FAQ - General
How do I report an issue with my rug?
Please contact our support team at firstname.lastname@example.org or call on +44(0)20 7971 7871 to discuss your issue - please email any images over to our support team to further inspect.
FAQ - Returns
How do I return my rug?
All rugs need to be returned in their original packaging in their original state, please use any courier of your choice to be delivered to the following address:
24 Quadrant Court Dartford, Greenhithe DA9 9AY United Kingdom
Please note that rugs do not qualify for free returns, unless returning for a replacement or returning as faulty.
FAQ - Delivery
How much is shipping for the rugs?
As our rugs are all over £30 they qualify for free shipping for UK mainland customers, for international customers the price will vary - you can find costs here.
FAQ - Technical
How to clean a rug at home?
From pets to spills, rugs in the home are used fairly often there cleaning is essential to improve the rugs aesthetic and lifespan. Vacuum your rug to remove as much dust and debris as possible. When a vacuum cleaner won’t do, tackle rugs with deep-cleaning methods and solutions like carpet shampoo and a white microfibre cloth. For more information on this visit our maintenance page.
What's a good way to style my rug?
See our rug blog that goes through the best ways you can style your rug to suit a range of interior styles!
How are rugs made?
Constructed using a range of different methods, our rugs are handcrafted by our expert artisans. Our handwoven rugs are crafted on a loom. The loom has a wooden frame strung with vertical threads of cotton loops tightly. A handwoven rug is made up of warps and wefts, which are woven vertically and horizontally.
Our hand tufted rugs are made using a hand-operated tool which ‘tufts’ loops of yarn into a stretched canvas. This process is repeated to follow the design of the rug.
Every knot on our hand knotted rugs is weaved by hand. This method means the yarn is knotted around the vertical warp threads and a horizontal metal rod, and every new knot is a continuation from the previous one.
Hand loomed rug product presses fibre stands together, connecting them with thin threading and with no proper securing of the ends or sides.
FAQ - Materials
Where are your materials sourced?
The sustainable materials we use to make our rugs including wool, jute and cotton, are sourced from India and imported from our dedicated factory. India is the best place to make rugs, owing to their historic practice of making fine rugs. These materials are highly renewable and come from environments where sustainability practices are employed.
Our Natural rug collection has the GoodWeave certification label. This certification is the best assurance that our rugs are produced without child, forced, or bonded labour. Your purchase supports programs that educate children and improve working conditions for adults in producer communities.
Are your rugs sustainable?
Our rugs are crafted from sustainable materials, which are better for the environment then synthetic alternatives. Not only this, but our Natural rugs are also GoodWeave certified which is the best assurance that products are made without child, forced, or bonded labour, and it also means your purchase supports programmes that educate children and improve working conditions for adults in producer communities. Learn more at GoodWeave.org.
Buying sustainable rugs means you are also supporting local craft economies. This ensures that skills and techniques, that may otherwise disappear due to mass production, are preserved. The decision to invest in sustainable rugs reflects a commitment to environmental responsibility and social consciousness.
Are your rugs natural/organic?
Our Natural range rugs are meticulously crafted from a curated selection of naturally sourced materials, including Cotton, Jute, and Wool. These materials are not only chosen for their inherent durability and sustainability but also for their exceptional ability to capture the authentic essence of nature through their textiles and hues.
Every aspect of our rug-making process is expertly executed. From the selection of raw materials to the final hand-woven or hand-knotted creation, our craftmasters undergo rigorous training and adhere to the highest standards of craftsmanship.
Our commitment to excellence and attention to detail shine through in every thread, resulting in rugs that are not just pieces of decor, but reflections of our dedication to authenticity and expertise.
What kind of rug is the best to buy?
Sustainably sourced, handcrafted rugs are the best to buy because of their durability, unique design and dedication to sustainability. All our rugs are crafted from sustainable materials and are handmade with love and care.
Which is the most hardwearing natural rug?
All our natural rug materials are durable, and the intricate handcrafted manufacturing process means we expect the rug to last for several years with proper care. Explore how to look after a natural rug on our care page.
FAQ - Manufacturing
Can I get a custom rug made in the Natural Collection?
Currently, we offer a diverse range of designs and sizes within the Natural Collection. However, we do not offer custom rug services at this time. We encourage you to explore our collection to find the perfect rug for your space.
