Every rug we send is handmade, and it is packed and shipped as one. This policy sets out how your order is prepared, how long it takes, how it travels, and what to do in the rare case it arrives as something other than what we intended.
Before it leaves us.
Most of our rugs are made to order or produced in small batches.
- Standard rugs — dispatched within 10–15 business days of payment confirmation.
- Made-to-order & custom rugs — woven specifically for you. Weaving takes around 11 months on a single loom, depending on size and design. Your timeline is confirmed in writing when we confirm the order.
Production time and transit time are separate, and we will always tell you both.
Production time and transit time are two different clocks. We tell you both.
02 — Where we shipWhere we deliver.
- Across India.
- Internationally — to selected destinations, subject to courier serviceability.
If your destination cannot be selected at checkout, write to us before ordering and we will look for a way.
What it costs.
Shipping charges, where they apply, are calculated at checkout based on destination, rug size and weight.
Duties and taxes.
Import duties and taxes are included in the price you see at checkout. There is nothing further to pay to the courier when your rug is delivered.
We are finalising the detail of this destination by destination and will publish it here as it is confirmed. If anything about your destination changes what you pay, we will tell you before your order ships — never after.
How long it travels.
Once dispatched:
- Within India — 3–7 business days.
- International — 7–21 business days, depending on destination and customs clearance.
These are estimates. Courier schedules, weather and customs can all move them.
Following the parcel.
When your order ships you will receive a confirmation email with tracking details, where available, so you can follow your rug to your door.
When things run late.
We work to meet every estimate we give. Some delays sit outside our control, and we are not liable for delays caused by courier partners, customs authorities, or events beyond reasonable control. If a delay affects your order, we will tell you rather than wait for you to ask.
Collecting your rug.
Please make sure someone can receive the delivery. Higher-value pieces may require a signature.
Collecting the shipment is your responsibility. If a delivery cannot be completed because no one was available, or because the address given was incorrect or incomplete, any re-delivery or return freight is payable by you.
When it arrives, please record a continuous, unedited video as you open it. It is the fastest route to sorting out anything that has gone wrong.
If it arrives damaged.
If your rug arrives damaged, defective, or not what you ordered, contact us with your unboxing video and clear photographs and we will make it right. There is no deadline in this policy for telling us. We would rather hear from you late than not at all.
See our Returns & Refunds policy for what happens next.
There is no clock on telling us that something arrived wrong.
10 — Your statutory rightsWhat this policy cannot do.
This policy is governed by the law of India.
Nothing in it reduces the mandatory consumer-protection rights you hold under the law of your own country of residence. For customers in the EU/EEA and the United Kingdom, that includes the statutory right of withdrawal and the right to have faulty or misdescribed goods returned and refunded at our cost. Where your local law gives you more than this policy does, your local law applies.
Questions about shipping.
