Frequently Asked Questions

 

How do I buy a rug on your website?

Simply add the rug number into the cart and click checkout. You can then pay by credit card or bank transfer.

Are samples available?

For traditional rugs there are no samples as each rug is individual. However, for modern contract rugs, samples can be produced at a nominal charge. Kindly enquire about this.

Is there a brochure of your stock?

For the same reason there isn’t a brochure. However, if you see a rug on the website that you would like in another colour or size, fill in the request form and we will send you photos of those we have in stock.

Do you have a showroom?

 We have an enormous showroom at the address below, which you are welcome to visit. We are open 7 days a week, from 9.00am -6.00pm. There are literally thousands of rugs, runners and carpets from which to choose. Pop in and browse around at your leisure if you wish. Or better still, ring 0208 731 7708 to book an appointment without any obligation and we’ll be happy to show you around and give you our advice in your choice.

How do I remove stains?

Although light stains can be removed with a little shampoo, major stains should be handled professionally. We can do this for you if you wish.

Do I need an underlay?

If the rug is heavy there’s usually no need for any underlay. If it is very light, some underlay is advisable, particularly on a slippery floor. If it’s going on another carpet, we offer an underlay to reduce ruckling.

Are the colours as they appear on the website?

To the best of our ability they are, although being hand dyed, the yarns will vary across the rug. If this is highly important, please check with us.

Why do handmade rugs have imperfections, or varying shades?

Handmade rugs are woven with yarn that is usually hand-dyed. During washing after weaving, any loose dyes are washed out and the remaining dyes may not be the same throughout. There will often be some shading, known as ‘abrash’, which can add to the character and beauty of a rug.

What is your price promise?

We represent that our prices are at least 50% below normal retail prices. Guard against representations of similar looking rugs that may not be of comparable quality, condition or are not from the same countries.

Can I trust your representation?

Yes.

Are your carpets made using child labour?

There can never be any absolute way of knowing, but to the best of our knowledge, no child labour is used in any part of the production we sell.

Delivery

How do you deliver?

We usually deliver by UPS. The rug will be rolled in a plastic tube and there will also be a return label, in case you decide to return it. Please take care when undoing the tube, so you can re-use it if you decide to do so.

Is there a delivery or collection charge?

There is no delivery or collection charge within mainland UK.

Do you deliver outside the UK?

We deliver worldwide. However, there will be some additional charge, depending on the weight. Please enquire before making your purchase.

How long does the shipping take?

We will dispatch within two days. Delivery by UPS takes another two days. We will give you the tracking number to check on delivery.

Do I need to be home to receive my rug?

Yes please. A signature is required. Thank you.

Can I choose a specific time or day for my delivery?

We are sorry, we have no control over the UPS deliveries. However, they will notify you with the expected time.

What if I miss my delivery?

If you are not in to receive delivery, UPS will automatically try twice more (Monday to Friday). Failing this, the rug will be returned to us. If you don’t wish us to try again, please let us know and we will process a refund.

Returns

Can I return a rug if I don’t like it?

Of course. We have a 30-day return policy, to give you time to consider if the rug is suitable. Just let us know if you wish to return it and we’ll arrange the collection.

Can I cancel a purchase?

Absolutely. Just let us know and we’ll arrange a refund immediately.

How do I return a damaged or incorrect rug?

Our apologies if this occurs. In the unlikely event that it does, kindly contact us to arrange a return or exchange, whichever you wish.

Payment

What is the safest way to pay?

The safest way to make a payment is by clicking on ‘Buy now’, when it will go through Stripe and PayPal Payment Partners.

 Do you offer a payment plan?

Normally not. However, if this is essential for your purchase, please check with us.

What form of payment do you accept?

We currently use the following payment methods when you buy online or on the phone.

·       Credit/Debit Cards/Over the phone:

Visa/Debit, Mastercard, American Express, Maestro, or Bank Transfer.

 

·       Bank details:

Lloyds Bank UK. Sort Code: 30-91-92.  Account No: 66025360

 

·       Warehouse collection:

Credit/Debit cards, Bank transfer, Cash.

 Is your site secure?

We do not see or store your card details. Any information entered while you use the secure server is encrypted before transmission, so an outside party cannot access or intercept your information.

Our website is verified by Norton Secure, powered by Verisign to protect your personal data. Your payment methods are also covered through MasterCard Secure Code or Verified by Visa. We take security very seriously. Any order you make on our website is secure and safe. We use 256 bit encryption (SSL/TLS) to process your card payment.

To Satisfy yourself that you are shopping in a secure environment, look for a locked padlock icon or the image of a key in the bar at the bottom of your screen. This appears on any page that you are entering personal information, such as your payment card details. Additionally, your web address should start with https. The ‘s’ indicates that you are looking at a secure page.

 

LEON NORELL
Unit 8, Atlas Business Centre, Oxgate Lane, London NW2 7HJ
Email: leon@leonnorell.com     Tel: 020 8731 7708

(Open 7 days, 9.00am – 6.00pm)