Help & Contact

Yes!

We stock over 95% of our products available online ready to be dispatched the next working day. Products that are not in stock are typically made bespoke and have a clear message stating how long they take to deliver. If you require a substantial amount please email helpuk@runrug.com where a member of staff will be happy to check stocks and reply within 24 hours.

At runrug.com we are very security conscious. We use strong SSL encryption on all pages you enter personal details. You may pay online using your card (all available cards are listed at the bottom of our website) or PayPal account.

Online credit card and debit card payments are handled by Barclaycard and our merchant acquiring bank Barclaycard. Together they provide a secure internet payment system for both credit and debit card payment. All payment information is encrypted using state of the art SSL encryption.

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 confidential data sent to a Web site, such as credit card numbers, are kept private.

Yes, we ship to most locations across the world. If your location is not listed when you enter delivery details please do email and we will be happy to assist you, our email address is helpUK@runrug.com

Yes we do, we ship to Jersey, The Highlands, Guernsey, IOW, IOM and many other locations. If your location is not showing when you enter your address, please email helpUK@runrug.com and we will seek a quote from the courier.

Great question! We aim to deliver 2-4 working days from when you place your order, made to measure products such as rods can vary. We send tracking information via email so you can follow your item(s) journey, UK Mainland deliveries get sent via DHL.

Should you require more information please feel free to email helpUK@runrug.com and we can chase the progress on your behalf.

Your product will be delivered by DHL if you are in the UK Mainland, for remote locations we can use other couriers based on product/location. Our couriers 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.

We aim to have your product dispatched within 24 – 48 hours of purchase. Once booked in with the courier you shall receive tracking information. Unless otherwise stated delivery shall be 2-4 working days after purchase.

Yes you can! Once we have booked your parcel in with the courier we shall email tracking information. With this information, you can follow your product on its journey. Further information will be attached to the email we send to you.

Yes this is an option available, when you checkout you will see the different options for billing and delivery, please enter the address registered to your card and the address you would like the delivery to go to and we shall ensure this is taken care of.

Yes, we have a free returns policy on all orders over £75. If you inform us within 30 days of receiving the product and your order value is more than £75, then you will qualify for our free returns service.

Simply email us at helpUK@runrug.com to make us aware of your intentions. We shall then arrange a free returns label for you.

If your order is under £75, then please arrange to send it back to our address at your own expense. Alternatively, we can arrange a collection for a fee of £15.

Any delivery fees that have been paid when ordering the product are unfortunately non-refundable.

Our free returns service is only available to addresses located in UK Mainland (Excluding Highlands, Islands, Northern Ireland and all other International addresses outside of the UK)

Only one free return is permitted per customer. Where a free return has been granted, further transactions will only be collected at the discretion of our customer services team and we reserve the right to decline the return of additional orders. This does not affect your statuary rights. Any additional exchange postage fees will be chargeable at current delivery fees.

Products that are returned must be returned in there original condition. We cannot accept products that are returned and can be seen as to have been used.

*Please note that the following products are excluded from our free returns service and 30 day return policy.....Orders under £75, 30cm lengths , Made to Order Carpet Runners, Underlay/Grippers/Underlay & Gripper Packs, Made to Order Stair Rods, Carpet Studs, Made to Order Brink & Campman, Made to Order  Alternative Flooring and Opened Wedding Runners.

**Clearance products are none returnable.

• 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.

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

runrug.com
84a Freeman Street
Grimsby
DN32 7AG

Very true, as true as can be…. We do not use the stock photo' provided by the manufacturer, we get the real product and take a photo ourselves to ensure the colours are as true to real life as possible, as with any type of internet shopping different screens have different resolutions so the product may look different on different screens HOWEVER we believe the representation is as true as we can possibly make it.

We deal with many manufacturers therefore the quality differs range to range. We have traveled the world to find manufacturers that represent not only high quality but good value also. We have product descriptions next to each product and we are also happy to discuss should there not be enough information on our site via phone or email.

Typically, we suggest spot cleaning your product, of course the more stubborn the stain the more effort said stain will require. For general cleaning we recommend hovering, please be careful around the perimeter as some hoovers can snag the edges.

Any products that are made from 100% Polyamide or 100% Polypropylene are bleach cleanable so a white cloth and diluted bleach will bring out nearly any stain. Please be careful with any excessive liquid on carpet runners, if any liquid is allowed to soak into the backing it can lead to the carpet distorting in shape.

If the courier misses you typically they will try a neighbour, if that is unsuccessful they will take your product back to the local depot.

DPD have a facility where they can text to make you aware when delivery will be and should that not be convenient you can text alternate options to them. All deliveries do require a signature.

Got a question? - Have a problem?

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

1) Call us on 01472 287044 (8am - 5pm / Monday - Saturday)

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

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

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

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Our office hours are 8am to 5pm Monday to Saturday

Our contact/returns address is: -

runrug.com
84 Freeman Street
Grimsby
N. E. Lincs.
DN32 7AG

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