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FREE Delivery within the UK.

Design your own rug
using theRug Builder

Customer Service

How can I buy a rug?

All our natural rugs are made to order - access hundreds of high quality materials and borders and create a unique rug using our Rug Builder or choose from seagrass, jute, coir, wool, bamboo, paper, and sisal rug designs from our materials ranges or Classic, Trend and Sisal Colours rug collections.


To find prices and purchase any of our natural rugs, simply create your own design first or click on a customisable rug from one of our ranges and then enter your required sizes into the online cost calculator.

How can I pay?

Credit card - Online

Payment can be made securely online at the Crucial Rug Store - This is done through our partner RBS Worldpay - All major credit cards or debit cards are accepted. Card payments can be taken 24 hours a day, 7 days week and transactions are 100% secure.

Credit Card - Using Telephone

You can also pay by credit card over the telephone. Please place your order first online and choose 'Telephone/Fax order' at the checkout after providing us with your address and delivery information. One of our friendly customer service representatives will call you to process your payment.


You can now pay online by Paypal as an alternative to Worldpay. Simply place your order first online and select 'Paypal' as your method of payment at the checkout after providing us with your address and delivery information.


If paying by cheque, please place your order first online and choose 'Telephone/Fax order' at the checkout after providing us with your address and delivery information. One of our friendly customer service representatives will call you to arrange payment by cheque.

All cheques must be payable to 'Rug Couture Ltd' - please include your order reference number on the back.


Do you offer samples?

The Natural Rug Store provides complementary sample swatches for up to four rugs.

While our mini sample swatches do not reflect the superior quality of the finished product they will help you match colours and allow you to feel some of the many different, and wonderful textures available.

You can order samples online easily. Find a rug design you like or create a rug using the Rug Builder, then enter your measurements and then click the 'order sample' button next to it. You can do this until the maximum number of inner and border samples is reached.

We aim to get your complementary swatches to you within two to three working days.

Please note that all rugs will have padding in the border so will be thicker than the border sample received.

Do you offer a printed brochure?

No. With our massive, ever changing stock, the availability of the internet and the powerful features of our online rug builder we do not provide a printed brochure/catalogue.

Do you deliver worldwide?

Yes we deliver anywhere in the world. We use UPS for international deliveries. Costs for delivery are calculated at checkout.

How long does manufacture & delivery take?

How much does delivery cost?

Delivery anywhere within the UK mainland is free. Costs for all other islands / countries are calculated at checkout before paying.

When do you deliver?

As soon as your order is ready to be dispatched we will contact you to arrange a suitable delivery date.

Deliveries take place Monday to Friday 9am-5.30pm. We use TNT for UK deliveries and UPS for international deliveries.

Can I return the rug if I don't like it?

Due to the nature of our products being custom made they are non returnable unless damaged or defective. Please be aware of this before placing your order.

What happens if the rug is damaged, can I return it?

Yes! but all damages must be reported upon delivery of goods. If in the event goods cannot be inspected on delivery, goods must be signed for as 'UNCHECKED'. Please contact us immediately to report any damages. Goods must be returned in the original packaging. You are entitled to either an exchange or full refund but if you have not signed for the goods as 'UNCHECKED' no refund will be given.

Do you have rugs in stock?

No, all of the rugs we supply are custom made and will take approximately 14 days to reach you.

What are the largest sizes you do?

We can make rugs to a maximum width of 4/5 metres and a length of 30 metres!

Do you offer discount on bulk orders?

Yes! please contact us for more information.

What is the quality of your craftsmanship and materials like?

Each one of our bespoke rugs is hand made by carpet craftsmen in the UK to the highest standards using only the finest quality natural materials including wool, bamboo, seagrass, sisal, jute, coir and paper. Every one of our floorcoverings have been thoroughly tested for their durability!

Our materials feel fabulous underfoot, have the ability to sit comfortably with any type of interior, and look stunning.

All rugs from The Crucial Rug Store are bordered and we have fantastic selection of borders available including high grade leathers, suedes, cottons, linens and even tapestry's.

Will I need an antislip underlay with my rug ?

Our rugs come with natural latex antislip backing as standard! *except wool, sisool & bamboo rugs for which you can purchase antislip underlay separately at the checkout for a small additional cost.

How can I clean a natural rug?

The vast majority of our rugs can quite easily be cleaned with just soap and water, but for extra peace of mind we offer a protection solution called Intec.

Developed specifically for natural floorcoverings. Intec acts by coating every fibre with a polymer shield so that the floorcovering resists the absorption of stains and dirt which in turn helps your floorcovering look good for longer. It is completely safe and does not affect the colour and texture of the floorcovering.

You can add Intec stain protection to your rug for a small extra cost at the checkout before paying.

Where are the materials from?

The natural materials we use to make our rugs including coir, bamboo, seagrass, sisal, jute and paper are imported from all over the world. These materials in particular are highly renewable and come from environments where sustainability practices are employed.

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