FAQs

ORDERS

+ What is the difference between Made to Order and Custom?

Made to Order Rugs are hand loomed at the time of purchase from our preselected designs of rugs. Custom orders are designed with your input to your exact specifications. 

    + I don't see the size rug I want, what can I do?
    Email us! Since most of our rugs are made-to-order, we can customize to any size. 
      + What is the timeline of my order?
      If your rug is from our MADE TO ORDER collection, you can expect looming to complete and it to ship in approximately 90-120 days from the order date.

      If your rug is from our QUICK SHIP collection, you can expect looming to complete and it to ship  in approximately 75 days from your order date. 

      If your rug is from our IN-STOCK collection, you can expect items to ship in approximately 7-10 business days. 

          PRODUCT INFORMATION

          + What are your rugs made from?

          Our oushaks are made from 100% wool. 
          Our dhurries are made from 100% cotton. 

          + Where are your rugs produced?

          Our oushaks are handmade in India and Turkey.

          + What sizes are available?

          Because most of our rugs are made to order, they can be customized to any size you need. 

          Please note that due to their handmade nature, rugs can vary in consistency with unique variants and can vary from published size from 1-3 inches. 

          + Is there a rug pad that you recommend?

                Yes, click here.

            CARE/CLEANING

            + How do I clean my rug?

            Clean at home by vacuuming as needed or spot treat by dabbing with warm water and a clear mild dish soap. 

            + My rug is shedding, is that normal?

            Some shedding will occur because of the wool fiber content, but should diminish over time. Use scissors to clip loose yarns but do not pull them. 

            + How do I store my rug?

            To store your rug roll tightly, face side out, and cover with white or light colored cloth in a cool dry place

              RETURNS + CANCELLATIONS POLICY

              RETURNS

              Loom & Co. offers returns within 30 days of receipt of product. A 20% restocking fee will be incurred on all items. 

              Loom & Co. does not accept returns or cancellations on the following items:

              • Custom Orders
              • Sample Cards
              • Art
              • Gift cards
              • Any final sale or discounted items

              Loom & Co. is not responsible for return shipping costs. The client is 100% responsible for return shipping costs.

              Loom & Co. requires all returned rug(s) be professionally wrapped and shipped by our preferred carriers - FedEx or UPS.

               

              REFUNDS (if applicable)

              Upon return receipt, Loom & Co. will inspect item(s) to ensure no damage has been incurred prior to issuing any refund.

              Loom & Co. reserves the right to refuse return items that are not in as-new condition due to damage or misuse by the client.

              Returns made within 30 days of receipt of product will be issued a refund - minus a 10% restocking fee - back to the original form of payment. Please allow 2-3 weeks for processing.

               

              EXCHANGES

              Loom & Co. will accept exchanges within 30 days of receipt of product.

              Loom & Co. is not responsible for exchange shipping costs. The client is 100% responsible for shipping costs.

              Loom & Co. reserves the right to refuse exchanged items that are not in as-new condition due to damage or misuse by the client.

               

              CANCELLATIONS

              Loom & Co. will offer a full refund if the cancellation is placed within 24 hours of order placement.

              Cancellation requests made after 24 hours of order placement will incur a 50% restocking fee

              DISCLAIMER

              LOOM & CO. IS NOT RESPONSIBLE FOR VARIATIONS IN COLOR BETWEEN THE PRODUCT AND A SCREEN.

              Our photos are not filtered in any way and are taken in natural light. Due to differences in computers and other smart device screens, t
              he best way to see true color is to order a color card from our samples page.

              PAYMENT INFORMATION

              + Do you have a payment plan?

              We have partnered with Sezzle as a way to split payments interest free. To apply, choose this option at checkout.

              + Is my checkout information secure?

              Our checkout process is completed encrypted and secure. 

              PROMOTIONS/DISCOUNTS

              + Can I combine discount codes?

               Promotions cannot be combined with other discounted offers or codes. Transactions will allow for a single promo code to be entered. 

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