Will the rug look the same in real life?
We photograph every rug in natural light with minimal editing, so the colours you see are as true to life as possible. It’s something we take a lot of care with, and something our customers often comment on.
That said, colours can shift slightly depending on your screen or the lighting in your home. If you’d like extra photos or a video before purchasing, we’re always happy to help.
Can I see the rug in person before I decide?
Of course. You’re very welcome to visit our Rowville warehouse to view rugs in person.
If there’s a particular piece you’d like to see, just let us know in advance and we’ll have it ready for you.
All visits are by appointment, but we’re very flexible with timing and happy to work around what suits you best. Feel free to give us a call or message us anytime and we’ll find a time that works.
How long does delivery usually take?
Delivery times depend on your location.
For most Australian orders, delivery is quite quick. NSW and VIC typically arrive within 1–2 business days, the ACT within 2–3 business days, QLD and TAS within 2–4 business days, and WA and the NT within 3–6 business days.
Most international deliveries arrive within 1–4 weeks.
You can find more detailed timeframes on our Shipping & Delivery page: Shipping & Delivery.
What if the rug isn’t quite right?
We want you to feel completely confident in your purchase. If something doesn’t feel right once you’ve seen it in your space, we’re here to help.
We accept returns or exchanges on full-priced items, meaning pieces that are not part of our clearance collection.
Returns must be initiated within 4 days of receiving your order, or within 4 days of purchase if bought in person.
As each rug is handmade and one of a kind, we keep this window short so that any returned piece can be offered again in the same condition.
Rugs must be returned in the same condition they were received.
For full details, please see our Returns & Exchanges page: Returns & Exchanges.
Do you offer free shipping within Australia?
Yes, we offer free shipping Australia-wide on all orders, regardless of size or location.
Whether you’re in a metro area or regional location, your order will be delivered at no extra cost. You can find more details on our Shipping & Delivery page.
How long does delivery usually take?
Delivery times depend on your location.
For most Australian orders, delivery is quite quick. New South Wales and Victoria are typically 1–2 business days, the Australian Capital Territory 2–3 business days, Queensland and Tasmania 2–4 business days, and Western Australia and the Northern Territory 3–6 business days.
International deliveries usually arrive within 1–4 weeks.
You can find more detailed timeframes on our Shipping & Delivery page.
Do you ship internationally?
Yes, we send our rugs worldwide.
Delivery timeframes vary depending on the destination and courier service available. We have a flat shipping fee of $80 AUD for all international orders. You can find more information, including estimated transit times and customs details, on our Shipping & Delivery page.
Will I receive tracking for my order?
Yes, as soon as your rug is on its way, we’ll send you tracking details so you can follow its journey.
You can find more information about tracking and delivery updates on our Shipping & Delivery page.
Can I collect my order instead?
Yes, you’re welcome to collect your rug from our Rowville warehouse. Simply select the Pick Up option at checkout.
We’ll email you once your order is ready, usually within 2–24 hours.
What if there’s an issue with my delivery?
Whilst we’ve never had a parcel go missing or arrive damaged, we understand that delays or issues can happen. If something isn’t right with your delivery, please contact us as soon as possible so we can work quickly to resolve it.
We partner with reputable couriers who are experienced in handling our orders, but once your order leaves our store, it’s in their care and occasionally their process may differ from how we’d handle it ourselves.
Rest assured, we’ll do everything we can to make it right.
Can you hold my order and deliver it later?
Yes, we’re happy to hold your rug and arrange delivery when the timing suits you.
Just let us know your preferred timing when placing your order, or get in touch with us shortly after. We’ll store your rug safely until you’re ready.
Can you deliver to PO boxes or parcel lockers?
Unfortunately, we’re not able to deliver to PO boxes or parcel lockers, as our rugs are sent via courier and require a street address.
If you need help organising an alternative delivery address, feel free to get in touch and we’ll assist.
Are your rugs handmade?
Yes, every rug we offer is handmade, either knotted or woven by skilled artisans using techniques passed down through generations.
We choose to work only with handmade rugs because of the quality, character, and longevity they offer. This approach is deeply rooted in our background, with Najaf having spent decades working closely with rugs at every stage, from weaving through to washing and restoration.
Once you begin to understand and appreciate the detail and care that goes into a handmade rug, it becomes very difficult to compare it to anything machine made.
You’ll notice subtle variations in design, weave, and colour throughout each piece, which is part of what gives it its depth and individuality.
Will the colours look the same in real life?
We photograph every rug in natural light with minimal editing, so the colours you see are as true to life as possible. It’s something we take a lot of care with, and something our customers often comment on.
Colours can still shift slightly depending on your screen or the lighting in your home. If you’d like extra reassurance, we’re always happy to send additional photos or videos, or arrange a viewing.
What materials are your rugs made from?
We work almost exclusively with natural fibres, most commonly hand-spun wool, along with cotton and, in some pieces, silk.
Nothing quite compares to natural fibres. They’re incredibly durable, soft underfoot, and age beautifully over time, developing character rather than wearing out.
We’re strong believers in using natural materials, not only for their performance, but for the way they’re made. They’re more considered, more sustainable, and simply feel better to live with.
