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FAQs
Payment Related Queries
What payment methods do you accept?
We accept various payment methods, including credit/debit cards (Visa, MasterCard, American Express), bank transfers, Razorpay and EMIs.
Is my payment information secure?
We use standard encryption and secure payment gateways to protect your payment information.
Can I use multiple payment methods for one order?
Currently, we do not support multiple payment methods for a single order. Please choose one payment method during checkout.
When will my card be charged?
Your card will be charged at the time of purchase. You will receive an email confirmation once the payment is processed.
Do you offer financing or installment payment options?
Yes, we offer financing options through Snapmint. You can choose to pay in installments at checkout.
What should I do if my payment is declined?
If your payment is declined, please check that your card details are correct, contact your bank for more information, or try using a different payment method.
How can I get a receipt for my purchase?
Once your order is confirmed, you will receive an email receipt. You can also log in to your account on our website to view and download your purchase receipt.
Are there any additional fees or charges?
There are no hidden fees. Any additional charges, such as taxes or shipping fees, will be displayed at checkout.
Shipping And Delivery
What are the shipping costs for rugs?
We offer free shipping globally. However, larger rugs that require special packaging may incur an additional cost. The exact shipping cost will be displayed during checkout.
How long will it take for my rug to be delivered?
Delivery times are typically 7-8 business days for domestic orders and 8-10 business days for international orders, once it’s dispatched from our end
Can I track my rug shipment?
Yes, once your rug has shipped, you will receive a tracking number via email. You can use this number to track your order online.
What should I do if my rug arrives damaged?
If your rug arrives damaged, contact our customer service team immediately. Provide photos of the damage, and we will assist you with a return, replacement, or refund.
What are the packaging methods used for shipping rugs?
Rugs are securely packaged, rolled, or folded, depending on their type and size. We use protective materials to prevent damage during transit.
Do you offer expedited shipping options?
Yes, we offer expedited shipping only in India at an additional cost. You can select this shipping during the checkout process for faster delivery.
Order Cancellation
How can I cancel my order?
To cancel your order, please get in touch with our customer service team as soon as possible with your order number. Orders can only be canceled before they are processed and shipped.
Is there a time limit for canceling my order?
Yes, orders must be canceled within 24 hours of placement. Once the order has been processed and shipped, it cannot be canceled.
Will I be charged a fee for canceling my order?
There are no fees for canceling an order within the allowed time frame. You may need to follow the return process if the order has already been shipped.
How will I know if my order cancellation was successful?
Once your order cancellation has been processed, you will receive a confirmation email. If you have not received this email, please get in touch with our customer service team.
How long does it take to process a refund for a canceled order?
Refunds for canceled orders are typically processed within 7-10 business days. The refunded amount will be credited back to the original payment method.
Can I cancel a part of my order?
Yes, you can contact customer service to request to cancel specific rugs within your order. Please provide details of the rugs you wish to cancel and your order number.
Return and Refunds Policy
What is your return policy?
We accept returns within 15 days of delivery for a full refund. Rugs must be in their original condition, unused, and with all original packaging and tags. Please ensure the return is initiated within this period. Note that we only offer returns within India.
How do I initiate a return?
To initiate a return, please get in touch with our customer service team with your order number and the reason for the return. We will provide you with a return authorization and detailed instructions. You can also visit our return portal at Please note that returns are only accepted within India.
Do you offer free returns?
Yes, we offer free returns within India. Once your return is authorized, we will provide you with a prepaid return shipping label.
How long does it take to process a return?
After we receive your returned rug, it typically takes 7-10 business days to inspect and process your return. Once your refund has been issued, you will receive an email confirmation. The refund will be credited to your original payment method in INR.
Will I receive a full refund?
Yes, you will receive a full refund for the returned rugs if they are in their original condition. Original shipping costs are refundable only if the return is due to an error on our part.
Can I exchange a rug?
Yes, you can exchange a rug for a different size or color. Please get in touch with our customer service to request an exchange. If the desired rug is unavailable, we will process it as a return and issue a refund in INR.
Do you offer refunds, and how are they processed?
Yes, we offer refunds as per our return policy. Refunds will be processed using the original payment method within a specified number of days after we receive and inspect the return.
Bespoke / Custom Rugs
How do I place an order for a custom rug?
Contact our customer service team to order a custom rug or visit our website’s custom rugs section. Provide your specifications, including size, design, colors, and materials. Our team will guide you through the process.
What is the lead time for a custom rug?
The lead time for custom rugs typically ranges from 6 to 12 weeks, depending on the complexity of the design, availability of materials, and weaving time. We will provide a more precise timeline when you place your order.
Can I provide my design for a custom rug?
Yes, you can provide your design. Submit your artwork or design specifications, and our team will work with you to create a rug that meets your requirements.
