FAQs

Rugs and Threads Home – Frequently Asked Questions (FAQs)

1. Shipping & Delivery

Q1: Do you offer free shipping in India?
Yes, Rugs and Threads Home offers free shipping on all prepaid domestic orders above ₹999. Orders below ₹999 or COD orders may have a standard shipping fee.

Q2: How long does delivery take within India?

  • Metros: 7–10 business days

  • Tier 2 & 3 cities: 10–14 business days

  • Remote locations: 14–21 business days

  • Made-to-order rugs: 3–5 weeks for production before dispatch

Q3: Do you ship internationally?
Yes, we ship to select countries worldwide. Delivery usually takes 21–35 business days, depending on customs clearance.

Q4: Who will deliver my order?
We partner with Blue Dart, Delhivery, DTDC, FedEx, DHL, UPS, and Shiprocket.

Q5: Will I receive a tracking link?
Yes, you’ll get a tracking link via email and SMS once dispatched.

Q6: What if my order is delayed?
Delays can happen due to weather, customs, or courier issues. Our support team will update and assist you.

2. Payment Related

Q1: What payment methods do you accept?

  • Credit/Debit Cards (Visa, MasterCard, Rupay, Amex)

  • Net Banking

  • UPI (Google Pay, PhonePe, Paytm)

  • Bank Transfers (for bulk orders)

Q2: Is COD available?
No, COD is not available.

Q3: Is it safe to use my card?
Yes, payments are encrypted and secure.

Q4: How are refunds processed?
Refunds are made to the original payment method.

  • UPI/Bank transfers → share bank details

  • International refunds → 7–21 business days

Q5: Do you issue GST invoices?
Yes. Business customers can provide GSTIN for input tax credit.

3. Order Cancellation

Q1: Can I cancel my order after placing it?
Yes, within 24 hours (if not processed/shipped).

Q2: Can I cancel custom rugs?
No, custom/made-to-order rugs cannot be canceled.

Q3: Can Rugs and Threads Home cancel my order?
Yes, in cases like pricing errors, stock issues, payment failure, or suspected fraud.

Q4: What if I cancel after shipping?
Shipped orders cannot be canceled. You may request a return (if eligible).

Q5: Will I be charged a cancellation fee?
No cancellation fee (if eligible).

Q6: How will I get my refund?
Refunds are processed within 7–14 business days.

4. Return Policy

Q1: What is your return window?
Within 3 days of receiving your order.

Q2: Which items are eligible?
Only unused, non-custom, non-discounted items in original packaging.

Q3: Do you offer exchanges?
No. Customers can place a new order after refund.

Q4: Who pays for return shipping?

  • Within India → Free

  • International → Customer bears shipping cost

Q5: How do I initiate a return?
Share a packed-product photo with support for RMA.

Q6: When will I get my refund?

  • Domestic → 7–14 days

  • International → 7–21 days

5. Custom Rugs

Q1: Can I order a custom size?
Yes.

Q2: Can I choose custom colors/patterns?
Yes. Our design team assists with yarns, colors, and modifications.

Q3: How long does it take?
5–10 weeks depending on complexity.

Q4: Do you provide mockups?
Yes, digital mockups and sometimes sample swatches.

Q5: Are custom rugs returnable?
No, custom rugs cannot be returned or canceled.

Q6: Can you match my fabric/theme?
Yes, we can match motifs, textures, and colors.

6. Rug Quality

Q1: Are all rugs handmade?
Yes, made by skilled artisans in India.

Q2: Do handmade rugs have imperfections?
Yes, minor variations are natural and unique.

Q3: What materials do you use?
Premium wool (New Zealand wool), cotton, jute, and blends.

Q4: Will rug colors match photos exactly?
Slight variations may occur due to lighting/screens.

Q5: How long does a handmade rug last?
With care, rugs last decades.

Q6: Do rugs shed?
Yes, some initial shedding (especially wool) is normal.

7. Rug Care

Q1: How do I clean my rug?
Vacuum regularly (suction only). Avoid brushes.

Q2: What if I spill something?
Blot immediately, don’t rub. For tough stains, hire professionals.

Q3: Can rugs be washed at home?
No, professional cleaning recommended.

Q4: How to prevent fading?
Avoid sunlight, rotate every 6–12 months.

Q5: Should I use a rug pad?
Yes, to prevent slipping and extend life.

Q6: How to store rugs?
Store rolled, in dry/ventilated area, with moth repellents.

8. Warranty & Support

Q1: Do you provide warranty?
Yes, 24-month limited warranty against manufacturing defects.

Q2: What’s not covered?
Normal wear, shedding, fading, stains, moisture damage, improper care.

Q3: How do I claim warranty?
Contact support with proof of purchase + photos/videos.

Q4: What is the resolution?
Repair, replacement, or refund (case-dependent).

Q5: Can warranty be extended?
No, only 24 months.

Q6: Do you provide aftercare support?
Yes, we provide guidance and connect to cleaning/restoration services.

9. General Store Policies

Q1: Where are you located?
Jaipur, Rajasthan, India.

Q2: Do you have a physical store?
Primarily online. Workshop visits by appointment.

Q3: Do you accept bulk/corporate orders?
Yes, please contact us for quotes.

Q4: Do you offer gift cards?
Yes, digital gift cards valid for 12 months.

Q5: What if I face technical issues?
Contact support team for resolution.

Q6: How do I reach customer support?
📞 +91 7999399241
📧 rugsandthread@gmail.com