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FAQ


Why is buying a BIG rug store rug such a good idea?

How do I buy?

How secure is online payment?

What is SSL, and how does it protect my privacy?

How much does UK mainland delivery cost?

Do you deliver outside the UK mainland?

Do you deliver internationally (eg to the USA and the rest of Europe)?

How long does delivery take?

If I don't like the rug , can I return it?

Can you supply rugs in non-standard sizes?

Do rugs go out of stock?

How good is the colour match?

How do you ensure that no child labour has been used?

How do I care for my rug?

Do you have a printed catalogue?

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Why is buying a BIG rug store rug such a good idea?

Because the BIG rug store offers a huge collection of superb modern and traditional rugs. We've got hundreds of designs, colours and sizes, far more than any shop has room to display. We offer fast delivery, great prices, a safe and secure payment system, and a money back guarantee (see below for details). Back to top...




How do I buy?

You can buy online or by phone, as you wish. Look around the site and find the rug that is right for you. Then either phone us on 01273 358 279, or click on the ADD TO CART button and follow the on-screen instructions to pay. We accept all major credit and debit cards (all prices in British Pounds, your credit card company will handle the currency transaction if one is required). You may also pay by cheque in Pounds Sterling. Back to top...


How secure is online payment?

We are very security conscious. We use strong SSL encryption on any pages where you enter your personal details. You may pay online or by phone using either your PayPal account, or any of the credit and debit cards shown below. Online credit card and debit card payments are handled by SagePay and our merchant acquiring bank HSBC. Together they provide a secure internet payment system for both credit and debit card payment. All payment information is securely encrypted using state of the art SSL encryption (see below for details). Back to top...

PayPal Credit / Debit Cards Accepted



What is SSL, and how does it protect my privacy?

The SSL protocol in use on this site is the Web standard for encrypting communications between users and SSL (secure sockets layer) e-commerce sites. Data sent via an SSL connection is protected by encryption, a mechanism that prevents eavesdropping and tampering with any transmitted data. SSL provides businesses and consumers with the confidence that private data sent to a Web site, such as credit card numbers, are kept confidential. Back to top...




How much does UK mainland delivery cost?

Delivery is FREE for all deliveries in England, Wales and most of Scotland. Please note that there is a charge for delivery to Northern Ireland, parts of Scotland (including Scottish Highland & Islands), and any off shore island. Back to top...




Do you deliver outside the UK mainland?

Yes. We deliver to Ireland, Northern Ireland, and the parts of Scotland. Charges are given at checkout; or you may call for a quote.

Please note where the courier charges us extra for an area they consider to be remote, 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. Back to top...


Do you deliver internationally (eg to the USA and the rest of Europe)?

Not at present. However we may look at orders on a case by case basis. Please contact us before ordering and we will 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. Back to top...




How long does UK delivery take?

Almost all UK orders are delivered within 7 days of ordering, but just in case of the occasional delay we ask you allow up to 3 weeks for delivery. Each rug description page has a more accurate delivery estimate for that particular rug. If an order consists of more than one item, and they come from different depots they may arrive in separate deliveries. Fast Delivery Money Back Guarantee In the unlikely event that we cannot dispatch your rug within the specified time shown on the rug description page, and you choose not to wait, we are happy to cancel your order and make a hassle free full refund at once (applies to rugs not yet dispatched). Working days exclude weekends and Bank Holidays. Back to top...


If I don't like the rug, can I return it?

Yes. Please email or call us stating that you wish to return the rug and telling us your order number. We will then send you a return code and our returns address. Then simply return the rug within 14 days of delivery at your expense, in unused condition and securely packaged. Special conditions apply for custom made rugs, and for business to business transactions (ie where you are buying for or on behalf of a company or trading entity). Please see Terms & Conditions for full details. Back to top...


Can you supply rugs in non-standard sizes?

A few designs are available in non-standard sizes. Usually they take 16 to 20 weeks to make and deliver. Simply find a design you like on our site, tell us the rug name or model and your size requirement, and we will give you a quote. Please note that custom made rugs are non-returnable. Because they are handmade, sizes may vary by up to 5% from that quoted on custom made rugs therefore variation in size is not considered a fault within this tolerance. Back to top...


Do rugs go out of stock?

When this happens we mark the item as being out of stock as soon as we can. Occasionally we will sell out during the day before we have been able to update the site. If so, we will offer an immediate 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. Back to top...


How good is the colour match?

We make every effort to provide accurate representations of colour, and believe that on our monitors the colour representation is good. However due to technical variations in monitors and photographic reproduction, colour accuracy on other monitors cannot be guaranteed. Back to top...


How do you ensure that no child labour has been used?

We will only buy rugs made by responsible manufacturers who give us an assurance that no child labour has been used in the manufacture of our rugs. Further we strongly support fair wage and workplace conditions campaigns. Back to top...


How do I care for my rug?

Most rugs have care instructions on the label on the underside of the rug. We strongly suggest that you follow these instructions. As a general rule dry cleaning of rugs is not advisable. We recommend regular vacuuming of rugs unless the label advises against this. Some very high power vacuum cleaners are now available; when using them we would advise a low power suction setting. Back to top...


Do you have a printed catalogue?

Because our website is our catalogue, we don't produce a paper version. This not only means we can keep costs down, and pass the savings on to our customers, but we can also constantly update and increase our range. Back to top...

For full details please click here to see our terms and conditions.




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