FAQ

Frequently asked questions

Orders & production

Are your rugs really handmade?
Yes. Every rug is hand-tufted in wool by artisans in India.

How long will my rug take?
Ready-made rugs ship within [X] business days. Made-to-order rugs take about [X–Y] weeks to make before they ship.

Can I cancel my order?
Orders can be cancelled within [24 hours] of purchase, before production begins. Custom orders can't be cancelled once production has started.

Shipping

Where do you ship?
We ship worldwide from India with tracked couriers such as DHL, FedEx or UPS.

Will I pay customs duties?
[International orders may be subject to import duties and taxes, which are paid by the customer.] See our Shipping Policy.

Returns

Can I return my rug?
Ready-made rugs bought at full price can be returned free within 14 days of delivery. Sale and custom rugs are final sale. See our Refund Policy.

What if my rug arrives damaged?
Email us within 24 hours of delivery with your order number and photos, and we'll send a replacement.

Our rugs

Why does my new rug shed?
Shedding is natural in new wool rugs and fades with regular vacuuming. See Rug Care.

Will my rug look exactly like the photos?
Handmade rugs vary slightly in colour, pattern and size, and screens show colour differently. That variation is part of their character.

Can I get a rug in a custom size or colour?
Yes. See Custom Rugs.

Which size should I choose?
Our Size Guide explains what works in each room.