COMPANY QUERIES

Is there an A2Z Rug shop or showroom?
Yes, we have a showroom in London. Our address is
Rays House,
North Circular Road,
London,
United Kingdom,
Nw10 7xp
We are open Monday to Friday 10am-7pm
Saturday 11am-5pm
Closed on Sunday
Is there an A2Z Rug catalogue I can order?
We are afraid that we do not produce a paper catalogue - Paper is getting more expensive and using lots of it is not great for the environment. As every single A2Z rug is completely unique, by the time you got the catalogue, most of the rugs in it would have sold out! But look no further - welcome to the 21st century! This website is our online catalogue, and we are able to do give you much more detailed description and lovely images of each and every rug that we would never be able to do on paper. Sign up to our newsletter (down on the bottom right of the page) to be kept up to date with our latest rugs.
Can I order fabric samples of your rugs?
As each A2Z rug is individually made, we cannot send samples or swatches of any of our rugs. We do however try our best to ensure that all of our images and product viewing tools are of the highest possible standard. We also describe aspects such as the ‘feel’ of each rug (eg ‘shaggy’ ‘soft’ ‘waxy’) to help you get the most accurate image of your rug as possible as well as lots of other information. If you want to ask a question, post it against the rug on the product page (using your Facebook login), or the 'Submit a question' above and we will do our best to answer it.
Are there other A2Z Rug products that are not on the website?
At A2Z rugs, we endeavour to photograph every new imported rug and post it onto our website as fast as possible. With frequent new shipments coming in, our ever-growing stock is therefore constantly changing. We doubt you won't find what you're looking for first time round - but do guarantee there will be new stock next time you look, so keep on visiting.
Can I buy A2Z Rug Gift Vouchers / Certificates online?
Yes. A2Z Gift Certificates are available on the site, simply click on Gift certificates here or at the bottom of the page. Our gift certificates really do make an original gift for any friend or family member ... Every rug is unique, no one will have a rug like theirs!

RUG QUERIES

Are the colours on your website accurate?
During the photography process we take great care to ensure a detailed and accurate reproduction of every rug we sell. However, variables out of our control, such as the setup of your computer monitor, can sometimes affect how colours are displayed. If you are uncertain about a particular rug colour and would like more information before you order you may ask further questions by contacting us.
How do I know that the carpet I have ordered will fit into the room intended?
We measure every one of our rugs length, width and thickness to the nearest centimetre. Accurate dimensions are displayed for every rug, and you can even drill down to each of the dimension from each category page. We encourage all customers to take measurements in their home before ordering.
What is the quality of your rugs like?
A2Z Rug only deal with respected rug makers, ensuring that every single rug is unique and to the highest quality. We quality check every rug in our main warehouse in the Middle East before we first clean and then ship each one. In some instances, we will make suitable repairs and note any areas of wear. On each product page we clearly indicate where, if any, there is any wear or repair, and take specific photographs to ensure that you have complete visibility. Whether you are buying one of our special offers or an exclusive designer rug you can be assured that they have been made to a high quality standard.
Are your rugs easy to clean?
Our rugs are made from lots of different types of fibres. The rugs that contain polypropilen and acrylic, which are synthetic fibres you can use many cleaning products available on the market that are for cleaning synthetics. The majority of our rugs are made from natural fibres like wool, cotton and silk. How you choose to clean them depends on the age of the rug and the fibres that are used in them. In the same way that you have a lower temperature setting for wool on your washing machine, you need to treat these rugs with care. Traditional Persian rugs, Indian rugs and Oriental rugs are very durable, but we recommend that if you get a bad stain on these rugs that you seek professional help to clean them properly.

