FAQ

Hand-tufted from high-quality cotton yarn. Each piece is handmade, so slight variations in edges or pile are normal and part of the craft.

Ready-Made: In-stock rugs ship within 2–5 business days, depending on destination. You’ll receive tracking once it’s on the way.

Pre-Order & Custom: Made to order and delivered in around 2–3 weeks.

Pre-Orders can be placed like any normal order — simply add the rug to your cart and check out. You’re buying the design before it’s made, so the timeline will take longer (about 2–3 weeks total).

Custom Orders follow the same timeline, but start with your own design request. Here’s how it works step by step:

1. Choose & confirm – Pick a design from the Ready-Made collection or send your Custom idea.

2. Payment & details – We confirm size, shape, and colours. For Custom rugs, you’ll receive a mock-up for approval.

3. Production – Hand-tufting, trimming, backing, drying, and final quality check.

4. Dispatch – Your rug ships and you receive tracking.

Total timeline: about 2–3 weeks from order to doorstep.

Vacuum Frequently – New rugs may shed or fluff at first; this will reduce over time. Use the wool rake included with your order to remove loose fluffs, then vacuum regularly.

• Use suction only (no rotating brush)

• DO NOT machine wash

Remove Stains Immediately – Blot gently with a clean, undyed cloth using a little water and natural soap. Avoid harsh chemicals or rubbing.

• Ready-Made: Returns accepted in unused condition within the legal return window (buyer pays return shipping unless faulty).

• Pre-Order/Custom: These are made to order and cannot be returned once production starts. If you need to change details, contact us as soon as possible — small edits might be possible before tufting begins.