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. 
    *Please note ALL custom sizes will add an additional 1-3 weeks to the lead time.
      + Do you sell runners?

      Yes! All of our designs can scale into a minimum 3ft wide runner in any length. We will not make runners less than 3ft wide as the patterns do not scale correctly. Just email us at hello@theloomandcompany.com with any questions!

      + 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 or up to 150 days from the order date - lead times vary based on the rug, please refer to the rug you purchased on exact lead time.
      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.
      **Please note Quick Ship rugs are only available in sizes 8x8, 8x10, 9x12, 10x10, 10x14, 12x12 and 12x15.
      If your rug is from our IN-STOCK collection, you can expect items to ship within 10 business days. 

      *Please note ALL custom sizes will add 1-3 weeks to the lead time.

      + Shipping + Delivery Disclaimer
      Loom & Co. rarely experiences delivery delays. However, should your rug be delayed more than one week past the quoted lead time we will reach out to you with an update.

          PRODUCT INFORMATION

          + What are your rugs made from?

          Our oushak style rugs are hand dyed and hand knotted out of wool and cotton blends.  
          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. All custom size rugs will add an additional 1-3 weeks to lead time.

          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. Therefore, we only offer custom sizes in whole and half foot increments.

          + Is there a rug pad that you recommend?

                Yes, click here.

            CARE/CLEANING

            + How do I clean my rug?

            Clean at home by vacuuming (beater brush OFF!) 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 - 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 $250 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 $250 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. reserves the right to refuse exchanged items that are not in as-new condition due to damage or misuse by the client.

               + Please head to returns.theloomandcompany.com to start the process!

               

              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 receive store credit only. 

              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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