1. Can I return an item if I'm not happy?
• Yes you can, we offer a money back guarantee as we want you to be completely happy with the item. Please view our Return and Exchange Policy here.
2. How is my purchase posted?
• Please view our dedicated shipping & returns page.
3. Do you sell wholesale?
• Yes we do! Please send us a convo to get started.
4. How do I clean my rug? And how often should I clean it?
• It is a good idea to get your rugs professionally cleaned at least every 5 years, depending on your use. Your rugs should be cleaned by someone experienced in cleaning handmade rugs and not just a carpet dry cleaner. This is because most of our rugs use hand spun wool and natural dyes, and the use of chemicals in dry cleaning process will strip the wool of its natural lanolin and hence damage the rug’s appearance and life span. You can shake or beat your rug as often as you like, the more often the better. And vacuuming will not hurt it either however, be careful not to vacuum the tassels as this pulls at the whole structure of the rug. For spills, dab (do not rub) the area to absorb as much liquid as you can.
5. Do I need to put a pad under my rug?
• Carpet pads are not needed to protect the back of the rugs or to protect the flooring from the rug. Carpet padding does add a softer feeling when stepping on the rug and may prevent a lighter rug from moving. It is the customer’s choice.
6. Do you wash the rugs or sell as is?
• All rugs in our store are pre-washed and checked twice before shipment.
7. Can I change the shipping address?
• Shipping addresses can be changed after purchase providing your order has NOT been dispatched. Please, contact us with the correct address as soon as possible to avoid any issues.
• Orders will be sent to the address you provide so please, take time to check it is correct!
8. Lost or Unclaimed Packages?
• If your package is not received within 30 days of postage and tracking number does not work it can be considered lost.
• Any lost item claim form will be completed by us as the sender.
• We insure all packages and will take responsibility for any claims.
• A full refund or replacement can be made while any lost item claim is being processed, the choice will be offered to you as the customer.
• Re-delivery cost depends on weight and size of the product.
• If an item is returned unclaimed we will contact you in order to arrange re-delivery or discuss refund options. Please note in regards to unclaimed item(s) Buyer is responsible for all delivery plus return cost. (Both ways)!