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Frequently Asked Questions

Your Order

Are samples available before ordering?

Unfortunately, samples are not available at this present time.

Is ordering online safe?

Yes. Reads Rugs Limited uses a third party to process payment data. This third party uses the latest security and encryption to protect your payment data during the transaction. Reads Rugs Limited and its employees have no access to important payment information (such as card numbers). None of these details are stored within our systems. The security of your personal information is extremely important to us.

Returns

Can I return my purchase?

Yes – you are welcome to return your order to us for a refund or exchange within 28 days. In the case of non-faulty returns, the returns postage is to be arranged and paid for by you as the customer. You can see more about our returns process HERE.

What do I do if I receive the wrong item?

This is highly unlikely, but in the event that this does happen, requesting a replacement is quick and easy.  Please contact us within 48-hours or receipt of the rug. Simply follow our returns process HERE or contact us via our contact form HERE. Provide the order number, the information on the rug you ordered and attach a photograph (for proof of the wrong rug), and we will come back to you as soon as possible to arrange a new delivery or return. You can see more about our returns process HERE.

Products

What pile height are your rugs?

Pile heights vary from rug to rug. You can find the details of pile height within the “Additional” tab on each rug. If you require further specific information on any rug please use our contact form HERE.

What happens if I spill something on the rug?

If in the unfortunate event that you have a spillage/accident on your rug, we recommend warm water and blotting with white kitchen roll as soon as possible. Never rub, always blot. We don’t offer any cleaning products/stain removers.

Is it okay to use a vacuum cleaner on a new rug?

Generally speaking, it’s perfectly fine to use a vacuum cleaner on a new rug – especially rugs that are flat-woven. However, we’d recommend caution with rugs that have particularly long fibres. For example, any form of shaggy rug may potentially snag in the mechanism of the vacuum, which can be a problem. In this case, you can look at other options such as dry-cleaning or handheld vacuums.

The fibres of my rug are shedding… why?

If your rug is new, it’s expected that there’ll be a little bit of shedding to start with, especially if it’s a wool rug. This is a simple side-effect of the manufacturing process. Shedding with new rugs is generally more common with shaggier rug piles. If your rug is older and is shedding, there can be a couple of reasons, but primarily it’s wear and tear that’s the culprit. We’d recommend rotating your rugs a couple of times a year to ensure no one spot is subject to excess foot-traffic.

If you have a question and it’s not covered in our FAQ’s, please do not hesitate to contact us HERE.

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