FAQs

Product Related:

1. What materials are used in Royal Rug Co. rugs? 
   
   Our rugs are crafted from a variety of high-quality materials, including wool, silk, and other luxurious fibers. The specific materials used depend on the design and style of the rug.

2. How are the rugs manufactured?
   
   Our rugs are carefully handcrafted by skilled artisans who use a blend of traditional techniques and modern technology to ensure every piece is of the highest quality.

3. Where are your rugs made?
   
   Our rugs are produced in several locations around the world, each renowned for their rug-making heritage and quality craftsmanship.

4. Can I customize the colors, size, and shape of a rug?
   
   Absolutely! We offer comprehensive customization options for all our rugs. You can choose from our wide color palette and we can craft rugs in any size or shape to suit your needs.

5. Can you incorporate a specific brand or fashion trend into my custom rug?
   
   Yes, we can. Our goal is to create a rug that reflects your personal style and taste. During the design consultation, we can discuss your preferences and incorporate them into your custom rug design.

6. Are your rugs suitable for all types of flooring?
   
   Yes, our rugs can be used on all types of flooring. We use TPR backing on on of our rugs unless recommended otherwise.

7. How should I care for my rug to ensure it lasts?
   
   Vacuum your rug regularly to keep it free from dust and dirt. Avoid using harsh chemicals or wet cleaning methods. We recommend professional cleaning for best results.

8. How often should I professionally clean my rug?
   
   We recommend professional cleaning every 12-18 months, depending on the amount of traffic and use your rug receives.

9. What happens if my rug gets damaged?
   
   Please contact our customer service team as soon as possible. Depending on the type of damage, we can advise on repair options or guide you through our return process if the rug arrived damaged.

10. Are there any particular environments where your rugs should not be placed (outdoor, bathrooms, etc.)?
    
    Our rugs are designed for indoor use and should not be placed in outdoor settings or in areas where they will be exposed to consistent moisture, such as bathrooms unless they are from our collection of doormats.

Ordering and Payment:

11. How do I place an order?
    
    You can place an order directly on our website. If you have a custom order, please use the “Build Your Own” tab in the menu for a consultation to initiate the custom process.

12. What payment methods do you accept?
    
    We accept all major credit cards.

13. Is it safe to use my credit card on your website?
    
    Absolutely. We use secure encryption and fraud protection for all online transactions to ensure your information is safe.

Delivery and Returns:

16. How long will it take for my rug to arrive? 
    
    Standard & custom orders typically arrive within 14 days; however, we cannot control delays that may arrive due to carrier issues.

17. Do you deliver internationally?
    
    Yes, we deliver to customers around the world.

18. How can I track my order?
    
    Once your order has been shipped, you will receive an email with tracking information.

19. What is your return policy?
    
    We accept returns within 30 days of delivery. Please note that custom orders are non-returnable due to their bespoke nature, unless it arrived damaged.

20. I've received a damaged rug, what should I do?
    
    Please contact our customer service team immediately. We will arrange a return or exchange and handle any shipping costs related to the return of a damaged rug.

Customer Service:

21. What hours are your customer service team available?
    
    Our customer service team is available Monday to Friday from 10am to 6pm.

22. How can I contact customer service?
    
    You can contact us via email or through our website's live chat feature.

23. How can I provide feedback about a product or service?
    
    We welcome your feedback! You can send us an email, call us, or leave a review on our website or social media platforms.

24. How do you handle complaints?
    
    We take complaints very seriously and aim to resolve them quickly and to your complete satisfaction. Please contact our customer service team with any issues.

25. What measures do you take to ensure customer satisfaction?
    
    We offer high-quality products, flexible return policies, responsive customer service, and we always go the extra mile to ensure our customers are satisfied.

Miscellaneous:

26. How sustainable are your manufacturing processes?
    
    We are committed to sustainability. Our rugs are made using ethically sourced materials and eco-friendly manufacturing processes.

27. Are your rugs pet-friendly?
    
    Yes, our rugs are durable and easy to clean, making them suitable for homes with pets. However, we recommend regular cleaning to maintain the rug's appearance and longevity.

28. How often do you launch new designs or collections?
    
    We introduce new designs weekly. Follow us on social media or subscribe to our newsletter to stay updated.

29. Can I purchase a Royal Rug Co. rug as a gift?
    
    Absolutely! A luxury rug makes a wonderful gift. We can even arrange for direct delivery to the recipient's address.