Terms And Conditions

About Us Welcome to Express Rugs, the mail order division of The Rug Co., West Wales' largest supplier of both hand and machine-made rugs. (Please note that our retail premises has closed and we are now just selling on-line). We have been selling rugs on-line since 1999 and were one of the very first on-line rug retailers in the UK! As an established business we have had many years of experience sourcing good quality rugs, establishing good relations with our suppliers and getting the best prices so we can pass these onto our customers.

At Express Rugs, customer satisfaction is very important to us and we will keep you informed every step of the way from point of order through to delivery.

If you do not see what you are looking for, please contact us, we may well have an alternative we can offer from our vast selection of rugs still to be added to our website and remember our on-line catalogue is being constantly changed and updated.

Opening hours 9.00am to 5pm, Monday to Friday. E-mail: enquiries@expressrugs.co.uk or sales@expressrugs.co.uk


With 25 years of rug retail experience to draw from, we can assure you of our ability to provide an efficient and reliable service.

Our Contact details:
Express Rugs
W12 Westpoint
Middlemore Lane West
Aldridge

WS9 8DT
United Kingdom
Phone: 0121 516 1824
Email: sales@expressrugs.co.uk
VAT 409509490

Making A Purchase Making a purchase could not be easier. Just browse through our catalogue and click on any items that you wish to buy and put them into the shopping basket. After you have finished your selection, go to the checkout and you will be asked for a few details that will enable us to satisfy your order.

We accept most major credit cards/debit cards. Although completely secure, if you do not wish to disclose your credit card details on-line, please give us a call and we can take your order and payment details over the telephone.

If you have placed your order on-line, you will receive an automated response as a confirmation of order. We will then e-mail you within 24 hrs, confirming the status and progress of your order and payment.

Please check your spam/junk mail as sometimes our emails can be placed there.

We aim to make sure that the prices on our website are accurate. We shall always validate the price before we process your order.

If your rug is in stock your order and payment will be processed immediately. You will not be charged for any item that is out of stock at the time of order. We willl notify you of the length of time your rug will take to come into stock in order to give you the option to wait or cancel.

Once your rug has come into stock, we shall notify you by email that payment has been processed as well as a delivery/dispatch date.

Shipping And Handling Delivery to Mainland UK is free on all orders.

The majority of orders take 2 -10 working days from point of order. If your order is going to take any longer than 7 working days we shall inform you immediately.

Your payment will be processed immediately if delivery is going to take 7 working days or less. If your delivery will take any longer, your payment will be processed 3 - 5 working days before delivery.

UK Mainland - Delivery Charges Explained

UK Mainland - FREE DELIVERY ON ALL RUGS

A "Before Noon" Delivery Service costs £15.00

We do not offer weekend or bank holiday deliveries.

Destinations Outside of UK Mainland - Delivery Charges Explained:

Deliveries to the areas below will incur a delivery charge.

Due to the varying sizes and weights of the rugs we sell, if you live in the areas mentioned below, we ask that you contact us either by email: sales@expressrugs.co.uk or phone: 0121 516 1824 for an accurate delivery quote.

Scottish Highlands (as determined by the courier company used)
Guernsey
Isle of White
Isle of Man
Northern Ireland

All European Destinations:

Please email us for a quote on all European delivery destinations. Please mention the name of the rug and its size.

Delivery Schedule Delivery to Mainland UK is free on all orders. The majority of orders take 2 - 7 working days from point of order. If your order is going to take any longer than 7 working days we shall inform you immediately.

Your payment will be processed immediately if delivery is going to take 7 working days or less.If your delivery will take any longer, your payment will be processed 3 - 5 working days before delivery.

If your rug is temporarily out of stock, we shall inform you by email of any delays. You will always be given the option to cancel your order if you would rather not wait. No payment will be processed until the rug is in stock.

We do not deliver on Bank Holidays or Sundays.

Rugs obviously don't fit through letterboxes! Therefore we offer you the option of delivery to an alternative address, other than your billing address for your convenience. So if you think you will not be at home to receive and sign for your rug(s) you can add an alternative delivery address such as a works address, or relative or neighbours address.

Most rug deliveries will require a signature from the carriers. Alternatively, you can leave a note, with your signature on, giving instructions to leave your rug in a safe place or with a close neighbour.

When your rug is ready for dispatch we shall email you to inform you of your delivery dates.

Carriers will leave a card explaining how to contact them if an attempt to deliver has been made and you were not in. Please note that if more than two attempts to deliver the rug occurs, the rug will be returned to ourselves. If this happens, you will be charged for re-delivery.

If there are any queries or specific delivery requirements you may have please just email us and we shall answer within 1 working day.

