Terms and Conditions

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 sales of goods and services.

Step Behind The Scenes Pop Up Offer

£/$/‎€250 off £/$/‎€1000 orders T&Cs

Discount codes offered by therugcompany.com are valid only for use as part of a purchase made via www.therugcompany.com, not in The Rug Company showrooms. The offer is only valid on orders over £/$/‎€1000. The offer is only valid on customer’s first online order, one order per household. The discount code expires 3 months after initiation. The offer cannot be exchanged for cash or a gift card

We reserve the right to refuse to accept the discount code which we deem to be tampered with, duplicated or which otherwise is suspected to be affected by fraud. We reserve the right to amend the discount code terms and conditions from time to time, where we consider it reasonable and necessary to do so.

Delivery in time for Christmas / the Holidays 2018

For orders in the United Kingdom, order before 18th December for delivery in time for Christmas. For orders in Germany, order before 14th December for delivery in time for Christmas. For orders in the United States, order before 18th December for delivery in time for the Holidays. These dates only include items available for immediate delivery.

Please Note UPS have suspended all Guarantees for delivery Transit times after 10th December due to the volumes currently being handled.

The Archive Sale

Home Approval is not offered on Archive items. The shipping costs on returns on Archive items are funded by the customer. Free delivery applies to the UK, the US, Germany and Belgium on the items that are in the Archive Sale for the duration of the Archive Sale. The prices on Archive items are only applicable to rugs held in stock. Customers are able to have out of stock Archive items made to order but these will be charged at the RRP/original price.


We accept MasterCard, Visa, American Express, Visa Debit and Maestro.

Placing an order

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 +44 (0)20 3141 3040, by email at websales@tapishangkenh.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 to The Rug Company using the number above are charged at your standard rate from a BT landline, Mobile Providers and other Networks may vary.

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. 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 will be despatched on that day.

Deliveries to restricted countries

We are unable to process online orders for some countries where 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.

Belgium, The Netherlands and Luxembourg – contact The Rug Company in Brussels

Canada – contact The Rug Company in Toronto

Lebanon – contact The Rug Company in Beirut

Mexico – contact The Rug Company in Mexico City 

Russian Federation – contact The Rug Company in Moscow

South Africa – contact The Rug Company in Cape Town 

Spain – contact The Rug Company in Barcelona or Madrid

UAE – contact The Rug Company in Dubai

We regret that we are unable to deliver to Nepal, Pakistan, India or Afghanistan, or process orders from purchasers whose billing address is any of these four countries. 

Receipt of order confirmation

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 websales@tapishangkenh.com, so that we may investigate and confirm that your order has been placed successfully. 

Product description

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 colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products.

Farrow & Ball

Made by The Rug Company in Nepal under licence from Farrow & Ball. FARROW & BALL and the Roundel device are trademarks of Farrow & Ball Holdings Limited.

Product size and colour

All of our products are handmade, and rugs can vary in size by up to 10cm in width or length from the size shown. Likewise, although Swiss dyes are used for accuracy, colours 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 +44 (0)20 3141 3040, by email at websales@therugcompany.com

Stock availability

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.

Complaints Procedure

If you have any queries, issues or complaints in relation to any products purchased from The Rug Company, please contact webenquiries@tapishangkenh.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.

Shipping to a different delivery address

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 to verify that your credit or debit card is not being used fraudulently.

Delivery times and charges

Deliveries to mainland UK addresses are free of charge and we endeavour to make them within two working days (Monday to Friday) using our shipping partner, UPS.

We deliver to most national and international destinations. Deliveries to all international addresses will take longer, but we try to send all orders by the quickest route possible. Delivery charges for outside the UK are calculated by volumetric weight, and are calculated at the checkout.

If you wish to place an online order for delivery to the USA, South America or The Caribbean, please visit our United States Online Store.

For delivery to any of the following countries, please contact your local showroom directly to make an enquiry or place an order: BelgiumCanadaLebanonMexicoRussiaSouth Africa,  Spain, and United Arab Emirates.

Time of delivery is not of the essence in this Agreement. We will not be liable for any direct or indirect loss of profits or other financial loss or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of the reasonable control of The Rug Company or delay due to any reasonable rescheduling of delivery.

Christmas Delivery

In order to receive your purchase in time for Christmas, we ask that all orders are placed by 19th December for UK delivery, and 15th December for international delivery.

Web sales received after 23rd December will be processed on 3rd January. Please allow a further two days for UK delivery.

Title and Risk

We retain ownership of any products ordered until we have received full payment for such products.

Returns policy

We want you to be delighted with your purchase, so if you are not completely happy, you may return it to us within 21 days of receipt for a full refund or exchange – provided that the item is returned complete and in original condition. The Rug Company will cover the cost of shipping (both delivery and return) within the UK, but charges may be incurred for shipping outside of the UK. 

To return an item, you must first contact us. We will then arrange for UPS to collect the item from you. Returns can be collected from your home, work or alternative address.

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.


All prices quoted on this website are accurate at the time of publication, are quoted in GBP (pounds sterling). If your order is for delivery within the European Union (EU), all prices charged are inclusive of UK Value Added Tax (VAT) at the current rate. If your order is being despatched to a destination outside the European Union (EU) then no VAT will be charged. You will be responsible for the payment of any customs or import duties levied once the package reaches your destination country. 

Security of payment

If your credit card is lost or stolen and used fraudulently as a direct result of being used to buy from our site before you tell your credit card issuer, we will assume liability for the first £50 of your loss. Your credit card company is under obligation to take responsibility for the rest. If your card is still in your possession and used fraudulently, your credit card issuer is under obligation to take responsibility for your entire loss. We will use reasonable endeavours to work with your credit card company to minimise the hassle for you.

Arrangements that protect you against the fraudulent use of debit cards are different, and you should check with your debit card issuer.

Force Majeure

Our performance of any part of a contract with you is subject to variation or cancellation and the grant of an extension of time from any cause arising from an act of God, war, strikes, lock-outs, flood, drought or other cause of any nature whatsoever beyond our control or owing to inability and time to procure materials, labour or any articles at all and you agree to accept increased prices for the products due to any of the aforesaid reasons. In all circumstances time is not of the essence of the contract. 

Data Protection

The Rug Company Limited is a registered data controller in accordance with the Data Protection Act 1998 (‘the Act’). We process your personal data in accordance with the Act.

We understand that many people still worry about submitting personal details on the Internet – especially their credit/debit card numbers. So we’d like to reassure you that any information you provide here will remain safe and secure.

Rights of Third Parties

For the purpose of the Contracts (Rights of Third Parties) Act 1999, this Agreement does not and is not intended to give any rights, or any right to enforce any of its provisions, to any person who is not a party to it.

Applicable Law

We own, control and operate the web site from our offices within England. Accordingly the laws of England & Wales govern claims relating to, including the use of the web site and the materials contained therein. If you choose to access our website from outside England and Wales you do so on your own initiative and you hereby agree that in the event of a dispute between The Rug Company Ltd and you the laws of England and Wales will apply at all times.

Our address and all communications can be addressed to us at : –

The Rug Company Ltd, 2nd Floor, 6 Salem Road, London W2 4BU

Registered in England No. 3316888 UK VAT No: 193040818

When buying a rug from The Rug Company, we recommend
that you try the rug at home before making a decision.




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