We aim to photograph all rugs, runners and homeware as accurately as possible, using natural or studio lighting and calibrated screens. However, colours can still look slightly different on your device depending on screen settings, brightness and contrast.

Subtle shade variations are also common with handmade and natural fibre products, where each piece is unique. If you are unsure about a colour, please contact us and we can share additional photos or guidance before you place your order.

All dimensions are listed as approximate and may vary slightly from the stated size. This is standard in the rug industry, especially for handmade, natural fibre and cut-to-size pieces.

Small variations (often around 3–5 cm) can occur due to the weaving process and finishing. If your space requires a very precise fit – for example a stair runner or a rug that must sit between built-in units – please let us know so we can advise on the best approach and tolerance.

In most cases, shedding is normal and not a defect. Many rugs, especially those made from wool or blended natural fibres, will shed loose fibres during the first few weeks or months as the pile settles.

Shedding usually reduces over time with regular, gentle vacuuming (without a rotating brush where possible) and by avoiding aggressive scrubbing or beating. If shedding seems excessive, does not improve, or you notice bald patches, please contact us with photos so we can investigate further.

“Handmade” refers to rugs and runners that are created using traditional techniques rather than fully automated production. This may include handknotted, handtufted, handwoven, handloomed or hand-finished processes.

Because each piece is made by hand, slight variations in weave, colour, pattern and size are expected and form part of the rug’s character. If you prefer a perfectly uniform, repeatable look, a machine-made option may be more suitable.

If you are looking for a specific rug, runner, stair runner or size that you cannot find on the website, we may still be able to help.

We work with several mills, weavers and suppliers and can often source additional colours or sizes, arrange made-to-measure runners and rugs, or discuss bespoke designs for larger projects. Please email us with as much detail as possible and we’ll let you know what is possible.

You can pay securely online using supported debit and credit cards and, where available, instant EFT through our trusted South African payment gateway. On some orders we may also be able to arrange a manual EFT by request.

If payment fails, first double-check your card details, available funds, one-time PIN (OTP) and browser settings. Trying a different browser or device can sometimes resolve the issue.

If you are still having trouble, please contact us so we can check your order and offer an alternative secure payment option where possible.

Standard, non-custom items may usually be returned within our stated return period if they are unused and in their original condition and packaging. Return courier costs are normally for your account unless the item is faulty or supplied incorrectly.

Please always contact us first so we can confirm eligibility and guide you through the process.

Custom or made-to-measure rugs and runners, special orders, cut stair runners and items showing signs of use, damage or alteration are generally non-returnable, except where defective or supplied in error.

Once a return has been received and inspected, we aim to process approved refunds within a few working days. Your bank or card provider may then take a little longer to reflect the funds in your account.

Lead times depend on the product. In-stock items usually dispatch sooner, while custom or made-to-order pieces take longer due to production and finishing.

Where possible, estimated timing is shown on each product page. If you have a specific deadline, please contact us before ordering so we can advise on feasibility.

You can usually cancel a standard item before it has been dispatched by contacting us as quickly as possible with your order number.

Custom, made-to-measure and already-in-production orders are often not cancellable once materials have been cut or work has started.

If you notice an error in your order (for example size, colour or delivery address), please contact us immediately with your order number. We will adjust it where possible, depending on whether processing, packing or production has already begun.

Our online checkout is currently set up for delivery within South Africa. For deliveries to SADC countries, please contact us with your address and product details so we can quote on cross-border shipping where feasible.

If your order arrives damaged, please photograph the outer packaging and the product as soon as possible and keep all packaging materials.

Contact us promptly with your order number and photos so we can assess the issue and arrange a repair, replacement or refund where appropriate in line with our policies.

First contact us with your order number and reason for return so we can confirm eligibility and provide instructions. We may recommend a preferred courier service for larger or heavier items.

Pack the rug securely in suitable packaging. Once it has been received and inspected, we will process an exchange or refund according to our returns policy.