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FAQs

A guide to the most frequently asked questions by our clients. For further advice please call us on 01531 632 718 or 020 3924 0171

 

What are your showrooms opening hours?

Our Ledbury and London showrooms are open. View our showrooms page for opening times.

To make the best use of your appointment, please measure the width of your staircase prior to the visit and bring along any photographs that you may have so that we can get an idea of the layout and requirements.


How do I contact your Sales Team?

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


How do I find my nearest Roger Oates retailer?

Please see our Find a Stockist page 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 Stair Runners 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?

Use our useful measuring guide to calculate the meterage required for your stairs.


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 flatweave 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, and due to the nature of the looms we use Venetian Flatweave is often woven to order. However, also due to the nature of our production we often have a limited amount of material available from stock or on a reduced lead time. Our team can advise on stock and lead time before an order is placed.

The maximum lead-time, which includes spinning and dyeing the yarns together with the actual weaving, can extend to approximately 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 3924 0171 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.

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      Every Rug is Individual

      We offer custom colours, shapes and sizes, as well as bespoke design options in both Venetian flatweave and Hand Tufted rugs.