FREQUENTLY ASKED QUESTIONS


General informations about rugs



How often should I wash my rug ?

It is usually recommended that you cleaning a rug two times a weeks with a broom or vacuum cleaner. Once or twice a year you can give it to professional cleaners to do a deep and thorough washing.


What should I do if my rug gets stained?

First of all try to absorb the stain with a lightly damp cloth or sponge. There are a number of methods to get rid of stains, depending on the typology of stain. For best results you can visit our: rugs cleaning tips.


Why do rugs have different pile thickness?

Depending on the quality of the rug they have different thicknesses. It does not necessarily mean that a thicker rug is better. Some very fine rugs have a very thin pile due to the high quality of the wool and high density of the knots. Other times there are Shaggy rugs that purposely have very thick piles to emphasize the softnes


Why does my rug have some fold marks?

When we ship a large rug we usually fold it to reduce the size so that the shipping company will accept the delivery of the parcel. Once you open your rug and lay it out, on the floor, the creases will eventually disappear without any further intervention. The normal usage and walking on the rug will flatten the creases and make them disappear.


Is it necessary to put an underlay or under padding?

It is not strictly necessary. If the rug is genuine and strong it is absolutely not necessary and it will not affect the durability. If the rug is soft and light it is usually recommended, only to prevent slipping.


How come some rugs have fringes and some don’t?

Hand made rugs are artistic artefacts. Small imperfections testify that the rug is totally made by hand. Actually these imperfections give to the rugs a more natural and characteristic look. Even in modern mechanical rugs sometimes these imperfections are artificially recreated to give the rug a more natural look feel.


Why does my rug have some small imperfections?

Hand maderugs are artistic artefacts. Small imperfections testify that the rug is totally made by hand. Actually these imperfections give to the rugs a more natural and characteristic look. Even in modern mechanical rugs sometimes these imperfections are artificially recreated to give the rug a more natural look and feel.

How come the colours on my rug are not even and sometimes have slightly varying shades?

These shades are called ABRUSH and they depend on the varying degrees with which the threads have been dyed. Specially in Nomadic Rugs and in many hand woven oriental rugs the wool, silk or cotton are dyed in open vats. Due to the traditional method of dyeing the colour are not applied evenly on the threads and you can get this varying shades effects. In modern rugs this effect is even recreated purposely because it gives a much more natural look and makes the rug more beautiful.

Other times this effect comes about in antique rugs for the same reason as with ageing wood in antique furniture. The wool changes colour and nuances develop over long periods of time.


I have just bought a rug but when I received it, I noticed the colour was slightly different from the photo on the website. How come?

We do our best for give you the best professional with high resolution photos of the rugs. We use the best equipment with state of the art technology and Swiss made lights and latest model cameras. We don’t manipulate or try to enhance the photos on Photoshop and we just use it to clip the photos to the correct size for viewing. Nevertheless each time you view a photo on a computer the colours change depending on the type of screen you are using and the colour settings (saturation, temperature, brightness, contrast etc. etc.) of each monitor.


Purchasing


I can purchase a rug directly, do you maybe have a store or a shoowroom?

Our company is based in Milan since 1963 at the moment we do not have any store, we sellonline rugs all over Europe in our online shop on internet. This website is actually the only way for direct sales at wholesale prices to the general public. Nevertheless if you are interested in any important rug you are free to call us to fix an appointment for visit our warehouse, where you can see thousands of different rugs.


Do you have a catalogue for your rugs?

No, we don’t have any catalogue,  all our rugs can be viewed on our online web site. Furthermore, our collection is continuously expanding and having all our rugs on the website is the easiest way for us, to keep our customers as much up-to-date as possible, supplying lots of new information more accurately.


How do I search and purchase a rug on your web site?

That’s very easy. You can use the menu on the left-hand side of the home page, which classifies rugs depending on quality, or the user-friendly filters, which allow you to select only the rug you are looking for. Once you have found the rug you were looking for, simply place it in your shopping basket and then follow the step-by-step instructions to purchase the product. You can choose the payment method you prefer following the instructions supplied.


Can I borrow a rug to see if it fits in my home?