WEBSITE QUERIES

Will this site work on my browser?
This website is designed to run on any modern, standard compliant web browser or mobile device. If, for whatever reason, you are not getting the experience that you want, then please let us know by contacting us.
Who should I contact if I am having technical trouble with the website?
Sorry if you’ve been experiencing technical trouble - please call: 02089619361or contact us and we promise to sort it out as quickly as possible.
Are my details secure and confidential?
We do not store any payment details on our servers. We have a relationship with Sagepay to ensure that you have many options to make a payment and ensure that your payment is done in a safe and secure way. Any information that is sent to these payment engines is encrypted. This means that information passed from your computer cannot be read by someone else. As a merchant, we also ensure our policies and procedures ensure to the Payment Card Industry's Data Security Standard (PCI-DSS). We want to ensure that you enjoy your experience on A2Z Rug, and as part of this we ensure that our customers' data is as safe as possible when they purchase products online. For more information on PCI DSS please see the PCI Security Standards Council Website.
How can I view and update my account details?
Once you have registered, you can log in to your account and update the personal details you have saved, view any recent orders and make any changes including changes to your email or address details at any time. To log in to your account click here.
What happens if I forget my password?
This sometime happens and if you have forgotten your password, just click on ‘forgotten your password’ on the log in screen and follow the instructions by entering your email address. For security reasons, a new password will be auto-generated to you and sent to your account. If you want to change your password to something that is more memorable for you, then log in to your account and within your account you will be able to change your password.

ORDERING RUGS

How do I order a rug on the A2Z Rug website?
Shopping at A2Z Rug is simple. You can browse by rug category – Handmade or Machine made,Traditional rugs or Modern rugs. In each category, you can narrow your search down according to any specific requirements or preferences you may have. (eg. colour, shape, price, region, pattern etc) by using the filters on the left hand side of the page. You can also search for a product in the search box, which will always appear in the top right corner. Any rugs fitting your search requirements will appear (remember if there are a few, you may need to click on ‘all’ to see them all). Once you have found an item you wish to buy, click on ‘ADD TO CART’ You will be taken to your shopping basket page and can either click on ‘continue shopping’ to buy another rug, or click on ‘Proceed to Checkout’ to buy your rug. We are always looking to make this experience better for you, so if you have any suggestions on enhancements then please contact us if you have any queries.
Can I add to/change an existing order?
You can change your order or delivery details at any point before payment. You can also have your rug delivered to a different address to your billing address. if you wish to change the your order and order has not yet been despatched (i.e. you have not received a dispatch email), please contact our Customer Service team on 020 8459 8746 immediately or How do I cancel my order?
Can I get a VAT receipt?
You will receive an Invoice with the rug or rugs that you have ordered which can be used as a VAT invoice/receipt.
What is the Wishlist?
We try and replicate the experience you might have when you walk into a rug store. When buying rugs you won't make your mind up straight away, so the purpose of the wishlist is that it offers you a great place to store all of the things that you really want, without overfilling your shopping basket or committing to buy anything. It’s an easy way to remind yourself (or let others know) exactly what you've been looking at and what type of rug you’ve got your eye on. Add as many things as you like to your Wishlist, and it will be easier to start comparing and eliminating choices and find your perfect rug.
Just one small point, adding to the wishlist or adding to your shopping basket does not constitute 'reserving the product'. As you are probably already aware, each of our rugs is unique, so there is only one available of each. To avoid disappointment, please make sure you don't wait too long before choosing which one to buy.
Can I buy an A2Z rug overseas?
You can use the A2Z Rug website to place an order from anywhere in the World except the US. We have set delivery charges for the European Union and for the UK, we offer free delivery. Outside of the UK and the EU, it depends on your proximity to our warehouse, and after you have placed an order we will contact you. If at any point during this process you decide that you do not want to order the rug, we will issue you with a full refund. For ore information on delivery please visit this page
Can I place bulk orders on the website?
Of course. You can place as many rugs in your basket as you like. We regularly do orders for hotels, for film sets and for store displays, so our website is completely geared up to do this. Our delivery is charged on a per rug basis, however if you decide that you want to order more than 1, place the order and then contact us giving us the order reference number that you will receive in the order confirmation email that we send to you. We will then see if we can reduce the cost of the delivery for you. If you are a business, you will see in the footer that there are specific links to information about how we work with businesses, so please click on the one that is relevant to you.
How do I know if my order has been received?
When we receive your order, an Order Confirmation screen will be generated, issuing an order number, which you can print out for future reference. You will also receive an email confirming that we have received your order details. If at any time you do not receive this email please check your trash folders, just in case your email service providers has mistakenly popped us in there (it sometimes happens). If, after checking, you cannot find your confirmation email then please call our Customer Services Team on +44 (0)208 961 9361 any time between 10am and 5pm Monday to Friday, who will be able to confirm the details of your order. Alternatively send us an email at info@a2zrug.co.uk

