FAQ

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-By and if so, how long do I have to pay it off?

 

How do I contact you?
Please don't hesitate to contact us if you have any questions!
Give us a call on 0800 557373 or 021 110 7570.

How do I buy items online?
Simple! Select how many you would like of the item and click on the "add to cart" button. (Please be aware that hand knotted items are one of a kind, so you can only purchase one. We may also have limited stock available.)  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 would like, 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 only). 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. If you are unsure about whether the colour works for you, feel free to let us know and we can send you a video of the 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 yarn is punched into a fabric and sometimes glue is used to keep it 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 rugs can ONLY be dry cleaned due to the glue in the backing (these will be ruined if cleaned in any other way). Machine made rugs are excellent for cleaning as they are stain resistant. You can use baby wipes, soapy water or even take them outside and hose them down! Hand knotted 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.

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, Teebaud Rug Grip 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, Pakistan and Afghanistan. Machine made mostly come from Turkey. We also have a few from India and China.

Rugs & Kilims what’s the difference?

The word kilim simply means flat woven rug, or a rug without a knotted pile. Kilims are not knotted. instead the thread or yarn is woven in a flat manner on the warp strings, so they don't have pile. Unlike rugs, kilims are multi-purpose and can be used as more than just a floor covering.

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

No! We sell many handmade decorative pieces: cushions, foot stools, bags, saddle bags, cushion covers, etc. We also sell kids mats, kids cushions, cowhides and more!

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 more information. For square shapes or odd sizing, you might need to look at handmade rugs 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, with the same basics 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 kilim simply means flat woven rug, or a rug without a knotted pile. Kilims are not knotted. instead the thread or yarn is woven in a flat manner on the warp strings, so they don't have pile. Unlike rugs, kilims are multi-purpose and can be used as more than just a floor covering.

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

It is quite common for rugs to slip, especially if there are pets or children running over them. Teebaud Rug Grip underlay is the most recommended product to prevent rugs from slipping. It is a very reliable product and lasts for years! Teebaud works on both carpet and hard floor surfaces (including marble, hardwood, ceramic, stone or vinyl). It doesn't leave a residue and adheres firmly to the floor and rug, without damaging either.

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, we require a non-refundable 20% deposit.
Purchases under $250.00 must be paid within 4 weeks.
Purchases over $250.00 must be paid within 6-8 weeks.