FAQ

How can I pay?

Payment can be made by a number of simple ways.

By using our secure on-line credit/debit card service. You will be transferred to a secure server to enter your details. This is the easiest and most secure way to pay.
By cheque or postal order. Orders will only be dispatched once the cheque has cleared. Cheques to be made payable to Couture Rugs Ltd, The Goyt Mill, Upper Hibbert Lane, Marple, Stockport, SK6 7HX
Payment may also be made by telephone. Simply call one of sales advisers and we will be happy to help.

Returns Policy

Couture Rugs must be informed by e-mail within 48 hours of receipt of your rugs if you intend to return the purchase and the reason for return, Couture Rugs will then email you a customer return number. The customer then has seven days in which to return the rug to Couture Rugs.

All returns are at the expense of the customer, and must include the customer returns number and customer name on the outer packaging so as we can identify your order, and arrange a refund.

When returning a rug, the customer must ensure that items are securely and satisfactorily packaged. No refunds can be issued if items are badly wrapped, arrived soiled or are damaged in transit. We highly recommend you use a reliable courier such as Parcel Force or DHL so as the item can be tracked and signed for at both collection and destination. Once Couture Rugs are in receipt of the goods and the item has been checked, a full refund will be issued (less postage). On the rare occasion that a rug may have been sent out faulty or damaged Couture Rugs will be responsible for the return postage costs. The above rules for packaging still apply.

Unfortunately no refund can be given on custom made rugs, cowhides or international deliveries. Please be aware of this when placing your order.

Please be aware that shedding , sprouting (long threads), or creases are not faults within the rugs and will not be classed as damaged or faulty.

Can I exchange my rug?

Yes, exchanges can be made, using the above process. Call or email our sales team on 0161 4270692 and a customer return number can be issued and an exchange organised for you.

What if my rug arrives damaged?

All rugs are thoroughly checked before despatch, so in the unlikely event of your rug arriving in damaged packaging, please mark this down on the couriers paperwork which you will be asked to sign. Goods which have been signed for as delivered in good condition will be deemed as such.

What happens if I miss my delivery?

As we use couriers such as DHL, every effort will be made to deliver your rug as quickly as possible. if they are unable to obtain an answer, the driver will leave a calling card with the drivers number, as so you can try to arrange a mutually suitable delivery time.

Can my delivery be left with a neighbour?

Yes, your delivery may be left with a neighbour, as long as they are prepared to sign for the goods. Please advise your neighbour to check the goods are received in good condition before they sign. If you do not want our couriers to leave your delivery with a neighbour, please advise us by email and we can pass on the information.

Can I track my delivery?

Yes your order can be tracked. Once your rug has been despatched Couture Rugs will issue you with a tracking number.

Will the driver leave my delivery at the back of the house, or the garage or in the shed?

Normal procedure is to obtain a signature on delivery, to ensure the goods arrive undamaged at your address. However, if you are willing to accept full responsibility should the goods go missing or become damaged due to no signature having been obtained we can pass the information on to the courier. We would also require an email stating that you are prepared to take this responsibility.

What is the quality of the rugs?

Whether our rugs are handmade or machine made you can be assured that Couture Rugs only deal with highly reputable rug manufacturers from all over the world. All our rugs are made to the highest standards whether they be from our designer ranges or our budget ranges.

Are the colours of the rugs true to your website?

Every effort has been made to ensure all colours are true, however things like lighting, and monitor set up can affect the photographs. If you at all unsure about the colour of any of the images of our rugs please call our sales team.

Online terms and conditions

This site is owned and operated by Couture Rugs Limited. If you have any queries about these terms and conditions or if you have any comments or complaints on or about our website, you can contact us at info @couturerugs.co.uk or 0161 427 0692

All rights, including copyright, in this website are owned by or licensed to Couture Rugs Limited.

Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non commercial use, is prohibited without our permission.

You may not modify, distribute or repost anything on this website for any purpose.

General Terms & Conditions

Please read this document carefully before placing an order. By placing an order with us you agree to the terms and conditions as set out below in the following points.

We have taken care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all goods have been fairly described.

However, orders will only be accepted if there are no material errors in the description of the goods or their prices as advertised on this website.

Making your Purchase with us

Browse our full online catalogue, and then click on the items that are required. Chosen goods will be placed into your shopping cart immediately.

When you have finished, click on the checkout icon, here your cumulative final bill will be listed for you and calculated.

We try to ensure that this website is free from any viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website. Except in the case of negligence on our part, we will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.

The remittance terms

We require all orders to be paid for in full at the time of placing them. If you do not wish to pay by credit card please follow the cheque payment options on the website.

Price

The prices payable for goods that you order are as set out in our website. All prices are inclusive of VAT at the current rates and are correct at the time of entering information.

Wherever it is not possible to accept your order to buy goods of the specification and description at the price indicated, we will advise you by email, offer to sell you the goods of the specification and description at the price stated in the email and will state the period for which the offer or the price remains valid.

Prices that are payable are set out on our site in Pounds Sterling and actually include UK VAT. Export orders placed where VAT is not applicable is re-calculated at the checkout.

Representation of product lines

Whilst we try to accurately reproduce the appearance of each rug that stocked, we are unable to accept any responsibility for any colour misrepresentation.

Alternative display settings on computer monitors do affect appearance of colours on product ranges.

Sizes are quoted as a representation of our products only. This is a handmade specialist product sometimes results in size variation

Under stocked items

Should your order be out of stock at any stage, we will urgently notify you with the option to cancel or change the item. Where possible we will provide an estimated re-stock time. Some ranges can take 14 -18 weeks to re-stock.

