Frequently Asked Questions

1. How can we pay for our rugs?
We accept all major credit and debit cards via Nochex for your convenience.

2. What is my rug made of?
Our hand-knotted carpets are typically crafted from natural materials such as wool, silk, and cotton, which are woven on a hand loom.

3. How is my rug made?
Persian and Oriental rugs are handmade using vertical or horizontal looms, ensuring each piece is unique.

4. If I like a rug but the size is not available, can this be made?
Absolutely! We offer a bespoke rug service, allowing any rug listed on our website to be made to your special order in terms of size, quality, color, and design.

5. My rug has different shades of color in it; is this a fault?
Variations in color are not uncommon in handmade rugs and are not considered faults. These differences typically occur when the weaver runs out of one yarn and uses another that was dyed at a different time. This is referred to as “abrash” and adds beauty, character, and charm to the rug that machine-made carpets lack.

6. My rug is not straight. Is this normal?
This is normal and is not considered a fault. Handmade rugs do not achieve 100% perfection in construction or overall finish. Many traditional rugs are made from memory and on portable looms, making absolute uniformity challenging. Every handmade carpet may have slight imperfections, which reflect the genuine art of rug making.

7. How do I track my order?
Once your order has been placed and your rug is packaged and dispatched, you will receive a confirmation email containing your tracking details.

8. How long does shipping take?
We aim to deliver within 1 to 2 business days within the UK and 3 to 5 business days for mainland Europe. Enjoy free shipping to mainland UK. Please note, international shipping is not free.

9. How do I make a return?
To initiate a return, please contact us via email. You have 14 days from the purchase date to qualify for a refund. The rug must be packaged in waterproof material (such as thick plastic) upon return. When we receive the rug, it will be inspected for damage. The rug must be in the same condition—unused and undamaged—to qualify for a refund. Please note: you, the customer, are responsible for all return shipping costs.

10. Do I need to be at home to receive my rug?
Yes, someone must be at home to collect and sign for your package. For additional information about delivery times and help, you can also contact the courier directly.

11. International Customers
International customers are responsible for all import duties and taxes imposed by their respective countries.

If you have any additional questions or need more information, please feel free to contact us!