Find answers to the most frequently asked questions we get asked. For anything not answered here please contact us.
Rugs in our extensive customisable rugs range are available in different formats including; hand tufted, handknotted, flatweave, shaggy, outdoor and more, all of which can purchased online 24 hours a day.
Our rugs are fully customisable allowing you to change colours, size, shape and the pile depth. All rug prices are displayed by square metre/foot. To get a price simply choose a rug you like and specify your required size. * delivery charges are free when your order value exceeds A$300. If your total order value is less than A$300, a delivery surcharge will be added at the cart/checkout.
/p>Rug Couture provide a much larger range of materials, weave styles and configuration options than we can show in our online shop. Together with our design team, our master rug weavers can create nearly any type of carpet/rug from small hand tufted wool rugs up to intricate hand knotted pieces woven in pure wool, New Zealand wool, silk, artificial silk, recycled pet yard, and in virtually any combination. Get a custom rug quotation
We can make rugs in most shapes, e.g. rectangular, runners/long, circular, oval, square, and irregular shapes, custom cutouts etc. Please contact us if you would like to discuss a uniquely shaped piece.
Fire tests have been performed in accordance with BS 4790:1987 (2009) and BS EN ISO 11925-2:2002. Fire test 1: ‘The Hot Metal Nut Test' to test the effect of a small source of ignition – the results for our rugs confirmed a classification of ‘Low'. BS 4790 classifications are: High being the worst result and Low being the best result. Fire Test 2: To test ‘Ignitability when subjected to direct impingement of flame' and the results classified in accordance with BS EN 13501-1:2002. The results for our rugs confirmed a flame retardant classification of ‘Class Cfl-s1'. Essentially this means the material would make a ‘limited contribution to fire' and the ‘quantity and speed of smoke emission during combustion would be absent or weak'
To extend the life of your rug please see our Care and Cleaning information which can be found *here*
Delivery is free on all orders exceeding A$300. If your total order value is less than A$300, a delivery surcharge will be automatically calculated and added at the cart/checkout.
Rugs exceeding 3 meters (9.8ft) in both dimensions may incur a supplemental delivery charge depending upon your location. Our team will provide you with the cost after placing your order. Contact us for more information.
Express Delivery service available. Costs for this are calculated based on the order size and delivery destination. Please contact us for pricing.
Contact us to get quotes for specific delivery dates/times, two-person delivery, or assistance with carrying, unrolling, and packaging disposal.
Shortly after placing your order, you will receive a digital graph of your rug via email that you will need to approve before your rug goes into production. This step ensures you are satisfied with the final design & cusomisation options.
When your order is ready for dispatch, we will send you tracking details by email.
Standard deliveries take place Monday-Friday, 9AM to 5PM, single-person delivery to your door. Items must signed for upon receipt. Please see our returns page for more information.
Express Delivery service available. Costs for this are calculated based on the order size and delivery destination. Please contact us for pricing.
Contact us to get quotes for specific delivery dates/times, two-person delivery, or assistance with carrying, unrolling, and packaging disposal.
Upon delivery of your rug and when opening the packaging, DO NOT USE A BLADE; Instead, use scissors and cut away from you to avoid damaging the rug inside.
While rare, goods can be damaged in transit. Upon arrival, please check for any packaging damage. If obvious transit damage has occurred, please alert the courier and write on the delivery note the word 'DAMAGED' along with a brief description of any damage observed. This will ensure the returns process is easier and faster.
If for any reason you are unable to sign the delivery note as 'DAMAGED' and there is damage to your rug we kindly request that you inform us immediately and also that you lodge a complaint with the delivery company within 24 hours. Please make a note of the case reference number.
Please contact us immediately quoting your rug couture order number so we can attempt to resolve the situation swiftly.
For faults discovered after unwrapping, or internal damage caused by transit unnoticed at the time of delivery, contact Rug Couture immediately with your order number, a photo of the issue, and a copy of the signed delivery note.
All products are handmade, largely from natural materials. Accordingly, there could well be minor discrepancies (in products as delivered) from any specifications, designs, samples, colours provided or shown to you.
There could be a +/-3% tolerance in colour due to the handmade nature of the product alongside a +/- 3% tolerance in the size.
If any residue is left, a solution of carpet shampoo and warm water with a teaspoonful of white vinegar can be used. Carefully blot with a cloth soaked and well squeezed out. Allow to dry and vacuum. Carefully comb the pile in its natural direction to remove any matting. Do not be tempted to throw on anything like salt/soap powder/white wine on red etc. This will only exacerbate the problem, as most of these so-called quick fixes are worse than useless.
We can supply a high-quality cleaning and care products that can be used to keep your rugs in perfect shape. These include biodegradable cleaning chemicals and powerful stain removal sprays that have been tested repeatedly on carpets and rugs. Please contact us for more details.
Also, all of our rugs are available with Scotchguard stain protection treatment. If purchasing online you can add Scotchgard stain protection to your rug for an extra cost at the checkout before paying. If purchasing a bespoke rug please tell us if you would like your rug protected.
We can provide advice, if required, at each stage of the process and also off artworking to assist you with visualisation and client-side communication. All this is ably backed by our samples department and our access to global logistics.