Our products are sold to both retail and trade clients purchasable online or through our showrooms, franchise locations and authorised agents. If you are an interior designer/architect and have an online trade account with The Rug Company, please log in to purchase items online. Otherwise, please register online for a web Trade account. For any questions, please contact our online Customer Service team or The Rug Company showroom nearest to you.

To arrange a Home Approval, please contact us or visit your nearest showroom. Our Home Approval service is not available on items from The Archive Sale.

We do not currently offer a sample rental feature on our website. Please contact our Customer Service team or your nearest showroom directly to request a sample. While we deliver our samples free of charge, you are responsible for any return shipping charges that may incur. Due to the limited number of samples we carry for each design, it is best to consider alternative ways to observe colours such as utilising our keyring or yarn card functionality online. Keyrings/yarn-cards are more light-weight, affordable and just as efficient as our samples for initial colour matching. Our keyrings/yarn cards are orderable online under our listed products. Please contact us if you have further questions.

All of our rugs are 100% handmade in various qualities such as hand knotted, hand loomed, handwoven aubusson, and hand tufted. Most of our rugs are made out of natural fibres such as wool and silk, which are viewable under our product description page. Due to the handmade nature of our products, we are able to customise our area rugs to better fulfil your space; including but not limited to runners, wall-to-wall, and uniquely shaped rugs.

Delivery in the UK is £75 for White Glove and FREE Front Door Delivery. International deliveries are charged by volumetric weight and are calculated at the checkout. In-stock items are available within 3-10 business days depending on stock location and your destination. Made-to-order and custom hand knotted rugs have a standard lead time of 16-22 weeks, with hand loomed rugs at 8-12 weeks. Deliveries to all international addresses will take longer, but we try to send all orders by the quickest route possible. For delivery to any of the following countries, please contact your local showroom directly to make an enquiry or place an order: Canada, Mexico, Russia, Spain, and United Arab Emirates.

We recommend professional cleaners for our rugs. For daily upkeep, please view our General Care and Cleaning instructions.

If you are a new trade client and wish to register for a trade account, please register online https://www.therugcompany.com/trade/account/apply/ If you are an interior designer/architect and have a trade account set up in one of our showrooms, but no online account, please do register online. If you are an interior designer/ architect and have an existing online trade account with The Rug Company, please log-in to purchase items online.

Our rug designs can be customised into different sizes, colours, materials and shapes; with the exception of a few designs, including the Farrow & Ball and Endurance Collections, that are limited to custom size only. To change the size, colour, material and shape; please add 15% for one change, or 20% for multiple changes.

Custom Size
We are now accepting custom size orders online. This feature is accessible through our Shop area where all of our contemporary designs are listed. Once a design is selected to ‘view’, it opens the product page where a rug can be ordered in a “ Standard Size” or “Custom Size”.

Custom Colour, Shape or Material
Currently, custom colour orders can only be made through price and artwork consultation with one of our sales representatives. Our custom rug tool is accessible under Custom area, showcasing different rug designs to experiment with in your specified colour, shape and material for consultation. Alternatively, please contact us stating the design name, size, colour, material or shape specifications and we can send you digital artwork and quote accordingly.

Bespoke
Completely bespoke designs are priced individually. Please contact your local showroom to discuss your design.
All artwork submitted for rug creation remains private between The Rug Company and client. We do not reproduce designs without client’s authorisation. To send a price request, please fill in and submit our Bespoke form. Alternatively, contact us with your specification and attach files of your sketches, artwork, or inspiration. One of our representatives will be in touch with you.

Our Return/ Exchange Policy is within 30 days of delivery. The item must be complete and unused in its original condition. To exchange or return an item, please contact us with your order number. The Rug Company will cover the cost of return shipping within the UK, with the exception of items purchased from The Archive Sale. Shipping charges may be incurred for international returns. Initial delivery fee is non-refundable. It is recommended that you keep the original packaging in order to make returning items easier. If you no longer have the original packaging, we can suggest alternatives or send you new packaging free of charge. Once received, the item will be inspected to meet our return policy guidelines. When all is cleared, The Rug Company will issue a refund for the item to your original form of payment. For security reasons we can only make refunds to the original payment method you used to place your order. Once the item has been returned to us, it typically takes between 3-5 working days for the return to be processed and the money to show in your account. Please note: Returns are not possible on any Custom or Bespoke items as these are specially commissioned items tailor made to your specifications. To avoid disappointment, please check whether an item is returnable before ordering. If you ordered the item in one of our showrooms, please contact the showroom directly.