frequently asked questions

Q. How do I buy a rug on your website?
A. The Sisal Rug Store allows you to make your purchase securely online using most major credit / debit cards by adding your chosen item(s) to the shopping basket. Our secure payment provider is Worldpay - owned by the Royal Bank of Scotland Group. Worldpay is one or the largest online secure payment providers in the world and is used by millions of people worldwide to purchase goods online. If you prefer to place your order over the telephone please call our sales team on 01388 663 738 (Mon-Fri, 9am to 5pm). We are also able to take payments via cheque and direct bank transfer, please contact us for more information.

Q. Do you do samples of your rugs?
A. Yes. You can request complimentary samples for up to 4 rugs. After designing your sisal rug and entering your required size you will be given the option to request a sample. Complimentary samples are usually delivered within 5 working days.

Q. Do you have a brochure / catalogue that you could send me?
A. Unfortunatley not, all of our rugs can only be viewed on our website. Our ranges change very often due to different styles and trends so any physical catalogue would soon go out of date. Selling our rugs exclusively over the internet means that you are seeing only our most up to date stock and overheads are kept down, savings that we pass on to you the customer.

Q. What is the quality of your rugs like?
A. We believe quality counts! That’s why we source premium quality organic sisal yarn from sustainable sisal farms. The quality of the sisal yarn is a crucial factor in terms of durability and the rugs ability to maintain the appearance over time with general household wear and tear. A cheaper lower quality yarn such as that used in the majority of sisal rugs imported from China will not have the same durabilty or overall quality as our sisal rugs. Furthermore all rugs purchased from The Sisal Rug Store are hand made to order by experienced master craftsmen ensuring a high quality standard and finish, with delivery to your home within 14 working days.

Q. Are your rugs hardwearing and easy to maintain?
A. Yes. Sisal is the strongest and most hardwearing of all natural fibres, and is therefore an idea material for carpets and rugs. We have a useful online guide on how to clean and care for your sisal rug. To view this guide please click here.

Q. Is everything in stock?
A. Most of the time all of our sisal weaves and borders are in stock, however on rare occasions we may be out of stock of a certain sisal weave or border. If this is the case we will contact you with a revised delivery date giving you the option to wait for your chosen rug, or the option of a full refund.

Q. How does delivery work?
A. The majority of deliveries are within 14 working days of placing your order. All of our rugs include Free UK Mainland Delivery. Deliveries are made by courier Monday to Friday between 9am and 5pm (we also offer Before Noon, Afternoon, Evening and Saturday delivery options at an additional cost). You are given the option of delivery to an alternative address other than your billing address if this is more convenient for you (eg. your place of work, a neighbours, relatives etc). When your rug is ready to be despatched a delivery tracking number is e-mailed to you allowing you to track the progress of your delivery online and see what day it is due to arrive on. If you do miss the first delivery attempt our couriers will leave a card and give you the option to re-arrange delivery on a day of your choosing (Mon - Fri).

Q. Can I return a rug?
A. All of our rugs are made to order and as such are non-returnable. Please be aware of this before placing your order.

Q. Is any child labour used in the production of your rugs?
A. Absolutely not! All rugs are manufactured by professional craftsmen in the EU. Non of our sisal rugs come from developing countries where child labour is an issue in the carpet and rug making industry (such as India and Nepal).


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