All our rugs, even if a standard size ordered from our online shop, are all made to order so allow 3 weeks from date of order for your rug to be complete.
Once your rug is complete we will contact you to organise a convenient day to deliver the rug to you. We use a next day delivery service with a reputable courier which is free of charge within the UK. We will never despatch without talking to you first so rest assured your rug will not arrive without you knowing.
We also offer a Premium delivery service where you can request a before midday or Saturday morning delivery for a charge of £25.
We quote individually for overseas deliveries as this depends on size and weight of rug. Please get in touch if you would like a quote.
Because all our rugs are made to order we cannot offer an exchange or refund unless the rug is damaged on receipt. In the event that this happens you must let us know as soon as you have opened the rug, we cannot be held responsible for any damage once rug has been used.
In the unlikely event there is a problem we will either ask you to take pictures of the damage and send to us or if local we will come and inspect the rug ourselves. We will then take appropriate steps to collect the damaged rug and organise a replacement asap.
We encourage customers to always have samples of our products to see the colour and texture for real, as we cannot refund or exchange a rug just because you do not like the colour or have changed your mind.
Because our products are all made from natural materials, there will be slight variations in the yarn, weave and colour which is all part of the charm of a natural rug. During its lifetime, your natural rug will naturally lighten in colour.
A simple vacuum with a suction only cleaner, with no beater bars is needed to avoid damage and keep your treasured rug looking its best.
Most of the plant fibre and wool materials have a degree of stain resistance but some like Jute and Sisal are more prone to marking from liquids. In all cases we advise you to opt for INTEC stain inhibition treatment on your new rug which we organise prior to delivery.
If and when accidents do happen, tackle them as quickly as possible using a clean dry white cloth to soak up the liquid without rubbing the floorcovering. We also advise you to purchase and keep to hand the Crucial Trading Care and Cleaning Kit. This is available on the link below along with more information on aftercare.
The cleaning kit includes specially developed cleansing and shampooing solutions together with applicators and full instructions on how to deal with a variety of spills.