FAQs – Rug Empire

FAQs

What types of payment do you accept?
We offer secure and protected online payments. Payments can be made using any Visa, Mater card, American Express card with no fee. We also offer other payment options such as AfterPay, ZipPay, Apple Pay and PayPal.
Is your website secure?
Sure is! Our site uses 256-bit SSL (Secure Socket Layer) encryption technology. You can view our complete Privacy Policy via this link 

Why should I buy from Rug Empire?
We try our best to help you find the right rug for you home. We only offer high quality rugs which can be left in high traffic areas and still have durability. We offer FREE* delivery to most major cites in Australia, You can view our complete Privacy Policy via this link 
Our rugs have been selected by a interior designer, so we know your always buying the best of the best rugs online. Our rugs are dispatched within 2-5 business days and returns can be made hassle free, You can view our complete Returns Policy via this link  

What if my postcode is excluded from free delivery?

If your postcode is listed on the exclusion list then contact us before you place your order and we will try our best to accommodate your concern. There may be a fee for this delivery. 

Do you charge for delivery?
On most orders delivery is free. Although to cover the cost on some smaller rugs we have had to place a flat freight cost of $22.00 if the order is under $99.00


Who do you use for delivery ?
We use a range of courier companies, but our main two are Allied Express and Hunter Express


If I don’t like my rug can I return it?
Yes! you can return your rug within 14 days after delivery date. If you are simply not happy with the rug, need a change in size or the colours just don't match, head over to our contact us page and let us know. Leave it up to us and we will have a courier pickup the rug and credits are made within 1-2 days of the rug returning into the warehouse.


Can I return a rug if it was a gift?
Yes, simply contact us with as much as detail as possible, or a image of the label which was on the packaging. Our returns policy applies if the rug was a gift and this return must be made within 14 days of rug arrival from dispatch date.


Is there a charge to return?
Yes, unfortunately there is a warehouse fee to restock the rug at a 20% charge. This charge varies depending on the cost of the rug. There is also a fee for the courier pickup of the rug to send back to the warehouse. You can view our complete Returns Policy via this link  

Who will pay for shipping back?
The buyer is responsible for the return. However, we will help you with rates. You can choose to use our preferred freight company or one that you choose. You will need a return number & address of the warehouse, simply contact us for more information.


When will my refund be processed?
All returns and refunds will be processed within 2-7 business days after delivery back to our warehouse. You can view our complete Returns Policy via this link  


Do you have a privacy policy?
Yes! your privacy is important.You can view our complete Privacy Policy via this link . You can find this at the bottom of the page to the left.


Where are you located?
Sydney, Australia. But we dispatch Australia wide!


I need to contact you?
The best way to get in touch with us is via the bottom left "Contact Us" tab or via email at admin@rugempire.com.au


Can you explain the shipping process?
On most orders that are over $99.00 shipping is free. Orders under, have a flat fee of $22.00, this is to cover the cost of the postage as our third party courier companies charge a flat rate or more. Estimated shipping time from dispatch date is 7-14 days. Stock dispatch and delivery are made only between Monday-Friday business hours.


What if I'm not home when the rug is been delivered?
If you might not be home to accept the delivery please leave a note on check out for 'authority to leave at property/door'. If you are not home to collect and if there is a safe place to leave the rug, courier companies may do so, or a card will be left at your door to organise a redelivery at your timing.
While your Beautiful rug is on its way, We have limited control over the courier company. Any issues we will contact the courier companies on your behalf.


Is pick up an option?
Sorry, unfortunately not. We are a a online rug business, but that is why we offer free shipping on orders above $99.00