Returns & Exchanges
The honest policy.
Read it once.
Bespoke commissions are made for one client and cannot be returned. Standard-edition rugs may be returned within fourteen days. Pieces damaged in transit are replaced in full. The details, in order of importance, below.
Not returnable. Approved before the loom.
A bespoke rug is knotted to your brief over twelve to sixteen weeks by a master weaver who will not weave that design again. We cannot accept returns on bespoke commissions for the same reason a tailor cannot accept the return of a made-to-measure suit.
To prevent this from ever being a problem, we send you a high-resolution render before any yarn is dyed. The loom only starts after you have signed off. If we cannot reach a render you are happy to approve, we refund your deposit in full.
Fourteen days. Original packaging. Buyer pays return shipping.
If you have purchased a standard-edition (non-bespoke) rug and would like to return it, contact us within fourteen days of delivery. The rug must be in original, unused condition, in its original packaging.
Refunds are processed within ten working days of the rug being received and inspected at our Geneva atelier. We refund the purchase price; original shipping costs and return shipping are at the buyer’s expense.
Exchanges for a different standard edition are considered on a case-by-case basis and require no restocking fee.
48 hours. Photo. Replaced at no charge.
Every shipment is insured for full value. In the unlikely event the rug arrives damaged, contact us within 48 hours of delivery with photographs of the rug and the packaging. We will arrange replacement or full refund at no charge.
Keep all original packaging until the issue is resolved — insurance claims require it.
Negotiated per contract.
Trade-account purchases and contract hospitality projects are governed by the terms of the relevant contract. Bulk and project returns are negotiated case by case.