PAYMENT QUERIES

How can I pay for my purchases?
A2Z Rug allows you to make your purchase securely online using most major credit / debit cards including American Express. Add you’re chosen item(s) to the shopping basket by clicking the Buy Now button and then click on ‘Proceed to Checkout’. Our secure payment provider is Sagepay - Sagepay is the UK & Ireland's largest independent payment service provider, used by millions of people and over 32,000 businesses worldwide to purchase goods online. All of the details you enter will be kept confidential and secure.
What should I do if my credit/debit card was refused when placing an order?
If your credit or debit card was refused while placing an order with A2Z Rug, please re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.
Can I pay by cheque?
Sorry we only accept payment by major credit or debit cards
How do you ensure the security of my details?
We do not store any payment details on our servers. We have a relationship with Sagepay to ensure that you have many options to make a payment and ensure that your payment is done in a safe and secure way. Any information that is sent to these payment engines is encrypted. This means that information passed from your computer cannot be read by someone else. As a merchant, we also ensure our policies and procedures ensure to the Payment Card Industry's Data Security Standard (PCI-DSS). We want to ensure that you enjoy your experience on A2Z Rug, and as part of this we ensure that our customers' data is as safe as possible when they purchase products online. For more information on PCI DSS please see the PCI Security Standards Council Website.
How do I use a promotion code or discount offer?
When you get to the checkout page... Click on the promotion code option and enter the promotional code into the field provided. Once you have done this, click continue and you'll be brought back to the checkout page. You will notice that the discount has now been applied to the order total.
When will you take funds from my account?
When you get to the checkout page... Click on the promotion code option and enter the promotional code into the field provided. Once you have done this, click continue and you'll be brought back to the checkout page. You will notice that the discount has now been applied to the order total.
Can I get a VAT invoice for my order?
You will receive an Invoice with the rug or rugs that you have ordered which can be used as a VAT invoice/receipt.