What materials and techniques are available for custom rugs?
We offer a variety of materials, including wool, silk, viscose, and bamboo silk. Techniques include hand-tufted and hand-knotted. Our experts can help you choose the best combination for your needs.
Can I request a sample before finalizing my custom rug order?
Yes, we can provide a small sample or swatch of your selected materials and colors at a nominal cost. This helps ensure that the final product meets your expectations.
What is your return policy for custom rugs?
Custom rugs are made to your specifications and, therefore, are non-refundable and non-returnable unless there is a manufacturing defect or error. Please review all details carefully before finalizing your order.
Rug Quality
How do I determine the quality of a rug?
Rug quality can be assessed by considering factors such as the materials used (e.g., wool, silk, bamboo silk), the knot density (higher knots per square inch usually indicate higher quality), the craftsmanship (hand-knotted or hand-tufted), and the overall design and finish.
What are the best materials for high-quality rugs?
High-quality rugs are often made from natural wool, silk, or cotton fibers. Wool is durable and resilient, while silk offers a luxurious sheen and softness. Cotton is frequently used in the foundation of rugs and can add to the durability and feel.
What is the difference between hand-knotted and machine-made rugs?
Hand-knotted rugs are crafted by skilled artisans who tie individual knots, resulting in a durable and unique piece. Machine-made rugs are produced using automated looms, which are faster and often less expensive but may need more intricate detail and durability than hand-knotted rugs.
How can I maintain the quality of my rug?
Regular vacuuming, rotating the rug to ensure even wear, and professional cleaning every 1-2 years can help maintain your rug’s quality. Avoid direct sunlight and moisture to prevent fading and damage.
Are high-quality rugs worth the investment?
Yes, high-quality rugs are worth the investment as they are more durable, retain their beauty over time, and can add significant aesthetic and functional value to your space. They often especially appreciate hand-knotted and antique rugs.
How do I identify an authentic handmade rug?
Authentic handmade rugs typically have irregularities in the weave, a soft backing that shows the design’s details, and variations in the fringe or edges. You can also check our certifications for authenticity. We’ve got certifications from Goodweave, Oeko Tex Standard 100, Intertek, and others.
Rug Care
How should I clean my rug regularly?
Vacuuming the rug at least once a week to remove dust and debris is an excellent way to maintain regular cleaning. For deeper cleaning, use a vacuum with adjustable height and beater bars. Avoid using the beater bar for delicate rugs, and consider using a handheld vacuum or an upholstery attachment.
How do I handle spills and stains on my rug?
For spills, act quickly by blotting the area with a clean, dry cloth to absorb as much liquid as possible. Avoid rubbing the spill, as it can spread the stain. Use a mild detergent mixed with water to clean, and blot with a clean cloth. Always test the cleaning solution on a small, inconspicuous area first.
Can I wash my rug at home?
We suggest that rugs should be professionally cleaned to avoid damage. Never immerse hand-knotted or silk rugs in water.
How often should I rotate my rug?
Rotate your rug every 3-6 months to ensure even wear and fading. This is especially important for rugs in high-traffic areas or those exposed to direct sunlight.
What should I do to protect my rug from sunlight?
To protect your rug from fading due to sunlight, use window treatments such as blinds or curtains to block direct sunlight. Additionally, you can apply UV-protective window films. Regularly rotating the rug can also help distribute any potential fading.
How do I store my rug properly?
When storing a rug, clean it thoroughly and make sure it is scorched. Roll the carpet, rather than folding it, to prevent creases. Wrap it in a breathable fabric, such as cotton, and store it in a cool, dry place. Avoid using plastic wrapping, which can trap moisture and cause mildew.
Additional Services
Do you offer rug repair services?
We offer professional rug repair services, including reweaving, patching, fringe repair, and color restoration. Contact our customer service team for an assessment and quote.
Do you offer a stain-resistant coating for rugs?
Yes, we provide a stain-resistant coating that you can select at checkout.
Can you provide rug cleaning services?
Yes, we provide specialized rug cleaning services tailored to your rug type. Our cleaning process includes dust removal, washing, and drying using methods that preserve the rug’s quality and integrity.
Do you offer rug appraisals?
Yes, we offer rug appraisal services. Our experts can assess the value of your rug based on its age, origin, condition, and market demand. This service is helpful for insurance purposes or for selling your rug.
Can I get a custom rug pad made?
To protect your rug from fading due to sunlight, use window treatments such as blinds or curtains to block direct sunlight. Additionally, you can apply UV-protective window films. Regularly rotating the rug can also help distribute any potential fading.
Do you provide installation services for large rugs?
Yes, we offer installation services for large rugs. Our professional team can assist with placing and securing your rug in its desired location, ensuring it is properly aligned and positioned.
