Frequently Asked Questions

It's perfectly natural to have a lot of questions when it comes to buying a new rug, especially online. We've put together a list of the most frequently asked questions to help. If your question is not listed, please feel free to contact us.

 Rug Care

How to care for your Rug and extend its life 

Each rug product page has a care instructions tab with specific details on handling, care and general maintenance for the rug on that page. You can extend the lifespan and vastly improve the appearance retention of your rug by following our simple care guide. Please click here to read our full Rug Care Guide.


Placing Your Order Online

Add your rug to the cart by choosing the quantity and clicking the add to cart button, check your order details are correct and proceed to checkout. You can pay by either of our trusted payment partners using their secure checkouts.

All major credit and debit cards can be used via PayPal or Barclays EPDQ

Placing Your Order by Telephone


You can place your order by telephone 0191 5492783 during showroom opening hours.

We accept all major debit and credit cards. Please note using this payment method the delivery address and registered cardholder address must be the same.

Alternatively, you can contact us by telephone or email @ info@rugstorene.co.uk if you wish to pay by direct bank transfer.



Can I get samples before I purchase a rug?

No, we do not offer a postal sample service.

Is ordering online safe? 

Yes. Rugstore NE uses a third party to process all payment data. This third party uses the latest security and encryption to protect your payment data during the transaction. SUNDERLAND CARPET CENTRE LTD and its employees have no access to sensitive payment information (such as card numbers) and none of these details are stored within our systems.


Will you share my personal data? 

Your personal data will not be shared with third parties for marketing purposes. We may share your personal data with third parties in cases where it is necessary to fulfil our contract with you (e.g., in the event of an order we will share your personal data with our nominated carrier partner in order to dispatch your order). For more information, please view our Privacy Policy.


How long is Delivery?

 Delivery information is displayed on the product page for most items.

The stock feed is automatically updated daily.

Items in Stock

These items will show a lead time on the product page with an estimated delivery time

ie: Current Leadtime: 2 - 3 days

Items on Backorder

These items will show the date we have been quoted for stock arriving in the UK or expected production date.
These dates are estimates only and are liable to change.
Please allow normal stock times for delivery on top of these dates between 2 - 10 days.

ie: Stock Expected: 30-Jul-2021

Out of Stock Items

These items are not in stock and we do not have an expected delivery or production date from our supplier.
We would advise that you check delivery dates on these items prior to ordering.

ie: Please call for delivery times

All dates quoted are business days Monday to Friday and are estimated times only.

We will confirm all delivery times once we have processed your order.

 What are the delivery costs? 

We offer free delivery to addresses on the UK Mainland. See our charges on our Delivery Information Page.

Do you deliver outside the UK? 

No. We only deliver to UK addresses.

At the moment we are not delivering to Northern Ireland.

Can I return my purchase? 

Yes - you are welcome to return your order to us for a full refund or exchange within 30 days. In the case of non-faulty returns, the returns postage is to be arranged and paid for by you as the customer. For more information, please see our Returns and Exchange Information.

 What if my rug is faulty or damaged? 

Unfortunately, errors and incorrect deliveries cannot be completely ruled out and occur in very rare cases. In this case, please contact us on 0191 5492783 or email us on info@rugstorene.co.uk with any issues relating to your order. We will be more than happy to deal with issues in a professional and timely manner.


Can I view all your rugs in your showroom?

No. Although we do carry good stocks in our showroom, we only stock a fraction of our online collections instore. We would recommend calling or emailing prior to your visit if there is a particular rug you wish to view.