Frequently Asked Questions
If you have sold out of the rug I want, can you order more?
Sadly, we cannot because all of our rugs are unique. It is very difficult to find a rug with the same style and design, so we can’t make an exact match. However, our experts are happy to help you find a rug with a similar design and color, so feel free to contact us with any questions.
Do you only sell used rugs?
The very nature of our business means we scour the world for beautiful vintage rugs that tell their own tale, so we don’t stock new rugs. We clean rugs professionally and undertake minor reworking and repairs, if needed, but without losing any of the charm and character. Even the natural wear and imperfections add to the story of each vintage rug.
Do your rugs use natural materials?
Most of our rugs use natural materials, including high quality wool, cotton, silk, and other natural fibers. Wool is especially popular because it is hardwearing and easy to clean. It is warm in winter and cooler in summer, hypoallergenic, and easy to clean.
How long will my rug last?
Naturally, it is important to follow instructions for cleaning and maintaining your rug. Vacuuming, rotating the rug, and hiring professional cleaners ensure it will last for a long time. In addition, natural materials generally last much longer than synthetic materials.
I'm a trade customer. Do you offer trade and wholesale discounts?
We work with many great wholesalers and are always happy to discuss with trade clients. Feel free to get in touch if you want to set up a trade account.
Can you reserve a rug for me?
While we can put a short hold on a rug, for up to twenty four hours, demand for our unique rugs means we cannot reserve for any longer. After that time, we put the product back into general sale.
I have ordered a rug. How long do I have to wait?
We will pack and ship orders from our warehouse within 1-3 business days. Once we dispatch your order, we send an email with tracking details so that you can check its process. Shipping times vary, but we generally assume 3-5 working days for international deliveries.
How much does shipping cost?
Although we offer free shipping on all international orders, this does not include any applicable import taxes, which depend upon the specific country. We recommend contacting your local customs authorities for prices and the importation process before purchasing.
What about returns?
If you are not happy with your purchase, you can send the item back to the warehouse within 14 days for a refund, minus a restocking fee, given as store credit. To return an item, simply contact us by email or through our contact form within seven days of receiving the item.