Ordering Rugs Online What You Need to Know
How do I place an order on Rug N Roll’s website?
Simply browse our collections, select your rug size, and click “Add to Cart.” Follow the checkout steps to complete your purchase securely
Can I change or cancel my order after placing it?
Yes, as long as your order hasn’t been dispatched. Contact us ASAP at info@rugnroll.com.au or call us directly.
I didn’t receive a confirmation email. What should I do?
Please check your spam folder. If it’s not there, contact us — we may have had a technical issue, and we’ll confirm your order manually.
Can I buy a rug online and pick it up in-store?
Yes! Just contact us after placing your order to arrange in-store pickup from your nearest Rug N Roll location.
Do you offer Afterpay or Zip Pay for online rug purchases?
Yes, you can choose Afterpay or Zip Pay at checkout to split your payment into easy interest-free instalments.
How can I apply a discount code or promo code at checkout?
On the checkout page, enter your promo code in the “Discount Code” box and click “Apply.” The discount will be calculated before payment.
Can I get help choosing the right rug before I order online?
Yes! Contact our friendly team via live chat, WhatsApp, phone, or email — we’ll guide you to the best rug for your space, style, and budget.
Will I be notified when my rug is shipped?
Yes, you’ll receive an email with tracking details once your rug has been dispatched. You can track the delivery straight to your door.
Are the same rugs available both online and in-store?
Most of our rug collections are available both online and in our stores. Some clearance or exclusive in-store items may not appear on the website.
Is it safe to order rugs online from Rug N Roll?
Absolutely. Our website is secured with SSL encryption and we use trusted payment gateways like PayPal, Afterpay, and major credit cards.
Delivery & Shipping Information
How long does rug delivery take in Australia?
Most in-stock rugs are dispatched within 1–3 business days. After dispatch, delivery times vary depending on your location and the courier. Metro areas are generally faster, while regional and remote locations may take longer. Once your order is dispatched, we’ll provide tracking details so you can follow your delivery
Do you offer free delivery on rugs?
Yes. Rug N Roll offers free delivery Australia-wide on all rug orders, with no minimum spend. We deliver to eligible residential and business addresses across Australia. Some remote or difficult-to-access locations may require special delivery arrangements, and our team will contact you if this applies to your order
Can I track my rug delivery?
Yes. Once your rug has been dispatched and collected by the courier, you’ll receive tracking details by email so you can follow the progress of your delivery. Please allow some time for the courier’s tracking system to update after collection
Which courier companies do you use?
We work with trusted carriers including Allied Express, TNT/FedEx and other selected Australian delivery partners. The courier used for your order depends on your location, rug size and the most suitable delivery service available. Once your order is dispatched, we’ll provide tracking details where available.
Do you deliver rugs to apartments or upstairs?
Yes, we can deliver to apartment addresses. Please include your apartment number and any important access instructions when placing your order. Courier deliveries are generally to the building entrance or an accessible delivery point, and delivery upstairs or inside the apartment cannot be guaranteed. For oversized or heavy rugs, please ensure someone is available to assist if required
Do you offer same-day or express delivery?
Same-day or express delivery may be available for selected orders in Melbourne, depending on stock location, delivery address and driver availability. It is not guaranteed. If you need your rug urgently, please contact us before placing your order and our team will check the fastest available delivery option for you.
What should I do if my rug hasn’t arrived yet?
If your rug hasn’t arrived within the expected delivery timeframe, first check the tracking details sent to you by email. If there has been no tracking update for several business days, or you’re concerned about the delivery, please contact our team with your order number. We’ll follow up directly with the courier and help get the delivery resolved as quickly as possible
Can you deliver large or oversized rugs Australia-wide?
Yes. We deliver large and oversized rugs Australia-wide, including sizes such as 280 × 380 cm, 300 × 400 cm and selected 300 × 500 cm rugs. Oversized rugs may require a specialised courier depending on the size and delivery location. If any special delivery arrangements are required, our team will contact you
Returns, Exchanges & Refunds
What is Rug N Roll’s online return policy?
You can request a return within 14 days of receiving your online order. The rug must be unused, in original condition and suitable for resale. For change-of-mind returns, you can choose a refund, exchange or store credit, subject to our return conditions. Custom-size and made-to-order rugs are not eligible for change-of-mind returns
How much does it cost to return a rug for a refund?
