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Frequently Asked Questions
We accept PayPal and all major Credit & Debit card payments via the Stripe gateway on the checkout page. We also accept Direct Bank Transfers but will not dispatch your order until payments have cleared into our account (please quote your order number if choosing to pay via Direct Bank Transfer).
All of your data is securely stored on our servers using a high level of encryption. Data transferred between our website and your Web Browser is encrypted using our designated digital certificates. You should never shop on an online store that fails to display a valid SSL certificate. Your payment details are never stored on our servers. If you choose to save your card details via the Stripe gateway, these will be held securely by Stripe, Inc.
You will receive an automated confirmation email detailing your total order with an invoice attached. Once payment has cleared we will endeavour to prepare your items as quickly as possible and dispatch them from our warehouse within 1-2 working days, at which time you will receive another email notifying you that your items are out for delivery.
A full VAT invoice will be automatically sent to the email address you specified upon checkout, which will also contain your order details. If you fail to receive anything in your inbox please check your spam/junk folder in the rare case it becomes filtered. Still can’t find your invoice? Please let us know and we will reissue one to the same email address used at checkout.
Yes, you can return any rug purchased from us (except for custom made rugs) for a full refund as long as you inform us within 30 days of purchase. Please email Sales quoting your order number, or reply to your original order email directly and we will respond with full instructions of what you need to do to ensure the return runs smoothly. You are responsible for the return cost so please use a reputable courier, prices average around £15 but vary dependent on size & weight.
Further information can be found on the Delivery and Returns page.
You can exchange your product for a different size, shape or colour using the same returns process described above, just email our Sales Team quoting your order number, or reply to your original order email directly mentioning that you wish to arrange an exchange. We can then proceed to send out your new product once the original has been returned.
Not all of our products have samples available but they may be requested using the form on this page. After gathering a list of desired rugs please let us know which ones you’d like to sample and a representative will be in touch.
We provide cleaning services for all of our rugs (and additionally carpets) which can be arranged in situ upon request. Currently, the only areas we provide this service for are London, Greater London and South-East/South West England. Please contact us using the form on this page to request an estimate.
Our team of specialists are at hand to expertly repair any damage caused to your product, from the usual wear and tear to accidental rips please email us here with details and if possible images of the damaged area(s). Please quote your full name and order number so we can confirm your customer details.
Elegance Rugs are pleased to offer Trade Accounts for interior designers, decorators and architects. Please fill out this application form as an initial introduction.
No, however, warehouse visits can be arranged via appointment. Please send us a message using the contact form on this page to book a time. Visiting hours are Monday to Friday 9 am to 5 pm.