Frequently Asked Questions

In-stock rugs leave our warehouse within two working days and arrive in five to ten, depending on the destination. Made-to-order pieces are woven first — we confirm a date when the order is placed.

Yes. Duties and import taxes are calculated at checkout for most destinations; where they are not, they are payable to the carrier on delivery.

A tracking link is emailed the moment your order is handed to the carrier, and again if the delivery date changes.

All major cards and bank transfer. For larger commissions we also arrange staged payments — talk to us before ordering.

A hand-knotted rug is tied knot by knot into its own foundation and has no backing; a hand-tufted rug is punched into a cloth and glued. The first lasts generations, the second years.

Our village and workshop pieces use plant and mineral dyes — madder, indigo, walnut husk. Where a design needs a colour nature cannot hold, we say so on the product page.

Naturally dyed wool mellows rather than bleaches. Rotating the rug twice a year keeps that change even across the whole surface.

Most designs can be woven to your measurements. Allow three to six months, and expect the design to be redrawn rather than simply stretched.

Vacuum with the beater bar off, in the direction of the pile. Never take a beater bar or a steam cleaner to a hand-knotted rug.

Yes — a pad stops slipping, takes the abrasion that would otherwise reach the foundation, and noticeably extends the life of the rug.

Blot, never rub, working from the outside in with a white cloth and cold water. Anything oily or coloured should go to a specialist the same week.

Every three to five years in a family home, longer in a quiet room. A proper hand wash rinses the grit out of the foundation, which is what actually wears a rug out.

Stock pieces can come back within fourteen days, unused and in their original wrapping. Commissioned and custom-size rugs are made for you and cannot be returned.

Photograph the packaging before you unwrap any further and send the pictures to us within forty-eight hours. We collect and replace at our cost.

Ten years against defects in weaving and dyeing. Ordinary wear, sun-mellowing and pet damage are not covered — but we will always quote for a repair.

Refunds go back to the original payment method within five working days of the rug reaching our warehouse and passing inspection.