FAQ


Ordering

How can I place an order?

You can place an order online, over the phone (1300 76 16 77) or by email (team@cheaprugsonline.com.au). More information How to Order

How can I find out when an out of stock item will be back in stock?

Every out of stock item has a link "Sign up to get notified when this product is back in stock". This will prompt you to log in to your account or sign up for a brand new account. Once the item comes back into stock, you will get notified by email.

If you woud like to know more, please contact us by phone 1300 76 16 77 or email and we may be able to give you an approximate timeframe of when the item will be back in stock.

If you don't mind waiting, we can even place an order for that item and we'll ship it out to you as soon as it becomes available.

I ordered something by mistake, can I change it?

If the order has not been processed, we are able to change it. Simply call or email us and we'll be able to assist. Unfortunately, once the order has been processed and shipped, we are not able to make changes. We have a flexible returns policy, that will allow you to return the item. See Shipping and Returns

Can I cancel my order?

Please contact us immediately on 1300 76 16 77 or email team@cheaprugsonline.com.au advising us that you wish to cancel. If the order has already been processed and shipped, unfortunately, we cannot cancel it. In this instance, you can return your purchase and we'll give you a full refund minus the shipping costs both ways.

What happens if something I order is out of stock?

Cheap Rugs Online keeps a very close eye on our stock levels. We also regularly check our partner stock levels and update our site accordingly. In the unlikely event that the item that you ordered is out of stock, we'll contact you immediately. If we know that this item is coming back shortly, you can choose to wait for the item to come in or receive a full refund for your order.

Can I place an order if I am located overseas?

We currently do not ship overseas, however we can make special arrangements if you have found something you love and you have to have that item. Just email us on team@cheaprugsonline.com.au and we can find out courier costs and delivery options for you. 

 

Payments

How can I pay for my order?

We accept credit cards (Visa / Mastercard), PayPal, direct deposit, money order or personal cheques.

Direct Deposit Payments

Name: Beyond Bright Pty Ltd

BSB: 062 158

Account Number: 1039 8207

Personal/Bank Cheque Payments and Money Orders

Please make these payable to:

Beyond Bright Pty Ltd

5/89 Jedda Rd, Prestons NSW 2170

Please allow up to 7 days for cheques to clear. International cheques take 6-10 weeks to clear from the time of receipt.

Can I pay cash?

No, we do not accept cash for rug purchases.

 

Shipping

Do you ship internationally?

We currently do not ship overseas, however we can make special arrangements if you have found something you love and you have to have that item. Just email us on team@cheaprugsonline.com.au and we can find out courier costs and delivery options for you.

Do you ship Australia wide?

Yes, we can deliver to anywhere in Australia.

Please ensure that your address is correct at the time of order. Our systems are automated and they pick up the address that is listed in the order details. We cannot be held responsible for loss of articles due to incorrect address. Couriers charge us for redirection due to incorrect address, so these charges will be passed on to you.

How long does it take for my item to be shipped?

Most items leave the warehouse within 1-2 business days after purchase. We will notify you once the item has been dispatched and provide a tracking number so that you can track your goods right to your door.

In the unlikely event that we are out of stock on an item, we will contact you as soon as possible and advise you of the situation.

How do you ship items?

We ship all rugs using a network of couriers. We normally ship all items with a "signature required", which means that if there is no one home for the delivery, the item will be taken back to the courier's depot and a calling card will be left for you to contact the courier and arrange a redelivery. If you prefer for the goods to be left on your premises, please note this in the special delivery instructions on the check our page.

Can you deliver to a PO Box?

No, couriers do not deliver to PO Boxes.

I bought a few items, can they be shipped together?

Depending on the items that you have purchased, they may not be shipped together, and may arrive to you in separate packages. We will advise you if your order will arrive separately by providing you with several tracking numbers for delivery. Please check your order history within "My Account" for more details or contact us with questions.

How much will delivery cost?

All our rugs come with free shipping Australia wide!

Can I pick up my order?

No, pick up is not available for rugs.

How can I track my item?

We upload all tracking numbers into your order details and this is available in the "My Account" tab within our website. If you order is taking longer than usual to arrive

My order has not arrived, what do I do?

We dispatch items very quickly, to ensure that you get them fast! So, if there is any delay, this is highly unusual! Firstly, please log on to "My Account" and check the tracking number of your order.

If there are any issues with tracking or couriers, please contact us on team@cheaprugsonline.com.au and we can chase up the courier for you.

 

Damaged / Faulty Items

I received a faulty or damaged item, what do I do?

We are really sorry to hear that your item arrived damaged! If in the unlikely event that any item arrives to you damaged or faulty, please contact us either by phone 1300 76 16 77 or by email team@cheaprugsonline.com.au

Please send us a photo of the damage or fault.

We want to ensure that you are 100% happy with your purchase and we promise to do our best to resolve the issue either by replacement of the item or return for a refund.

 

Returns

Can I return an item?

We want to make sure that you are 100% happy with your order, so if something is not quite right, then you can return it within 30 days of purchase for a refund minus shipping costs (to you and back to us).

Returns must have original packaging and in brand new condition.

If you would like to return an item, please message us or call us and we can arrange return labels for you.

Please package up the items in their original packaging

Contact us, so that we can arrange a courier pick up of the item by our courier.

Refunds will be given once the goods are inspected and cleared to be in a resellable condition. If the goods return to us damaged or in a non resellable condition, we will charge a 30% restocking fee.

Can I exchange an item?

Yes, we accept exchanges. Simply contact us and advise us that you wish to exchange and we'll send you return labels for you to send the item you have received back. Once received, we will post out the item you wish to exchange for.

Please note, you will need to pay additional postage costs to send the item back and for us to ship out a new item to you. Any difference in pricing between the two items will also be payable.

 

Logging In To Our Site

I cannot log in, what do I do?

Make sure you use the email address you supplied when you first registered with us. Make sure you type in your password correctly. If you're still having trouble, try clearing your temporary internet files ("cookies" and "cache") and trying again.

If you're still not able to sign in, try using "Forgot Your Password?" to request a new password. Once you receive your new password, please re-type it carefully from the email into the sign in form. After you're logged in you can go to the "My Account" section and change your password to something more to your liking.

 

Safety and Security

How do I know that my transaction is safe?

Cheap Rugs Online understands that security is important and we take it very seriously. That is why we use Digicert (https://www.digicert.com/) Extended Validation SSL certificate. This certificate is the same certificate used by Facebook, Wikipedia, Yahoo, Nasa, Toyota and IBM and Digicert is trusted by more than 80,000 companies world wide to provide the best online security.

When you transact with us, any information that you provide is passed through the strongest 256 encryption and ensures that your information is secure. Please note however, that some older web browsers are not able to support 256-bit SSL encryption and we encourage you to ensure your own browser and security software is always up to date.