FAQs

Click the questions below to discover the answers. 
I WOULD LIKE TO BECOME A CUSTOMER
How do I become a Customer?

The Rug Collection is a wholesale company and we sell direct to trade professionals that include Interior Designers and Decorators, Property Stylists, Architects and Homeware Retailers.

With a Trade Account, you can enjoy:

  • Access to our extensive Rug and Furniture Collections
  • Exclusive Trade pricing
  • Online account LOG IN for instant pricing
  • A first look at new product collections & to be kept up to date with the latest news


REQUEST AN ACCOUNT > CLICK HERE

For all international orders please contact us.

I'm not an Interior Designer/ Trade Professional, where's my nearest stockist?
FOUND AN ITEM YOU LIKE?

Let us know your location and we will get back to you with your nearest stockist.
REQUEST MY NEAREST STOCKIST 
By registering, will I automatically receive marketing emails from you?

We like to keep our customers up to date with the latest arrivals and news once a fortnight. You can unsubscribe anytime by clicking on the link in any email communications that we might send you. Alternatively, you may contact us and request your email address to be unsubscribed.

Do I need to register for an online account?

If you are an existing customer, simply fill out the quick form or contact your Account Manager to request online access login details.

REQUEST ONLINE ACCESS OR APPLY FOR NEW TRADE ACCOUNT > CLICK HERE

ORDERING
I'm an existing customer, do I need to register for an online account?

If you are an existing customer, simply fill out the quick form or contact your Account Manager to request online access login details.

REQUEST TRADE LOG IN  IN ACCESS
Can I call my Account Manager to set up a Website log in ?

Yes, your Account Manager will be happy to set up an online log in for you.

Please call or email them directly.

Alternatively, you can apply online now CLICK HERE

Do I order through my Account Manager?

Yes, your Sales Rep will assist with all your orders or any information your require.

Easy ordering online- use the Quote List to order:
Add a product to the Quote List. 
Type in a note to let your Sales Rep know you would like to order the item/s.
Click to specify a new delivery address
Ask any questions you like or specify any special requirements

  • Call or email your Sale Rep & let us know:
    Rug Style / Colour
  • Qty
  • Delivery Details
  • Required By Date

or

Email through a Purchase Order with all the details.
Any queries at all, please contact us.

 

 

Do I need to register for an online account?

If you are an existing customer, simply fill out the quick form or contact your Account Manager to request online access login details.

REQUEST ONLINE ACCESS OR APPLY FOR NEW TRADE ACCOUNT > CLICK HERE

Yes, your Account Manager will assist with all your orders and is on hand to answer any questions.

Use the website Quote List as a quick way to request an order:

Add a product to the Quote List.
Type in a note to let your Account Manager know you would like to order the item/s.
Specify a delivery address.
Ask any questions you like or specify any special requirements

Or, email through a Purchase Order with all the details.

Any queries at all, please contact us.

Can I order online when I log in?

You can use the Quote List to order:


• Add a product to the Quote List. 
• Type in a note to let your Sales Rep know you would like to order the item/s.
• Click to specify a new delivery address
• Ask any questions you like or specify any special requirements

Any queries at all, please contact your Account Manager or contact us.

Do I need to make a deposit on a backorder?

To secure your order, a 50% Deposit is required and the remaining balance is payable prior to delivery.

STOCK AVAILABILITY
How can I check stock availability?

Your Account Manager is your first point of call for checking stock availability.

We can assist you with:

The quantity we have in stock.
Lead time on delivery if item/s are in stock
How to place a backorder
Lead time on arrival of replenished stock

All stock is housed in our Melbourne Warehouse and new containers arrive frequently.

For more information on Stock, please contact us.

I've seen an item previously but now it's not online, where can I get it?

Unfortunately, if this is the case then this item may be sold out or discontinued. Please contact your Account Manager if you have any further queries. 

 

Can I place a backorder to secure an item/s?

Yes, if we are waiting on stock to arrive you can place a backorder with a 50% deposit to secure the item.

