FAQ

ORDERING & AVAILABILITY

  • What rug types do you offer?
    We sell premium hand-knotted, hand-tufted & handloomed rugs in various sizes, materials (e.g., wool, silk, viscose), styles, and also support fully custom-made (bespoke) designs.

 

  • Can I order a custom-size or unique design?
    Absolutely! We create bespoke rugs—simply choose your size, shape, colors/materials, and send us your idea or work with our designers. Rugs can span from small accent pieces to large area rugs.

 

  • What materials are available for bespoke rugs?
    Options include natural silk, bamboo silk, viscose, New Zealand wool, or combinations. You choose pile height and knot density.

 

  • How long does custom rug production take?
    Hand-knotted rugs may take 12–26 weeks, depending on complexity and size. Hand-tufted rugs may take 3-10 weeks, also depending on complexity and size.

 

  • Can I use my own design or photo?
    Yes! Provide your design or reference image, and our design team will craft a proposal tailored to your vision.

 

DELIVERY

  • Which DHL shipping options are available?
    We offer two service tiers: Economy (standard) and Express (faster delivery).

 

  • How long does standard delivery take?
    Typically within 3–20 business days across Europe, depending on stock availability and route.

 

  • How about Express delivery?
    Express shipping usually arrives in 2–7 business days within Europe.

 

  • When will I receive my DHL tracking number?
    You’ll receive it via email/SMS once your order is dispatched—typically within 1-5 business days for in-stock items or after production for custom orders.

 

  • Can I change the delivery address or time?
    If your order hasn’t shipped, we can update the address. Once DHL has picked up the package, delivery changes must go through them.

 

  • What if I’m not home during delivery?
    DHL will leave a notice—either they’ll attempt a re-delivery, or you can reschedule via their portal. For security, leaving packages unattended is at your own risk.

 

  • How do you handle restricted-access locations?
    If your address has limited access (e.g., narrow roads, gated entry, staircases), let us know when ordering so we can plan accordingly and avoid delays.

 

RETURNS & REFUNDS

  • Can I return an in-stock rug?
    Yes—returns are accepted within 14 days of receipt, provided the rug is in its original condition and packaging. Return shipping costs apply, except in regions where we offer prepaid labels.

 

  • What about bespoke/custom rugs?
    Custom-made rugs are non-returnable and non-refundable, as they are tailored to your specifications.

 

  • How do I start a return?
    Contact us with your order number and filled out RETURN FORM. We can provide a DHL return label or detailed instructions. Fold or roll the rug as originally packaged before returning.

 

PRICING & TAXES

  • Are customs duties and/or taxes included?
    For EU customers, import duties/taxes are prepaid. For international orders all customs duties and import taxes are the responsibility of the customer.

 

  • Is shipping free?
    Depending on your region, orders with DHL Economy delivery may qualify for free shipping.

 

PACKAGING & HANDLING

  • How are rugs packaged?
    Rugs are carefully rolled or folded, wrapped in protective plastic.

 

  • How do I safely open the package?
    Use scissors and cut away from the rug—do not use blades directly on the package to avoid damaging the rug.

 

CARE & MAINTAINANCE

  • How should I care for my hand-knotted rug?
    • Vacuum regularly, without a rotating brush.
    • Rotate the rug every few months for even wear.
    • For some materials, avoid direct sunlight to preserve colors.
    • Blot spills immediately—don’t rub.
    • For serious cleaning or stains, have the rug professionally cleaned every few years to maintain its condition.

For additional questions, please don’t hesitate to contact us.