DISCOVER THE ANSWERS

FAQS
Olympus Rug Navy with Marley Dining Chair in Beige and Evie Sofa Boucle Ebony Insitu Tallira the Rug Collection
DISCOVER THE ANSWERS
FAQS

ONLINE WAREHOUSE SALE

Online payment options include Credit Card and Paypal.
To secure future stock, we require payment in full and your rug will be dispatched when the next stock arrives at our Melbourne warehouse.

For Online Rug Orders over $500 it's free shipping Australia-wide for the duration of the Online Warehouse Sale.

For Online Rug Orders under $500, its a $75 flat rate shipping cost Australia-wide.
ONLINE WAREHOUSE SALE RETURNS POLICY CONDITIONS

No returns for change of mind on rugs purchased on Sale or End Of The Line (discontinued) rugs, therefore, please choose carefully. If your item is deemed as damaged or faulty, you can exchange or receive a refund.

Faulty or Damaged Goods to be returned within 7 days from the date of delivery.

Where an item is found to be faulty on delivery please notify us within the first 7 days.

If a defect or fault is found within 7 days we will provide a full refund and pay to have the item returned shipped to us.

Once your return is received and inspected by our Quality Assurance Team, we will send you an email to notify you of your refund. A refund will be provided by credit to your original method of payment.

For more information please contact us.

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 links below or contact us for any questions you may have.

View RUG CARE > click here.

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.

HAVE A QUESTION ABOUT OUR CLEARANCE RUGS AND/OR FURNITURE on SALE?

HOW MUCH IS THE SHIPPING COSTS FOR CLEARANCE SALE RUGS AND FURNITURE?

For RUGS on Clearance Sale and our Indigenous Category it's FREE SHIPPING Australia-wide until 30th June 2023.
Usually, we offer a flat rate of $80 to ship rugs Australian-wide. For more information please view our Shipping information click here.


For Furniture on Clearance Sale delivery to MELBOURNE METRO FURNITURE is currently a Flat Rate of $95 until 31st May 2023.
For a furniture shipping quote, or more information please view our Shipping information click here. 

 

CONTACT US
Phone 03 8555 3584 or via email using the contact us form.

 

DO YOU SHIP FURNITURE OUTSIDE OF MELBOURNE MELBOURNE?
Yes, for a furniture shipping quote outside of our Melbourne Metro Flat Rate Shipping Zone please contact us, phone 03 8555 3584 or via email using the contact form.


HOW LONG UNTIL TO RECEIVE MY ORDER?

If the items you order are in stock, your rug order will be dispatched within 3-5 business days. During busy periods there may be delays on your order being shipped out.

DO YOU OFFER RETURNS OR EXCHANGES ON RUGS AND FURNITURE ON SALE OR CLEARANCE?

No returns for change of mind or items on sale or clearance, therefore, please choose carefully. You can find our full Return Policy click here.

If your item is deemed as damaged or faulty, you can exchange it or receive a refund.

Please Note: For a refund or exchange, your return must be in original condition with packaging and tags attached.

WHAT DO I DO IF I RECEIVED A FAULTY / INCORRECT ITEM?

Please email or call us ASAP with your Order Number and we will arrange a replacement or refund for you. For a faulty item, we request that you also include a photo of the fault.

Phone: 03 8555 3584

CONTACT US
HOW CAN I USE A COUPON CODE?

Before continuing to the checkout, in the Shopping Cart please enter the PROMO/COUPON CODE in the field at the top of the Checkout page and click APPLY COUPON to add to your order. Please note, only one discount code can be redeemed per order.

 

CAN I MAKE CHANGES TO MY MY ONLINE ORDER?

Unfortunately, it is not possible to make a change to an online order once it has been placed. Please note that if you are not completely satisfied with your purchase you can use the return form, request a refund (if available see refund T&C's) or an online credit.

HOW DO I PURCHASE THE CORRECT SIZE RUG?

The general rule is the bigger the rug the better. View our Rug Placement Guide click hereYour Guide to Rug Size and Placement.

WHAT IF THE RUG SIZE I WANT IS NO LONGER AVAILABLE ON THE WEBSITE?

If the size you are wanting to purchase is no longer showing on The Rug Collection &/or Tallira Furniture Clearance items, it is no longer in stock and sold out. Please contact us if you have any further queries.

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