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?
      Orders of in-stock items will ship out within 3 business days. Made-to-Order items will be sent to our loomers within 24 hours of your order. Hand knotting and shipping typically will take between 8-10 weeks for delivery.

          PRODUCT INFORMATION

          + What are your rugs made from?

          Our oushaks are made from 100% wool. 

          + 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. 

          + 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

              PAYMENT INFORMATION

              + Will I be charged Sales Tax?

              The Loom and Company is a Texas based business, and therefore must collect sales tax on all orders from Texas. Those outside of Texas will not be charged sales tax. 

              + 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. 

                RETURNS/CANCELLATIONS

                + How long do I have to make a return? Cancellation?

                Returns will be accepted within 5 days of delivery for store credit only. Cancellations must be made within 24 hours of placing your order.

                Please see the full return policy here

                + How can I request a return?

                Return requests may be submitted through our online portal here. 

                + How do I ship my rug back to you?

                Once your return request is approved, you will be able to purchase and download a return label from our returns portal. 

                + How long does the store credit process take?

                Store credit will be issued once the returned item has been inspected and confirmed to be in "Like New" condition. This process should be withing 3-5 business days of receipt. 

                 

                 

                 

                 

                 

                 

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