Our custom rugs are made especially for you and are one of a kind. We undergo a multi-step process where we ask you to approve the initial design, the specification which is sent to the mill, and then a sample. Sales are final; there are no returns or exchanges

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In these difficult post-pandemic times, shipping times and costs are unusually variable; however, you will know the shipping cost before you approve the manufacture of the rug. Most rugs are shipped by air, and take only a few days.  Some very large rugs (typically those more than 12' in the shortest dimension)  must be crated before shipping, something you will know about at the very start of the design process. The manufacturing and shipping cost will be known when the rug is sent for weaving. Very large rugs might require shipping by sea; the delivery time for shipping by sea may be hard to predict.

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Specifically, here's what you need to know:

 

Custom orders are not cancellable and not refundable. Both the down payment and the final payment (see steps 2 and 3 under How We Create Your Rug) are made by you only (1) after you have approved the first CAD, and (2) after you have seen the sample and accepted it or any changes to the CAD that you and we subsequently agree to.

 

Any samples that we have made are our property and must be returned to us before manufacturing of your rug can begin. In the very rare event that changes to the CAD require an additional sample, we will charge you exactly what the mill charges us for the sample and shipping.

 

Rug sizes are approximate; allow about 2” of variance. In cases where extremely close fit is required, such as to avoid blocking heat registers or maintaining a minimal distance from a fireplace, let us know, ideally before the CAD is first sent to the mill. Similarly, where the height of the pile may be limited, such as to allow a door to pass over the let us know before the CAD is sent to the mill. Where tolerances are very tight it may be necessary to have measurements made by professional rug installers; in that case we will help you find such an installer, but the cost is not included in the down payment or final cost of the rug.

 

Color variations are expected. The use of yarn POMs provided by the mill is our best guide to ensure that the correct colors are used in making the sample or the rug, but there are always small natural variations from one dye lot to the next. There are even minor variations in color within a single dye lot: this is called abrash: it means subtle, often natural-looking variations in color or tone in a rug. It’s especially common in hand-dyed or traditional rugs, where slight dye differences create a mottled or striated effect.

 

Should a rug be manufactured with noticeable errors or variations from the CAD, we will work with you to have the rug remade or get a refund. In our experience errors by the mill are extremely rare, and when they have occurred the Mill has immediately remade the rug at no additional cost. Should you find errors in or have questions about a newly delivered rug, please notify us within 48 hours.

 

We will give you, during the design process, the best information we have about length of wear, color fastness or resistance to fading or staining. However, we cannot make any warranty or guarantee, including implied warranties of merchantability or fitness for a particular purpose.

 

We will, whenever possible, be present when a rug is installed. If we cannot be present, we would appreciate being given a chance at a later time to inspect the rug in place and take photograph. If timing, distance or other considerations make such a visit impossible, we would very much appreciate your taking some post-installation photographs for us.

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