FREQUENTLY ASKED QUESTIONS (FAQs)
Who are we?
Prime Rugs, formerly Prime Persian, is a premium rug brand based in South Africa and one of the country’s largest online rug retailers. We are also distributors and importers of high-quality rugs. We specialize in exclusive, machine-made designs created in-house by our Prime Rugs Design Team and crafted in Turkey.
What makes your rugs special?
Every Prime Rug is an exclusive design created by our in-house design team and crafted in Turkey. We combine exceptional quality with the latest design trends to ensure each rug is both stylish and timeless. Our rugs are available in a range of sizes — from runners to large statement pieces — to suit any space.
How do I create an online account?
Click “My Account” and select “Register.” Provide the required details to simplify and speed up your purchase. A registered account allows you to track orders, view purchase history, and save favorite rugs.
What if I have a comment or question?
We value your feedback. Email us at info@primerugs.co.za or contact us on 011-8098227. Include relevant details so we can assist you efficiently.
The item that I am looking for is not showing on the website?
Contact our team with the rug name, style, or SKU code (found under the sizes listed at the bottom of the rug’s page). We’ll confirm availability or suggest alternatives.
The product that I am looking for is ‘Sold Out’ or ‘Out of Stock’ on the website, how do I go about ordering it?
Once a rug collection is sold out, it may not be restocked. Contact our team for assistance in finding similar designs or selecting from the rugs currently available and in stock.
Will the sizing vary from what is listed on the website?
We strive to provide precise dimensions for all of our rugs. A subtle variation may occur which is a natural characteristic of textile production and is not regarded as defects.
Are the photos on the website accurate?
We use professional photography to showcase our rugs in the highest image quality. Slight colour variations may occur due to lighting and different screen displays & settings.
How do you protect my personal data?
All accounts and payments are secured with encryption. Your data is never shared without consent.
What types of rugs do you offer?
We offer a wide selection of high-quality machine-made rugs in modern, contemporary, and timeless designs. All of our rugs are exclusively designed by our in-house team and crafted in Turkey.
Are the rugs exclusive to Prime Rugs?
Yes – every rug is a unique design created by our in-house design team, and not found anywhere else.
The rug I received looks darker/lighter than the photos online - why is that?
Slight colour variations may occur between online photos and the rug in person due to lighting, screen settings, or fiber direction. Use website images as an initial guide, and when possible, visit a showroom to see and experience the rug firsthand for a more accurate view.
How do I choose the right rug for my space?
Consider your room size, furniture layout, and desired effect. Our showroom team can provide styling guidance, and our Rug Size Guide is available on our website, which offers a visual reference for how different rug sizes work in specific spaces.
How do I place an order?
Orders can be placed online or in-store. Online payments are completed at checkout; in-store payments are also accepted by card, or via EFT with a valid proof of payment provided.
Can I order online without creating an account?
Yes, customers can place an order online without creating an account. The only difference is that a registered account allows you to track orders, view purchase history, and save favourite rugs for a faster, more convenient shopping experience.
Can I change or cancel my order?
To change or cancel your order, contact our support team immediately. For changes, provide details of the rug you would like instead, and our team will assist. To cancel, provide all relevant order information so we can process the cancellation and update you. Changes or cancellations are only possible if the order has not yet been processed or dispatched.
Can you bring a rug to my home so that I can see how it looks before purchasing?
No, in-home trials are not available. Showroom visits allow you to see and experience our rugs in person and receive professional guidance.
What delivery and collection options are there?
We offer free nationwide delivery across South Africa. Deliveries are made either through our trusted courier partners or personally by our driver, depending on distance and location. Orders can also be collected from our showrooms.
I would like to collect my order, when and where can I do this?
Orders with the request to collect, can be arranged from our showrooms. We’ll notify you when your order is ready.
How long does delivery take?
Normal delivery to major cities take 2–7 working days, depending on your location. Delivery to remote and outlaying areas take 7-10 working days. Deliveries are made via our trusted courier partners or by our delivery team, depending on distance and radius. Please note that delays may occasionally occur with third-party couriers, but our team works diligently to ensure orders are delivered as quickly as possible. Deliveries to remote areas may take longer than usual.
How do I track my rug?
You’ll receive a tracking link via email or SMS once your order is dispatched, as well as updates on your order status and delivery schedule. You can also track on our website or contact online team during working hours.
My order has arrived damaged - what do I do?
Contact us immediately for guidance on returns, refunds, or exchanges. Our team will assist you to resolve the issue as quickly as possible, or you can visit our Returns, Refunds and Exchanges policy on the website for more information.
