Frequently Asked Questions

1. What can I purchase?

You can purchase from our full selection of rugs and cushions online. At this stage we are not setup to sell our flooring & carpet online however if you have any questions, would like a quote or would like to purchase something manually over the phone please Contact Us so that we can best assist you.

2. My Order was confirmed but I have since been notified that the item is out of stock. Why is this?

We try wherever possible to keep our stock records 100% accurate however there are rare occasions that an item may be found to be damaged or missing and this is only discovered when your order is scheduled for picking. In this instance we will contact you to arrange an alternative product, order the item in for you or place it on backorder or offer you a full refund depending on your preference.

3. What form of payments are accepted online?

You can pay using the following.

  • Visa
  • Mastercard
  • AMEX
  • PayPal

4. What are the standard delivery charges?

We will always endeavor to ship your order as quickly as possible, to track your orders progress you can login to your account for more information.

5. When will my order be delivered?

Delivery Times:
4-7 Business days for Australian wide including most country areas
7-10 Business days for WA country, far North QLD and most of NT outside the Alice Springs and Darwin.

6. Can I return my order?

If you receive your Order and are not completely happy or have changed your mind, DecoRug will happily provide an exchange or refund within 7 days of purchase.

Please note the following conditions:

  • The Rug/Cushion should be in showroom condition.
  • The Rug/Cushion should have its original packaging and label.
  • The intended return should be reported to Headoffice for approval within 14 days of purchase.
  • The receipt of purchase should be returned with the rug/cushion for the exchange or refund to be approved.
  • The cost of the return will be taken off the original value of the exchange or refund payable to the customer.

To organise a return for either an exchange or refund please contact us to make arrangements.

7. Who do I contact for customer service?

Customer Service queries in relation to the status of your online order may be directed to our Head Office on 1300 707 938 or via email at Please note the opening hours for our Online Customer Service are Monday - Friday 9am - 5pm

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