Protect Your Floors Rugs & Easy Care Mats
Friendly Service From our Hug Team

F.A.Q

• HOW DO I LOOK AFTER MY HUG RUG?

By giving your Hug Rug love and care it will last and last, if it gets muddy simply shake off the loose bits and let the mud dry, then vacuum it away, often that is all that’s needed. If you need to wash the Hug Rug click  CARING FOR MY HUGRUG for full details. 

• HOW IS MY HUG RUG MADE

Well we’re glad you asked – it’s made using eco friendly materials, recycled cotton for the fibres, recycled bottle tops for the webbing and recycled car tyres for the rubber backing. For more details go to ABOUT US and here is a video of our manufacturing site in the heart of Yorkshire. 

• WHAT IS THE DEPTH OF THE HUG RUG?

The Hug Rugs are approximately 1CM in depth when brushed up and are flattened slightly when walked on.

• AM I ABLE TO CUT HUG RUG TO SIZE?

Yes. Please ensure to use a sharpe blade to get a clean edge when cutting. Our mats are tufted into very small loops so if one half is cut, the other half will come out but this is the most fraying which will occur.

• AN ITEM THAT I WANT TO ORDER IS OUT OF STOCK, WILL YOU BE GETTING ANY MORE?

More than likely we will, we do sometimes discontinue designs but only to replace them with even more fabulous ones. If there is a particular design you are looking for please CONTACT US and we will do our best to help.

• HOW DO I REDEEM A PROMOTIONAL CODE OFFER

All discount codes and vouchers are redeemed before going into the checkout process. Please enter your promotional or E-Voucher codes into the relevant boxes below your shopping bag summary, ensuring that you click 'Apply’ before proceeding. Please note only one promotional code can be used per order.

• I DON'T LIKE ORDERING ONLINE CAN I PLACE A TELEPHONE ORDER

Of course you can, just call our helpful customer service number 01484 864304, we will be happy to help.

• I HAVE RECEIVED A FAULTY RUG WHAT SHOULD I DO?

We pride ourselves on the high quality of our products, so any faulty items are unusual, and we’re extremely sorry if they haven’t lived up to your expectations. Please email us any images of the faulty item and we will liaise directly with our designers and manufacturers to flag any faults. Please include your order number in the email so we can get in touch with you regarding a replacement

• HOW DO I RETURN MY HUG RUG

If for some reason you need to return your Hug Rug please contact our helpful Hug Team on 01484 864304 to discuss the options. 

• CAN MY HUG RUG BE WASHED?

 They certainly can, washed at 30 degrees, then dry them out flat or by hanging them, unfortunately they can't be tumble dried. 

• CAN THEY GO ON CERTAIN BRANDS OF FLOORING? E.G. KARNDEAN FLOORING (LVT), LAMINATE FLOORING ETC

Karndean do not recommend rubber backed products, however with all mats if you were to use a Hug Rug lift them regularly to allow airflow beneath them but they must be used at owners discretion – we cannot accept responsibility for any damage to flooring.

• DO YOU SUPPLY SAMPLES?

Yes, we offer free samples for all the Hug Rug Plain Candy/Candy Stripe, Outdoor and Select range, along with My Rug. Our Hug Woven samples come from a cushion and can be used for colour reference and texture. We also offer some of the samples from the Rug Guru collection, available at £6. To find out more about samples, give our team a call on 01484 864304. 

• DO THEY SLIP/MOVE WHEN PLACED ON CARPETS?

There can be slight movement when placed on carpet. 

• DO YOU MAKE BESPOKE SIZES?

We manufacture bespoke sizes in Hug Rug Plains and Candy and Hug Rug Select ranges. Unfortunately we do not manufacture bespoke sizes in any other Hug Rug designs, My Rug, Howler and Scratch, Hug Rug Woven or Origins. For more information and pricing on bespoke sizes please email the Hug Team info@hugathome.co.uk or call us on 01484 684 304.