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 FAQ

 

What payment methods are available?
There are a number of different payment methods:
1. Credit/debit card online - The easiest and most secure way to pay.

Do you accept orders from abroad?
As one of the leading rug sellers on the internet, we are able to accept orders from all four corners of the world.

How much does delivery cost?
For international deliveries we use TNT Courier, charged according to their Standard International Rate.
Charges for international deliveries will be calculated at the checkout.

How long does delivery take?
We always give a delivery date of 14-28 working days, to cover ourselves and our delivery company.
International orders are usually delivered within 28 days. Due to the nature of our products, if an item is out of stock you will be contacted within 48 hours of placing your order. On rare occasions, some items can take up to 6 weeks to re-stock. In this case you will be asked if you wish to cancel your order or select another item.

Can I return the rug if I don’t like it?
You have seven days from the day you receive the items in which to notify us of returns for whatever reason.
The cost of returning goods for reasons other than damage or errors will be paid for by the customer.
All returns must be repackaged in the original packaging and we will arrange collection.
Refunds will be processed within 30 days of notification of the order cancellation.
International deliveries, custom-made rugs and Cowhides are non-returnable. Please note this before placing your order.

Is the colour in pictures online accurate?
Exact colourings cannot be guaranteed, due to monitor setup and colour distortion in the photograph. Every effort is made to produce the closest colour possible on the website.

Can I change the colouring of a particular rug?
Most of the rugs on our website can be made to order, in any colour, size or shape.
Please contact us for further details.

Do you sell larger rugs?
We specialize in large rugs. We stock most of our ranges in sizes up to 200 x 300 cm.
However, almost any rug on this website can be made to any size up to 400 x 550 cm. Please contact us for details.

Is my item in stock?
Over 95% of the rugs on our website are always in stock.
We can never guarantee we will have every rug in every size available at all times. If the rug you have chosen is out of stock there may be a wait of up to 6 weeks.

What's the quality of the rugs?
We only sell top quality produced rugs, whether they are machine made or handmade.

Are your rugs easy to clean?
Most of our rugs are made from pure wool so they are relatively easy to clean.
Speed is of the essence with any spillage or accident involving liquids.
Immediately dab with plain paper kitchen towels, soaking up the liquid until dry.
For spillages involving food etc, scrape up the solids with a plastic spatula or knife and then soak up and damp residue with kitchen towel.
If any residue is left, use a solution of carpet shampoo and warm water with a teaspoonful of white vinegar. Use a cloth which has been soaked in this mixture and thoroughly wrung out. Carefully dab the cloth on the residue. Allow to dry and vacuum. Carefully brush the pile in its natural direction to avoid any matting.
Do not be tempted to use anything like salt/soap powder/white wine on red etc. Most of these so-called “quick fixes” are worse than useless and will only exacerbate the problem.
The rugs cannot be dry-cleaned.

Has child labour been used in making the rugs?
We try to avoid trading any items we believe may have been made by children who have been exploited, overworked or denied an education as a consequence of their efforts as weavers. Most of our rugs carry the RUGMARK and KALEEN logo. RUGMARK is a global non-profit organization aiming to combat child labour and offer educational opportunities for children in India, Nepal and Pakistan. The RUGMARK label is your best guarantee that no illegal child labour was used in the manufacture of your carpet or rug.
The KALEEN Hallmark of Commitment label for all handmade carpets, rugs, druggets, dhuries etc. indicates that the manufacturer abides by the Code of Conduct adopted by the Carpet Export Promotion Council of India for eradicating child labour.

 

 

 
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