Roger Oates Design | Runners and Rugs

 

Frequently asked questions

See below to learn how to measure and for a quide to the most frequently asked questions by our customers.

For further advice please call +44 (0) 1531 632 718 or +44 (0) 20 7351 2288

See below for our COVID-19 FAQs

  • COVID-19

    The situation regarding the COVID-19 pandemic is constantly evolving and we want to assure you that we are responding to government advice to ensure the welfare of our staff and our clients. We are committed to remaining operational and will continue to work hard to bring you the highest level of customer service possible.

  • What precautions are Roger Oates Design taking to limit the spread of COVID-19?

    All members of our team who can work from home are now doing so. Team members unable to work from home are adhering to social distancing advice (and are operating on shifts where possible). We have also implemented an increased cleaning schedule and hygiene regime at all of our premises. The wellbeing of our valued team and customers is our top priority. We are constantly monitoring the situation to ensure we follow the latest government guidelines.

  • Are your showrooms open?

    No. Our Eastnor and London showrooms are temporarily closed to the public until further notice.

  • Can I contact a member of your sales team?

    Yes. Our sales team are on hand to answer enquires. They can be contacted via sales@rogeroates.com or london@rogeroates.com

  • I have recently placed an order, will it be affected?

    Our production and despatch departments are currently still operational and are despatching orders daily. Production lead-times and despatch date may be affected in the coming weeks as we are now operating at reduced capacity due to the need to respect social distancing. Should your order be affected, we will ensure that we get in contact with you at the earliest possibility to provide you with an update.

  • Can I request samples?

    Yes. Samples can still be requested via telephone, email or through our website. Due to reduced staffing levels, the processing and despatch of samples may take a little longer than usual.

  • Can I place a new order?

    We are still accepting new orders however it may take us longer than usual to get back to you with a despatch date and the lead-time may be slightly extended.

  • Can I still purchase items from your online Lifestyle Store?

    Yes. Our full range of Lifestyle products can still be purchased through the online shop. Estimated delivery times may be slightly extended to reflect our reduced staffing levels however a member of the sales team will be in touch to discuss despatch dates once the order has been placed.

  • Can I still purchase Clearance items?

    Yes. Clearance items including hand-finished rugs and runners can be viewed online here and purchased by calling 01531 632718.

     

    Best wishes and thank you for your support and patience.

  • _________________

     

  • How do I find my nearest Roger Oates retailer?

    Please see the Where To Buy section on our website which lists local stockists or call 01531 632718 for more information.

  • Which width of stair runner should I choose?

    We recommend that you have a minimum margin of 5cm either side of your runner and the edge of your staircase. Roger Oates flatweave is woven in three standard widths, 60cm/24", 70cm/27" and 85cm/33". Please note all these measurements are approximate. Most designs are woven in one width, but a selection are woven in multiple widths. If you know the approximate width of runner you require use the filters on the Runners for Stairs and Halls page to refine your selection by width.

  • I have winding steps. Can I still have a stair runner?

    A flatweave quality is recommended if you have winding steps as it is supple and flexible. In the majority of cases where you have a minimum of three winding steps over a 90 degree turn the stripes can be matched in the crutch of the step if a flatweave is used. A good fitter is essential.

  • How much will I need?
    1. For straight steps, measure one riser and one tread to give the length need for each step. Include the “nose” in the measurement (see drawing A). Check that all treads and risers on your stairs have the same measurements.
    2. Count steps and check for differing depths.
    3. Multiple the number of steps x length needed for each step. If the steps all have different measurements, you will need to measure each one individually and add the measurements together.
    4. To calculate the quantity needed for winding steps, measure the distance along the outside perimeter (see drawing B).
    5. Measure the final riser of the flight and also add an extra 50cm per flight to allow for tolerance.


     

  • Do I need to buy stair rods with my stair runner?

    Your stair runner is held in place by gripper. Stair rods are purely decorative however do add a smart finishing touch. Please see our stair rod section to view the different styles available.

  • What happens on landing areas?

    There are various options available. Please see the gallery pages for ideas and inspiration or read our blog for more information.

  • What kind of underlay and gripper should be used with my runner?

    A good quality rubber crumb and felt underlay is always recommended for flatweave installations. Microplast gripper should be used with a flatweave runner. If you have a loose runner/rug on a hard floor or carpet we recommend that Antiskid underlay is used to prevent slippage.

  • Can I use my own fitter?

    Flatweave is a specialised material therefore it is essential that you employ somebody experienced in fitting the product. Good fitters will leave you with a high quality installation which will ensure that the carpet performs better over its lifespan. Ask your local stockist if they have a portfolio of work that you can have a look at or if they have any customer references.

  • What is the lead-time?

    Our runners are not mass produced due to the nature of the looms used and are more often than not woven to order. Please check stock situations before placing an order. Maximum lead-times, which include the spinning of the yarns and the dying process together with the actual weaving, can extend to approximately 10-12 weeks at busy times of the year.

  • How do I care for my runner?

    Clean regularly with a suction vacuum cleaner to remove surface dirt.

    If any spillages occur, act quickly. Blot the liquid with a soft, colourless absorbent cloth then dab with a clean cloth dampened with upholstery shampoo solution. Rinse and blot dry. Protective treatments such as Scotchgard can be applied after installation. The WoolSafe Organisation list a number of cleaning products and methods suitable for wool products on their website

  • What is the life expectancy of my stair runner?

    It is impossible to guarantee how long your stair runner will last as they wear very differently dependent on the individual household and layout of the staircase. Life expectancy is also affected by the quality of the fitting and type of underlay used. A rubber crumb and felt underlay similar in height to the gripper rod should always be used. To prolong the life, a shoe-free policy is recommended and ensure the installation is completed to a high standard. Please note that our runners are only recommended for domestic settings.

  • Can I request a sample?

    Yes. You can order samples online or please call one of our showrooms on 020 7351 2288 or 01531 632718. Cuttings are free of charge or larger samples are available for a refundable deposit.

  • Do you have a Brochure?

    Yes, our brochure can be viewed online or sent to you in the post (UK only). View or order here.

  • Can I have a special colour?

    We offer a bespoke design and colour service for minimum quantities. Please speak to a member of our sales team who can advise further.

  • Do you have a returns policy?

    Please consult our full Terms and Conditions of Business on the website for further information.

    We cannot accept returns on cut lengths, custom runners or stair rods. We also do not accept returns on pre-fabricated areas such as seamed wall to wall landings.