Q & A Rugs
How do you arrange delivery?
Deliveries will be made by the Carrier to the address in your order. You must ensure that someone is present to sign for and accept delivery.
How are rugs packaged for shipping?
So your shipment arrives safely and on time our rugs are rolled with an inner cardboard tube for support and then wrapped in protective layers of heavy duty plastic.
What if the rug arrives damaged?
While our packaging methods are well proven, things sometimes do go wrong. For that reason your shipment is fully insured (at our expense) against transit damage or loss.
So if damage to the packaging is visible when your shipment arrives please ensure this is recorded by the Carrier and contact us immediately at firstname.lastname@example.org quoting your order number.
Please refer to RETURNS AND EXCHANGES page of the website for further details.
Can I be notified when you list new designs on the website?
If you subscribe to our ‘newsletter’ we will email you updates regarding new releases, news and special events.
Do you sell worldwide?
Yes, we accept international orders. Email us at email@example.com to confirm pricing.
How often should I vacuum my rug?
Regular weekly vacuuming will help to maintain the life of your rug.
What type of vacuum cleaner should I use?
Only use a vacuum equipped with a plain nozzle. Never use a power brush or rotating brush attachment on a rug with loop pile construction or containing silk, viscose or bamboo yarn.
Powered brushes in the vacuum head do a good job on machine made carpeting, but if used on a handmade rug they may shred the top layer of the pile.
How do I stop my rug from slipping?
Sometimes rugs, especially smaller sizes, can slip on timber or tiled floors. Usually this is because the underlying surface is polished, or the rug has no furniture on it preventing movement. A simple remedy is to install a removable sticky back anti-slip underlay.
How can I stop my new rug from curling up?
New rugs when first unrolled sometimes curl up at the ends. This is usually because of the tight rolling and packing process when rugs are shipped internationally. Over time the ends will flatten completely, however you can speed up the process by gently rolling them the opposite way.
What is Shedding?
It is a common occurrence for a new rug to shed small fibres during the first few months of use. These often appear as fluff on the surface or in your vacuum cleaner and are caused by loose fibre residue remaining from the manufacturing process.
What is Sprouting?
Sprouting can occur if the loops or tufts are pulled by sharp objects. This can be easily rectified by trimming the end level with the surface (or top) of the pile using a pair of sharp scissors.
NEVER PULL OUT long or loose ends as this will cause permanent damage.
How can I prevent Fading?
Avoid installing your rug in an area that receives direct sunlight for prolonged periods of time. You can limit the impact of sunlight by covering windows with curtains or blinds and by periodically rotating the rug to expose all areas evenly.
What is Shading or Watermarking?
Shading or watermarking is a result of pile reversal (or lean) where areas of the rug may appear to have changed colour. This is an inherent characteristic of cut pile construction, not a manufacturing fault, nor does it affect performance or durability.
If you need more information please see our ‘Caring For Your Rug’ page or contact us at firstname.lastname@example.org