Back Orders If your rug is temporarily out of stock, we shall inform you by email of any delays. You will always be given the option to cancel your order if you would rather not wait. No payment will be processed until the rug is in stock.

We do not deliver on Bank Holidays or Sundays. We can arrange a Saturday delivery, but this will incur a delivery charge.

Rugs obviously don't fit through letterboxes!!

We offer you the option of delivery to an alternative address, other than your billing address for your convenience. So if you think you will not be at home to receive and sign for your rug(s) you can add an alternative delivery address such as a works address, or relative or neighbours address.

Most rug deliveries will require a signature from the carriers. Alternatively, you can leave a note, with your signature on, giving instructions to leave your rug in a safe place or with a close neighbour.

When your rug is ready for dispatch we shall email you to inform you of your delivery dates.

Carriers will leave a card explaining how to contact them if an attempt to deliver has been made and you were not in.

Please note that if more than two attempts to deliver the rug occurs, the rug will be returned to ourselves. If this happens, you will be charged for re-delivery.

If there are any queries or specific delivery requirements you may have please just email us and we shall answer within 1 working day.

Credit Card Security Express Rugs allows you to make your purchases securely online using most major credit/debit cards. Our secure payment provider is Barclaycard, Barclaycard is one of the largest online secure payment providers in the world and is used by millions of people worldwide to purchase goods securely online.

Please note we do not accept American Express.

The UK Government's Consumer Direct website also contains some very useful information on safe internet shopping: http://www.consumerdirect.gov.uk/before_you_buy/online-shopping/safe-shopping

If you prefer to place your order over the telephone please call our sales office on 0121 516 1824 (Mon-Fri, 9.00am to 5pm).

We are also able to take payments via cheque and direct bank transfer. Please contact us for more details.

Please note that no goods will be dispatched until payment is made in full.

Guarantee We aim to provide the best quality and service together with the most competetive prices on the internet today.

In order to endorse this we are pleased to offer you the following LOWEST PRICE PROMISE:

If you wish to purchase a rug from us and find it cheaper (including delivery costs and VAT) on the website of another Vat registered rug retailer, within the UK, please notify us by email or phone and we shall not only match this price but give you a further 2.5% discount.

The above Lowest Price Promise conditions are as follows:

1. The rug must be exactly identical in terms of name, design, size, quality and manufacturer.
2.. The retailer must have the rug in stock and available for sale at time of purchase.
3. Our Price Promise does not include rugs advertised by Ebay traders or wholesalers.
4. This Promise is subject to change and can be withdrawn at any time.

Reaching Us Express rugs are completely dedicated to your total satisfaction. If you have any problems, enquiries or complaints about the way we have dealt with any situation please phone on 0121 516 1824 Monday - Friday 9.00 am - 5pm. National telephone rates apply. Alternatively contact us on any of the below. We will acknowledge any enquiry or complaint made within 1 working day.

We are here to help.
Express Rugs
Sutton Coldfield
West Midlands
B74 2SG

Email: [email protected]
Tel:0121 516 1824

Privacy Policy PRIVACY AND COOKIE POLICY

We at Express Rugs are totally committed to protecting your privacy and takes the security of your personal information very seriously. We comply with the principles of the UK Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2003 subsequently incorporating the EU Cookie Regulations of May 2011. We conform with the EU General Data Protection Regulation (GDPR) from 25 May 2018.

We collect information about you in order to process your order and to tailor your visit to our website to be as relevant to you as possible. That information will only be shared with other parties that are involved in the fulfilment of your order.

The information we hold includes:
Your name
Address
Phone number (for delivery and order updates)
Email address*

*This is used one time only (but not retained) by SafeBuy in order for you to leave your independent review of the services and goods we have provided you with. For additional information on the SafeBuy Code of Practice please visit https://care.safebuy.org.uk/code-of-practice/

When you place an order with us, you are given the option to be added to our marketing database by ticking the appropriate box. You then give your consent for us to send you news and special offers once in a while. If you do not wish to be added to our mailing database, please do not tick this box. We will never pass any of your personal information on to any third parties and your personal information will only be used by Express Rugs for marketing purposes and to pass onto the couriers responsible for the delivery of your order.

We will never collect sensitive information about you without your agreement. You have a right to ask for a copy of the information which we are holding on you. If we decide to change our Privacy Policy, we will post the changes on our website and if we make significant changes to the way we use your personal information, we will always ask for your consent to do so.

