Frequently Asked Questions
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DO YOU SELL TO THE PUBLIC?
Yes, we sell directly to the public. We have a 400sqm showroom with rugs of various sizes, colours, and quality, which are able to be purchased in-store 6 days a week.
DO YOU SELL MACHINE MADE RUGS?
Fortunately, we don’t sell machine-made rugs. We believe that handmade rugs have a longer lifespan, age more beautifully, and pay homage to traditional rug craftsmanship while embracing a modern design palette. We deal in handwoven kelims, hand-knotted rugs, and hand-tufted rugs.
DO YOU DO RUG CLEANING AND REPAIRS?
Yes, we do rug cleaning and carpet repairs. We would need the size of the rug, and a description of the stains or damage i.e. does it need a urine treatment? or has a corner of the rug been gnawed off?
DO I NEED AN APPOINTMENT?
Whilst an appointment is not necessary, it is preferred as we can better prepare for your showroom visit by possibly preselecting rugs for your space.
WHAT SHOULD I BRING TO MY APPOINTMENT?
Whilst we do not specifically have preset requirements. It is advised to make us aware of the minimum and maximum space available for the required rug, as well as what type of activity will be conducted in that room. Any budget constraints, specific colour swatches or reference images etc.
CAN I TRY TRIAL RUGS AT HOME?
Yes, we offer a free consignment service within the greater Cape Town area. The following is required for a consignment: A valid form of ID, full contact details, and our team is required to deliver the rugs in order to confirm your address. Additional information may be required without prior notice.
WHAT SHIPPING METHODS ARE AVAILABLE?
Due to the size of our products, we offer a flat rate shipping fee across our various rug size categories. We will offer a local pick-up option from our showroom in the coming weeks. However this can be offered upon request, so feel free to reach out to us either through the live chat button on email firstname.lastname@example.org about alternative shipping methods.
DO YOU SHIP INTERNATIONALLY?
We service clients all over the world but unfortunately international shipping isn’t available through our website, though this is something we will add for select regions in the coming months. However, currently international shipping is only available upon request. So feel free to reach out to us either through the livechat button on email email@example.com to inquire about our international shipping rates.
WHAT PAYMENT METHODS ARE ACCEPTED?
We offer the options to either pay through the means of credit/debit card or by doing a manual bank transfer to the banking details provided at checkout. If the bank transfer option is chosen we reserve the right to hold stock for a period of 5 days before the order is canceled automatically.
IS BUYING RUGS ONLINE SAFE?
Our website is fully secure and PCI DSS Compliant. We use enterprise-grade security to keep your information safe. The technology we use during checkout allows for a seamless user experience allowing users to complete transactions without leaving our checkout page
ORDERS AND RETURNS
HOW DO I PLACE AN ORDER?
Orders can be placed fully through our online website. The steps to do so, in summary, are to add items of your choice to your basket, once that steps are completed you may review your order, proceed to checkout and fill in the necessary information so that we may fulfill your order appropriately.
WHO SHOULD I TO CONTACT IF I HAVE ANY QUERIES?
Your welcome to contact us through our support LiveChat on the website directly, or alternatively, you may reach out to us by sending an email to our team at the following email address: firstname.lastname@example.org
HOW DO I TRACK MY ORDER?
Order status information is periodically sent to the customer’s email address during the order fulfillment process. You may also track your order from the account section on our website. Once the order is dispatched from our store you may track your order from the tracking information provided in your account section.
DO I NEED AN ACCOUNT TO PLACE AN ORDER?
We do not allow for guest checkouts on our site. In order for us to provide a seamless experience in fulfilling your order correctly, we require an adequate amount of information. Which is provided to us during the account creation process.
HOW CAN I CANCEL OR CHANGE MY ORDER?
If your order status is pending, your order will automatically be canceled after a 60 minute period has lapsed. Should you wish to cancel an order that is currently processing, you may do so from the account section of our website, alternatively, you may contact our team through support and we will assist in canceling your order.
HOW CAN I RETURN A PRODUCT?
Customers may request a refund from the account section on our website. Upon the return of the goods to our store, we will assess the condition of the goods and the refund will only be approved should the goods be fit to be booked back into stock. For domestic purchases, a 15% handling fee will be retained to cover all courier charges and administrative costs incurred during the order fulfillment process. Unfortunately, we will not accept any returns on a customer’s purchase after a 7 day window has elapsed.