Questions about us

How have you been impacted by COVID?

Please see our latest covid 19 update and its impact on us here

Do you have a showroom?

No, we don't have a showroom or a brick and mortar store. The savings we make from this decision allows us to offer our rugs at the cheaper price to our customers. Should you have a particular question or concern about a rug, just email us at sales@rugtastic.com.au

What payments do you accept?

We accept payments via bank deposit, Credit Card (VISA/Mastercard) and Paypal. 

Where are you located?

We are a 100% Australian owned and operated rug store. Our office is based in the leafy suburb of Croydon, Victoria and we have warehouses in Melbourne, Sydney and Brisbane.

How can I contact you?

We are a online only store. The best way to contact us is via the chat option on the website or by sending us an email - sales@rugtastic.com.au

 

Questions about shipping

Do you deliver to PO Boxes or Parcel Lockers?

No, our couriers require delivery to be requested to a street address

Do you deliver on weekends?

The courier company performs deliveries Monday-Friday during business hours

Can I pickup my rug?

No, we have a strict delivery only policy

How long before my order is dispatched?

Your order will be dispatched in 2-4 business days.

Please note that Designer rugs (Ted Baker/Scion/Brink & Campman/Orla Kiely/Sanderson/Morris/Harlequin/Florence/Wedgwood/Bluebellgray) are stocked in Sydney AND the Netherlands. If it is coming from our partner warehouse in the Netherlands, it can take up to 8-10 business days for dispatch.

Please see more shipping information here

How long will my order take to arrive?

Please see estimated delivery times below once dispatched. Please see more information regarding shipping here

State

Delivery time

NSW

1-3 days

Regional NSW

3-5 days

QLD

1-3 days

North QLD

3-7 days

SA

2-3 days

Regional SA

5-7 days

WA

3-5 days

Regional WA

5-7 days

VIC

1-3 days

Regional VIC

3-7 days

TAS

5-7 days

NT

5-10 days


What happens after I place an order?

Once you’ve placed your order, you’ll receive a confirmation email from us.

When your order is on its way, you’ll receive another email with your courier tracking information. Use this tracking to follow your order's journey. 

Keep an eye out for these emails in your inbox (and junk folder too).   

Why isn't my tracking no. working?

Once allocated, it can take a while for your tracking number to be loaded into the system. Please allow 24 hours for tracking information to update.

Tracking showed that my order was 'out for delivery' but it never arrived?

We’re so sorry to hear this! Out for Delivery’ status means that your rug is onboard for delivery with the driver. Unfortunately, the driver's runs can be impacted by everything from traffic, to the weather, to hard to reach deliveries - the list goes on! Unfortunately, the hours in a day are not enough and often they don't get through the entire run in one day. The rug will go back to the depot and the delivery will most likely be completed the next business day. If in case it doesn't, please let us know so we can follow up.

How can I modify or cancel an order?

Please contact us asap to make a change to your order. Unfortunately, once an item has been picked in the warehouse and put into delivery cages , it cannot be modified or cancelled. 

 

Questions after delivery

My rug arrived damaged or the wrong rug was received?

We are so sorry to hear about this and want to see it resolved asap. Please email us at sales@rugtastic.com.au with afew photos of the rug along with your order number and our wonderful customer service team will resolve this for you.

The rug doesn't suit the area or I just don't like the rug. How can I return it? 

We can certainly arrange a return for you. Please see our returns and refunds page here

 

Please do not hesitate to contact us if you have any further questions at sales@rugtastic.com.au.

 

FAQs — Rugtastic Melbourne Australia | Quality Online Rugs