Frequently Asked Question

Q: How long will it take to receive my rug?
A: Please expect to receive your rug in approximately 7-14 working days though in many instances we usually deliver sooner. We will keep you informed of any transit/tracking number issued by our Carriers once they have your delivery on their Lorries. Special orders/Custom made rugs may take slightly longer but you will be informed of this within the order confirmation documentation. If your rug is back ordered, we will contact you by phone or email.

Q: What methods of payment do you accept?
A: When you reach the Checkout stage of paying for your order you will be offered a choice from 3 methods of payment. Firstly you could choose SagePay using 128 bit encryption Secure Socket Layer (SSL) technology accepting all Visa, Delta, Master Card, Maestro or Solo cards. Secondly, choose to pay via Paypal’s secure gateway or finally you can phone us on 0808 2020215 to arrange payment via credit or debit card, cheque or BACS.

Q: What if my rug is damaged in shipping, or defective, or I receive an incorrect product?
A: If you notice that your rug is damaged before accepting a delivery, refuse the shipment and contact us immediately for a replacement. If you notice that your rug is damaged or you received the wrong rug after you accept the delivery, please contact us immediately and we will arrange for the rug to be picked up and replaced at no cost to you.

Q: Do you charge for shipping?
A: Walton Rugs offer a free delivery service on orders over £50 including vat to mainland UK addresses. However, a delivery surcharge will apply to orders under £500 for remoter destinations such as all offshore UK Islands, Northern Scotland, and Northern Ireland. All orders over the £500 threshold for all UK destinations will be free delivery.

Q: How do I arrange for a return?
A: Please request a Return Authorization Number.
Please note: Unless the rug(s) sent to you is wrong item or defective, you are responsible for shipping costs back to our Warehouse. We do not accept items that have been damaged or soiled. A 20% deduction may apply if the rug seems excessively used or dirty. All returning packages must be shipped within 10 days from the Return Authorization Number date or will be rejected and returned to sender.

Items returned without a Return Authorization Number will be refused at the warehouse and sent back to the sender.
IMPORTANT: We highly recommend you insure your return shipment for its full purchase price in case of loss or damage in transit back to us.

Q. What type of Rugs and Carpets do you sell?
Walton Rugs stock the leading brands of handmade and machine made carpets, rugs and runners from all corners of the world, including Iran, India, China, Nepal and Afghanistan. Sizes range from small mats to room size pieces. Shapes range from rectangular to square, round to semi-circular, octagons and even hallway runners or stairway carpets. We stock carpets with centuries old motifs in rich, exotic colours as well as rugs with up to the minute designs in colours to match your 21st century interiors.

Q: Are the rug colours on your site accurate?
A: The photos on our website are enhanced to achieve the most accurate colours representation. However, onscreen images may not be true representations of colours due to computer monitor settings and we cannot be responsible for slight differences between online colours and actual colours.

Q. Do you have a printed Brochure?
A. No, our stock changes too quickly though we can provide you with links to our supplier’s online brochures from which you could choose alternative designs not listed here but that we can supply as a special.

Q: Do you recommend purchasing underlay?
A: Yes. Non-slip underlay will prevent your rug from sliding when on a wood, tile or laminate flooring helping to prevent accidents. All underlay padding will prolong the life of both your floor and rug.

Q: Do you sell factory "seconds" rugs?
A: No, everything we sell is first quality and brand new. We do not sell factory seconds or used products.

Q. How accurate are the Rug Dimensions?
A. With machine produced rugs dimensional tolerances are plus or minus 1% were as for hand woven rugs the tolerances are plus or minus 3%.

Q. Would you recommend visiting an ‘Oriental Rugs Liquidation Sale’?
A. We have checked a number of these and with all our experience have yet to find a true bargain. All we can say is caveat emptor [Let the buyer beware]

Please don't hesitate to contact us if your question is not answered on this page. Call us on Free Phone 0808 2020215 or send us an email by using our Contact Us form.