Frequently Asked Questions
Orders
How can I check the status of my rug order?
To track your rug order, you can email us at info@handamde-rugs.in, or use our Website chat during Mon to Fri from 10:00 am to 6:00 pm India Standard time. We'll be happy to assist you with any queries regarding your order status.
When should I expect to receive my order?
- Made-to-Order Rugs: Our lead time is 4-6 weeks as each rug is crafted to your specific requirements.
- Ready-to-Ship Rugs: These will be dispatched within 5-7 business days, and delivery typically takes 10-14 business days after dispatch.
How do I modify/change my rug order?
Once your order is processed or shipped, we are unable to make changes or cancel it. Please double-check your order before finalizing the purchase. If you need to modify an order before it ships, please contact us as soon as possible at info@handmade-rugs.in
For made-to-order rugs, we can only accept modifications or cancellations within 1-2 days from the date of order. After that, the rug will be in production and cannot be changed.
Is there any hidden cost?
Listed price is inclusive of cost of the product and the shipping. Custom duty and taxes to be paid by the buyer separately.
Shipping
How my order will be shipped?
Once the rug is ready, it will be shipped through FedEx. Once your order ships, you will receive a confirmation email with a tracking number and a link to monitor its progress.
How much time it will take to deliver once rug is shipped?
Once shipped, the rug will be delivered within a week. Any delay due to natural causes is circumstantial.
Cancellation & Return
Can I cancel my order?
You may cancel your order within 48 hours of purchase and before it has been processed or shipped. Once an order is marked as "processed" or "shipped," we are unable to cancel it. To request a cancellation, please contact our customer support team immediately with your order number.
How do I return an item?
To initiate a return, please contact our customer support team within 7 days of receiving your order.
What is your return policy?
We accept returns on most items within 7 days of delivery. All items must be in their original, unused condition with all tags and packaging intact. Certain items, such as custom rugs may not be eligible for return.
Who pays for return shipping?
Customers are responsible for return shipping costs, except in cases where the return is a result of our error (e.g., you received a damaged or incorrect item).
When will I receive my refund?
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will be automatically applied to your original payment method within 8-10 business days.
Can I exchange an item instead of returning it?
Yes, exchanges are typically processed as a return and a new purchase. Simply return your original item for a refund and place a new order for the item you would like instead.
Products
Are the colors on your website accurate?
We make every effort to provide you with the most precise color depictions of our items through the images we display. However, please keep in mind that since our products are handmade by local artisans, there may be variations in colors and patterns that make each item unique. It's important to note that in certain cases, the patterns may vary depending on the size of the item as well.
The dimensions on my rug are off, is this normal?
As all our products are handmade by different artisans, there may be a slight variation of up to 5% in the published dimensions of your rug. Please note that this variation is typical across the industry. If you have any questions regarding this matter, please do not hesitate to contact us at info@handmade-rugs.in
Why is my rug shedding excessively?
It's important to note that all natural fiber rugs will shed, particularly during the initial period. However, there's no need to worry as this shedding is a natural characteristic of the material and construction of the rug. Before shipping our products, we put our rugs through a rigorous washing and drying process to minimize shedding as much as possible. However, it's still possible for shedding to occur in the early stages of use. To help alleviate shedding, we recommend regular vacuuming during the first few weeks after receiving your rug. This will help reduce shedding and extend the lifespan of your rug.
Rug Care
How do I care for my handmade rug/carpet?
Ultimate Guide to Area Rug Care & Maintenance
Understanding proper rug care is essential for preserving the beauty and longevity of your investment. This guide provides expert carpet cleaning tips and valuable advice for handling common issues, ensuring your area rug remains a stunning centerpiece for years to come.
Essential Rug Care Tips & Stain Removal
- Routine Rug Maintenance: For optimal carpet care, regularly vacuum your rug to remove dirt and dust.
- Avoid Soaking: Never soak or bleach your rug. In case of spills, immediately blot with a clean cloth.
- Spot Clean Spills: For effective stain removal, use a small amount of mild soap and cold water to spot clean the affected area right away.
- Prevent Fading: Protect your rug from direct sunlight exposure to prevent color fading.
- Professional Cleaning: For deep cleaning, especially for valuable handmade rugs, always use reputable and certified carpet cleaning experts.
Understanding Handmade & Natural Fiber Rugs
- Normal Shedding: It is completely normal for new natural fiber rugs and wool rugs to experience some shedding (or pile shredding) as part of the wearing-in process. This shedding will naturally decrease over time with regular vacuuming.
- Handmade Craftsmanship: Handmade rugs from India and other regions often have slight variations in design and color. These unique characteristics are a testament to their artisan craftsmanship and are not considered faults.
- Handling Loose Fibers: Do not pull any loose ends on your rug. Instead, carefully trim them with scissors to prevent damage.
Proper Vacuuming Techniques
To avoid damaging your rug and to ensure effective rug maintenance, follow these vacuuming guidelines:
- Mild Settings Only: Use beater bars with caution and only on the mildest setting, or better yet, disengage them completely.
- Recommended Tools: Canister vacuums, brooms, and hand-held attachments are ideal for safely cleaning rugs.
- Avoid Powerful Suction: High-power vacuums can pull fibers from the base, so they are not recommended for delicate rugs.
- Reversible Rugs: For reversible rugs, vacuum both sides to prevent dirt and dust buildup.
- Protect Edges: Avoid vacuuming the edges and fringes repeatedly, as this can cause irreversible damage.
- Optimal Frequency: Vacuum your rug every 12-15 days. Excessive or frequent vacuuming can reduce the natural shine and luster of your carpet.
My new rug has an odor; is this normal?
Yes, it is common for new area rugs to have a slight odor from packaging or dye. This odor is harmless and should dissipate within a few days to a week. To expedite this, unroll the rug in a well-ventilated space.
Customer Support
Is it possible to connect to someone regarding my rug order?
You can email is at info@handamde-rugs.in with your queries. We will try to respond within 24 hours.
I'd love to collaborate.
Thank you for your interest in collaborating with us! To take the next step, please email at info@handmade-rugs.in directly. Our team will review your proposal and get in touch if we think it would be a great fit for us.