FAQs/Helpdesk | Carpet Runners UK - Runners & Rugs for Stairs and Hallways

Please select the subject below and click for more information.

Are your products in stock?
Yes!

We stock 99% of what we offer online, which means the items are ready to be dispatched immediately from our UK depot to arrive with you the next day (if selecting Express Delivery).

How secure is online payment?
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.

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

Do you ship outside the UK/internationally?
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

Do you ship to offshore/remote UK locations?
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.

How long does delivery take?
Standard delivery takes between 2 to 4 days.
Express delivery is next working day when ordering before 1pm or you can choose the day you would like it delivering.

How will my runner be delivered?
Your product will be delivered by a reputable and trusted national courier if you are in the UK Mainland, for remote locations we may 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.

Can you tell me when my product(s) will be delivered?
We aim to have your product dispatched within 24 – 48 hours of purchase. Once booked in with the courier you shall receive tracking information. 'Standard Delivery' shall be 2 to 4 working days after purchase, or next day if selecting 'Express Delivery'

Can I track my order?
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.

I want my shipping and billing address to be different, is this OK?
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.

Do you have a returns policy?
We offer a 30 day free returns policy on all orders. For more information, please click the link below.
Click here for our full Delivery & Returns policy

How true to life are your product images?
Very true, as true as can be…. We do not use the stock photo provided by the manufacturer, we take a photo of the product 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 understand that mistakes can be made when ordering online and you don't truly know if you like it until you see the product in your home, this is why we offer a 30 day free returns policy. If you don't like the product for any reason, simple activate the returns procedure and we will collect the product for free and refund you immediately.

What are the quality of your items like?
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.
We understand that mistakes can be made when ordering online and you don't truly know if you like it until you see the product in your home, this is why we offer a 30 day free returns policy. If you don't like the product for any reason, simple activate the returns procedure and we will collect the product for free and refund you immediately.

How do I care for my runner?
Any products that are made from 100% Polyamide or 100% Polypropylene are stain resistant, so a white cloth and diluted cleaning solution should bring out nearly any stain.
As with any carpet, regular vacuuming will help keep your carpet looking brand new and free of loose dirt.

If I miss my delivery what happens next?
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.
Our couriers have a facility where they can text/email you to make you aware when delivery will be and should that not be convenient you can text alternate options to them.

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