Do you carry the rugs in stock or are they made to order?
Most rugs on our web site are always in stock. We can never guarantee we have every rug in every size 365 days of the year, if ever a particular rug is out of stock there may be up to a 6 to 8 week wait. We will always contact you if this happens.
Does my rug require an anti-slip or underlay?
If the rug is to be placed on a wooden floor then yes anti-slip is required. Anti-slip in the first instant will stop the rug from moving around. Underlay help to protect your floor and the backing on your rug (underlay is not a must for rugs, main uses are for carpets).
How can I tell if the colours are OK?
Exact colours cannot be guaranteed, due to various monitor setups and colour distortion, every effort is made to get the closest colour possible on the site.
Which rugs shed the most?
Sheepskin, faux sheepskin and wool rugs shed the most. Don`t let this put you off as these are great quality rugs. There are ways to prevent shedding, by vacuuming regularly and wiping your shoes or removing them before stepping onto the rug. Stones and dirt on the soles of your shoes act as sandpaper against the rug causing it to wear down and shed even more.
If I buy a rug and find it is unsuitable can I return it?
Yes, all goods in an unused condition, purchased from us can be returned for a full refund within 14 days. Please see “Returns” for details.
How do I place an order?
We offer hassle-free online shopping. You may place your order online, 24hrs a day, and 7 days a week with our secure online shopping cart. Once your order placed we'll have your rugs dispatched the next business day.
How to buy from Capital Rugs website?
You can buy any item from our site by clicking BUY NOW. Only when you click this button will an item be placed in your shopping basket.
As soon as you have added an item to your shopping basket, the shopping basket icon will appear on the right hand side the screen and show you how many items are currently in your basket. Clicking on this icon will show you the contents of your basket.
From your shopping basket, you can change the quantity of items you have ordered or remove items you no longer require and you can always return to shopping if you'd like to order replacement or additional products.
When you have items in your shopping basket, the checkout icon will also appear on the right hand side of the screen. Clicking this icon will take you to the checkout, where you will be asked to enter your name, address and delivery details. You will then be directed to our secure server to enter your payment details. Once you've done this, we will process your order.
Will I have to pay sales tax (VAT) on my purchase?
You will not be responsible for any of the VAT charges. We cover all costs of duties, taxes and transit.
What types of payment do you accept?
We offer secure online payment options such as Visa, Master Card (Euro Card), American Express, and Discover Cards. We also accept PayPal payments. For all other payment options please write us at [email protected]
Is your website secure?
Yes. Our site uses 256-bit SSL (Secure Socket Layer) encryption technology. We are also partners with McAfee Secure & Verisign to guarantee our highest level of security compliance yet.
What are the delivery costs?
We offer standard Free Mainland UK Delivery *.
Delivery is completely FREE! Any rug, any size with no price limit. We also cover all taxes, duties, and/or VAT charges, so you can rest assured the prices you see on our website will be the final price that you'll be responsible for.
We also offer: Next day delivery, selected day delivery and overseas delivery. All selections and prices can be found and selected at the checkout
The remote Scottish regions, Northern Ireland, Channel Islands, Isle of Man and the Isle of Wight will be charged at £15.00. International Shipments can be selected at the checkout where the courier cost will be displayed.
How will my rug be delivered?
Delivery will be made using our professional couriers, who will ensure that your purchase arrives with care and in a secure plastic packaging.
All deliveries will require a signature. If no one is at home then a card will be left with contact details for the courier and a response must be made within 7 days. Failure to respond to the courier's card will result in your rug being returned to us, and an additional postage charge will be incurred.
How quickly will I receive my order?
We ship using professional courier services. We ship the next working day providing the order is made before 2pm of any business day the rug will be delivered to you within 5 to 10 working days Made to size rugs take 8-10 weeks. Due to the nature of our products, if an order is out of stock you will be contacted within 48 hours. On the rare occurrence some orders can take up to 6 weeks to re-stock. In this case you would be asked if you wish to cancel your order or choose another item.
Can I (re)schedule the shipment of my order?
Yes. If you require your rug to be shipped at an earlier date or a selected date then please contact us at [email protected]. Please note that for an earlier date such as next day delivery or before the times offered on our website then delivery will be charged accordingly. We will inform you of prices when contact is made.
Can I return my purchase?
If you intend to return your purchase, please inform us in writing or via e-mail within 48 hours of delivery. Once we confirm acceptance of your return, you must securely package your purchase and return it at your expense within 14 working days from the item being delivered to you. When returning goods you must ensure they are SATISFACTORILY WRAPPED IN WATERPROOF PACKING OR ORIGINAL DELIVERY PACKAGING. Upon receipt and satisfactory inspection of the rug we will issue a refund less the delivery charges via the same method used to make the purchase.
No refund can be issued if goods are badly wrapped and are soiled or damaged when in transit. IMPORTANT: Please include your name and order number on the outside of the packaging to enable us to identify and refund your order. Please retain return receipt, in the case of any problems this will be proof of your return.
In the unlikely event that a rug is delivered damaged or faulty, we will happily exchange or refund your purchase. If on arrival the packaging is damaged, please ensure that it is marked on the courier's delivery note, as we are unable to pursue any claims against them if the delivery was marked received in good condition.
Shedding is a natural characteristic of a deep pile rug and is not deemed to be a fault. This is common on Acrylic and Wool rugs and should be taken into consideration when choosing a product suitable rug for your home.
The return address is as follows:
Max Factor House
Watermans Park
High Street
Brentford
London
TW8 0BB
Note: Whilst every effort is made to accurately reproduce images of our products, different monitor settings can have an effect on the appearance of colours. We will accept refunds on incorrect colour shades, but they will not be deemed to be faulty.
When will my refund be processed?
We process all returns within 24hrs. We also process all refunds within 24hrs. However, we do ask you that you allow 3-5 business days for your refund to post back to your credit-card.
Can I exchange my order?
Unfortunately, we are not able to offer a collection service on exchanges. If you would like to exchange your rug please follow our normal returns procedure above. Once we have received your return we will email you to confirm you have been refunded in full. Then you can simply place a brand new order on our website for the other rug you wish to purchase.
What is our Privacy policy?
In this fraudulent day and age the security and privacy of our customer’s details are of the upmost importance to us. Our online payments are processed by PayPal and Universal Transaction Processing that provides a highly secure payment service for all major credit and debit cards.
All other details you supply will only be used to complete your order and will only be used by ourselves. None of your personal details will ever be passed on to any other individual or company. Your address will need to be passed on to our professional couriers who will use it for delivery purposes only and in some cases a mobile number that you have provided in case the courier needed to contact with you regarding the delivery of the rug.
Please contact us if you ever wish to view the details we hold about you on our order database.
Having problems ordering from our website?
If you experience any other problems using our site, please contact us at [email protected] or phone for assistance on +44207 993 5043 between 9.00am and 5.00pm Monday to Friday.
