Contact Us
Contact Us
Email is the fastest way to reach us — and the only way, because we are online-only with no UK office. We respond within one UK business day, Monday to Friday.
Response time
One UK business day, Monday to Friday.
What to include in your email
Pre-sales questions
The rug page URL or product code, plus your room dimensions if you'd like sizing advice.
Order questions
Your order number from the confirmation email, plus a clear description of what you need.
Delivery / damage
Order number, photos of damage and the original packaging, taken within 48 hours of delivery.
Defects / wrong item
Order number plus photos showing the issue. Reportable for 30 days from delivery.
Order issues — the fast track
If your rug arrived damaged or wrong, please email us with photos within 48 hours of delivery for transit damage, or 30 days for defects, wrong item, or not-as-described issues. We arrange a free courier pickup and either replace or refund — your choice.
Full process on the Returns Policy page.
Why email only
Rugsville is online-only. We don't operate a UK phone line or office because we don't have a UK base — our workrooms are in the United States and India, and we keep prices low by passing the savings on rather than running a call centre. Email gives us a clean record of every issue and lets us respond when we can think clearly about your specific rug.