Frequently asked questions
What you may be wondering
We’ve gathered the most common questions, from samples to delivery. If you can’t find your answer here, write to us.
Samples
- Can I see the rug as a sample before production?
- Yes. A small-scale sample is made; you see and approve the texture, colour and edge finish by hand. Production starts only after the sample is approved.
- Can I see a sample without coming to the showroom?
- The Design Together Box exists for this: colour and texture samples chosen for your project are prepared and sent on request. You decide on colour and texture in the light of your own space. Design Together Box
- How do I request a sample?
- On the contact form, choose “Sample request” as the topic. If you came from a collection page, the product you are interested in is added to the form automatically. Request a sample
Sizing
- Who takes the measurements?
- The installation area is measured on site; the floor, light, furniture layout and level of use are noted. On stairs every step is measured separately, and on yachts measurements are taken on board.
- Do you make rugs outside standard sizes?
- Yes, rugs are made to the size of the space. The shape is not limited to a rectangle either: round, organic or space-specific cuts are made.
- What should I prepare for the first meeting?
- A rough size or plan of the space, a few photos taken in daylight if possible, and any colours, textures or reference images you like are enough.
- What is the difference between binding and border?
- Binding and border are separate edge treatments. Binding is a thin finish wrapped with a fabric strip and follows the shape exactly; a border is a single or double row of strips at the edge, in a colour you choose. Edge finishes
Shipping
- How is the rug shipped?
- The shipping method depends on the size of the rug, the type of installation and the address. Our sales team will tell you the shipping terms in writing.
- Can I order from abroad?
- Write to us on the form, stating your country and city; our sales team will tell you the international shipping terms in writing. Request a quote
Delivery
- How is delivery done?
- The rug is delivered to the space. For stairs, yacht and wall-to-wall installations, installation is done on site; delivery is completed with the rug installed in the space.
- When will my order be ready?
- The time varies with the size, the design and the date the sample is approved. Our sales team will give you the schedule for your project in writing.
Care
- How should I vacuum my rug?
- Vacuum regularly with a brushless head; on shiny surfaces, go in the direction of the pile.
- What should I do if something spills on the rug?
- Blot the liquid straight away with an absorbent cloth, without rubbing.
- Does the sun affect the colour of the rug?
- Direct and constant sunlight can cause fading. We recommend turning the rug from time to time.
- How should deep cleaning be done?
- Choose a professional rug-washing service. You can ask us for the right method for your material.
Custom design
- Can you turn my own design or an image into a rug?
- Yes. A painting, a landscape or a space’s colour palette can become a rug. The model is developed together with the designer and you. Custom design
- Can I see the design before production?
- The design is modelled digitally in the space; you see proportion, layout and colour relationships on screen. You then give your approval on a sample.
- Can you work with my architect or interior architect?
- Yes. We work together with architects and interior architects at the design stage; survey, design, production and installation are the responsibility of the same team. Trade
Warranty, returns, size tolerance and sample fee
On these topics our sales team will give you written information. Write to the sales team
A quick question?
You can also send your question on WhatsApp.
Is your question not here?
Write to us via the form or book a showroom visit.