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frequently asked questions

Q. How do I buy a rug on your website?
A. We allow you to make your purchase securely online using most major credit / debit cards by adding your chosen item(s) to the shopping basket. Our secure payment provider is Worldpay - one or the largest online secure payment providers in the world and is used by millions of people worldwide to purchase goods online. If you prefer to place your order over the telephone please call our sales team on 01388 663 738 (Mon-Fri, 9am to 5pm). We are also able to take payments via cheque and direct bank transfer, please contact us for more information.

Q. Do you supply samples of your rugs?
A. Unfortunately we do not have samples of our rugs. However we do make every effort to ensure that our images and product videos are as accurate as possible. You can also return any rug purchased from us for a full refund if when you receive it you find that it is not suitable.

Q. Do you have a brochure / catalogue that you could send me?
A. Unfortunately we do not have a brochure, all of our rugs can only be viewed on our website. Our ranges change very often due to different styles and trends so any physical catalogue would soon go out of date. Selling our rugs exclusively over the internet means that you are seeing only our most up to date stock and overheads are kept down, savings that we pass on to you the customer.

Q. Do you have a shop / showroom?
A. The majority of our rugs are ready packaged in our UK despatch warehouse for quick delivery to customers. If you would like to view a rug at our warehouse please contact us to make an appointment. Our warehouse address is:
Modern Rugs Ltd
Unit 3 Maple Way
Aycliffe Business Park
Newton Aycliffe
DL5 6BF

Q. What is the quality of your rugs like?
A. Modern Rugs only deal with highly reputable rug manufacturers and importers. Therefore whether you are buying one of our budget rugs or an exclusive designer rug you can be assured that they have been made to a high quality standard.

Q. Are the colours on your website accurate?
A. During the photography process we make every effort to accurately reproduce the appearance of each rug we sell. However, variables such as photography lighting and your computer monitor set up can sometimes affect how colours are displayed. If you are uncertain about a particular rug colour and would like more information before you order you may ask our sales team by calling 01388 663 738 or e-mail us at sales@modern-rugs.co.uk

Q. Can I return a rug if I don't like it when it arrives?
A. Yes you can return any rug purchased from us for a full refund (excluding custom made orders). For more information please see our Returns page.

Q. Are your rugs easy to clean?
A. Yes they are. Most of our rugs come with cleaning instructions on the back of them, however we also have a useful online rug care guide.

Q. Is the rug I want to order in stock?
A. We do our very best to ensure that the vast majority of our rugs are in stock and ready to be despatched, however occasionally we may be out of stock of a certain design / size. If this is the case we will notify you as soon as possible by e-mail with an estimated delivery date for your chosen rug as well as option to choose an alternative rug or get a full refund. Please feel free to contact us if you would like to check to see if a certain rug is in stock before ordering.

Q. How does delivery work?
A.  The delivery time will vary depending on which rug(s) you choose to order. The estimated delivery time is displayed on the product page of each rug when ordering. Most rugs are delivered within 7 working days of placing your order but we do advise that you check the delivery time quoted on the product page for a more accurate estimate.

Deliveries are made by courier Monday to Friday between 9am and 5pm (we also offer Before Noon, Afternoon, Evening and Saturday delivery options at an additional cost). You are given the option of delivery to an alternative address other than your billing address if this is more convenient for you (eg. your place of work, a neighbours, relatives etc).

When your rug is ready to be despatched a delivery tracking number is e-mailed to you allowing you to track the progress of your delivery online and see what day it is due to arrive on. If you do miss the first delivery attempt our couriers will leave a card and give you the option to re-arrange delivery on a day of your choosing (Mon - Fri).

Q. Do you deliver to Ireland and other offshore UK locations?
A. Yes we deliver to most UK offshore locations at the following costs:

Delivery Options:
UK Mainland 8.30am to 5.30pm – FREE
UK Mainland BEFORE 12 Noon* - £6.95
UK Mainland BEFORE 10.30am* - £9.95
UK Mainland SATURDAY - £24.95

Offshore UK Delivery:
Northern Ireland Delivery - £9.95
Republic of Ireland (Eire) Delivery - £19.95
Jersey / Guernsey Delivery (VAT Exempt) - £19.95
UK Offshore Islands (Includes Isle of Man, Isles of Scilly, All Scottish Islands) - £14.95

These delivery options are available to select when placing your order.

Q. Do you deliver outside the UK?
A. Yes we deliver to all countries within mainland Europe. The cost off international deliveries can vary based on the size and weight of the rug(s) you wish to purchase from us. We therefore ask that you contact us for a quote stating the name and size of the rug(s) you are interested in purchasing.

Q. How does your price promise work?
A. We do our best to ensure that we offer the best prices on all of our rugs. Therefore if you purchase a rug from us and find it cheaper on another retailer's website (including postage costs) within 7 days, let us know and we will refund you the difference plus £5.00!

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