Frequently Asked Questions
Who are you?
Woven Ground is a family run business based in London and the Midlands with over 25 years of experience in the Flooring industry. We have both retail outlets and provide contract work for designers & architects.
Why should I buy from you?
We strive to provide an honest, fair and easy online shopping environment. Our site has been designed to put you first making it easy to find what you want.
We are very proud of the fact that we have the largest range of products available on the Web so whether you're looking for something modern, traditional or a little bit different we have it. It couldn't be easier simply browse through our ranges select a product and leave the rest to us.
The rug I like is not in the size I want, can it be changed?
Donít worry most of our rugs can be ordered in custom sizes up to 400x500cm. Simply click on the custom this product icon on the rug page. Fill in the questionnaire and we will advise you of your options. All we ask is you bear in mind that most custom rugs take 6 Ė 8 weeks to be made and are non refundable if you change your mind.
I donít like the colour, can it be made in a different colour?
Many of our products can be re-coloured to suit your needs. Simply click on the custom this product icon on the rug page. Fill in the questionnaire and we will advise you of your options. All we ask is you bear in mind that most custom rugs take 6 Ė 8 weeks to be made and are non refundable if you change your mind.
Are the colours accurate?
Whilst we go to great lengths to accurately reproduce the appearance of each rug we stock, we are unable to accept responsibility for any colour misrepresentations. Different display settings on computer monitors can have an effect on the appearance of colours in our products.
Is the item I want in stock?
The vast majority of rugs are in stock within the UK all the time. However with such a huge range we can never guarantee we have everything 365 days of the year in all sizes and from time to time things will become unavailable.
Where possible we have provided a lead time within our rug information pages. If you order an item that is out of stock we will always offer an immediate refund.
How long should I expect to wait for an out of stock item?On average out of stock items will take 6-8 weeks to be restocked and delivered from our overseas manufacturers. If you have selected an out of stock item we will update you when the item arrives prior to dispatching it to you.
How can I pay?
We accept payment in 2 forms:
1) On line Credit or Debit Card Payment
2) Cheque or Postal Order.
Is my payment secure?
Absolutely all online payments are processed using WorldPay who are a division of the Royal Bank of Scotland. At no time do we record or keep any credit card details. For further information on WorldPay services & security please go to www.worldpay.co.uk
How do I check my order status?
Once you have placed an order with us its simple, click on my account and log into you account. All orders are shown with their current STATUS.
Do you provide deliveries outside the UK?
With over 25 years of retailing experience we are able to offer a world class delivery service. EU destinations are shown on our Delivery map but most other countries are shown at checkout. If we do not offer delivery to your country please e-mail us with your requirements at firstname.lastname@example.org.
I donít like my rug. It doesn't go, what can I do?
Donít panic we offer a 7 day satisfaction guarantee. All you have to do is notify us by e-mail at email@example.com and we will do the rest. Please see our 7 day satisfaction guarantee for more details.
My rug is faulty what do I do?
In the first instance you will need to e-mail us at firstname.lastname@example.org within 48hrs of delivery and advise us of the problem. Then all you need to do is leave the rest to us. Please see our returns policy for more details.
If you have ever received junk mails you will know the importance of protecting your personal information and your e-mail address. At Woven ground we take your privacy seriously and will only contact you in relation to your order. We will not send you unsolicited e-mails and will not let anyone else have access to your personal details.
How do I know my rug has not been made by child Labourí?
Woven Ground strive to source and supply product with ethical backgrounds. Please look out for the rug mark on your rug. Rugmark is a global non profit organization working to end illegal child labour in the carpet industry. Rugmark offers educational opportunities to children in India, Nepal and Pakistan.