Risk and ownership

Risk of damage to or loss of the goods passes to you at the time of delivery to you, or if you fail to take delivery at the agreed time, the time when we tried to deliver. You will only own the goods once they have been successfully delivered and when we have received cleared payment in full. Goods supplied are not for resale.

Online and Transaction Security

We use the World pay ( a division of RBS ) for the processing of all credit and debit card payments. They take responsibility for capturing and storing card details on their secure servers.

Acknowledgement and acceptance of your order

You will need to provide us with your e-mail address and we will notify you by e-mail as soon as possible to confirm receipt of your order and e-mail you again to confirm details. An acceptance of your order will take place on despatch of the good(s) ordered.

Order cancellation

Stock, Sale & Special Orders items

Have the option to be cancelled up to the dispatch point.

Any custom orders & one off designed items

Can be cancelled up to 48hrs of confirming your order. We are unable to offer any refunds on these items once they have gone into production.

Out of Stock Items

If you have selected an item that is out of stock we will where possible notify you within 48hrs of your purchase and provide the option to cancel or change the item. If you wish to proceed with an order we will clearly advise you of the lead time for restocking to take place. Please note lead times provided are only guidelines and are not bound by contract law.

Cancelling any order prior to dispatch

We will accept cancellation on all stock, special orders & sale items up to the point of dispatch. Simply email us at info@couturerugs.co.uk

Any dispatched Items

Once goods are dispatched we are unable to cancel them. If you wish to return goods you may do so within 7 days of receipt.

Cancellation rights

Under the Distance Selling Regulations you have the legal right to cancel your order within 7 days of receipt of your goods (with the exception of any made to order items). You do not need to give us any reason for canceling your contract nor will you have to pay any penalty. However, you will need to notify us if you wish to cancel your contract.

You cannot cancel your contract if the goods you have ordered are newspapers or magazines or if you have taken any audio or video recording or computer software out of the sealed package in which it was delivered to you.

If you have received the goods before you cancel your contract then you must send the goods back to our contact address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery you must not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible.

Once you have notified us that you are cancelling your contract, any sum debited to us from your credit card will be re-credited to your account as soon as possible and in any event within 30 days of your order PROVIDED THAT the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we will be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.

You will be re-credited for the costs incurred in returning faulty or unsatisfactory goods.

Cancellation by us

We reserve the right to cancel the contract between us if:

We have insufficient stock to deliver the goods you have ordered;

We do not deliver to your area;

One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do cancel your contract we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order.

Satisfaction guarantee of 7 days

Upon receipt of your delivery we offer to you a full 7 days Satisfaction Guarantee. All you have to do is email us at info@couturerugs.co.uk

All we ask is that goods are returned to us within 14 days of the date of delivery and we will provide full refund to you. Items directly themselves or for a carriage charge per item, we can arrange collection

Defective items

In the unlikely event that your rug is actually faulty you must notify our customer service department within 48 Hours of receipt by e-mail to info@couturerugs.co.uk We will arrange a collection & inspection of all faulty items. If we find the goods faulty we will arrange a replacement or a full refund.

Delivery

Your order will be delivered to the address you provide at the time you place your order. It is your responsibility to ensure this information is correct. If your delivery details change please contact our customer service department by e-mail. Once goods have been dispatched we cannot change delivery details.

Delivery charges

Delivery charges vary according to the type of goods ordered and cannot be refunded.

Delivery

Our delivery charges are set out in our website.

You will be required to pay extra for delivery and it might not be possible for us to deliver to some locations.

Please note that we are only able to deliver to addresses within the United Kingdom, but excluding the Isle of Wight, the Isle of Man, the Scottish Isles, parts of Scotland, Northern Ireland and the Channel Isles.

We will deliver the goods to the address you specify for delivery in your order. It is important that this address is accurate. Please be precise about where you would like the goods left if you are out when we deliver. We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions (unless this is caused by our negligence). We will aim to deliver the goods by the date quoted for delivery but delivery times are not guaranteed. If delivery is delayed due to any cause beyond our reasonable control, the delivery date will be extended by a reasonable period and we will contact you to arrange an alternative time.

You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.

Our Liability

In the unlikely event that your delivery is incorrect or faulty we require you to notify us within 48 hours of receipt.

At our discretion we may then do one of the following:

Make good any shortage or non-delivery.

Following a collection & inspection replace damaged or defective products.

Provide a refund for the amount paid by you for the goods in question.

Events beyond our control

We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our control.

Invalidity

If any part of these terms and conditions is unenforceable including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.

Privacy

You acknowledge and agree to be bound by the terms of our privacy policy.

Third party right

A person who is not a party to this contract has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this contract but this does not affect any right or remedy of a third party that exists or is available apart from that Act.

Governing law

The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.

Entire agreement

These terms and conditions together with our terms of use and privacy policy, your order and our order confirmation set out the whole of our agreement relating to the supply of the goods to you by us.

Customers Own Carriers

Customer using their own carriers will need to ensure goods are received by us no later than 7 days from the date of the original delivery.

Couture Rugs will not take any responsibility for damaged or lost items by 3rd party carriers or their partners. The ownership & responsibility of any item / Items being returned by the customer will remain their responsibility until the item has been signed for by one of our warehouse team. Couture Rugs also reserve the right to deduct any outstanding administration fees from the final refund that may occur if the consumer has not paid an appropriate or adequate return carriage fee. We strongly recommend that customers insure any item they are returning to us to cover for any eventuality.

Notices

Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address and all notices from us to you will be displayed on our website from to time.

Exclusions to 7 Day satisfaction Guarantee

All custom order items are non-returnable and are not subject to our 7 day satisfaction guarantee.