Frequently Asked Questions
How can I pay for rugs?
You can safely pay online using most major credit or debit cards through our secure, Paypal managed, shopping cart. Add any rugs to your basket, go to checkout, and the on-screen instructions should guide you through the process.
You can also pay by card over the phone by calling 01642 941828 during our working hours.
You may also send cheque payment to our shop: Direct Carpet & Rug Centre, 24 Bishopton Lane, Stockton-on-Tees, TS18 2AA.
What are the delivery charges?
Delivery is free to all mainland UK addresses. If you live in the Highlands and Isles of Scotland, the Channel Islands or Isle Of Man it will cost more to deliver. Please contact us by email, or call 01642 941828 during our work hours for delivery charges to these areas.
We can deliver to various international destinations, but please contact us by email or call +44 1642 941828 during our working hours for shipping details.
How are rugs delivered and how long does it take?
Rugs are shipped by courier and usually take 7–10 days, but, please allow up to 28 days. It can take longer if rugs are out of stock. We will contact you if there are likely to be any delays, so you can cancel an order not yet shipped. Sometimes rugs can go out of stock and we'll get in touch to offer a refund or you can wait a bit longer for more to arrive. If a rug goes out of stock and has been discontinued, we'll contact you and give you the refund.
Our couriers need a signature on delivery. If you're not at home a card will be left so you can get in touch and make arrangements. They usually give seven days to sort this out before an item is returned to us, and, unfortunately, if this happens, we'll need to make an extra delivery charge to re-send.
What do you do about returns?
If you decide that you don't want a rug when it arrives please contact us immediately. You can return it for a refund, minus the shipping costs within seven days.
Rugs are always sent securely packaged, but if a rug is damaged on delivery, then mark it on the delivery note with the courier when signing for it. We'll arrange for collection to inspect it, and then offer you an exchange or refund. Note: It is difficult for us to do much about courier damage if you don't note it on delivery.
Occasionally, a rug can be faulty from the factory. If you notice this on opening then please get in touch with us immediately, making a note of any label information on it. We'll arrange for collection to inspect it, and then offer you an exchange or refund.
How accurate are the images of the rugs on this site?
We do our best to give the closest, most accurate, representation of all the rugs on offer — matched on our computer settings. Due to technical issues with personal monitor set-ups and any photographic techniques used by some manufacturers, we can't guarantee an exact colour shade matching for any rug.
What happens to my personal details
When you pay online, we don't see your card details, as that side of the transaction is securely dealt with by the encrypted, Paypal system. Any orders by phone are fed directly into our merchant banking console as if you were in the shop. We don't store your details and, of course, will never ask for any passwords.
We only use your address details to actually send the rugs to you. We won't start sending you emails or contacting you in any way with offers and other sales type stuff. We certainly don't sell them on or share them with any other companies, except for the courier who needs to deliver the rug to you.
If you set up an account, then your details are stored in a database on our website so you can be recognised when you sign in.
My question isn't answered here?
If you can't find the answer to your questions here, then please contact us on email or give us a call on 01642 941828 during work hours. We'll keep updating this section as any more regular queries are raised.
