Frequently asked questions

Ordering & Payment

Is it safe to pay online on your website?
Yes. All payments go through secure, encrypted gateways, so your card and banking details stay protected throughout checkout.

Do you accept Cash on Delivery?
COD is available on select orders. You'll see the option at checkout if it applies to your order.

Can I switch my payment method after placing an order?
If your order hasn't gone into production yet, drop us a WhatsApp message or call and we'll sort it out for you.

My payment didn't go through. What now?
Try placing the order again. If money was deducted from your account but the order didn't confirm, message us on WhatsApp with a screenshot and we'll check it on our end.

Do you offer EMI?
Not at the moment. You can still pay comfortably through cards, UPI, or net banking.

Shipping & Delivery

How long before my rug is made?
It depends on the weave. Hand-Tufted rugs take about 10 to 12 working days, Dhurries take 15 to 20 days, and Hand-Knotted rugs, being far more intricate, take 30 to 35 working days.

And once it's made, how long to reach me?
Standard delivery is 5 to 7 working days from dispatch. Need it sooner? Express delivery gets it there in 2 to 4 days, charged on actuals.

Do you ship outside India?
We do. Just know that any customs duties or import taxes on the other end are the buyer's responsibility, and international shipping is paid upfront at the time of order.

How do I track my order?
You'll get your tracking ID over WhatsApp and email as soon as the rug leaves our facility.

What if my order's delayed?
Our team keeps an eye on this and reaches out proactively if there's a hold-up, but you're always welcome to check in with us directly too.

Returns & Refunds

Can I return a rug if I don't like it?
Returns are accepted only for genuine issues such as a manufacturing defect, wrong design delivered, or transit damage. Simply changing your mind isn't covered, since every rug is made specifically for your order.

I received a damaged rug. What do I do?
Report it within 48 hours with clear photos, and a quick unboxing video helps a lot. Email us or call, and we'll take it from there.

How long does a refund take?
Once the rug is back with us and passes inspection, we process the refund within 48 hours. A 5% admin fee applies on approved refunds.

Can I return a custom-made rug?
No. Custom and made-to-order rugs are final sale, since they're crafted to your exact size and design.

Who pays for return shipping?
That's on the buyer's end, including for defective or wrong items.

Rug Care & Product

How do I take care of a handmade wool rug?
Vacuum it regularly without the beater brush, and blot spills right away with a dry cloth instead of rubbing.

Is some shedding normal?
Completely. Wool rugs shed a bit when new and it settles down with regular use and vacuuming.

Can I get a rug made in a custom size?
Yes, most of our designs can be adapted to non-standard sizes. Keep in mind the motifs may shift slightly to suit the new proportions.

Will the colours look exactly like the website?
Pretty close, but screens vary. Actual shades can look a touch different depending on your monitor and lighting at home.

Do you help with choosing the right rug for my space?
Absolutely. Reach out on WhatsApp or call, and our team can guide you on size, colour, and design based on your room.