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Frequently asked
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Welcome to our most frequently asked questions section. Here you should find the answers to the most commonly asked questions, if you have a question that is not answered here then please feel free to contact us, email is preferable however if you wish to speak to someone, you can telephone our freephone number on the 'Contact' page. More information can be found in our Terms & Conditions page including our current Privacy Policy and Secure Server details. We hope that you will enjoy shopping with us and endeavour to ensure that you receive the highest quality of service.
Q1. I am having difficulty viewing the website, it seems like your website is too big/small for my screen, what can I do?
Q2. I can view your site but I am having trouble reading the text as it appears to be too small?
Q3. I am having difficulty ordering online / Is it possible to speak to someone who can process my details over the telephone?
Q4. Is Vat Included in the prices displayed on your website?
Q5. How much will delivery be for my rug?
Q6. Are there any extra/hidden charges that I should be aware of before placing an order?
Q7. Can you supply me with a sample of the rug I would like before I place an order?
Q8. How accurate are the colours on your website?
Q9. Can I return the rug/rugs if I am not pleased with them?
Q10. Do you supply to outside the UK?
Q11. I have ordered on line but I have not received a confirmation of my order?
Q12. How long will delivery be?
Q13. How do I track an order online?
Q14. Can you tell me what time my order will be delivered?
Q15. Why do I keep getting your answering machine?
Q16. I get no answer after 5pm, why is this?
Q17. Your FAQ didn't answer my question?
Q1. I am having difficulty viewing the website, it seems like your website is too big/small for my screen, what can I do?
A1. Cool Rugs is best viewed with a screen resolution of 1024 x 768 or greater. If you are not sure what your screen resolution is then click the link below. This will display your browser settings in a new window.
http://gemal.dk/browserspy/screen.html
If you find that your settings are not at 1024 x 768 you can change your screen resolution to the best setting for viewing our website. This is easy to do and is easily reversed if you want to change back to your previous settings. The following links below exPlain-rugs/ how to do this in more detail.
If you require information on how to do this for any other operating system please contact us and we will direct you to a site that contains further information.
Q2. I can view your site but I am having trouble reading the text as it appears to be too small?
A2. Cool Rugs is best viewed with a medium text size, however we understand that this may not be large enough for some users or too large for others. Most browsers have the facility to enable users to change the size of the text on a website. If you would like to change the size of the text displayed on our website you can do so by using the following information that corresponds to your browser type.
Internet Explorer: Using the Menu Items Go to - .View > Text Size > Largest
Firefox, Netscape : Using the Menu Items Go to - .View > Text Size > Increase
Opera: Using the Menu Items Go to - .View > Zoom > %
Safari: Using the Menu Items Go to - .View > Make Text Bigger
Q3. I am having difficulty ordering online / Is it possible to speak to someone who can process my details over the telephone?
A3. If you are having problems with our shopping cart or you would like to speak to a 'real person' to place your order then you can ring us on our freephone telephone number and we will enter the order into our system for you. If you would prefer to, you can send us an email and ask for us to telephone you back, which we will do at the earliest possible convenience.
Q4. Is Vat included in the prices displayed on your website?
A4. Yes, all prices displayed include Vat at the rate of 17.5%.
Q5. How much will delivery be for my rug?
A5. All prices displayed include free delivery to the mainland UK which means if you live in the mainland then your rug will be delivered to you free of charge. However if your delivery address happens to be an offshore address, including the Isle of Wight, Isle of Man amongst others then we regret that we will have to charge for delivery. If in doubt, then please give us a ring.
Q6. Are there any extra/hidden charges that I should be aware of before placing an order?A6. No, if you live in mainland UK then the prices that are listed on the website are the prices that you pay, as simple as that!
Q7. Can you supply me with a sample of the rug I would like before I place an order?A7. No, we are sorry but we do not supply samples for our rug collections. If you need any more information on a rug before ordering, eg, texture, style etc then please give us a ring.
Q8. How accurate are the colours on your website?A8. We constantly monitor, review and improve our colours to make sure that they are as accurate as possible however there are unfortunately too many variables that will allow us to guarantee that the rug you order will arrive at your door the exact same colour as what is depicted on your screen. We therefore expect that you allow a small amount of margin for colour change between your screen and ours. If you're not sure of a colour then please give us a ring and we will try to exPlain-rugs/ the colour/s to you as accurately as possible.
Q9. Can I return the rug/rugs if I am not pleased with them?A9. Yes, you can return your rug to us within seven days, however the rug must be returned unused and in the same condition as it was dispatched. Once we are happy that these terms have been met, we will give you a full refund or issue you with a credit towards another rug of your choice. Please note that you will have to pay for the cost of the return carriage, you can either return it yourself or we can arrange to have it picked up at your expense.
In the very unlikely event that your rug is faulty in any way, we must be notified within seven days of you receiving it. On return, we will inspect it and if it is found to be faulty then we will either, replace it or offer you a full refund, whichever you prefer. If you have any queries please ring.
Q10. Do you supply to outside the UK?A10. Yes, we can supply outside the UK, however delivery charges are often quite expensive, please feel free to ask for a quote.
Q11. I have ordered on line but I have not received a confirmation of my order?A11. If you have provided a valid email address on the order form then you will receive a confirmation of order automatically. If the email address is not correct or not entered at all then you will receive a confirmation by post. This can take a few days and is often posted out at the same time as the rug is dispatched.
Q12. How long will delivery be?A12. We deliver 90% of our rugs within 5-10 working days of placing your order. However sometimes a rug may be out of stock and have to be ordered from our suppliers. We have regular deliveries and if this is the case, then your rug will normally be delivered within 15 working days of placing your order.
A small percentage of our orders are occasionally out of stock, both with us and our suppliers, which can often incur a slightly longer wait. Please be advised that if this is the case we will contact you as soon as we are aware. Whilst any delay can be frustrating, we ensure you that we are constantly chasing any outstanding orders at least three times a week and are doing everything in our power to make sure that your order is delivered as quickly as possible.
Q13. How do I track an order online?A13. We are sorry but orders cannot be tracked online, if you would like to chase an order please feel free to give us a ring or send us an email.
Q14. Can you tell me what time my order will be delivered?A14. All rugs are sent by carriers on a next working day delivery basis but unfortunately due to carriers redistributing from a central depot to smaller depots all over the country we can't guarantee a time. If you would like to get a timed delivery then we advise that you pay for one of our carriers premium delivery services which are as follows:
Mon-Fri before 10.00 a.m.£8.00,
Mon-Fri before 1.00 p.m. £12.00,
Saturday before 1.00 p.m. £18.00,
Off Shore - Northern Ireland £35.00.
Q15. Why do I keep getting your answering machine?A15. During certain times of the day, school holidays or running up to festive periods our lines can get very busy, we apologise if you are finding it hard to get through. Please keep trying, or feel free to leave a message and we will call you back or alternatively email us.
Q16. I get no answer after 5pm, why is this?A16. Our lines are open Monday - Saturday 9am-5pm, if you wish to speak to someone outside of these hours then please email us with a convenient time, including evenings and weekends, whichever is best for you and we will return your call.
Q17. Your FAQ didn't answer my question?A17. Please contact us with your query.
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