What warranty do you provide?
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.
What if my rug has a defect?
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.
How often should I vacuum my rug?
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.
How long have you been making rugs?
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.
What vacuum should I use?
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.
How can I trust the quality?
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.
How do I handle spills and stains?
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.
How do I find help on your website?
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.
Can stains be professionally removed?
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.
What if I have a question not answered here?
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.