Frequently asked questions
All of our rugs are made lovingly by hand in Panipat Northern India, a weaving village that specialises in textiles and rugs.
We are a licensed Good Weave business - meaning each rug made comes with a numbered sticker which approves each rug as being made in fair conditions where the weavers are paid a fair wage, experience clean working conditions, and ensures strictly no child labour is used. Learn more about Good Weave here.
We strongly recommend an underlay for all of our rugs. Underlay stops the rug from slipping, and provides a slim layer of padding making the feel softer and more cushioned underfoot, as well as stopping the corners from flicking up.
As the sunlight is so strong, like any natural product, your rug colour’s intensity will fade overtime. To reduce this, we suggest placing dark coloured rugs in areas where there is little to no direct sunlight, and rotating your rug often so it fades evenly, making it less noticeable. Having your rug Microsealed will help reduce fading as it provides a UV protectant, though it will not completely stop fading from happening.
Microseal is a non-toxic spray that provides natural fabric protection that seals the fibre, giving you time to clean any stains before they are absorbed into the fibre, prolonging the lifetime of your rug. Microseal also offers a slight UV protection, helping to reduce fading in the sun. Originally developed by researchers in London, England to imitate the natural protection of sheep’s wool, its unique formula is a perfect balance of high grade ingredients paired with a trained and practiced manufacturing process.
Yes. If you're Auckland based we encourage appro lending. Please reach out to our team so we can assist you. For out of Aucklanders, we recommend ordering samples online to see the colour and fibres in your space to help with your decision.
The Woolen Basket Weave and Mini Loop rugs are our most hard wearing because of their tightly woven, flat pile, meaning things don’t catch on their weave. These rugs have been commercially tested, and made from pure New Zealand wool, which is easy to clean and one of the strongest fibres.
No. All of our rugs are supported with a natural latex and cotton backing, as well as a binding tape which ensures your rug will not stretch and corners will not curl.
Because our rugs are all handmade, they are therefore unable to have an unconditional warranty. However, we will repair or replace any rug if it is defective during the first 12 months from the date of purchase, provided the rug was used for normal household purposes and maintained in accordance with the care instructions.
We will gladly replace an item if it is faulty, please notify us within 7 days of receiving the item at firstname.lastname@example.org. If you wish to exchange or return a product, we must be contacted within 7 days of receiving your item and the item must be returned within 30 days.
Items must be returned in the same condition which you received them, with original packaging, tags and packaged appropriately. Initial shipping fees will not be refunded unless the item is faulty.
You will also be responsible for paying for your own shipping costs for returning your item, unless the item is faulty. Items must be sent back via track and trace, with signature required. We will either exchange it, replace it, provide a credit or refund the purchase price at our discretion.
We do not exchange, refund or accept returns on any sale items, or custom rug orders; these are final sales.
For all customs orders, we require a 50% deposit to confirm the order, the lead time begins from the date payment clears. Deposits are non-refundable on custom orders, for change of mind a credit note will be issued.
All prices are in the local currency for AU, NZ and the US, any countries outside of these please email us on email@example.com for a quote. We do not keep any customer credit card details. We accept payment by direct deposit (from NZ customers only, please send email to enquire) and credit card (all major credit cards are accepted).
Who pays international Duties, Taxes and Customs Charges?
We cannot guarantee local tax and duty fees will not be imposed when purchasing outside of New Zealand. If this situation should arise, this is the sole responsibility of the receiver. Please contact your local customs authority for more information.
For any further queries please contact us using the form below