Do you offer custom rugs or sizing?
In some cases, yes. We can arrange custom pieces in select styles, colours, and sizes.
If you have something specific in mind, feel free to get in touch and we’ll let you know what’s possible.
How do I choose the right rug size for my space?
Start by measuring your space and thinking about how the rug will sit with your furniture. In most cases, larger rugs help anchor a room and create a more considered feel.
You may want all furniture sitting on the rug, or just the front legs, depending on the look you’re after. Leaving some floor visible around the edges can also help frame the space.
If you’re unsure, feel free to send us a photo of your space with measurements. We’re always happy to guide you towards a size that will work beautifully in your home.
What do vintage, semi-antique, and antique mean?
These terms refer to the age of the rug:
- Vintage: generally 20–70 years old
- Semi-antique: 70–80 years old
- Antique: 100 years or more
All of our vintage and antique rugs are carefully checked, washed, and repaired where needed before being offered for sale.
When do you receive new rugs?
We receive new shipments a few times a year, each one carefully sourced over months from weaving regions with long-standing traditions.
These aren’t mass-produced pieces. Every rug is handmade, one of a kind, and selected through relationships we’ve built over decades. No two shipments are ever the same.
If you’re looking for something specific, feel free to reach out and we can keep an eye out during our next sourcing trip.
What does it mean when a rug is handmade?
A handmade rug is created entirely by hand, without machines or shortcuts. The fibres are spun, dyed, and woven by skilled artisans, often over months or even years.
This process gives each rug its own character and ensures it’s made to last, both in quality and in story.
What’s the difference between hand-knotted and hand-woven rugs?
Hand-knotted and hand-woven rugs are both handmade, but they’re constructed differently.
Hand-knotted rugs are made by tying individual knots by hand onto the foundation. This creates a dense pile and results in a rug that is incredibly durable and made to last for decades.
Hand-woven rugs, such as kilims and flatweaves, are made on a loom without knots. They have a flatter surface, are lighter in weight, and work well in more versatile or layered spaces.
Why are handmade rugs better than machine-made rugs?
The difference comes down to how they’re made and what they’re made from.
Machine-made rugs are produced quickly, often in a matter of minutes, using synthetic materials like polyester or polypropylene. They’re typically backed with glue and constructed in a way that prioritises speed over longevity. While they can look appealing at first, they tend to wear out relatively quickly and don’t age particularly well.
A handmade rug is the opposite. Each piece is crafted over months, sometimes years, using natural fibres such as wool, cotton, or silk. Every knot or weave is done by hand, resulting in a rug that is not only more durable, but also more considered in its construction.
When cared for properly, a handmade rug can last for generations. Rather than wearing out, it develops character over time.
It’s also worth thinking about what you’re living with every day. Natural fibres are breathable, softer underfoot, and simply feel better in a home environment.
While the upfront cost can be higher, the longevity means the cost per use is significantly lower over time.
How often should I vacuum my rug?
Vacuuming once or twice a week is usually enough to keep dust and grit from settling in.
We recommend avoiding high-powered vacuums, rotating brushes, or harsh suction, as they can be too aggressive for handmade rugs. Gentle, regular care will go a long way. More tips here: Rug Care.
Can I use a steam cleaner on my rug?
We don’t recommend it. Steam cleaning and modern carpet machines can cause serious, and sometimes irreversible, damage to handmade rugs.
If your rug needs a proper deep clean, we’re happy to arrange it for you. We work with specialists who clean rugs the right way.
More details can be found on our Rug Care page.
What should I do if I spill something on my rug?
Act quickly. For liquids, gently scoop or absorb in the direction of the pile, then blot with a clean, dry cloth to remove any remaining moisture. Avoid rubbing, as this can push the stain further in.
If the mark doesn’t lift easily, feel free to get in touch and we can guide you on the best approach.
You can find more detailed advice on Rug Care.
Do I really need an underlay?
We always recommend using an underlay. It helps keep your rug in place, adds a layer of cushioning, and reduces wear over time.
For flatweaves like kilims, an underlay is especially important, as they can shift or bunch without one.
You can read more here: Rug Care or shop our range here: Non-Slip Rug Underlay.
Can I put my rug in storage?
We generally don’t recommend long-term storage unless it’s necessary, as it’s one of the most common times moth damage can occur.
If you do need to store your rug, roll it with the pile facing inwards and keep it in a space with some airflow and natural light. Avoid wrapping it in plastic, and if possible, unroll it occasionally to let it breathe.
More tips: Rug Care.
How do I protect my rug from moths?
Moths are drawn to dark, undisturbed spaces with little airflow.
Keeping your rug clean and regularly vacuumed, including underneath, is the best prevention. It also helps to place your rug in a space with some light and airflow.
If you notice any signs of moth activity, it’s best to have the rug professionally cleaned and treated as soon as possible.
More details: Rug Care.
Will my rug fade in sunlight?
Natural fibres can soften and fade over time if exposed to strong, direct sunlight.
To keep colours looking their best, we recommend rotating your rug every few months so any fading happens evenly. Using curtains or blinds during the brightest parts of the day can also help.