Frequently Asked Questions

Q. How can I pay for my Order?

A. We accept online payment in a secure environment by a UK registered credit or debit card, or via UK registered PayPal accounts and via Amazon Payments. We accept all major credit and debit cards with the exception of American Express. All of our online card payments are processed through Sage Pay.


Q. How do I pay with Paypal?

A. Follow the checkout process as normal and you'll be able to select PayPal from the payment options. You will be directed to log in to your PayPal account, where you will be able to see your order details and confirm payment.

Once you have completed this, you will be returned to e-Rugs to view our confirmation order page. We will then send you an email with the details of your order, and you should also receive an email from PayPal to notify you that a payment has been authorised to us.


Q. Is e-Rugs website secure?

A. Yes. Our website is secured using an SSL EV certificate, and all information sent between you and us is encrypted for maximum security. Your privacy and the security of your details are a great priority to us and we want you to feel you can shop online with confidence, so for full details of our online safety measures please see the security section on our Privacy & Cookies page.


Q. Can I place my order over the phone?

A. Unfortunately, due to changes in the credit card regulations, we no longer take credit card details over the telephone, and all orders must be placed online via our online secure checkout.

The reason for this is that the internet is now a more secure place to pay for your goods, as we never actually get your credit card details. All your credit card details are entered into Sage Pay’s own secure server that then processes and store all your details in their data centre. We only get the payment and a reference to deal with any payment queries.

Therefore, all of your credit card data is stored on Sage Pay's secure servers, and not by us, we feel this is the most secure option. Sage Pay has the highest level of card data security (PCI DSS Level 1 compliant).

We also accept payments through PayPal, so if you have a PayPal account you can enter your details and the payment will come from your account or you can also pay by card using the PayPal system, even if you are not registered with them.


Q. How is VAT charged on goods sold by e-Rugs?

A. VAT stands for Value Added Tax which is charged on goods sold by Home Linen Store (t/a) e-Rugs within the UK. All prices shown on e-Rugs include VAT, which will be the prevailing VAT rate for the UK at the time of order. (Standard rate sales (20%)


Q. Is the store open to public?

A. Please note that unfortunately the store is not open to the public to browse our product range. It is solely a distribution centre for our mail order websites.


Q. Can I collect my Order from the warehouse?

A. All orders must be place online via our secure website and are only available for home delivery.


Q. Do you have a brochure / catalogue that you could send me?

A. Unfortunately we do not have a brochure, 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. Why do you not offer a Free Returns procedure?

A. Here at e-Rugs we do not feel it is right to build the cost of the outbound postage and packaging and the returns postage cost into each and every purchase. We are confident that you will be happy with your purchase, but if you feel the need to return your order, we ask you to do this at your own cost.

We like to stay as competitively priced as possible, if we were to offer free returns then inevitably our prices would have to go up!

We operate a Money Back Guarantee; simply return your purchase within 30 days for a no quibble refund. You will receive a full refund, including the original outbound postage and packaging charges applied to your order, but the cost to return the purchase will be paid by you.

None of the above conditions will affect your statutory rights under the Consumer Rights Act 2015 if the goods are delivered faulty or there was any error on our behalf.