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FAQ
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ORDERS & SHIPPING
Information about ordering, payment, international shipping, delivery times, tracking, duties, and taxes.
Do you ship worldwide?
We ship to many destinations. Free shipping is currently available to Hong Kong and Singapore. For other countries, contact us for a shipping quote.
When will my order be shipped?
Stock rugs typically ship within one week. Custom rugs take 2–3 weeks to produce before shipping. Transit time is usually about one week after dispatch.
Are duties and taxes included?
Yes. All applicable import duties and taxes are included in the price shown at checkout, so you will not be charged any additional duties or taxes upon delivery.
RETURNS & EXCHANGES
Information about returns, exchanges, cancellations, and damaged items.
Can I return or exchange my order?
Stock rugs (including collaboration stock) may be returned within 14 days of delivery, unused and in original condition. Custom and made-to-measure rugs cannot be returned or exchanged.
Can I change or cancel my order?
Please contact us as soon as possible. Changes or cancellations may not be possible once your order has been prepared for dispatch or production has started.
What should I do if my rug arrives damaged?
Please contact us within seven days of delivery with your order number and photographs of the rug and its packaging. Our team will assist you as soon as possible.
PRODUCT & CUSTOM RUGS
Information about materials, care instructions, custom sizes, and made-to-order rugs.
Are custom sizes available?
Yes, selected designs are available in custom sizes. Choose your preferred size on the product page or contact us for assistance.
How long does a custom rug take to produce?
Approximately 2–3 weeks, before shipping. Once shipped, they typically arrive within one week.
How should I care for my rug?
Care instructions vary depending on the material and construction. Please refer to the care information provided on each product page.