FAQ

When will my refund be processed?

All returns are inspected upon receipt to ensure they have been returned in a satisfactory condition. Upon satisfactory inspection of the returned item:
• A refund will be issued within 14 days of receipt of the returned item
• The refund will be issued to the credit/debit card used to place the order
For further details on Refunds, please visit our Returns Information page

How do I Return an item?

If you decide that you are not happy with any standard item after delivery has been made, you must advise us by email, post, or call us within 30 working days of receipt (starting the day after delivery).
Once you have notified us of your intention to return an item, you must return the item in its secure original packaging to avoid any damage (returns label will be supplied by the customer.)
For further details on Refunds, please visit our Returns Information page

The Product I want is Out of Stock. What can I do?

We understand that it is frustrating to see items on the website that are out of stock – we continue to display these items so as you are aware that they are items we do normally stock and to allow you to request an email notifying you when the item is back in stock.
On rare occasions, our stock system does not update items correctly and an item may be available for sale that is out of stock. If this happens, we will contact you immediately to correct the error in a way suitable to you.

How can I pay for my order?

You’ll need a credit or debit card to pay for your items online. We accept the following cards: Maestro, Visa Debit, Visa Credit and MasterCard. We also accept payment via registered PayPal accounts.

How do I pay with PayPal?

Check out 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 Femme Rugs to view our confirmation order page.  We’ll send you an email with the details of your order, and you should also receive two emails from PayPal, firstly to notify you that a payment has been authorised to us, and secondly to let you know a payment has been sent to us once we have dispatched the order.

Will my rug require a rug pad?

On hard surfaces such as wood and tile, we highly recommend the use of a non-slip rug pad to keep your area rug from sliding around.

My rug is shedding, is this normal?

It is normal for new rugs to shed yarn fibres. Depending on the weave type of your area rug and where it is being used, it may continue to shed over the span of its lifetime. Proper and regular vacuuming will help pick up rug fibres and keep the rug looking fresh and clean.

Can I change or cancel my order?

You may change or cancel your order by contacting us directly by phone or email but only if the order is marked as unshipped at that time. You must provide Femme Rugs with a booking reference for said order.

Can I change delivery details after my order is placed?

No, as a security precaution you can not change your delivery address once you’ve placed an order. This protects customers from address fraud and orders being redirected to a different unauthorised address after the purchase has been made.

How much does Delivery cost?

Nothing! We offer FREE* Shipping on all items with no minimum purchase required. We also cover all taxes, duties, and/or VAT charges, so you can rest assured the prices you see on our website will be the final price that you’ll be responsible for.

My rug arrived Damaged/Faulty: What can I do?

In the unlikely event your order reaches you in less than perfect condition, please email us right away.
Femme Rugs will accept full responsibility for faulty goods and will provide a returns label for items of this manner. Once the item has been received and inspected, a full refund will be issued. Goods must be returned in the original packaging with all labels included.

When will my order arrive?

Arrival dates may differ based on location, however, Femme Rugs uses many trusted delivery partners to ensure you get your items on time. As such, standard delivery is 3-5 days.

I received the wrong product, what do I do?

In the unlikely event you receive the wrong order, please email us right away.
Femme Rugs will accept full responsibility for wrong orders and will provide a returns label for items of this manner. Once the item has been received and inspected, the original order will be sent. Goods must be returned in the original packaging with all labels included.

Missed delivery: What happens next?

If no one is available to take delivery from our couriers, a calling card will be left. If you do not contact the courier, a further two delivery attempts will be made. If the courier is still unable to deliver after this point, the Goods will be returned to Femme Rugs. If you require re-delivery, Femme Rugs reserve the right to charge additional shipping costs.