Below is a list of frequently asked questions. If you do not find the answer you are looking for here, please do not hesitate to contact us for more help.

Q: How can I contact you ?
Q: How do I buy items online?
Q: If I don't like the rug, can I return it?
Q: How will my purchase be delivered?
Q: How good is the colour match?
Q: What are the differences between hand-knotted rugs, hand-made rugs, tufted rugs, and machine made rugs?
Q: Do I need a padding or underlay for my rug?
Q: Where were your rugs, carpets, runners and kilims made?
Q: Rugs & Kilims, what’s the difference?
Q: Do you only sell Rugs, Carpets, Runners and Kilims?
Q:What size rug do I use for my space?
Q:What does 'knots per square inch mean'?
Q:What are the cushions and footstools made of?
Q:How do I stop my rug from moving on my floor?
Q:How do I clean my rug?
Q:Am I able to do Lay Buy and if so how long do I have to pay it off?




How do I contact you?

Please don't hesitate to contact us for any questions or information!


You can give us a call on 09 444 0085 or email us at rugdirect@gmail.com (Auckland)

You can give us a call on 04 471 0089 or email us at rug2you@gmail.com (Wellington)


How do I buy items online?

Simple! Select how many you would like of the item (please be aware that hand knotted are one of a kind so you can only purchase one, also, there may be limited stock) click on the "add to cart" button. The item is now in your cart and you can keep shopping for other items you wish to purchase! Once you have as many items as you want, click on the "Checkout" button. Enter your details and payment method and click "Place Order". We will ship your items to you as soon as we receive payment!


If I don't like the rug, can I return it?

Any goods purchased online may be exchanged or returned within 5 days of purchasing. Return shipping is at buyer's cost. 
Items purchased in store are not refundable, but we will happily exchange the goods within 3 days. 
Any runner that has been cut to the size you require is not refundable or exchangeable, as soon as it is cut, it is yours.


How will my purchase be delivered?

All items purchased will be shipped once payment has been received (weekdays online). We work with Fastway couriers, a track and trace number can be provided if requested. Auckland post will be overnight, elsewhere in the North Island will take 1-2 working days, and South Island will take 2-3 working days. Please note: if you live in a rural area delivery may take longer.

How good is the colour in the photos?

We try our very best to make the colour in the photos as close as possible to the actual item, however different monitors can produce different tones in a colour. Some hand knotted items have videos attached that show the colour at different angles; they may aid in giving a better indication of what the true colours are in a rug.

What are the differences between hand-knotted rugs, hand-made rugs, tufted rugs, and machine made rugs?

Hand-knotted rugs are the only true oriental rugs. For a product to be labeled as hand-knotted, it must actually be knotted by hand. Hand-made or hand tufted rugs include hooked and needle point rugs. Tufted rugs can be made by hand or machine, the yarns are punched into a fabric and sometimes glue is used to keep them in place, a cotton material covers the back to make it look nicer. The machine made rugs that we sell are woven by machine and are of the highest quality.

How do I clean my rug?

Cleaning differs between differently made rugs, hand tufted can ONLY be dry cleaned as the glue will be ruined any other way. Machine made are excellent for cleaning as they are stain resistant, you can take them out side and wash them down or use a steam mop on them! Handknotted rugs can be cleaned and repaired almost infinitely and should last a lifetime. If liquid gets on the rug, pat dry do not rub it! Rubbing will cause the dye to run and will ruin it. If your hand knotted rug requires a professional clean please contact us so we can refer you to a reliable company.
 

Do I need a pad or underlay for my rug?

If you have kids or animals running across your rug it may slip and move. To stop this, underlay is recommended as it is a very reliable product.


Where were your rugs, carpets, runners and kilims made?

Our hand-knotted items are from all over the Middle East, including Iran and Afghanistan. Machine made come from Turkey and a few from India and China.

Rugs & Kilims what’s the difference?


The word kilims simply mean flat woven rugs, or rugs without a knotted pile. Kilims are not knotted instead the thread or yarn are woven in flat manner on the warp strings, so they don't have pile. Unlike rugs, kilims have more than just floor covering use. 

Do you only sell Rugs, Carpets, Runners and Kilims?

No! We also sell handmade cushions, handmade bags, handmade saddle bags, handmade decorations, kids mats, kids cushions and cow hides!

What size rug do I use for my space?

We know it can be hard to find the right size, view our size guide, for square shapes or odd sizing look at handmade as an option. 

What does 'knots per square inch mean'?

"Knots per square inch" refers to how many knots are packed into a square inch. Single knotted rugs have two strings in the same space and double knotted rugs have four strings; hence twice the amount of knots. More knots per square inch does not make it a better rug, the rugs are just made with different techniques, the same basics are applied such as materials and skill level. If the materials used to create a rug are good and there is good craftsmanship then the rug will be good. 


What are the cushions and footstools made of?

All of our hand made cushions and footstools are made out of kilim rugs, they are 100% wool so soft and not scratchy!
The word kilims simply means 'flat woven rug' or 'rugs without a knotted pile'. Kilims are not knotted, instead the trend or yearn are woven in flat manner on the warp strings. Unlike rugs, kilims have more than just floor covering use. 


How do I stop my rug from moving on my floor?

Slipping of rugs is common if there are pets or children running over them, underlay is the most recommended to stop a rug from slipping. It is a very reliable product and lasts for years! 

Works on Carpeting 
The white side will grip any textile floor covering (fitted carpet). Teebaud® adheres firmly to your rug and carpet and so helps to prevent slipping or falling over. Place the underlay white side down facing the carpet; then place the rug on top of the gray side. 

Works on Hard Floor 
The gray side is ideal for use on hard floor such as marble, hardwood, ceramic, vinyl or stone. Teebaud® adheres firmly to your rug and floor. Place the underlay gray side down; then place the rug on top of the white side. 

Safety At Home 
In the United States alone, thousands of people injure themselves each year by falling from their own height! If the first culprit for these accidents is the bath tub in the bathroom, the second is… a moving rug! 
Teebaud® nonskid rug underlay plays a major safety role preventing area rugs from wrinkling, moving or buckling on any flooring surface. 


Am I able to do Lay-by, and if so how long do I have to pay it off?

If you can't afford to pay for a purchase straight away, don't panic we do lay-by! If you wish to use lay-by, a 20% deposit (minimum) of the original price must be paid. This is non-refundable.
Purchases under $240.00 must be paid within 4 weeks.
Purchases over $250.00 must be paid within 6-8 weeks.