What's the lead time on a Custom Rug order?

Custom rug lead times can vary due to construction and design complexity.

Custom Made Flatweaves - If you select a flatweave design and colour from our current catalogue and specify a size, the custom made timeframe is approximately 8 to 10 weeks. 

Custom Made Rugs by Design - Dependent on your design requirements and artwork approval. Please contact your Account Manager for more details.

What's the lead time on my back order?

As lead times can vary, please contact your Sales Rep for lead time on your order/s or contact head office here.

DELIVERY
Can I specify a time for delivery?

Any special instructions for delivery must be advised. Unfortunately, we cannot guarantee an exact delivery time, however, we make every effort to ensure your rug is delivered in a timely manner. For VIP DELIVERY requirements, please contact your Account Manager or Head Office for more information on special requests.

Can I change the delivery address?

You can specify a new delivery address when you request a quote. If you have any concerns please contact us.

Do you offer VIP Delivery Options?

Yes, for unique delivery requirements we offer VIP delivery service options Australia-wide. Please discuss your unique delivery needs with your Account Manager or contact us.

Does The Rug Collection ship Internationally?

For all international delivery enquiries, please contact us.

Can I give "Authority to leave" if I'm unable to be at the delivery location?

It is important to note that if you give Authority To Leave the consignment in your absence, we can no longer guarantee your items once they have been delivered and left at your premises. Nor can we guarantee against other factors that can affect your parcel whilst it is sitting unattended – like rain, dirt, damage, theft etc.

In this situation, we can only guarantee delivery and quality up to the point that the track and trace tells us the goods were left for you.

 

CUSTOM MADE ORDERS
Do you make custom rugs?

Yes, we custom make rugs to suit your requirements, from customised flatweaves to commercial grade rugs.

For more information click here or contact us.

Can I customise a size on an existing rug design?

Yes, depending on the rug design. On each of our rug product pages, it will specify if custom rug options are available.

GENERAL INFORMATION
I've forgotten my password! Can I reset it?

Click on the Lost your Password? link or click here to reset. For security reasons, we cannot send a new password via email. If your new password does not work please contact us for assistance.

How do I search for products?

There are a number of ways you can search for goods until you find exactly what you're looking for. The most relaxing way to shop with us is to browse through the categories at the top of the web-page and then refine what you are looking for by using the Filter in the category.

Alternatively, if you know the exact name of the item you want, just type it into our search  [top right of the website] and it will be shown in the search results. Once you have found what you want, click enquire now or “add to quote’ if you are logged in for any further information you require.

What are your customer support opening times?

Our online and customer support phone 03 8555 3584 are open from Monday to Friday from 9am - 5pm. Alternatively, you can contact us and we will endeavour to answer your queries as soon as possible.

What are your customer support contact details?

You can contact your Account Manager or our customer service team on (03) 8555 3584 or email us

What is your Head Office business address?

HEAD OFFICE
4/80 Fairbank Road,
Clayton South VIC, Australia 3169

PO BOX 5172 Clayton, VIC 3168

Phone ( 03 ) 8555 3584
Fax ( 03 ) 8080 6465

 

I have an Interior Design / Stylist business and want to register a Trade Account, how can I?

If you would like to apply for a Trade Account, you can enjoy:


Access to our extensive Rug and Furniture Collections
Exclusive Trade pricing
An account LOG IN for instant product prices
A first look at new product collections & be kept up to date with the latest news


REQUEST AN ACCOUNT > Apply Now

For all international enquiries please contact us.

RUG CARE, SIZE GUIDE & PLACEMENT
Can you help with information on Rug & Furniture Care? 

Yes, please see care information in the link below or contact us for any questions you may have.

View PRODUCT CARE > click here.

 

Do you have a Rug Size and Placement Guide or helpful tips?

For helpful tips and layout examples, please view our Rug Size and Placement Guide > 5 Tips - A quick buyers guide to rug size, shape, style, care & room layouts.

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