Our products are sold to both retail and trade clients online or through our showrooms, franchise locations and authorized agents.
If you are an interior designer/architect and have an online trade account with The Rug Company, please login to purchase items online. Otherwise, please register online for an online trade account.
For any questions, please contact our online Customer Service or The Rug Company showroom nearest to you.
If you are a new trade client and wish to register for a trade account, please register online https://www.therugcompany.com/trade/account/apply/
If you are an interior designer/architect and have a trade account set up in one of our showrooms but not an online account, please register online.
If you are an interior designer/architect and have an existing online trade account with The Rug Company, please login to purchase items online.
Our rug designs can be easily customized into different sizes, colors, materials and shapes; with the exception of some of our collections such as Farrow & Ball and The Endurance Collection that are limited to custom size. To change the size, color, material and shape; please add 15% for one technical change (i.e size only), or 20% for multiple changes (i.e size, color, material).
We are now accepting custom size orders online. This feature is accessible through our Shop area where all of our contemporary designs are listed. Once a design is selected to ‘view’, it opens the product page where a rug could be made into “ Standard Size” or “Custom Size”.
Currently, custom color orders can only be made through price and artwork consultation with one of our representatives. Our custom rug tool is accessible under the Custom area, showcasing different rug designs to experiment with in your specified color, shape and material for consultation. Alternatively, please contact us stating the rug design name, size, color, material or shape specifications and we can send you the digital artwork and yarn card of your chosen colors.
Completely bespoke designs are priced individually. To submit a pricing request, please fill and submit our Bespoke form.
Alternatively, please contact your closest showroom to discuss your design or contact us with your specification and attach files of your sketches, artwork, or inspirations. One of our representatives will be in touch with you.
All artwork submitted for rug creation is private between The Rug Company and client. We do not reproduce designs without client’s authorization.
Please note that all custom and bespoke orders are final sale and cannot be returned.
Our Return/ Exchange Policy is within 30 days upon delivery. The item must be complete and unused in its original condition. To exchange or return an item, please contact us with your order number.
The Rug Company will cover the return shipping within the UK and US, with the exception for items purchased from The Archive Sale, prototype and ex-display rugs. Shipping charges may be incurred for international returns. Initial delivery fee is non-refundable.
It is recommended that you keep the original packaging in order to make returning items easier. If you no longer have the original packaging we can suggest alternatives or send you new packaging free of charge and provide wrapping direction.
Once received, the item will be inspected to meet our return policy guidelines. When all is cleared, The Rug Company will issue a refund for the item to your original form of payment.
For security reasons we can only make refunds to the original payment method you used to place your order. Once the item has been returned to us, it typically takes between 3-5 working days for the return to be processed and the money to show in your account.
Please note: Returns are not possible on any Custom or Bespoke items as these are specially commissioned items tailor made to your specifications. To avoid disappointment, please check whether an item is returnable before ordering. If you ordered the item in one of our showrooms, please contact the showroom directly.
We recommend professional cleaners for our rugs. For daily upkeep, please view our General Care and Cleaning direction.
To arrange a Home Approval, please contact or visit your nearest showroom. Our Home Approval service is not available on items from The Archive Sale.
Rug delivery in the US is a flat rate of $99 per order, with FREE delivery for cushions and catalogues. International deliveries are charged by weight, and are calculated at the checkout.
In-stock items are available within 3-16 business days depending on stock location and your destination. Made-to-order and custom hand knotted pieces have a standard lead time of 16-22 weeks and hand loomed at 10-14 weeks.
Deliveries to all international addresses will take longer, but we try to send all orders by the quickest route possible.
For delivery to any of the following countries, please contact your local showroom directly to make an enquiry or place an order: Belgium, Canada, Mexico, Russia, Spain, and United Arab Emirates.
For delivery within the US, please utilize our US website www.therugcompany.com/us
For delivery within the EU, please utilize our EU website www.therugcompany.com/eu
Most of our wool rugs have a thickness of approximately 0.25 inch and pile height of 5.5mm depending on the design. Please contact us for more information about a specific design.
Pile height guidelines:
Mohair standard pile – 18mm
Mohair short pile – 12mm
Mohair maximum pile height possible – 18mm
150 knot wool standard pile height – 5.5mm
100 knot wool standard pile height – 5.5mm
60 knot wool (reduced pile height as per our standard stock designs in 60 knot) – 5.5mm
40 knot wool (reduced pile height as per our standard stock designs in 40 knot) – 7mm
Handtufted 450 weight wool standard – 8.7mm
Handtufted 550 weight wool standard – 11.1mm
All of our rugs are 100% handmade with various qualities such as handknotted, handloomed, handwoven aubusson, and handtufted. Most of our rugs are made out of natural fibers such as wool and silk that are viewable under our product description page.
Due to the handmade nature of our products, we are able to customize our area rugs to better fulfill your space; including but not limited to runners, wall-to-wall, and uniquely shaped rugs.
All rug orders will include free complimentary rubber underlay. Rubber underlay is mold and mildew resistant, while also preventing cold air from rising above the subfloor. Rubber provides a great anti-slip advantage, however it is not suitable for a heated flooring.
At the moment we do not offer a sample rental feature on our website. Please contact your nearest showroom directly to request a sample. While we deliver our samples free of charge, you are responsible for any return shipping charges that may incur.
Due to the limited sample we carry for each design, it is best to consider alternative ways to observe colors, such as utilizing our keyrings or yarn cards. Keyring/ yarn-cards are more light-weighted, affordable and just as efficient as our samples for initial color matching. Our keyrings/ yarn cards are orderable online under our listed products.
Please contact us if you have further questions.
A Keyring Sample is the best way to see the colors of your chosen design. Each keyring features a series of cards wrapped in the same colours of yarn which will be used for your rug.
A Yarn Card is the best way to see an indication of the colors of your chosen design. Each card has a small swatch of wool attached to it, which the rug will be matched to.
*Please note that although we use the best quality dyes for accuracy, colors are mixed by hand and can vary slightly between batches.
To choose the most appropriate rug size for your space, please measure your complete furniture set-up and refer to our Size and Fitting Guide accessible online.
