Frequently Asked Questions

Yes, you can customise the colour, shape and size of most of our rugs with our online rug design tool and send through your design. You can also order the colour poms with us to get a real time look and feel at the colours.
Yes, fill out a sample request and we’ll be happy to ship your sample to you for a small cost.
We have made sure they are as accurate as possible but the colours depend, in part, to the resolution of your screen/monitor and so this is not guaranteed. However we are happy to send across pom samples to you so that you can physically see the colours.
Unfortunately this is out of our control but we try and ensure that we keep you updated with the progress at every step of the way.
From the date your order is placed with us, it takes around 4 weeks for your order to be produced and shipped to you for all standard sized orders.
Yes, sure we make customized rugs. Also, you can inquire for custom sizes in our existing products from the 'custom size' option mentioned in product detail page.
It is easy! A rug pad will make all the difference. You may try our rug pads here.

Material FAQ

Art Silk is sometimes also referred to as Viscose. It is generally processed from any cellulose fibre such from Bamboo (Bamboo Silk) to Banana (Banana Silk) to most wood pulp.
This is pure silk fibres sourced from China. This is a more expensive fibre and is used where we need pure colours and a warm sheen to the rug.
Hand-knotted rugs should be vacuumed regularly without the beater brush. If your rug is small enough, shake out the ground-in dirt first. Don’t forget to turn the rug over and vacuum the back to catch any other loose dirt.
Vacuuming is the easiest way to clean hand-tufted rugs to remove loose dirt and dust. For cut pile, an upright, beater-type vacuum is recommended but don’t set the beater bar too low. For loop pile, a suction-type vacuum is recommended.
Yes. Both synthetic and wool hand-tufted rugs experience some shedding or pilling. Shedding or pilling are excess fibres that don’t affect the quality of the rug and is not a manufacturer's defect.
There are a number of ways to get rid of stains depending on what kind of stain it is. For best results it’s best to deal with the stain immediately and remove as much of it as you can. Our Rug Care guide has more information on how to deal with stains and spills.

SHIPPING FAQ

Your rug will be delivered by courier. When your rug is delivered please make sure that you check the packaging carefully for any damages. If there are any signs of damage to the packaging please sign as DAMAGED. If you do not do so then your claim may be rejected.
Unfortunately, once your rug has been shipped, you will not be able to change the shipping address. Therefore, before you share shipping details with us please ensure that it is correct.
The rugs are folded or rolled and placed in a thick protective plastic covers and then this packaging is reinforced with a second strong plastic hessian to give it strength and safety. Larger and heavier bales of carpets are sometimes put in wooden pallets as the requirement may be.
Yes, please contact us to request tracking details for your Order.
Please contact us immediately upon delivery with a photo of the damage and we’ll arrange to have it either fixed or replaced.
Yes. We ship worldwide.
We aim to deliver your bespoke rug in the shortest time frame possible.

- For Hand-tufted quality size up to 10ft x 12ft between 4.5 to 6 weeks
- For Hand-knotted quality size up to 10ft x 12ft between 6 to 9 weeks
Any change or cancellation is only possible if the information is received before the order gets dispatched.

Payment FAQ

You can pay using your debit card, credit card, cash wallets or internet banking through our secure payment gateway.
You can also pay us via PayPal.
You can also pay through Bank Transfer.
There are extra duties and local taxes applicable, depending on the custom laws of respective countries. You have to pay it to our shipping partner at the time of delivery
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