Unfortunately, it is not possible to borrow a rug, but you have the opportunity to purchase a rug and try it at home. You have the possibility to return your rug in case you don’t like it, within 30 days, only paying the return shipping costs.


Payments and security


How secure are the transactions on your web site?

The transactions on our web site are very secure. All payments are made on a safe encrypted connection to guarantee the maximum security and to protect and prevent our clients from fraud. All payments are done through PayPal system, which delivers higher security. You also have the opportunity to pay by bank transfer.


Orders


How can I view my orders?

Once you purchase, our customer service will send you the tacking number, with which you can track the progress of your shipment directly from the website of FedEx. For any question or verification, please contact our customer service.


How can I change my order?

If you want to change your order, send us an e-mail at support@carpeteden.com and tell us which rug you would like, instead of the one ordered. Please bear in mind that we can only change orders that have not been sent out. Please do not hesitate to contact our customer servicefor any further information about your orders.


Shipping and deliveries


How much does the shipping cost?

Shipping is always free in EU, regardless of how many rugs you purchase.

How long does the shipping take?

The normal delivery time may vary from 24 hours to 5 business days within the EU.


Do I need to be at home for receive my rug?

Yes, you or someone needs to be at your home when the delivery arrives. However, if delivering to your home is inconvenient, you can contact FedEx or our customer service for further information about the delivery-time or change to another address.


Returned rugs


Can I return rugs if I don’t like it?

Yes, you can! You have a 30 day money back guarantee policy. We will charge you for the return shipping costs. To find more about this please see our Terms and Conditions.


How do I make a return of a rug?

To make a return you have to personally contact our customer service either by e-mail at support@carpeteden.com or by phone +39 02 84943934 and let us know that you want to make a return. We will then send you all the instructions on how to proceed with the return.


What do I have to do if my rug is damaged on arrival?

If your rug is damaged on arrival we kindly ask you to contact the courier customer service and report the damage to them. Then let us know immediately by contacting our customer service at support@carpeteden.com or by phone +39 02 8494 3934.


How do you package the rugs?

All our rugs are rolled and then packed inside a thick plastic wrapping. Each end is then sealed to prevent any damage during transportation. Furthermore, we use transparent plastic wrappings to allow you to see your rug as soon as you receive it.


Rugs information


How do I distinguish between hand woven rugs and machine made rugs?

We offer both kinds of rugs, generally hand knotted  or hand woven rugs are a little more expensive.Hand woven oriental rugsormodern rugs are more soft and pliable. The warp and weft are usually a little uneven whereas mechanical rugshave a more ’perfect’ and rigid back. As mentioned before hand woven and hand knotted rugs present small imperfections that testify to the artisanship of the product and truly make them one of a kind.


Who will guarantee that the rug I am buying is truly hand made?

We offer full guarantee with full return and refund policy if you are not satisfied. No questions asked. You are free to show the rugs to any expert or professional appraiser to check the quality of each rug.


I have floor heating in my house. Can I decorate my living room with a rug?

In this case we recommend ageniune woolen hand woven / hand knotted rugs with cotton or wool warp and weft. These natural fibers will not be affected. Other mechanical rugs made with artificial fibers could get warped over time.


I need to put a rugs in the foyer in front of the entrance door of my house. Which kind of rugs do you suggest?

We recommend you a rug with a slightly thicker pile may be better for such a situation. In any case a high density of knots rug will not be affected from the high density of traffic of this area. Nomadic rugs do a great job because of they durability.


I have to put a rugs under a large and heavy dining  table. Will it get ruined?

Good quality rugs will not be affected. If you want to be extra careful we recommend that you interpose small round (preferably tranparent) plastic or wooden cylinders under the legs of the table so that the weight will be distributed over a slightly wider area.


How can I prevent my rugs from being damaged by moths?

With the normal daily usage rugs will never be attacked by moths. Usually rugs that are stored away and rolled in dark cupboards where there is no lighting can get damaged this way. But rugs that are walked on daily and are lying flat on the floor should not have any problem. If you want to store a rug away, we suggest to apply a moth repellant product before folding.