FAQ

Quick answers to help you choose and plan your order. If your question isn't here, email hello@monolithandheart.com and we’ll help.

Ordering

Are your rugs made to order?

Yes. Nothing is made until you order it. Each rug is woven or knotted by hand for you by artisans in and around Jaipur, India.

Can I order a custom size?

Yes. Any rug marked "custom sizes available" can be made to your measurements. See Custom rugs for how it works.

Can I change my order after placing it?

Yes, within 24 hours. You can change the size, colour or design, or cancel, before your rug goes on the loom.

Can I see a sample first?

Tell us which rug you’re considering. We’ll explain the sample options and timing so you can check the colour and texture at home.

Making and delivery

How long will my rug take?

Most rugs take about 4 to 6 weeks to make, then ship with tracking. Large hand-knotted rugs can take longer, and we'll give you a date when you order. See Shipping & delivery.

Do you ship to my country, and what does it cost?

We ship worldwide, and shipping is free.

Will I have to pay import duties?

No. We pay customs duties and import taxes before the rug ships, so there's nothing to pay on delivery.

Will my rug look exactly like the photos?

Very close, but not identical. Dye batches vary a little and screens show colour differently. If an exact colour matters, ask for a sample first.

Returns and care

Can I return a rug if it doesn't suit my room?

Yes. Every order has a 30-day in-home trial. Return it for a full refund or exchange it for another size, colour or design. See Returns & exchanges.

What if my rug arrives damaged?

Email us your order number and some photos, ideally within 14 days. We'll repair it, replace it or refund you.

Why is my new wool rug shedding?

New wool rugs can shed loose fibres at first. Gentle, regular vacuuming helps. If you’re concerned about your rug, send us a photo and we’ll help.

How do I look after my rug?

Vacuum gently without a beater bar, rotate it every few months and blot spills quickly. Our Rug care guide has more.

Trade

Do you work with interior designers?

Yes. Trade partners get 15% off every order, rising to 20% for studios that order regularly. See our Trade program or email trade@monolithandheart.com.