Orders
How do I measure my space properly before ordering a rug or flooring?
Accurate measurements help ensure you choose the right product and size for your space. To measure your space properly:
- Measure the length and width of the room using a tape measure, recording the dimensions in metres.
- Consider your furniture layout before selecting a rug or flooring product. For rugs, decide whether the rug will sit under all furniture, just the front legs or act as a standalone feature.
- Allow for clearances and walkways, particularly in dining rooms and high-traffic areas where chairs and furniture need room to move comfortably.
- Measure any alcoves, doorways or irregular areas that may affect installation or rug placement.
- Double-check all measurements before ordering to avoid sizing issues and ensure the best fit.
For flooring projects, we recommend allowing a small margin for cuts, joins and installation requirements. Still unsure? Our team can provide further guidance and recommendations. We also offer professional design consultations through our design services.
If you're choosing a rug, our team can also help you determine the ideal size based on your room layout and furniture arrangement.
Can I request samples before purchasing?
Yes. Depending on the product range, samples may be available to help you compare colours, textures and finishes before making a final decision. Contact our team to discuss available options.
How do I know if a product is in stock or on back order?
Product availability is displayed where possible on our website. If you can't find what you're looking for or want to repeat a previous order, you can get in touch with us and we'll help locate the product or recommend a suitable alternative.
Please note that availability can vary due to supplier stock levels and demand. If a product is on back order, we'll provide an estimated arrival timeframe and discuss alternative options if you're working to a specific project deadline.
Can I make changes or cancel my order after it’s been placed?
We understand that plans can change. If you need to modify or cancel an order, please contact us as soon as possible. Once an order has been processed, dispatched or custom-made, changes may not be possible.
Do you offer bulk or trade pricing for large orders?
Yes. We provide special pricing for large residential projects, commercial fit-outs or trade customers. Simply register a trade account on our website for more streamlined bulk ordering and access to exclusive trade pricing and benefits.
You can also contact our team to discuss your requirements and request a tailored quote.
Shipping
What are your delivery timeframes for rugs and flooring across Australia?
Delivery timeframes vary depending on product availability and your location. In-stock items are generally dispatched promptly, while special-order products may require additional lead times. Rest assured, our team will inform you of any expected lead times and keep you updated throughout the delivery process.
Do you ship to regional or rural addresses outside metro areas?
Yes. We deliver to most locations across Australia, including many regional and rural areas. Delivery times may vary depending on your location.
Are there delivery charges for large or heavy flooring orders?
Delivery costs vary based on the size, weight and destination of your order. Any applicable shipping charges will be discussed before finalising your purchase.
How can I track my order once it’s dispatched?
Once your order has been shipped, you'll receive tracking information where available so you can monitor its progress.
What happens if my package is lost or damaged in transit?
If your order arrives damaged or appears to be missing, please contact us as soon as possible. We'll work with the courier to investigate the issue and arrange an appropriate resolution.
For additional information, please refer to our Returns & Shipping Details page.
Returns
What is your return or exchange policy for online purchases?
We offer returns and exchanges on eligible products in accordance with our Refund Policy. Conditions and exclusions may apply depending on the product type.
How long do I have to request a return or exchange?
Return requests must generally be made within the timeframe outlined in our Refund Policy. We recommend contacting us promptly if there is an issue with your order.
Can I return an item purchased in-store at any Mayne Rugs & Flooring location?
In many cases, yes. However, return eligibility may depend on the product and original purchase location. Please contact our team before visiting a showroom.
Do you provide return shipping labels or cover return costs?
Unless a product is faulty, damaged or supplied incorrectly, return shipping costs are typically the responsibility of the customer.
What items are non-returnable or excluded from refunds?
Custom orders, clearance items, installed products and certain special-order items may not be eligible for return. Please review our Refund Policy and Terms of Service for full details.
Payment
What payment methods do you accept online and in-store?
Accepted payment methods include:
- Visa
- Mastercard
- American Express
- PayPal
- Apple Pay
- Google Pay
- Shop Pay
- UnionPay
Available payment methods may vary between online and in-store purchases. During checkout, you'll be presented with the payment options available for your order.If you're purchasing flooring for a larger residential renovation, commercial project or installation package, our team can also discuss payment arrangements, deposits and project-specific requirements before you place your order. Feel free to contact us for assistance.
Is it safe to save my payment information on your site?
We use secure payment systems and industry-standard security measures to help protect customer information. Rest assured, sensitive payment details are handled in accordance with our privacy and security practices.
Can I pay a deposit and pay the balance on delivery or installation?
Deposit requirements may apply for certain flooring, installation and custom-order projects. Our team will explain payment schedules before confirming your order.
Do you offer any financing options or lay-by payment plans?
Financing and payment plan availability may vary. Contact our team for the latest information on available options.
Are there additional fees for using certain payment types?
Most standard payment methods do not incur additional fees, however, some third-party payment providers may apply their own charges where applicable.
Account & Privacy
How do I create or access my account on your website?
You can create an account during checkout or through the account section of our website. Having an account allows you to manage your details and review previous orders.
What should I do if I forget my password?
Simply use the password reset feature on the login page and follow the instructions sent to your registered email address.
Can I update my contact details or communication preferences?
Yes. You can update your information through your account settings or contact our team for assistance.
What data do you collect and how is it used?
The information we collect may include your name, contact details, delivery address and order history. We use this data to process transactions, provide customer support, arrange deliveries and improve your experience with our products and services. Rest assured, personal information is handled in accordance with our privacy practices.
How do you protect my personal and payment information?
We use secure systems, encryption technologies and appropriate safeguards to help protect customer information from unauthorised access.
Customer Support
How can I get personalised advice on choosing the right rug or flooring?
Simply contact us online or visit one of our showrooms for personalised assistance. Our expert team can assist with selecting the right material, colour, size and construction based on your household needs and design goals. Whether you're looking for a family-friendly rug, pet-friendly flooring or a solution for a high-traffic area, our team can recommend products that suit your space and budget.
Do you offer free measures and quotes before ordering?
Yes. We offer free measures and quotes for flooring projects across Greater Sydney and New South Wales. Our experienced team will assess your space, discuss your requirements and provide tailored recommendations to help you choose the right flooring solution.
From the initial site measure through to installation and final clean-up, we aim to make the process as smooth and stress-free as possible. Contact our team to book your free measure and quote today.
Can I speak with an expert about installation services?
Absolutely. We can also advise on subfloor preparation, product suitability, installation timelines and aftercare requirements. Our experienced installers work across a wide range of flooring products, helping ensure a professional finish from start to finish.
Learn more through our Flooring Installation Service page.
Where are your physical showrooms located and what are the opening hours?
You can visit us at our Castle Hill and Liverpool showrooms to see the latest opening hours and contact details.
What should I do if I have a complaint or product issue?
We take customer feedback seriously. If you experience a product issue or have a concern about your order, please contact us and we'll work with you to find a suitable resolution as quickly as possible.
To help us resolve the issue quickly, please provide your order details along with photographs of any product concerns where applicable. Our team will investigate the matter and keep you informed throughout the resolution process.
