HALL RUNNERS - available any length!
FREE RETURNS - 30 day return policy!
EXPRESS SHIPPING - on orders over $225!

Help & Contact

Please select the subject below and click for more information.
  • Are your products in stock?

    Unlike many other online flooring retailers most of our products are available in stock and ready for next day dispatch. If you wish to order a large quantity of a particular product please contact us to ensure we have your required number in stock.

  • How secure is online payment?

    At runrug® Australia we are very security conscious and so we use strong SSL encryption on any pages where you enter your personal details. You may pay online or by phone using either your PayPal account, or any of the credit and debit cards shown on the top right of our website. Online credit card and debit card payments are handled by PayPa Pro. PayPal Pro provide a secure internet payment system for both credit and debit card payment. All payment information is securely encrypted using state of the art SSL encryption (see below for details).

  • What is SSL and how does it protect my privacy?

    The SSL protocol in use on this site is the Web standard for encrypting communications between users and SSL (secure sockets layer) e-commerce sites. Data sent via an SSL connection is protected by encryption, a mechanism that prevents eavesdropping and tampering with any transmitted data. SSL provides businesses and consumers with the confidence that private data sent to a Web site, such as credit card numbers, are kept confidential.

  • Do you ship to remote locations in Australia?

    Yes, we ship to all areas of Australia! If you can't find your delivery address when placing an order please contact us at help@runrug.com - we have a dedicated customer service team on hand ready to help with these types of situations and I'm sure we'll find a resolution in no time!

  • How long does delivery take?

    We aim to deliver 3 - 5 working days from when you place your order, some custom size products such as rods can vary. We send tracking information via email so you can follow your item(s) journey and your product will be sent through a reputable courier. Should you require more information please feel free to email help@runrug.com and we can chase the progress on your behalf.

  • How will my rug be delivered?

    Your product will be delivered by a reputable courier. They provide a high quality, express tracked service. The courier will ask for a signature from anyone who signs on your behalf giving peace of mind. All tracking numbers will be emailed to the address provided at the time of ordering.

  • Can you tell me what time my rug(s) will be delivered?

    As we use a third party courier company we cannot provide you with an exact delivery time. Deliveries are made between the hours of 08:00am and 16:00pm. We can provide you with a tracking number and details so that you can track your order.

  • Can I track my order?

    YES! You will be able to track your parcel by logging into 'My Account'. We will also email you the tracking details once the item has been dispatched and in the hands of the couriers.

    If you cannot locate the tracking details then all you have to do is contact us and we will give you the tracking information and guide you through the tracking process.

  • Do you have a returns policy?

    Returns on orders over $225 are free. All you need to do is email helpAU@runrug.com or click here and we shall ensure we arrange the return for you.

    The item/s will be collected from your address and returned back to our warehouse or we will send you a returns label to drop off at a local drop off point. Upon return, we will refund the value of the item/s that had been paid at the point of the order being placed.

    If your order is under $225, then please arrange to send it back to our address at your own expense.

    • Items must be packed in exactly the same format they were despatched. If the items are packed larger than they were shipped, we will incur further shipping charges which will be deducted from the refund, or were necessary charged to you (the customer).
    • We must be notified within 30 days of the order being received. Please note that the process of arranging the collection however may take longer.
    • Shipping costs paid on the original order are not refundable.
    • Please return the item to us within 30 days of taking delivery of the product.
    • Send the product back to us in an unused condition and in its original packaging.
    • Enclose your invoice in the package with instructions to either refund or exchange.
    • We advise you obtain proof of postage.
    • If you return an item that is damaged, we shall either replace the product or issue a refund at your request.
    • Whilst every effort is made during photography processes, to accurately reproduce colours we do not accept any responsibility for the payment of returning items if there has been a misrepresentation of colour.
    • This does not affect your statutory rights as a consumer.

    *Please note that the following products are excluded from our free returns service and 30 day return policy......Orders under $225, 1ft Lengths, Clearance Runners, Made to Order Stair Rods, Made to Order Brink & Campman, Made to Order Alternative Flooring, and Opened Wedding runners.

    Should you need to send a product back to us on your own accord then our returns address is as follows:- 

    runrug Australia
    143 Tranquil drive
    Carramar
    WA 6031

  • How accurate are the colours?

    We are constantly reviewing and improving pictures to ensure they are as accurate as possible but there are too many variables for us to be able to guarantee that all rugs will be exactly the same colour as depicted on your screen. If in doubt contact us and where possible we will try to describe the colours for you or send a free sample out to you.

  • What are the quality of your items like?

    Carpet Runners AU deals only with reputable manufacturers and importers and so whether you are purchasing one of our budget products or our superior quality products you can be assured that they have been made to a high quality standard. As with all goods available for purchase, quality varies with price and so it follows that more expensive items will generally be manufactured to a higher quality due to the use of better materials and more dense piles. Please contact us if you would like any further details regarding the quality of a particular runner or rug. We will happily send out free samples should you be unsure prior to purchase.

  • How do I care for my rug?

    Regular vacuuming and general cleaning on a periodic basis will help to ensure that your item looks good for as long as possible

  • What is the best way to contact you?

    Got a question? - Have a problem?

    There are numerous ways in which you can contact our customer care team to get help: 

    1) Complete the form here and we will reply via email within 24 hours

    2) Complete the form here and request a call back within 24 hours

    3) See our Helpdesk and our FAQ's - Click here

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    Our address is: -

    runrug® Australia
    143 Tranquil drive
    Carramar
    WA 6031

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