CUSTOMER HELP

TERMS & CONDITIONS


ORDERING
The Rug Collection (ABN 89 128 399 815) are rug wholesalers, selling directly to industry retailers and trade (Interior Designers and Decorators, Property Stylists, Architects). To place an order for any of our rugs, please contact your sales representative or Head Office on 03 8555 3584. For all international orders please contact sales@therugcollection.com.au

CUSTOM RUG ORDERS

  • 50% deposit is required to place an order, with the balance paid prior to delivery.
  • Artwork must have your signature of approval prior to being handmade.
  • NO cancellations once order has been processed. The Custom Order commences once artwork is signed and the deposit received.
  • A minimum order of 6 square meters is required for all custom made flatweave rugs and 4 square meters for all other custom made rugs.

COLOUR
Different dye lots of yarn are subject to slight variations in colour. Minimal differences in temperature, dyeing time, and other factors can result in a variation of shades of the same color between different dye lots of otherwise identical production. Therefore, an exact colour match of a selected colour tuft cannot be 100% guaranteed.

TIMEFRAME

  • Rugs under 350cm in width - Approximately 8 to 10 weeks.
  • Rugs over 350cm in width - Approximately 12 to 14 weeks.

CHARACTERISTICS OF OUR WOOL RUGS
SIZE & COLOUR Due to our rugs being handmade, please allow for a possible 3% size variation. Please note, as our rugs are made mostly from wool, there may be a slight variation in colour/dye lots than what you see in samples or photos.

SHEDDING

Often new rugs begin to produce fluff or shed as a result of loose fibres that remain in the rug after the manufacturing process. This is not a fault of the rug, but a standard characteristic of woollen rugs. Vacuum regularly and this will reduce over time.

SPROUTING, PILLING & POP-UPS
Occassionally loose yarn ends will rise above the pile surface. This is a characteristic of this type of weave and all handtufted rugs, not a manufacturing fault. Pilling can occur due to foot traffic, moving of furniture, vacuuming or other mechanical agitation. This can be trimmed carefully with scissors. Due to the handmade nature of our rugs, you may find short fibres popping up while the rug settles. This can be trimmed or pushed through.

SHADING
Shading is a result of lean or reversal of the pile direction during use. Areas of the rug may appear to have changed colour where the pile is facing a different direction. This is a natural effect in the rug and cannot be prevented - it is not a manufacturing fault.

FADING
Please be aware that rugs made from natural fibres placed in direct, continuous sunlight will often fade in colour.

RECOMMENDED CLEANING PROCEDURES FOR HAND-TUFTED RUGS;

  • Vacuum regularly to reduce the abrasive action of soil and grit from the pile. A good quality vacuum cleaner is recommended to remove dust and dirt from a shagpile/high pile rug.
  • Clean spills immediately - the prompt removal of stains/soil marks is necessary to maintain your rugs appearance. If stains are not dealt with immediately they may become permanent and even a professional cleaner may be unable to help.
  • Never rub or scrub a spill as it will lead to permanent pile damage. Scoop up any solids before cleaning. Blot liquids with a dry, absobent white cloth or paper towel. Some stains can be cleaned with a mild, clear detergent and lukewarm water. If the stain cannot be removed, seek specialist advise. Do not machine wash.
  • Try to have your rugs professionally cleaned at least once every 6-12 months, using a professional carpet/rug cleaner. Professional cleaning should be carried out only by a reputable company, and they should avoid using any shampoos or cleaners with a spirit base.

DELIVERY
Any special instructions for delivery must be advised.
All items will be shipped via our transport carriers/couriers and will need to be signed for. Delivery is deemed to be effective when the delivery company receives a signed receipt or delivery docket confirming that the goods were received. If the packaging is damaged, please do not sign the delivery docket and contact our head office immediately. If the delivery is attempted to your address and no one is able to sign for it, then the delivery company will transfer it to a nearby depot and leave a card with a number to call to arrange a re-delivery. If you prefer for the parcel to be left at your delivery address in your absence, please contact head office to arrange an “Authority to Leave”. Unfortunately, we cannot guarantee that the person making the delivery will specifically follow the location instructions. It is important to consider that if you give us authority to leave the consignment in your absence then we can no longer guarantee that you will receive your consignment, nor the other factors that can affect your parcel whilst it is sitting unattended – like rain, dirt, damage, theft etc. In this situation, we can only guarantee delivery and quality up to the point that the track and trace tells us the goods were left for you.

VIP DELIVERY
Please contact your sales representative or head office for more information. For all international delivery enquiries, please contact sales@therugcollection.com.au

PRICING
Prices are subject to change without notification.

RUG WARRANTY
Our rugs are handmade and therefore unable to have an unconditional warranty. The Rug Collection will replace or repair a rug that has a structural defect within 12 months of purchasing, provided the rug was used for normal domestic use and maintained in accordance with our care instructions.

The Rug Collection reserves the right to fix any defect before a replacement is deemed appropriate. A replacement of the same rug will be given if that product is still available, otherwise a new product to the same value will be offered. Any improper or negligent use will void this warranty.

This warranty does not apply to any rugs that have been damaged by incorrect cleaning, chemical damage, water damage or flooding, fading due to sunlight, inappropriate use of the rug, cutting down or re-sizing, or general wear and tear over a number of years. A product is not considered defective if there is a manufacturing variation as listed in our manufacturing variations / characteristics of our wool rugs.

If you wish to make a claim under this warranty, you must provide photographic evidence to support the claim. We ask that you email us: The invoice number and date of purchase, or receipt and details of where the rug was purchased. A photo of the rug with a close-up image of the defect.

DISCLAIMER
Most of our products are handmade. Small irregularities in shapes, surfaces and finishes are characteristics of this craftsmanship and are not considered a defect. The products may vary in colour from the photography on our website and catalogues. Specifications in size and finish may vary slightly from those shown or stated. The Rug Collection’s Rug Care and Maintenance are recommendations only – we do not take any responsibility for what may happen to a rug once cleaning of any sort is undertaken. CONTACT US Should you have any further enquiries regarding our rugs please contact your local sales representative, or feel free to contact head office at admin@therugcollection.com.au