Frequently Asked Questions

At Urban Rugs our goal is to make you happy by helping beautify your home, office or commercial site. If you have ordered a rug, or just want to clarify a simple question quickly, have a read below where we have addressed some of the more common concerns our customers have had. If you can’t find what you are looking for, please contact us at


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

Of course! Our goal is to help you make the most of your beautiful home, but please respect that some conditions do apply to returns. If your rug is returned in new condition and has retained all attached tags, we would be happy to exchange or in some instances offer a refund. For more information, please click here for a link to our returns and refunds page.

My rug is damaged, what do I do?

Step one is to get into contact as soon as possible. The fastest contact is with a quick email to us at One of our friendly team will be ready to assist and help us both work together to come up with an ideal solution.

How long will shipping take?

Australia is a big place, where you live can have an impact on how long shipping takes. After placing an order, you should have received an email that includes the details of your order and a tracking number.

If you are living in a metropolitan area, you should expect delivery within 5-10 days. For our regional customers, please allow a further 5 days for your beautiful new rugs.

For questions about the progress, delivery details or any other questions regarding your order, please feel free to email our lovely customer service team at

How much will the shipping cost?

Shipping is completely free. However, there may be a small charge if you reside in regional/remote areas. One of our friendly team members will be in touch to discuss the cost of shipping prior to dispatch.

Do you ship internationally?

While we would love to ship across the world, at this time we are not set up for international shipment. However, don’t be afraid of dropping us an email at and we will try to help find you a solution.

How are your rugs made?

This is a tricky one, it really comes down to the individual rug. When you browse our rug selection, the materials and manufacturing methods are listed in the details of each product.

Do you stock hall runners?

We certainly do! Click here to peruse our range to find your perfect hall runner.

Do you sell rugs made from natural fibres?

Some of our favourite rugs are made with natural fibres. Some of the materials we stock include natural jute rugs, cotton weaves and luxurious wool.

Do you do custom rugs?

Unfortunately, we don’t have the ability to organise a custom rug for you. However, if you are in need of a custom rug, our friends at Stan’s Rug Centre are happy to help, see their options here

What payments do you accept?

We are happy to take all major credit cards, debit cards and of course Paypal.

I want to return my rug but don’t have the original packaging

For returning a rug because you are not happy with your selection, be sure to keep the original packaging. Without the packaging, unfortunately, we will not be able to accept your return.

If you have a return for a faulty product and have disposed of the original packaging, please email us asap at We will do our best to find an effective solution.

I need to speak to a human, who do I contact?

For any questions you might have, check out our Contact Us page here.

Send us an email, please send to

How do I clean my rug?

For care tips and spillage problem solving, check out our blog. You will find a range of articles from care and maintenance to style guides and décor tips.