FAQ - Size
What are the most common sizes of rugs and carpets?
The most common rug sizes are 91cm x 152cm, 152cm x 244cm, 244cm x 305cm, 305cm x 457cm, which is why we’ve designed our rugs in a variety of sizes to suit your space.
Our rug collection caters to various room dimensions, offering three distinct sizes: medium (120cm x 180cm), large (170cm x 240cm) and extra large (200cm x 290cm). This versatility ensures that these rugs seamlessly integrate into any space, whether it’s a cosy bedroom or a spacious living room.
We recommend having some floor showing around the edges, so it doesn’t look like you’re recarpeting the full space. By strategically exposing the floor around the edges of the rug, we achieve a balanced aesthetic that maintains the integrity of your flooring while still enjoying the warmth and texture that our rugs provide. This approach creates a harmonious visual flow, allowing your rug to complement your existing decor rather than dominating it. Read about how to style your carpet in your home.
FAQ - Style
What is the Natural Collection?
The Natural Collection is a landmark range of handcrafted, sustainable rugs, inspired by wild natural landscapes. Each rug is designed with the goal of grounding your spaces and interior design aesthetics with a foundation of woven organic fibres. The collection is a testament to our industrious heritage and commitment to timeless refined designs, enriching sustainable materials, and unique handcrafted quality.
I have received the wrong items, or my order is incomplete?
In the unlikely event you have received the wrong items please contact our customer services team straight away and let us rectify the order. Please call +44 (0)20 7971 7871 or email email@example.com.
What is the Contemporary collection?
Contemporary rugs offer a blend of modern style, quality craftsmanship, and versatility, making them popular choices for enhancing various interior spaces. Typically handcrafted with premium materials like wool, viscose, or recycled PET, contemporary rugs come in a variety of designs, including geometric patterns, abstract motifs, and minimalist styles. These rugs often feature neutral color palettes, such as ivory, taupe, and gray, but can also incorporate bold hues like blue, green, or black to add a pop of colour to any room.
With their durable construction and soft texture underfoot, contemporary rugs provide both comfort and aesthetic appeal, making them ideal for living rooms, bedrooms, offices, and more. Whether you're looking to complement a modern decor scheme or add a touch of elegance to your home, contemporary rugs offer endless possibilities for elevating your space with style and sophistication.
What designs are available in the Natural Collection?
The Natural Collection offers a variety of designs inspired by natural landscapes. From serene creams to earthy tones and heavy knits, linear woollen neutrals to hand-tufted geometrics, and shaggy New-Zealand wool, there’s a design to suit every interior aesthetic.
What designs are available in the Contemporary collection?
With refined designs inspired by contemporary living, our products ground modern interiors with a sense of timeless style. Handcrafted from sustainably-sourced materials like Jute, Cotton and Wool, each piece combines organic aesthetics with artisanal craftmanship.
Our contemporary rugs are characterised by clean lines, geometric patterns, and abstract designs inspired by modern art and architecture. They often feature neutral tones like ivory and grey, as well as bold colours such as blue and green. Contemporary rugs prioritise texture and tactile sensations, incorporating plush piles and mixed materials like wool and viscose. Versatile and stylish, these rugs add a touch of modernity and sophistication to any space, making them a popular choice for today's interiors.
How are the designs inspired by nature?
The designs in the Natural Collection are inspired by wild landscapes, geological formations, and the modest beauty of nature. They showcase organic hues, shades, tones, and textures that reflect elements like white cliffs, limestone caverns, quartz, sandstone, slate, and more.
FAQ - Maintenance
How to store a rug?
If you want to ensure the longevity of your rug it’s essential to care for it even when it’s not in use. Always check the manufacturer instructions for cleaning as over time any moisture, dirt or hair can damage the rug. Allow the rug to dry and roll it to minimise stress. By investing in a rug storage bag and storing the rug vertically in a climate-controlled storage space, you can ensure your rug keeps its beauty for years to come.
What are the care instructions for the rugs?
As each rug is made from natural materials, we recommend professional cleaning to maintain their longevity and beauty. Avoid direct and continuous exposure to sunlight and rotate periodically to equalize wear.
For more information on rug maintenance please visit our cleaning and maintenence partners, WoolSafe.