, 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.
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 technology we cannot guarantee that colours and details in images are accurate representations of the product.
Lowest Price Promise
If you find the same order items for less (including carriage charges) within 7 days of your order, we will refund the difference in price. Identical order items must be in stock and ready for immediate dispatch on another VAT registered UK mainland based Company website. Applies to identical products only. Applies to orders qualifying for our free UK mainland delivery service only. Applies to total order rather than individual items within an order. Excludes generic products such as sheepskins and anti slip where our product is of a higher quality than cheaper products. Excludes auction websites (eg Ebay), sale, discount and clearance items. We will take the Limited Company and VAT registration details from the competitor website where by EU law they must be displayed. However if the website does not display this information we will ask you to get it for us. By the way, our details are shown below under 'ABOUT US'.
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. 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. If you require delivery outside the UK mainland but do not select this option at checkout, and then you decline to pay the published delivery fee, we reserve the right to make a refund less a transaction processing fee of £8 of the purchase price plus any bank fees arising. Although we endeavour to ensure that all information on the site is at all times accurate, we may on occassion 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.