Frequently Asked Questions
How can your rugs be cheaper than the high street?
Because there are fewer people between the loom and your living room. A handmade rug normally passes through a local agent, an exporter, an importer, a distributor and a retailer, each taking a margin. We buy directly from the workshops that make our rugs, so there are two links in the chain instead of six.
Same wool, same looms, same hands. Fewer margins.
Where are your rugs made?
In India, by hand, in small workshops. The belt running through Bhadohi and Mirzapur in Uttar Pradesh is the largest carpet-weaving cluster in the world; Jaipur is known for tufting and Panipat for flatweaves. We buy direct from the workshops rather than through an exporting agent.
Are they really handmade?
Yes. Depending on the piece they are hand-knotted, hand-tufted, handwoven or handloomed — the product page says which. Turn a hand-knotted rug over and you can see the individual knots on the reverse; that's the reliable test.
We also sell some machine-woven and machine-tufted rugs, and we say so plainly on those product pages.
Why doesn't my rug look exactly like the photograph?
Yarn is dyed in small batches and patterns are worked by eye rather than printed, so colour and detail vary slightly between individual rugs. Screens vary too. This is characteristic of handmade rugs. If a rug isn't what you hoped for, your 14-day right to return it still applies.
My rug is shedding. Is it faulty?
No — new wool rugs shed loose fibre for the first few weeks, and hand-tufted rugs shed more than hand-knotted. Gentle regular vacuuming settles it. See Rug Care.
What size do I need?
The most common mistake is buying too small. Our Size Guide has room-by-room measurements, or email us your room dimensions and a photo and we'll advise.
Is the size exact?
Within about ±3%. Hand-woven rugs are made under tension on a loom and settle once released, so a 160 × 230 cm rug may finish a few centimetres either way.
How long does delivery take?
We process orders in 2–3 working days and delivery takes a further 5–7, so typically 7–10 working days in total. See Shipping Policy.
Will I have to pay customs or duties?
No. The price at checkout is the price you pay, with nothing further to pay on delivery.
Can I return a rug?
Yes — 30 days from delivery, no reason needed, and we pay the return postage. Email us and we'll arrange collection or send a prepaid label. Full detail in our Return & Refund Policy.
Do you have a showroom?
No — we sell online only, which is part of how we keep prices where they are. That does make buying a rug you haven't seen a leap of faith, so we cover it the other way round: you have 30 days to live with the rug in your own room, and if it isn't right we collect it and refund you in full, with no return postage to pay.
How do I contact you?
support@rugcraftworks.com — we reply within one working day, Monday to Friday.