For change-of-mind refunds, the return courier cost is the customer’s responsibility. Rug N Roll can arrange the collection for you, and we’ll confirm the return collection cost before anything is booked. Once the returned rug has been received and inspected, the applicable return courier cost will be deducted from your refund.
Do you offer free exchanges?
Yes. For eligible online orders, your first return collection is free when you choose an exchange or store credit. This applies to one return collection per order. If another exchange or return collection is required after that, additional courier costs may apply.
Can I choose store credit instead of an exchange?
Yes. If your online return is eligible, you can choose store credit instead of exchanging for another rug. Your first return collection is also covered when you choose store credit.
Can I return an online order to a Rug N Roll store?
Yes. Eligible online orders can be returned to one of our stores within the 14-day return period, subject to our return conditions. Please bring your order confirmation or proof of purchase so our team can assist you.
Can I return a rug purchased in-store?
For change-of-mind purchases made in-store, we offer an exchange or store credit, subject to our return conditions. Change-of-mind refunds are not available for in-store purchases. This does not affect your rights under Australian Consumer Law if an item is faulty, damaged or not as described
Can custom-size rugs or custom runners be returned?
Custom-size rugs, custom-cut runners and made-to-order products cannot be returned or exchanged for change of mind because they are prepared specifically for your order. This does not affect your rights under Australian Consumer Law if the product is faulty, damaged or not as described.
What if my rug arrives damaged, faulty or incorrect?
Please contact us as soon as possible with your order number and photos showing the issue. Our team will assess the problem and arrange an appropriate solution. Faulty, damaged or incorrectly supplied products are handled separately from change-of-mind returns, in accordance with Australian Consumer Law.
How do I start a return or exchange?
Email info@rugnroll.com.au with your order number and the reason for the return or exchange. Our team will confirm your available options and, where applicable, the return collection cost before anything is booked.
What to Expect When Shopping In-Store & Online at Rug N Roll
Why should I visit a Rug N Roll store in person?
Visiting a Rug N Roll showroom gives you the opportunity to see, touch and compare rugs in person. Our team can help you compare colours, textures, materials and sizes and find the right rug for your space. You can also explore selected in-store specials and clearance rugs.
What’s the benefit of shopping online with Rug N Roll?
Shopping online is fast, secure, and gives you access to our entire range, including oversized rugs, trending styles, and weekly deals — all with nationwide delivery and expert support just a click away.
Can I customise a rug or hallway runner online or in-store?
Yes! Whether you’re shopping online or visiting us in-store, we offer custom hallway runner lengths (professionally overlocked), and can help you find a solution tailored to your space, size, and needs. Contact us anytime for a custom quote.
Can I trust the colours and quality of rugs online?
Absolutely. We provide detailed images, real lifestyle photos, and material descriptions. Need extra reassurance? Reach out and we’ll send additional photos or close-ups of any rug you’re interested in.
Are prices the same online and in-store?
Yes, in most cases. However, some clearance, factory-direct, or local deals are only available in-store — and online-only promos may appear on our website.
Can I get expert help before buying online?
Definitely! Our rug experts are available via live chat, WhatsApp, email, or phone to guide you through sizes, styles, and recommendations — just like we would in-store.
Do you offer Click & Collect?
Yes. Click & Collect is available from selected Rug N Roll locations, depending on where your rug is in stock. Contact our team before or after placing your order and we’ll confirm the most convenient collection location for you
Can I feel confident shopping with Rug N Roll?
Yes — we’ve been Australia’s rug specialists for over 25 years. Whether online or in-store, we offer quality you can trust, expert support, and a smooth experience backed by thousands of happy customers.
Custom Rug Sizes & Hallway Runners
Do you offer custom-size hallway runners?
Yes! We offer made-to-measure hallway runners. Choose your length, and we’ll professionally overlock the ends for a clean finish. Perfect for hallways, entryways, and narrow spaces.
How do I order a custom hallway runner online?
Contact us directly with your desired length and runner style. We’ll prepare a custom quote and help you place the order easily via email or phone.
Can I request a custom size for a rug (not just runners)?
While most rugs come in standard sizes, select ranges may be available in custom dimensions. Reach out and we’ll let you know if your chosen rug can be custom-cut or sourced
Are custom rugs and runners available in-store too?
Yes — our stores can assist you in measuring and ordering custom rugs or runners on the spot.