Do you ship internationally?
Customers wishing to ship internationally must arrange this themselves at their own cost. Our team can also provide international shipping costs.
How do I track my rug?
You’ll receive a tracking link via email or SMS once your order is dispatched, as well as updates on your order status and delivery schedule. You can also track on our website or contact online team during working hours.
RETURNS, REFUNDS AND EXCHANGES
Can I return a rug?
Yes – we offer 30-day hassle-free returns if the rug is returned in its original condition and has been approved after being assessed. You can visit our Returns, Refunds and Exchanges policy on the website for more information.
How do I request a refund or exchange?
Contact our customer support team with your order details and the reason for your request. We will provide return instructions and process your refund or exchange promptly.
How long does it take for a refund to reflect into my account?
Once the returned rug is received and approved at our warehouse, your refund will be processed. Refunds take 7-10 working days.
Can I use my return or refund amount towards another rug or keep it as store credit?
Yes – you may request to apply it to a new purchase or retain it as store credit.
Do I have to pay for shipping costs when I return a rug?
No – we provide free shipping for returns. Our own courier company will collect the rug directly from you.
How do I clean my rug?
For guidance on cleaning and maintaining your rug, you can refer to our Rug Care and Cleaning Guide available on our website, or contact us to receive a digital PDF of the guide. Regular vacuuming is recommended, and spills should be spot-cleaned immediately with a damp cloth. The label on the back of each rug also provides cleaning instructions directly from the manufacturer.
Can I wash my rug myself?
Unless the rug is one of our machine-washable rugs, we do not recommend machine-washing. Avoid harsh chemicals, bleach, or ammonia-based cleaners, as these can damage fibers and colours. For deep cleaning, professional cleaning is advised.
How do I prevent wear and tear?
Rotate your rug regularly and avoid direct sunlight to maintain even wear and colour.
How do I get rid of folds and creases in my rug?
Lay the rug flat and roll gently in the opposite direction of the crease (referred to as a “back-roll”). You can also place something heavy (but safe), such as a stack of books, on the affected area to help it flatten naturally. After a few days, the rug should lay flatter, and creases will gradually disappear with regular use.
How are your rugs priced?
Pricing reflects the rug’s size, design exclusivity, production quality, and material composition. Some collections are made from higher-quality materials, which is reflected in a higher price compared to other collections.
Are the prices negotiable?
No – our prices are not negotiable.
Do you offer discounts or promotions?
Yes – you can receive updates on sales and promotions by subscribing to our newsletter when registering for an account on our website.
Can I get a discount if I am purchasing multiple rugs?
Please kindly contact our team on trade@primerugs.co.za for bulk purchase enquiries.
What payment methods do you accept?
We accept payments via multiple channels, including Payfast, Apply Pay, EFT, Yoco, Snapscan, Zapper, MobiCred, Fasta Credit, Ozow, Direct EFT (with proof of payment) and DPO PayGate, as well as online card payments and in-store card payments.
Can I make payment via EFT? Are EFT payments allowed?
Yes – EFT payments are accepted once valid proof of payment is provided or the payment has reflected in our system.
How secure are the transactions I make?
All payments are encrypted and secure.
I am struggling to complete the payment online, what should I do? Who do I contact?
Kindly contact our customer support team via email on orders@primerugs.co.za or call us on [phone number] for further assistance.
Is my payment information secure?
Yes – your payment details are protected by secure encryption protocols.
Where can I find your Terms and Conditions?
Our full Terms and Conditions can be found on our website.
What is your 30-Day Guarantee?
All rugs purchased from Prime Rugs come with a 30-day satisfaction guarantee. If you are not completely satisfied with your purchase, you may return the rug within 30 days of purchase or delivery for a refund or exchange, provided it meets our return guidelines.
Where can I find the Policy for Returns, Refunds and Exchanges?
All information regarding Returns, Refunds, and Exchanges is available on our website
What is your Trade Account Policy?
Our Trade Account Policy outlines eligibility, terms, and benefits for trade customers. Full details are available on our website
How quickly will I get a response from customer support?
Our team monitors emails and calls regularly during business hours and will respond as quickly as possible. Please note that any enquiries, comments, or questions sent outside of business hours may experience a delayed response, but will be addressed first thing once our team is back in the office.
How do I reach customer support?
Contact us on orders@primerugs.co.za or call 011-8098227. Include all relevant details to help us assist you efficiently.
