Orders

We strongly believe that the purchase of such bespoke masterpieces should be discussed with us and therefore encourage direct contact by phone or email. That said, our payment system is simple and guaranteed. Orders can be made online directly through our web portal. 

Should you require custom sizes or shapes that are not listed as standard, please discuss your needs with us. At this level, there are many options available and we really want to help you find the best solution.

Payment

We accept most common credit and debit cards. Payments can be made via our payment gateway or by phone, quoting the order number provided by us. Please do not divulge payment details by email for security reasons.

For trade partners, it is imperative that a trade account is opened with us prior to ordering.

Delivery

Deliveries to mainland UK addresses are free of charge and we endeavour to make them within 3-5 business days of receiving goods from production.

As our products are mostly made-to-order, we expect a standard production and delivery lead time of 4-6 weeks. Custom pieces might take longer to produce. Estimated delivery times for such items will be given before any agreement to order.

Time of delivery is not of the essence in this Agreement. We will not be liable for any direct or indirect loss of profits or other financial loss or damage suffered by you through any reasonable delay or delay due to unforeseen circumstances outside of reasonable control or delay due to any reasonable rescheduling of delivery.

Returns

Our policy on ordering and the detailed interaction with our customers should ensure you purchase the right product from the outset. However, we are aware that in rare circumstances, this might not be the case. To this end, items can be returned to us for exchange. It is essential that product tags remain in fixed to products and packaging is retained in good condition for the unlikely event that a product is returned.

Each and every work runs through a rigorous quality control at various stages during selection and production so we are certain you will receive goods in perfect condition. However, we are aware that in very rare circumstances, damage can occur during shipping. Please inspect your purchase on arrival. Carefully remove the packing, open up the product and check thoroughly. Should you find something of concern, simply send us some photographic evidence immediately by email. We will inspect and determine whether this is indeed damage or a characteristic of the work.

Returns are only accepted on unused, unsoiled goods, and must be confirmed with us within 14 days of receipt. Once this period has ended and your purchase has been processed, all sales are final.

Rugs returned to us must be in the same condition as when received by the customer. For any rug not returned in its original condition, the customer shall be charged for all cleaning or repair costs. Rug tags are required to remain attached to any returned rugs; there may be an additional handling fee for any rug returned without all tags attached. It is further agreed that until a rug is actually received, the customer assumes total financial responsibility and risk of loss or damage. If a rug is returned in a condition that renders it unsellable, the customer agrees to purchase the rug at the originally established sales price. Rugs sent by us will be insured, and consequently damage or loss incurred during shipping are covered under the terms of the shipping insurance policy.

Due to the nature of handmade rugs, sizes and colour may vary slightly. No two rugs are the same. Colours and tones can vary slightly from the published images due to the nature of the materials used, the dying process and not least, due to variations and colour settings between screens and browsers.

Blemishes and minor defects to the patterns and patches are quite normal and are, in some ways, the essence of upcycling historic works. Loose fibres are also a known phenomenon in rug and carpet making. These fibres will reduce with time and use.

Some patchworks will display small, unique and intricate designs based on the Japanese Wabi-Sabi philosophy. These are purposely-made ‘signatures’ added by either our artisans or the original creators and are designed to enhance the unique character and philosophy behind up-cycling works of art.