Frequently Asked Questions
Answers to the questions we hear most often. If yours is not here, get in touch.
We sell online, and every rug ships from Ottawa. If you would like to talk a piece through before buying, get in touch and we will help.
Every rug we sell is a single, hand-made piece, and some are genuinely old. Our Antiques collection gathers carpets more than a hundred years old, and Vintage brings together older pieces with character. In a hand-made rug, age shows as softened colour and gentle wear, which is part of its value rather than a flaw.
If a rug is listed on the site, it is available. Because each one exists only once, a rug that sells comes off the site for good, so a link you saved earlier may lead to a piece that has since found a home. The product page always shows whether a rug can still be bought.
No, and that is the heart of what we do. Every rug is one of a kind: nothing is reproduced, restocked or made again. New pieces do arrive, though, so sign up to our newsletter to hear when they land, and use your wishlist to keep track of the rugs you love.
We cannot, because each rug is the only one of its kind. What we can do is help you find another piece that fits your space. Every listing gives the rug's exact width and length, and you can switch the whole shop between centimetres and feet from the footer, so measure your room first and shop by the numbers.
Our photos are as close to the real rug as we can make them, but no photo is perfect. Screens show colour differently, and naturally dyed wool shifts with the light in a room. If colour is the deciding factor, contact us with your questions before you order.
We are not able to offer swatches. Each rug exists only once, so there is no second piece to take a sample from. If you want a better sense of a rug's colour, pattern or texture, contact us and we will help.
Yes. A new wool rug sheds loose fibre for the first few months. It is a natural result of hand-spun yarn, not a fault, and it eases off with regular vacuuming, usually within three to six months. If a single knot works loose, trim it level with the pile using scissors rather than pulling it. Our care instructions cover this in more detail.
We roll every rug and wrap it for the journey rather than folding it, and delivery is free wherever we ship. Wool and cotton are flexible, forgiving fibres, so rolling does them no harm. A rug that has travelled rolled may curl at the ends for a few days; lay it flat and it will relax on its own. You will receive a tracking number as soon as your rug is on its way.
Of course. Choosing a rug from a screen is hard, and seeing two in your own room settles it quickly. Order both and return the one you do not keep within 14 days of delivery for a full refund. Please get in touch before sending a rug back so we can help arrange the return.
Yes. Sign up to our newsletter to receive our sign-up offer, along with exclusive offers we share with subscribers. You will find the sign-up form in the footer of every page.
Because every rug exists only once, the best pieces rarely stay long. Subscribers hear about new arrivals first, together with offers we only send by email. Sign up with the newsletter form at the bottom of any page, or through the pop-up when it appears.
Add your rugs to the cart and go to checkout. Enter your code in the Discount code field, exactly as written and without spaces, then apply it. The discount appears in your order total before you pay.
Each code can be used once per customer and applies to your whole order. Codes also run for a limited time, so use yours before it expires. If a code does not work at checkout, contact us and we will look into it.