FAQ's

Frequently asked questions by you...

  

Question 1.

How do I know what size rug I need? 

Answer.

Don't worry, we have all the information you need regarding choosing the perfect size rug for your space here

 

Question 2.

How do I care for and clean my rug?

Answer. 

Please visit our 'Caring For Your Rug' section on our website. 

 

Question 3.

What if I receive the rug and it doesn’t look as I expected? 

Answer.

We want you to love your rug, so if it’s not what you expected or you have changed your mind we offer a free returns and exchanges! 

  

Question 4. 

Are your rugs true to size?

Answer.

All our machine-made rugs are within 1% of the described size. Our handmade rugs are within 1-3% of the described size. This is due to the nature of them being woven by a human being and the tension on each knot or weave.

  

Question 5.

Do you provide free shipping Australia-Wide?

Answer.

Yes we provide free shipping to most of Australia, unless you are in a very rural or remote area. Sometimes we would need to contact you to let you know that there is an extra cost for shipping. This is rarely required as we ship to 99% of Australia.

 

Question 6.

How long does delivery take?

Answer.

Covid-19 Shipping - please note that our total shipping times have extended to 4-5 weeks, depending on your location. Orders are being dispatched within 15 business days from purchase. 

We aim to have your rug to you within 14-16 business days from when the rug is dispatched, depending on where you live. 

Question 7.

I’m really not sure what rug would look nice in my space. Do you provide styling advice?

Answer.
Yes, we sure do! We recommend sending us; a photo of the space where you want to place the rug, the members in your family (including pets), the size of the area and any other requirements you may have. Once we have this information, we can recommend a few rugs that would look great and suit your home lifestyle.

Question 8.

My rug is shedding, what is going on?

Answer.
Shedding is caused by fibres in the yarn that are cut short and got detached from the pile. Sometimes it might seem like a lot of fibre is coming out of the rug, but this is normal for a new rug and should reduce within a couple of months (but will not stop completely). Wool and viscose are both high shedding fibres. If this is something you would rather avoid, a polypropylene or polyester rug would be more suitable as these are low-shed.

Question 9.

Should I rotate my rug?

 

Answer.
Rotating the rug 180 degrees every 3-6 months will ensure that the rug wears and fades evenly.

 

Question 10.

Do I really need a rug underlay?

Answer.

We recommend an underlay under every rug. It will keep your rug in place and lay flat, extend the life of your rug, prevent it from curling, wrinkling and slipping. A rug underlay will also help maintain the rugs shape and protect floors and carpets against possible colour transfer from the rug.

Question 11.

Which fibre is best for an area rug: natural or synthetic?

Answer.

Natural and synthetic fibres each possess unique characteristics. Synthetic fibres like polypropylene and polyester offer a high degree of durability and stain resistance, meaning it is difficult to wear them out. Natural fibers like wool and cotton have been around for centuries and offer vivid colours, excellent wearability and great appearance retention.

Question 12.

Why is my area rug fading?

Answer.

When exposed to sunlight, rug colours typically fade over time, even if they are fade resistant. Direct sunlight will cause fading faster than indirect sunlight. Jute and wool will fade the fastest. Polyester, acrylic and nylon will fade slower than natural fibres and polypropylene is the most fade resistant. If the rug is partially covered by furniture, you may notice that the exposed portions of the rug have changed colour - this is a normal occurrence. We recommend that you keep the shades drawn during the time of day when the rug is exposed to direct sunlight.

Question 13.

There is a tuft sticking out from my rug, what do I do?

Answer.

If your rug is hand made, woven, braided, woven in anyway, there will be imperfections and inconsistencies. Tufts/sprouts are perfectly normal, especially where the end of the yarn pops up from being tucked under the weave. You can push these tufts back in using a blunt instrument.

Question 14.

There is a tuft sticking out from my rug, what do I do?

Answer.

If your rug is hand made, woven, braided, woven in anyway, there will be imperfections and inconsistencies. Tufts/sprouts are perfectly normal, especially where the end of the yarn pops up from being tucked under the weave. You can push these tufts back in using a blunt instrument.

 

Message our friendly team if you have a question we haven’t answered.

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