These Terms and Conditions of Trading (‘Agreement’) apply to all online sales between The Rug Company Limited and our subcontractors (‘us/we/our’) and the Customer (‘you/your’) in relation to all online sales of goods and services.
We accept MasterCard, Visa, American Express and Visa Debit
By placing an order with us you will be deemed to have read, understood and agreed to these Terms and Conditions. If you are unhappy with or unclear about any aspect of these terms, please contact us before placing an order - either by telephone on +1 212 274 0444, by email at USwebenquiries@therugcompany.com or by post using the address given below.
Telephone calls to and from The Rug Company may be recorded or monitored as part of our efforts to further improve service to our customers. Unless stated otherwise, all calls from within the USA to The Rug Company using the number above are charged at your standard rate from a landline. International calls, and charges from mobile providers and other networks may be higher.
By placing an order via this website you are making an offer to The Rug Company to purchase the goods detailed in your order upon the terms described in your order. Once you have placed an order we will send you a confirmation that your order has been received but this is not a confirmation that your offer to purchase the goods has been accepted. A contract between you and The Rug Company for the sale of our products will only exist once an order has been accepted and processed. This does not affect your statutory rights.
Prices and availability of goods are subject to change without notice. A delivery charge will be added to your order value where appropriate. Please see our delivery times and charges.
All dates quoted for delivery are estimated delivery dates only and may be subject to change without prior notice. We can accept no liability for any loss or damage (whether direct or indirect) if delivery takes place at any time other than the estimated date for delivery. All orders received and accepted before midday will, subject to availability and where possible, be despatched on the same day for a 2 working days delivery. Orders received and accepted after midday will be deemed as received the following day and every reasonable effort shall be made to have the item dispatched on that day.
Orders placed through this website can be delivered to any country in North America, South America and The Caribbean with the exception of certain countries in which we have a local showroom. Please contact our local partner directly if you wish to place an order for delivery in any of the following countries.
Canada - contact The Rug Company in Toronto
Mexico - contact The Rug Company in Mexico City
We regret that we are unable to deliver to countries outside of North and South America and The Caribbean from the US web store. If you wish to place an order for delivery to any other country, then please visit our UK or International websites.
You will receive an order receipt confirmation email as soon as you have placed an order. Please keep it in a safe place as we may ask you for information from it in any correspondence. If you do not receive this email please contact USwebenquiries@therugcompany.com, so that we may investigate and confirm that your order has been placed successfully.
We take every care to ensure that the description and specification of our products are correct. However, specifications and descriptions of products on this website are not intended to be binding and are intended only to give a general description of the products. Furthermore, while the color reproduction of the products is a close representation, we cannot accept any responsibility for any variation in color caused by the browser software or computer system used to view the products.
All of our products are handmade, and rugs can vary in size and design by up to 4 inches in width or length from the size shown. Likewise, although Swiss dyes are used for accuracy, colors can vary slightly from rug to rug. This is normal and, by placing an order via this website, you confirm your understanding and acceptance of this. If you require a rug of a specific size, please contact us - either by telephone on +1 212 274 0444, by email at USwebenquiries@therugcompany.com.
We endeavour to display through this website all items in our current range. We aim to hold stock of all styles and sizes whilst a product is active. However, occasionally an item will be out of stock and if this is the case this will normally be highlighted in your shopping basket. The stock status for your order will also be shown on your order confirmation. If an item is out of stock at the time of order, but due in stock within two weeks, this will be shown as in stock and we will process your order as normal but let you know that your order will be delayed.
If one or more item of a multiple order is out of stock, we will not despatch your order until all items are in stock. We will let you know this, and give you the option to split your delivery for an additional delivery charge.
If you have any queries, issues or complaints in relation to any products purchased from The Rug Company, please contact USwebenquiries@therugcompany.com
If after following our internal complaints procedure you still feel that we have not satisfactorily resolved your complaint, then you can access the EU's Online Dispute Resolution platform by following this link.
We are pleased to arrange delivery of your order to an address that is different to your credit or debit card billing address but, if you have not purchased from us before, we may contact you before we process your order you to verify that your credit or debit card is not being used fraudulently.
Standard deliveries to US addresses are normally made within 2 working days – Monday to Friday. Deliveries to South America and the Caribbean will take longer, but we endeavour to send all orders by the quickest route. For orders delivered outside the USA, we will confirm the anticipated delivery date to you.
Delivery charges are calculated by volumetric weight, and are shown at the time of order.
We retain ownership of any products ordered until we have received full payment for such products.
If you are not entirely delighted with the products that you have chosen you may return them to us within 21 days of receipt. We will be happy to offer you a full refund or exchange- provided that the products are returned complete, in perfect condition with the original packaging. The Rug Company will cover the cost of return shipping.
Items can be returned outside this period if they are found to be faulty but please take extra care to read our care and cleaning guide or any specific care instructions provided with your purchase. We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.
If you wish to an item for any reason, you must contact us first on +1 212 274 0444 to obtain a returns authorisation. Once authorised, we will then arrange for a carrier to collect the item(s) from you. If your return is not covered by the terms above, then we may require payment to cover the cost of shipping.
All prices quoted on this website are accurate at the time of publication, are quoted in US Dollars. If your order is for delivery within the United States, all prices charged are inclusive of sales tax at the appropriate rate. If your order is being despatched to a destination outside the United States then your sales tax will be zero. You will be responsible for the payment of any customs or import duties levied once the package reaches your destination country.
If your credit card is lost or stolen and used fraudulently as a direct result of being used to buy from our site, we will use reasonable endeavours to work with your credit card company to minimise the hassle for you.