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Frequently Asked
Questions
Find answers about shipping, payments, returns, custom rugs, rug care and more.
Shipping & Delivery
Everything we do starts with why
Payments
Everything we do starts with why
Returns & Refunds
Everything we do starts with why
Custom Rugs
Everything we do starts with why
Rug Care
Everything we do starts with why
Rug Quality
We believe in building better
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Real people making great products
Shipping & Delivery
What are the shipping costs for rugs?
We offer FREE worldwide shipping on all rugs purchased through Pureloom Rugs.
How long will it take for my rug to be delivered?
Most orders are dispatched within 48 business hours and delivered within 7–14 business days depending on your location and rug type.
Can I track my rug shipment?
Yes. Once your order is shipped, you will receive a tracking number via email to monitor your shipment in real time.
What should I do if my rug arrives damaged?
If your rug arrives damaged or defective, please contact us within 48 hours at:
📧 pureloominternationalllp@gmail.com
Please share clear photos of the package and product for quick assistance.
What packaging methods are used for shipping rugs?
Our rugs are carefully rolled, wrapped securely, and packed using protective materials to ensure safe delivery during transit.
Do you offer expedited shipping options?
Yes, expedited shipping may be available for select products and locations. Please contact our support team before placing your order.
Payment Related
What payment methods do you accept?
We accept:
- Credit & Debit Cards
- UPI
- Net Banking
- PayPal
- International payment gateways
- Secure online payment options
Is my payment information secure?
Yes. All transactions are protected using secure SSL encryption and trusted payment gateways.
Can I use multiple payment methods for one order?
Currently, only one payment method can be used per order.
When will my card be charged?
Your card will be charged immediately after your order is successfully placed.
Do you offer financing or installment payment options?
Financing or installment payment options may be available through selected payment providers depending on your location.
What should I do if my payment is declined?
Please:
- Verify your card details
- Ensure sufficient funds are available
- Contact your bank or payment provider
If the issue continues, contact our support team.
How can I get a receipt for my purchase?
A purchase confirmation and receipt will automatically be sent to your registered email address after payment.
Are there any additional fees or charges?
International customers may be responsible for customs duties, VAT, or import taxes depending on local regulations.
Can I change my payment method after placing an order?
Once payment is completed, the payment method cannot usually be changed. Please contact support for assistance.
Order Cancellation
How can I cancel my order?
To cancel your order, email us at:
📧 pureloominternationalllp@gmail.com
with your order number.
Is there a time limit for canceling my order?
Yes. Orders can only be cancelled before they are dispatched.
Will I be charged a fee for canceling my order?
No cancellation fee applies if the order has not been shipped.
How will I know if my cancellation was successful?
You will receive a cancellation confirmation email from our support team.
How long does it take to process a refund for a canceled order?
Refunds are generally processed within 48 business hours to the original payment method.
Can I cancel part of my order?
Partial cancellations may be possible before shipment. Please contact customer support immediately.
Return & Refund Policy
What is your return policy?
Eligible rugs can be returned within 30 days of delivery if unused and in original condition.
How do I initiate a return?
Email us at:📧 pureloominternationalllp@gmail.com
with your order details and reason for return.
Do you offer free returns?
Yes, free returns are offered for:
- Damaged items
- Defective products
- Incorrect items received
How long does it take to process a return?
Returns are usually inspected and processed within a few business days after receiving the item.
Will I receive a full refund?
Yes, eligible approved returns receive a full refund through the original payment method.
Can I exchange a rug?
Yes. Exchanges can be requested within 30 days of delivery for eligible products.
Do you offer refunds, and how are they processed?
Yes. Refunds are processed to the original payment method after product inspection and approval.
Custom & Bespoke Rug FAQs
Do you make customized rugs?
Yes. We specialize in custom-made and bespoke rugs crafted to your size, color, pattern, and material preferences.
What is a Bespoke Rug & How Do I Place My Order?
A bespoke rug is a fully customized rug made according to your requirements. Contact our team with your design ideas, dimensions, and preferences to get started.
What is the lead time for a custom rug?
Custom rugs generally take 4–12 weeks depending on complexity, material, and size.
Can I provide my own design for a custom rug?
Returns are usually inspected and processed within a few business days after receiving the item.
What materials and techniques are available for custom rugs?
We offer:
- Wool rugs
- Cotton rugs
- Jute rugs
- Silk blends
- Hand-knotted rugs
- Hand-tufted rugs
- Flatweave rugs
Can I request a sample before finalizing my custom rug order?
Yes. Small samples or swatches can be provided at a nominal cost to help finalize colors and materials.
What is your return policy for custom rugs?
Custom-made rugs are non-returnable and non-refundable once production begins.
Rug Quality
How do I determine the quality of a rug?
Rug quality depends on:
- Material quality
- Knot density
- Craftsmanship
- Durability
- Weaving technique
What are the best materials for high-quality rugs?
Popular premium rug materials include:
- Wool
- Cotton
- Silk
- Jute
- Natural fiber blends
What is the difference between hand-knotted and machine-made rugs?
Hand-knotted rugs are artisan-crafted and highly durable, while machine-made rugs are mass-produced and generally more affordable.
How can I maintain the quality of my rug?
Vacuum regularly
Rotate periodically
Avoid prolonged sunlight exposure
Clean spills immediately
Are high-quality rugs worth the investment?
Yes. High-quality rugs offer better durability, craftsmanship, comfort, and long-term value.
How do I identify an authentic handmade rug?
Authentic handmade rugs typically have:
- Slight weaving variations
- Hand-knotted backs
- Natural material textures
- Artisan detailing
Rug Care
How should I clean my rug regularly?
Vacuum gently and regularly without using harsh brush settings.
How do I handle spills and stains on my rug?
Blot spills immediately with a clean cloth. Avoid rubbing the stain aggressively.
Can I wash my rug at home?
Small cotton rugs may be washable depending on care instructions. Professional cleaning is recommended for delicate or handmade rugs.
How often should I rotate my rug?
Rotate your rug every 3–6 months for even wear and fading prevention.
What should I do to protect my rug from sunlight?
Use curtains, blinds, or UV-protective films to reduce direct sunlight exposure.
How do I store my rug properly?
Clean and dry the rug completely
Roll the rug instead of folding
Wrap in breathable fabric
Store in a cool, dry area
Additional Services
Do you offer rug repair services?
Yes, we provide rug repair and restoration services for selected rugs.
Do you offer stain-resistant coating for rugs?
Yes, stain-protection treatments may be available for certain rug types.
Can you provide rug cleaning services?
Yes. Professional rug cleaning services are available upon request.
Do you offer rug appraisals?
Yes, rug evaluation and appraisal services may be provided for premium handmade rugs.
Can I get a custom rug pad made?
Yes. Custom rug pads are available according to your rug size and requirements.
Do you provide installation services for large rugs?
Yes. Our professional team can assist with placement and installation for oversized rugs where available.