Your Questions Answered

At Rug House we try and give as much information as we can. This should help make the buying process as pain free as possible.

WHAT IF I DO NOT LIKE THE RUG HOW DO I RETURN IT?

Returns Policy

If you are not happy with your purchase, please return unused items within 30 working days to the following address:

Rug House, Unit D4, Ashville Park, Thornbury, Bristol, BS35 3UU

Please re-pack the unused goods in the original packaging. Please note we cannot be held responsible for goods that are lost or damaged in transit and strongly recommend that you obtain proof of postage.
Items are to be returned at your own expense; refunds will only be issued on return of the goods.

Full details of our Returns Policy can be viewed on our website.

A PRODUCT IS OUT OF STOCK, WHEN WILL IT BE DUE IN?

Please Call 0117 330 2277 You may find that item you wish to order is due in shortly!


CAN I RESERVE AN ITEM WHICH IS OUT OF STOCK?

Most of our out-of-stock items have a Pre-Order facility, this means you place an order and pay for the item now and we will despatch it once it comes back into stock. You will receive the item within 14 days after it comes into stock and any items that are in stock which are placed in the same order will be despatched immediately.


I DO NOT HAVE A CREDIT CARD, HOW ELSE CAN I PAY?

We also accept cheques (made payable to Pick'N'Click Ltd). Before sending the payment please add all the items you want to order into your basket, select your delivery zone and note the total of the order, this has to match the total payment you send to us. Include a covering letter with your name, address, telephone number(s), email address and the items you wish to order. Send to our address and we shall process the order as soon as we receive it. Please note cheque orders take up to 7 days to clear and process. We can also accept Bank Transfers, please ring us (0845 838 0628).


CAN I COME INTO YOUR WAREHOUSE TO VIEW AND BUY PRODUCTS?

We apologise, but unfortunately we are internet based only. We do not have a shop for viewing. Most items are shipped from warehouses around the U.K.depending on the product.


CAN YOU SHIP ELSEWHERE OTHER THAN LISTED ON YOUR DELIVERY REGIONS LIST?

Unfortunately we can only deliver to UK and Ireland at this present time.


I HAVE RECEIVED MY ORDER BUT SOME ITEMS HAVE EITHER BEEN INCORRECTLY SENT, MISSING OR ARE DAMAGED. WHAT SHALL I DO?

Please contact us stating your name, order number and explaining the situation. Do not immediately send any items back to us, we must be notified of the situation so we can discuss with you the best course of action. We shall then reply explaining what you need to do and how we shall rectify the problem. If any problems occur we do endeavour to rectify them ASAP.


DO YOU SEND ANY CONFIRMATION EMAILS?

You will receive two emails, one immediately after you place your order and one when the goods are dispatched. You must give a valid email to receive these notifications.


I HAVE STILL NOT RECEIVED MY ORDER AFTER A CONSIDERABLE TIME WAITING. WHERE IS IT?

Please contact us stating your name and order number. We will then investigate why your order has not reached you. In most cases we are able to rectify the situation and ensure your order reaches you within 7 Working Days .


I WISH TO PLACE AN ORDER FOR A LARGE QUANTITY OF ITEMS, CAN I GET A DISCOUNT?

For orders of a high quantity we can indeed offer a discount. Please email info@rughouse.co.uk stating the products you want to order, the quantities of each and the location where you require the order to be delivered. We shall then reply with an accurate quote and lead time for delivery.


DO YOU HAVE A CATALOGUE?

Unfortunately, due to the fact that we add new products to the site everyday, we do not produce a catalogue. All the products we sell are listed on the website and you can print off catalogue-style pages of them here.


I HAVE SENT YOU AN EMAIL, BUT HAVE NOT HAD A RESPONSE

We respond to emails during office open hours (Mon - Thurs 9am - 5pm & Fri 9am - 4pm) This also applies to telephone calls. We endeavour to answer all emails within 24 hours, if you have not received a reply within this time then please telephone 01173302277 as its possible the person you have emailed is away.


I WILL NOT BE HOME WHEN MY ITEM IS DELIVERED, WHAT DO I DO?

If there will be no one at home for delivery please leave a note on the front door advising the courier to leave the parcel with a neighbour or elsewhere around the property (porch or garden etc).


HOW DO I CANCEL OR CHANGE MY ORDER?

Providing the order is not awaiting despatch or has been despatched already then it can be cancelled by calling us on 01173302277. We cannot make any changes to orders that have already been placed but can add items to a new separate order which will be collated with the original order.


WHEN WILL PAYMENT BE TAKEN FROM MY ACCOUNT?

Payment is taken as soon as the order has been placed. This applies for all orders, including pre-orders and special-order items from supplier's.