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Questions, answered

The questions we hear most are answered below. If yours is not here, write to us through the contact page and we will answer it directly.

Buying a rug

Where do your rugs come from?

Every rug is bought in person, not ordered from a catalogue. Most come from Persia, Afghanistan, Pakistan and Turkey, with some from India and Nepal. Each one is catalogued here in Bangkok, with its origin, age, size, material and condition recorded before it goes on the site.

How do I know a rug is really hand-knotted?

Turn it over. On a hand-knotted rug the pattern is as clear on the back as it is on the front and you can pick out individual knots, and the fringe is the warp thread continuing out of the rug rather than something stitched on afterwards. A machine-made rug has a perfectly uniform reverse and sewn-on fringes. Every rug we sell is hand-knotted.

Is every rug one of a kind?

Yes. Every rug is chosen by hand and nothing is reordered. Each piece is one of one, and when it sells it is gone.

Why are only some of your rugs on the website?

Only part of our stock is online. We hold 20,000+ hand-knotted rugs in Bangkok, and we send photographs and sizes of others on request.

Can I have a rug made to my size or design?

Yes, on request. If you need a size, colour or design we do not have, it can be woven for you. A commission takes months rather than weeks, and we confirm what is possible, the price and the timing before you commit. See Custom Design.

Do you sell to the trade?

Yes. Designers, architects, hotels, retailers and dealers buy on trade terms. See our B2B page or send a trade enquiry.

Shipping and delivery

How much does shipping cost?

Nothing. Shipping is free to every country we deliver to, and it is already included in the price you see. Depending on where you live, your customs office may charge import duty or tax on arrival. If you are not sure what applies to you, ask us before you order.

How long does delivery take?

Every rug ships from Bangkok. Transit time depends on the destination and the size of the piece, and you will get a tracking number as soon as it leaves us. If a particular rug needs longer to prepare, we will tell you before you pay rather than after.

Do you ship to my country?

We ship worldwide, with tracking. If you are not sure we deliver to your country, ask us before you order.

Read the full shipping page

Returns

Can I return a rug?

Yes, within 30 days of delivery. A rug looks different in your own light and against your own floor, and we would rather you saw it in the room than guessed from a screen. Tell us inside those 30 days and we will arrange the return with you.

How does a return work?

Contact us within 30 days of delivery and we will arrange the return with you. The rug needs to come back in the condition it arrived in. Once it is back with us and checked, we refund the price to your original payment method.

Read the full returns page

Rug care

Will the colours fade?

Natural dyes soften rather than fade, and that slow mellowing is exactly what gives an older rug its depth. It is also why a fifty-year-old piece is usually worth more than a new one. Strong direct sun on the same spot all day will move it along unevenly, so turn the rug once or twice a year and it will age evenly across the whole piece.

How do I clean a hand-knotted rug?

Vacuum regularly, without a beater bar, and never across the fringe. Blot spills straight away with a clean white cloth and cold water. Do not rub, and do not use household carpet cleaners. Have it washed professionally every few years, by a specialist in hand-knotted rugs.

Should I use an underlay?

Yes. It stops slipping, protects the back and cushions the pile.

Read the full rug care page

Still have a question?

Write to us and we will answer it directly.