FAQ’s

Click the questions below to discover the answers.
If you have any further queries, please don’t hesitate to contact us



I WOULD LIKE TO BECOME A CUSTOMER

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

With a Trade Acccount, 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 >

For all international orders please contact [email protected]

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 >

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

If your application is a success, you will automatically be given your personal website log in details so you can enjoy all the online benefits for designers on-the-go!

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 >

GET TRADE LOG IN ACCESS TO WEBSITE

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

REQUEST WEBSITE LOG IN >

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

Please call or email them directly.

Alternatively, you can apply online now.

REQUEST WEBSITE LOG IN >

ORDERING

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, please include:
Contact Name, Phone number and Full delivery address
• Required By Date

or

Email through a Purchase Order with all the details.

Any queries at all, please contact us.

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 Sales Rep or contact us.

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

STOCK AVAILABILTY

Your Sales Rep is your first point of call for checking stock availabilty.

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 informaton on Stock, please contact us.

Unfortunately if this is the case, then this item may have been be sold out or discontinued. Please contact your Account Manager or [email protected] if you have any further queries.
Yes, if we are waiting on stock to arrive you can place a backorder with a 50% deposit to secure the item.
Yes, if we are waiting on stock to arrive you can place a backorder with a 50% deposit to secure the item.

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

Custom Made Flatweaves

If you select a flatweave design, colour option and specify a size to be custom made in a timeframe of approximately 8 to 10 weeks.

Custom Made Rugs by Design

Dependent on your design requirements and artwork approval. Please contact your Sales Reps for 

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

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.

VIP DELIVERY

Please contact your Sales Account Manager or Head Office for more information on special requests.

 

You can specify a new delivery address when you request a quote.

If you have any concerns please contact us

For all international delivery enquiries, please contact [email protected]

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

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

Custom Made Flatweaves
Select pattern, colour and size.

VIEW CUSTOM FLATWEAVE OPTIONS > 

Custom Made By Design
Specify your requirements or work together with our talented team to creative a unique one-of-a-kind designer rug.

MORE INFO >

Get in touch

Speak with your Sales Rep to get creative with a new custom rug or contact us.

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

  1. Custom Made Flatweaves
    Select pattern, colour and size.

    VIEW CUSTOM FLATWEAVE OPTIONS > 

  2. Custom Made By Design
    Specify your requirements or work together with our talented team to creative a unique one-of-a-kind designer rug.

    MORE INFO >

Speak with your Sales Rep to get creative with a new custom rug or contact us.

GENERAL INFORMATION

Click on Lost your Password?  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 [email protected] .au for assistance.
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 search filter in the category.

 

Alternatively, if you know the exact name of the item you want, just type it into our search facility [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.

Our online or customer support phone line & Trade Showrooms are open from 9am – 5pm, Monday – Friday.

Alternatively, you can email [email protected] and we will endeavour to answer your queries as soon as possible.

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

For all international delivery enquiries, please contact [email protected]

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

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 >

For all international enquiries please contact [email protected]

RUG CARE, SIZE GUIDE & PLACEMENT

Yes, please contact us for any questions you may have.

To get the most out of your rug, it needs to be treated with care. Prompt treatment of spills, regular vacuuming and the rotation of any rugs in high traffic areas will extend the life of your rug.

RUG CARE GUIDE > 
RUG SIZE & PLACEMENT >

 

For helpful tips and example layouts of rug placement

VIEW RUG PLACEMENT GUIDE

The general rule is the bigger the rug the better.

VIEW SIZE & PLACEMENT GUIDE