General Rug Information
1. Are your rugs handmade? Yes, all of our rugs are handcrafted by skilled artisans, ensuring each piece is unique.
2. What materials are your rugs made from? Our rugs are made from a variety of premium materials including 100% New Zealand wool, recycled PET fibers, and natural fibers like jute and cotton.
3. Do you offer eco-friendly options? Yes, we offer rugs made from recycled materials, such as PET fibers, and support sustainable practices.
4. How do I choose the right rug for my home? We recommend considering factors like the room size, color scheme, traffic level, and texture preferences. Our customer service team can also assist you in making the best choice.
Rug Care and Maintenance
5. How should I clean my handmade rug?
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Regularly vacuum with a soft brush or suction-only vacuum to remove dirt.
- Avoid using a beater brush as it can damage the fibers.
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Blot spills immediately with a cloth or sponge—do not rub the stain.
6. Can I wash my rug at home? We do not recommend washing handmade rugs at home. Professional cleaning is advised for deep cleaning every 24 months to maintain their quality.
7. How do I care for the fringe of my rug? Gently vacuum the fringe to avoid tangling. If the fringe gets too messy, you can trim the stray threads carefully with scissors.
8. Does my rug need a rug pad? Yes, we recommend using a rug pad to prevent slipping, extend the life of the rug, and protect the floor underneath.
9. How often should I vacuum my rug? We suggest vacuuming at least once a week, especially in high-traffic areas. Regular vacuuming will also minimize shedding.
10. Is shedding normal for a new rug? Yes, shedding is common when a rug is new. It should reduce over time with regular cleaning.
Rug Placement
11. Where is the best place to put my rug? It depends on the rug's design and the room's function. Rugs can be placed in living rooms, bedrooms, hallways, and dining areas. Avoid areas with high humidity or near chemicals.
12. Can I place my rug in a room with a lot of sunlight? No, direct sunlight can cause the colors to fade over time. We recommend placing rugs in areas with indirect light or using UV-blocking window treatments.
13. How do I prevent my rug from sliding? Using a rug pad will keep your rug in place, preventing it from slipping.
14. Can I place a rug under heavy furniture? Yes, but ensure the furniture does not have sharp legs that might damage the rug fibers. Avoid dragging heavy furniture across the rug.
15. Can I use my rug in outdoor spaces? Some of our rugs, particularly those made from recycled PET fibers, are suitable for both indoor and outdoor use. Check the product details for more information.
Spills and Stains
16. How do I deal with liquid spills on my rug?
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Blot the spill immediately with a clean cloth or sponge.
- For liquid stains, use club soda or water to blot.
- Avoid using strong cleaning agents, as they might damage the dyes.
17. What if my pet has an accident on the rug?
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Flush the affected area with club soda and clean water.
- Ensure the rug is completely dry before placing it back in position.
18. How do I treat a stain on my rug?
- For stains, we recommend using a mild stain remover suitable for wool or natural fibers.
- For tough stains, professional cleaning is advised.
Rug Swatches
19. Can I get a swatch of the rug before buying? Yes, we offer rug swatches for purchase at 49 euros each. The amount will be refunded if you purchase the matching rug.
20. How do I order a rug swatch? Simply visit our website and select the rug swatch you’d like. You can purchase it online, and we’ll ship it to you.
21. How long does it take to receive a rug swatch? Swatches will be shipped within 15-25 business days.
22. Can I cancel my rug swatch order? Yes, you can cancel your rug swatch order within 48 hours of placing it. After that, the order will be processed, and no cancellations will be accepted.
Rug Returns and Exchanges
23. Do you accept returns? We do not accept returns unless the rug has a manufacturer defect. Our rugs are carefully inspected before shipping.
24. What is considered a manufacturer defect?
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Faulty stitching, unraveling, or defects in weaving are considered manufacturer defects.
- Issues like shedding or occasional pulls are normal and not defects.
25. How can I request a return for a defective rug?
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Contact our customer service within 1 week of receiving your rug.
- Provide a detailed description and photos of the defect.
26. How long does it take for a return request to be processed? Once a request is approved, you will receive a refund within 30 business days.
27. Will I be refunded for my rug if I don’t like the color or texture? We generally do not accept returns for color or texture issues unless it’s due to a manufacturing defect. Please carefully review your rug choice before purchasing.
Shipping and Delivery
28. Do you offer free shipping? Yes, we offer free worldwide shipping for all our products.
29. How long does it take to ship my rug? Rugs are handmade, and production can take anywhere from 20 to 45 days depending on the rug type.
30. Can I track my order? Yes, once your rug is shipped, we will provide a tracking number so you can monitor the delivery status.
31. What happens if I’m not home when the delivery arrives? The delivery service will attempt to rearrange a delivery or leave a notification for rescheduling.
32. Will I have to pay taxes or duties for international orders? Our shipping costs include taxes and duties, but any local taxes or duties imposed by your region are the customer’s responsibility.
Rug Warranty and Care
33. Does my rug come with a warranty? While we do not offer a formal warranty, we are committed to customer satisfaction and will address any issues related to manufacturer defects.
34. How can I ensure my rug lasts a long time?
- Follow care instructions diligently, especially vacuuming and protecting it from direct sunlight.
- Use a rug pad to minimize wear and tear.
- Have your rug professionally cleaned every 24 months.
35. How do I prevent my rug from getting damaged by pets or kids?
- Keep furniture with sharp legs away from the rug.
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Vacuum regularly to remove dirt and debris.
- Consider using a rug pad for additional protection.
Order Cancellation and Modifications
36. Can I cancel my order? You can cancel your order within 48 hours of placing it by contacting our customer service team.
37. How do I modify my order? If you wish to change your order, please reach out to our customer service team as soon as possible. Once the rug is in production, changes may not be possible.
38. Will I be refunded if I cancel my order? Yes, your payment will be refunded within 30 business days using the original payment method.
Contact Information
39. How can I contact customer service? You can reach our customer service team at [Customer Service Email] for any questions or assistance.
40. Can I speak to someone for advice on choosing the right rug? Absolutely! Our team is happy to provide personalized recommendations. Just reach out via email or phone.