DELIVERY QUERIES

How does delivery work?
The delivery charges are as follows:
We offer FREE standard delivery to UK including Northern Ireland and Eire. For this region, normally deliveries will get to you in 1-2 days for the UK mainland, 2-3 days for Northern Ireland and Eire.
This FREE delivery offer includes all UK offshore locations (including Guernsey, Jersey, Shetland, Isle of Scilly, Isle of Man, Isle of Wight) as we don't see why you should be penalised for living somewhere nice and remote. This delivery option is available to select when placing your order at the basket page.
For the remainder of the European standard delivery charges depend on the size of the rug (small, medium, large, runner, palace). For delivery in remaining European Union the charges are as follows:
Small Rug:£20
Medium Rug:£25
Large Rug:£35
Palace Rug:£50
Runner Rug:£25
The majority of deliveries will arrive within 7-10 working days of placing your order.
We deliver GLOBALLY except the United States of America. For the rest of the world (excluding USA) standard delivery charges depend on the size of the rug (small, medium, large, runner, palace). International delivery charges vary significantly dependent on your proximity to our warehouse. We will ensure that we get you the best value and your rug to your house intact. If you wish to receive one of our rugs outside of the regions above please place the order, and then we will contact you to arrange delivery. If at any point during this process you decide you do not want the rug, we will issue you with a full refund. Dependent on your proximity to us an international delivery will normally take 7 days.
What is the A2Z Rug Quality Assurance Certificate?
Each A2Z rug comes with our Quality Assurance Certificate to certify that it is what it is - a truly unique, fine quality rug. We will only give it our stamp of approval if it is. The certificate also confirms the rug’s region of origin and its finish.
Who delivers my rug?
We have a special agreement with a courier who is used to delivering these type of heavy goods to make sure it reaches you in the right condition. The courier company we use for all our rugs within the European Union is UK Mail, and for outside of the European Union either Fedex or UPS.
How do I track my order?
After ordering on the website you will receive a number of emails: Confirmation of your order Confirmation of dispatch Once you have received the second email above, if within the European Union you will receive and email from UK Mail highlighting the tracking number for your order. You can track your order at UK Mail. If outside of the European Union, you will receive a third email from us confirming which company is delivering your rug, and the tracking number there. You can track these orders at either Fedex or UPS.
When do standard deliveries arrive during the day?
Standard deliveries arrive Monday to Friday between 9am and 5pm
I might not be in, what happens then?
If you are not in, the delivery driver will leave a card highlighting that he has tried to deliver. On the card there will be a number that you can call to arrange re-delivery with the deliver driver.
Can I choose to have my delivery arrive at a certain time?
Yes. A2Z Rugs offers several options that are applicable for the UK mainland ONLY. The following charges apply: Next Day Delivery before 9am (must order before 2pm the previous day) : £25 Next Day Delivery before 12pm (must order before 2pm the previous day):£15
Do I need to be present at the delivery?
YOU MUST BE PRESENT FOR THE DELIVERY. Someone will need to be present at the time of delivery to sign for the items. 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).
How can I change my delivery address?
You can change your delivery details at any point before payment. You can also have your rug delivered to a different address to your billing address. If you created an account while purchasing your rug, you can track where your rug is in the delivery process by visiting the relevant couriers: UK Mail, Fedex or UPS. If you wish to change the delivery address and order has not yet been despatched (i.e. you have not received a dispatch email), please email us or contact our Customer Service team on 020 8459 8746 immediately. Please have the order confirmation number that you would have received in the order confirmation email and date the order was placed to hand.
Are receipts sent with deliveries?
Yes, you will receive a receipt with the delivery of any rug from A2Z Rug. This invoice will also have all the relevant information on it and can be used as a VAT invoice/receipt.

RETURN QUERIES

We provide 30 days free returns and no quibbles policy for UK mainland
We aim to provide an excellent level of customer service. We will accept the return of any rug that the customer wishes to return due to personal reason within the UK mainland at NO ADDITIONAL COST. For areas outside of the UK Mainland we will deliver a full refund within 30 days less out-going and return shipping costs. Before we accept the return of any item the customer must [>>email us] and receive authorization for the return. All return applications must be made within 30 days of the customer receiving the rug.
How does the returns process work?
If you wish to return an item please put the following in the email. The rug ID number or the Order number (both of which you would have received on the confirmation email), and the reason for your return, and when you are going to be at the delivery address within the next 5 working days. We will respond to this email as quickly as possible, and include a pick-up date with our courier network to retrieve the rug from your premises on one of the days that you have highlighted.
Risk Free Shopping experience.
With our secure shopping experience, simple returns policy, and no quibble refund, shopping with A2Z Rugs is a risk free shopping experience. Each of our products is carefully inspected before its dispatch and help is always available at 020 8459 8746 or [>>email us

BUSINESS QUERIES

I am from a hotel, bar, venue, conference center, film set or shop window merchandiser and want to order lots your fantastic rugs. Can you help?
Yes we can, and have done orders like these before. If there is a particular type, color, or pile of rug that you are after in large quantities then please contact us and we will ensure the relevant person contacts you.