Q.Who are you?

A. We are The Rug Tailor, an online retailer of made to order custom-made and bespoke rugs and hall runners. The Rug Tailor is brought to you by the team that created and runs The Rugs Warehouse, combining years of experience in the rugs’ industry and outstanding reputation for customer service. The Rug Tailor offers customers a large selection of customisable modern and traditional rugs’ designs, as well as an opportunity to create your own unique designs and have them brought to life using quality craftsmanship and materials. The Rugs Tailor website is owned and operated by The Rug Tailor Ltd, a UK registered company. You can learn more by visiting the 'About Us' page.

Q.Do you have a showroom?

A. Yes. Our showroom is conveniently located in Chiswick, West London (see 'Contact us' page for location and opening hours). At our London showroom you can view a large selection of texture and colour samples and discuss your project’s requirements. Should you wish to view a specific rug texture, do get in touch before your visit to check if there is a display piece or sample for it currently in our showroom.

Q.Is the rug I want to order in stock?

A. All rugs sold on this website are custom-made to the client's specifications.

Q.How does delivery work? And how much does it cost?

A. Please refer to our 'Delivery' page for a detailed description of our delivery process and charges.

Q.What will the delivery charge be if I purchased more than one rug?

A. There are no additional charges for purchasing more than one rug. Please refer to our 'Delivery' page for more information.

Q.Could I return a rug? And would I get a refund?

A. All rug ordered on this website are custom-made to the client's specifications and as such not returnable and non-refundable. Please refer to our 'Returns & Refunds' and 'Terms & Condition' pages for more details. 

Q.How can I pay?

A. We offer several ways of accepting payment including debit/credit card (online, in store, or over the phone), BACS, and PayPal.

Q.Can I pay by phone?

A. Yes, if you prefer to make your payment over the telephone, please call our customer service team on 0845 643 6652. They are available Monday to Friday (10am – 4pm). Please note that we do not operate a queue system.

Q.Is my payment secure?

A. Whether paying by card or PayPal express, all our payment information is processed using Barclaycard payment solutions. Your payment information is also entered into a secure environment; this website is secured via 2048-bit secure server technology, which is a world leading method in stringent security measures for websites.

Q.What is your Privacy & Security policy?

A. We take the privacy and the security of your information very seriously. All your payment information is encrypted the moment you enter it on our website and is seen only by the payment service provider. We do not get access to your full payment information. All your other details, including name and address are stored in our secure servers and are only processed in accordance with our Privacy & Data Protection Policies.

Q.Are the colours on your website accurate?

A. As all our products are handcrafted, there may be a small degree of tolerance in both size and colour. We are also in the process of cross-referencing all our colours to Pantone Colour System. Further, whilst we make every effort to accurately describe each product’s colour(s), different colour display settings on computer monitors/screens can have a distorting effect on the appearance of colours. Please bear this in mind when making your selection/purchase and allow for a degree of tolerance.

Q.Can you send me additional pictures?

A. We have higher quality images for most of our rugs. If you would like to see higher quality images, please message us using the helpdesk contact form on the 'Contact us' page. Please be aware that any pictures/images we may provide are the property of therugtailor.com and are for the customers' viewing only. Any further use of those pictures/images is prohibited without our prior written consent. All pictures/images are watermarked as the property of therugtailor.com.

Q.What's the quality like?

A. We understand that the quality of a rug is difficult to ascertain from a picture on a website, but we would like to assure customers that we only offer rugs of excellent quality in their respective categories. We do not sell low quality rugs despite their wide availability and low cost.

Q.Do you do samples of your rugs?

A. We do have over 1000 various samples which can be borrowed. If you would like to check whether the rug design you are interested in has a sample available and/or borrow selected samples, please call us 08456436652 or send us a helpdesk message (via the form on the 'Contact us' page) with the details of the rugs’ design(s) that are of interest.

Q.Can I change the colouring and/or size of a certain rug?

A. Yes. This website was built for the purpose of rug customisation. Many of our rugs can have their sizes, shapes, and colours changed, and many can be built from scratch. With designs we offer under license, ability to alter colour will vary from design to design. Please see design options for further guidance or contact us for additional information.

Q.Do you have a catalogue available?

A. No, we list our products exclusively online, which gives us the advantage of keeping our customers up to date with the available ranges, and it also helps keep our costs down. Brochures present a significant extra cost and go out of date every few months.

Q.Do you deliver to Ireland and other offshore UK destinations?

A. Yes. Please refer to our 'Delivery' page for more details

Q.Do you deliver outside the UK & Ireland?

A. Yes. Please refer to our 'Delivery' page for more details.

Q.Could I pick up my order from you?

A. Yes, you may be able to pick up your order from our dispatch office at Unit PC.G13, The Light Box, 111 Power Road, Chiswick, London W4 5PY. Collections are strictly by appointment. If you would like to arrange a collection appointment, please contact us via our helpdesk message page (see 'Contact Us' page for details).

Q.How are your rugs packaged?

A. All our rugs are packaged with a waterproof translucent wrapping.

Q.Are your rugs easy to clean?

A. Please refer to our 'Rug Care' page for more details.

Q.Do I need an anti-slip underlay for my new rug?

A. Some rugs may need an anti-slip underlay to prevent creeping out of place; this depends mainly on the type of flooring you have.

Q.You use some terms in your rugs’ descriptions that I do not understand?

A. Please refer to our 'Rug Glossary' page for a full explanation of unfamiliar terms. Should you require any further information or clarification, please get in touch (please see our Contact Us page for details).

Q.Do you sell anti-slip underlay or rug grips?

A. No. Unfortunately, we do not currently sell underlay or rug grip products.

Q.Is child labour used in the production of your rugs?

A. No. We only work with reputable manufacturers that do not use any child labour.