HELPFUL - TO US AND TO YOU

We monitor visitor activity on our website (without collecting any data on you) so that we can improve the site structure, page routing options and processing systems to help all visitors

We analyze customer statistics, sales, traffic analysis and related site information to improve our service. Express Rugs uses Google Analytics to record anonymous information about what pages customers have landed on and how customers have navigated through our website. This information enables us to analyse which pages people visit, which internet browsers are being used, what pages are popular and if you have visited our website through our social media sites.

COOKIES - what they are and how we use them

Cookies are small text files that our website and sometimes emails place in your computer to ensure that your experience of our offerings is as effective as possible. They remember any options you have chosen for example and your password or particular interests. They also enable us to track visitors' usage of our site so that we can continuously improve it. There's nothing mysterious about them and they do not collect personal data.

Like pretty much all website owners we have always operated cookies and visitors have had the benefit of using them. EU regulations now require us to inform you of what they are and give you the option to prohibit them if you wish.

We're using the word 'cookies' here to include things like 'web beacons' and 'Flash cookies' which serve similar functions. 'Your computer' includes anything connected to the internet including laptops, office machines, tablets, mobile phones and so on.

ON EMAILS

We may use web beacons to check whether our emails are actually opened and whether any links in them are clicked on. That way we learn not to send you junk. If you choose plain text to download instead of HTML the web beacon is eliminated. And all our emails also give you a total opt-out procedure.

Rather than listing data on all the cookies we use or may use in the future you will almost certainly find it quicker and easier to set your web browser to control cookie usage on all the sites you visit. If you have a very old browser you may need to bring it up to date to use effective cookie controls.
In continuing to use our website you are agreeing to our use of cookies as outlined above.

The above has been a simple introduction to cookies, what they are and why we use them. For more information try www.allaboutcookies.org.

Returns Policy If you are not entirely happy with your purchase we ask you to inform us, in writing (by email) within 7 working days of your order being delivered. In compliance with the Distant Selling Regulations you will then be entitled to a full refund of the purchase price less our collection and return service fee. The cost of our returns service depends on the size of the rug you wish to return. See below.

We then ask that the goods be collected within 14 working days, undamaged and unused, in their original packaging for a full refund of the purchase price less our returns fee. If a delivery charge was paid on the original order, the price for the delivery will not be included in the refund.

It is the responsibility of the customer to meet the carriage payment on rugs returned.

We arrange for a pick-up and return service for you, in order to take the headache out of arranging the return yourself. The collection can be arranged from your home, work place or any address that is convenient for you. These charges are for collection addresses within mainland UK only.

Our returns service charges are as follows: The prices quoted below are per rug.

RUG SIZE COST
*The length of rug once rolled and packaged is under 125cms £16.99 (per item)
*The length of rug, once rolled and packaged, is over 125cms but under 155cms £19.99 (per item)
*The length of rug, once rolled and packaged, is over 155cms but under 175cms £25.99 (per item)
*The length of rug, once rolled and packaged, is over 175cms but under 240cms £38.99 (per item)
*The length of rug, once rolled and packaged, is over 240cms but under 250cms £49.99 (per item)

*If you live outside of Mainland UK, the above charges do not apply and we will email you with a quote for your rugs return journey.

MAKING SURE YOUR RETURN/REFUND GOES SMOOTHLY

When returning goods, you must ensure they are SATISFACTORILY WRAPPED IN STRONG WATERPROOF PACKING OR ORIGINAL DELIVERY PACKAGING. Please pay particular attention to the closure of the ends of your rug. Strong parcel tape is recommended. Please do not use thin plastic wrapping such as bin liners. No refund can be issued if goods are badly wrapped and are soiled or damaged when in transit. If you are unable to re-use the original packaging and/or have no alternative to wrap your rug in, please contact us and we can offer our help.

We make every effort during the photography process to accurately reproduce the appearance of each rug we sell. However, circumstances outside of our control, such as computer monitor settings can sometimes affect how colours are displayed on your screen. Where possible, we recommend you view your chosen rug on more than one computer if you are unsure.

Colours can also be subjective and the interpretation of colours can vary from person to person. If you are not happy with the colour of a rug you receive from us you may return it for a refund under our normal 7 day returns policy. See above.

We send the carrier labels to you by email for you to print and attach securely to the item(s) you wish to return.

Our returns service will only apply if you are returning your rug from a UK mainland address. Once your returned rug has been received by us, we shall notify you by email of its receipt and of any refund due less our collection and returns service charge. If you are unable to print your returns labels, we are able to post these to you.

Exchanges: We are not always able to offer an exchange service (e.g. collection and delivery on same day). Please follow our normal returns procedure first and once we have received your returned rug and you have been notified of your refund, you can then return to our website and proceed with a new order. We will always do our upmost to make this exchange as easy as possible for our customers

Remittance Terms No goods can be despatched until paid for in full.