Aftercare, Trust & Support FAQs

Our warranty covers defects we create—seam failures, knot slippage, colour inconsistency. It doesn’t cover stains from accidents or wear from high traffic. This is fair and transparent. After 5 years, rugs are mature and normal wear is expected. Quality rugs last 20+ years even post-warranty.

Manufacturing defects are rare but possible. We take responsibility and fix them quickly. Send clear photos showing the issue and its location. We decide on the best remedy based on the defect severity. Most issues are resolvable through repair; replacement is offered for serious defects.

Vacuuming prevents dust and debris accumulation, which can damage fibres over time. Gentle suction is essential—high-powered vacuums can damage hand-knotted or delicate rugs. Vacuuming direction should follow the pile direction (if visible) for gentler care.

Our team has 20+ years of collective experience in rug design, production, and trade partnerships. We’ve learned from artisans, perfected techniques, and built relationships globally. This experience translates to quality and trust in every rug we create.

Your vacuum should have adjustable suction settings. Test on a corner to ensure it doesn’t damage pile or pull threads. Some customers use broom sweeping for very delicate rugs instead of vacuuming. Avoid vacuuming edges repeatedly—they can fray with aggressive vacuuming.

Trust is earned through transparency and delivery. We show you the process, welcome questions, and stand behind our rugs. Our portfolio speaks for itself. Client testimonials are genuine and verifiable. We’re here for the long term, not just the sale.

Quick action matters. Blot, don’t rub. Use cool (not hot) water and mild detergent. Work from the edge of the stain inward to prevent spreading. For wine, blood, or stubborn stains, don’t over-treat—contact a professional. Our care guide includes specific stain protocols.

Our website is designed to be self-service yet accessible. Browse project inspiration, read detailed guides, or jump straight to contacting us. All information is intended to educate and empower you. We supplement website info with direct conversations via email, phone, or calls.

Professional cleaners have specialised treatments for different stain types. Wine, pet accidents, food, oil—all have removal protocols. Fresh stains are 95%+ removable; older stains are trickier. We can recommend professional cleaners in your area if needed.

This FAQ is comprehensive, but individual projects are unique. If something isn’t covered, reach out. We enjoy conversations and problem-solving. Your question might even inspire a new FAQ entry, helping others.

Professional cleaning removes deep-set dust and allergens, refreshing the rug. Annual cleaning maintains appearance and longevity in busy homes. Hospitality rugs often require quarterly or semi-annual cleaning due to usage. We can recommend professional cleaners and discuss schedules.

DIY machines risk oversaturating fibres, which damages hand-knotted and natural material rugs. If you choose to use a machine, use it sparingly on low-moisture settings. We recommend professional cleaning as the safest approach, especially for investment rugs.

Hand-washing (gentle water rinse) is traditional and effective for wool rugs. However, it’s labour-intensive and risks damage if done incorrectly. Professional cleaners have controlled systems. Silk and delicate rugs should be professionally cleaned. We guide you on what’s safe for your specific rug.

Flatweaves and dhurries are robust and reversible, so they’re easier to care for. Wash gently if you like, or use professional cleaning. They dry quickly. Less fussy than pile rugs, so they’re popular in high-traffic homes. Regular vacuuming is still important.

Wool-silk blends are popular for their balance. Wool is forgiving; silk is delicate. Together, they’re reasonably durable if cared for gently. Professional cleaning is safest. Avoid bleach or strong chemicals. Vacuuming direction matters—follow the pile for gentler care.

We stand behind our rugs and offer lifetime support. Tears can be invisibly repaired. Burns can be patched or retuned. Fading can be addressed with professional restoration. We assess damage and provide repair quotes. For large projects, we can arrange collection and restoration.

Hand-knotted tears are repaired by re-knotting threads—the repair becomes seamless and invisible. Burns require careful assessment: if the knots are destroyed, we patch with matching material or re-knot that section. Repairs are detailed work and priced accordingly. We can arrange logistics if you need to ship the rug.

Repair costs scale with complexity. A single snag is quick and inexpensive. A large tear requires re-knotting multiple threads. We assess damage photos and provide quotes. Rush repairs are available. Repairs are investments but extend rug life significantly.

Ship your rug to us or drop it off if local. Include a note describing the damage and your preferred contact. We assess, quote, and wait for your approval before starting repairs. You’ll receive updates and photos of the work. We ship back with care to ensure the repair arrives safely.

Our guarantee is our reputation. If your rug doesn’t match the approved sample or has defects attributable to our production, we remediate—repair, replacement, or refund. Quality issues within 5 years are our responsibility. This builds long-term trust.

Basic care extends rug life dramatically. Vacuum regularly to prevent dust accumulation. For spills, blot immediately with cool water and neutral detergent; never rub. Professional cleaning every 1–2 years maintains appearance. Keep the rug out of direct harsh sunlight to prevent colour fading. We provide detailed care instructions with each rug.