Frequently Asked Questions

To check the status of your order, please get in touch with us through one of the following channels:
Mobile: +91 7412060022
Email: [email protected]
Website Chat: Available from 09:30 AM to 06:30 PM IST

We offer free shipping globally. However, any oversized rugs that require special packaging may incur an additional cost. The exact shipping cost will be displayed during checkout.

We aim to dispatch all orders within 48 business hours. The estimated delivery time may vary from product to product and can be delivered the next day or, at maximum, 10 business days from placing the order. The estimated delivery time can be checked on the product detail page.

We accept various payment methods, including credit/debit cards (Visa, MasterCard, American Express) and PayPal.

At the moment, no EMI option is available.

We use industry-standard encryption and secure payment gateways to protect your payment information.

Currently, we do not support multiple payment methods for a single order. Please choose one payment method during checkout.

Your card will be charged at the time of purchase. You will receive an email confirmation once the payment is processed.

Yes, we offer financing options through Snapmint. You can choose to pay for installments at checkout.

If your payment is declined, please check that your card details are correct, contact your bank for more information, or try using a different payment method.

Once your order is confirmed, you will receive an email notification with the attached invoice of your purchase. You can also log in to your account on our website to view and download your purchase receipt.

There are no hidden fees. Any additional charges, such as taxes or shipping fees, will be displayed at checkout.

Unfortunately, you cannot change the payment method once an order has been placed. If you need a different payment method, please cancel the order and place a new one.

To cancel your order, please contact our customer service team within 24 hours with your order number. Please Note: Orders can only be cancelled before processing and shipping.

Yes, orders must be cancelled within 24 hours of placement. Once the order has been processed and shipped, it cannot be cancelled.

There are no fees for cancelling an order within the allowed time frame of 24 hours. You may need to follow the return process if the order has already been shipped.

Once your order cancellation has been processed, you will receive a confirmation email. If you have not received this email, please get in touch with our customer service team.

Refunds for cancelled orders are typically processed within 7-10 business days. The refund amount will be credited back to the original payment source.

Yes, you can choose to cancel a part of your order by contacting customer service by cancelling specific rugs within your order. While raising a request on the same please provide details of the rugs you wish to cancel and your order number.

Items delivered outside India are not eligible for returns or refunds. However, under these conditions, exchanges are available within 15 days of receipt.:

• Select a product of equal or higher value.
• Ship the original item to our Indian warehouse at your expense, or request our shipping service (buyer covers shipping costs, taxes, and duties).
• We'll process the exchange once we receive and inspect the original item.
• Payment:
  1. If the new product costs more than the original, pay the balance before we dispatch the exchange.
  2. If it costs less, you'll receive a coupon for the difference, valid for 6 months on our website.
• Custom Orders:
  1. Exchanges are only available for manufacturing defects.

Items delivered outside India are not eligible for returns.

You'll receive a coupon for the balance, valid for 6 months.

Yes, we do! You can email your requirements to [email protected] or share your details here. You can also inquire about custom sizes for existing products using the 'custom size' option on the product detail page.

A bespoke rug is one that is personalised for you with aspects of design, colour, material and size. To get a bespoke rug as per your desire, you can contact our customer service team. Provide your specifications, including size, colours, and materials. Our team will guide you through the process.

The lead time for custom rugs typically ranges from 6 to 12 weeks, depending on the complexity of the design, availability of materials, and weaving time. We will provide a more precise timeline when you place your order.

Yes, you can provide your design. Submit your artwork or design specifications, and our team will work with you to create a rug that meets your requirements.

We offer a variety of materials, including wool, silk, viscose, and bamboo silk. Techniques include hand-tufted and hand-knotted. Our experts can help you choose the best combination for your needs.

Yes, we can provide a small sample or swatch of your selected materials and colours at a nominal cost. This helps ensure that the final product meets your expectations.

Custom rugs are made to your specifications and, therefore, are non-refundable and non-returnable unless there is a manufacturing defect or error. Please review all details carefully before finalising your order.

Yes, our rugs come with a 6 to 24-month warranty, depending on the product.

If you have received a damaged, defective or an incorrect rug, please contact us immediately. We will arrange a replacement as needed.

Vacuuming the rug at least once a week to remove dust and debris is an excellent way to maintain regular cleaning. For deeper cleaning, use a vacuum with adjustable height and beater bars. Avoid using the beater bar for delicate rugs, and consider using a handheld vacuum or an upholstery attachment.

For spills, act quickly by blotting the area with a clean, dry cloth to absorb as much liquid as possible. Avoid rubbing the spill, as it can spread the stain. Use a mild detergent mixed with water to clean, and blot with a clean cloth. Always test the cleaning solution on a small, inconspicuous area first.

We suggest that rugs should be professionally cleaned to avoid damage. Never immerse hand-knotted or silk rugs in water.

Rotate your rug every 3-6 months to ensure even wear and fading. This is especially important for rugs in high-traffic areas or those exposed to direct sunlight.

To protect your rug from fading due to sunlight, use window treatments such as blinds or curtains to block direct sunlight. Additionally, you can apply UV-protective window films. Regularly rotating the rug can also help distribute any potential fading.

When storing a rug, clean it thoroughly and make sure it is scorched. Roll the carpet, rather than folding it, to prevent creases. Wrap it in a breathable fabric, such as cotton, and store it in a cool, dry place. Avoid using plastic wrapping, which can trap moisture and cause mildew.

Yes, we can help! Send us pictures of your room, and we'll suggest the perfect rug.

• For the living room, place the rug under the sofa's front legs.
• In the dining room, ensure all chairs fit comfortably on the rug even when pulled out.
• Place the rug under the bed in the bedroom, extending beyond the sides and foot.
• For indoor-outdoor areas, choose durable materials and ensure the rug fits the space appropriately.

Use a rug pad underneath your carpet to keep it in place and provide extra cushioning. We offer custom rug pads that can be cut to fit your specific rug dimensions. Rug pads help prevent slipping, provide additional cushioning, and extend the life of your rug.

We have multiple stores. Please visit our Contact Us page for detailed information about all our store locations.

Feel free to reach out to our customer service team at +91 7412060022 or email us at [email protected]. We look forward to assisting you!