FAQ – Rugs & Beyond

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I am not sure if i can buy Rugs online without touching and feeling the same. Please help.

Buying a rug online can surely be a daunting task since it involves a bit of investment. We assist our customers in every possible way to make the entire process seamless. If you like a particular rug, and would like to see additional photos of the same, please email us at contact@rugsandbeyond.com with the link of the rug and any more information that you might require. Additionally, we can also schedule a video call if you would like to see the rug in Real time.

I like this particular rug, but it is out of stock on your website. When will it be in stock?

All our rugs are one of a kind which is why each piece is exclusive. It is unlikely that we shall get the exact same rug back in stock anytime soon since it takes minimum 4-6 months for our weavers to make a single rug by hand. However, please check back with us with the link or SKU of the rug and we can surely find a similar rug for you from our huge inventory of fine rugs and carpets.

Is it advisable to buy artificial silk carpets?

Many of the customers are unable to differentiate between pure and artificial silk due to which they are cheated and end up paying much more .We at YAK educate our customers and there is no pressure for buying unlike in other stores. Moreover buying artificial silk can prove to be very hazardous as it catches fire easily, thereby endangering your life. Also pure silk is better in quality and more durable.

Is it advisable to buy Machine Made Carpets?

We are a handmade rug company and don't really recommend buying machine made due to a number of reasons. Machine made rugs are not long-lasting, they start smelling after sometime due to polypropylene and chemicals used in it. Moreover, the craftsmanship you can find in handmade rugs is unparalleled and cannot be found in machine made rugs. Lastly, machine made rugs are not washable.

How do I know that the products are authentic?

All our products displayed online are 100% authentic. Most of our wool rugs are made of blended New Zealand wool and top quality Indian wool and as far as silk rugs are concerned, our silk is from China. Please watch our video on YouTube in order to distinguish between pure and artificial silk. We also provide a "Certificate of Authenticity" along with each order, stating all details.

Are the colors accurate as shown in the picture?

While we have made every effort to get our products clicked in the highest resolution and strive to provide the most accurate images of our products, there could be a slight difference in the website images and real rug due to slight variation in different monitors or screen display. However, please do not hesitate to request for additional photos or videos of any rug you like before placing an order.

What if I'm not sure about the size/design of the rug I want to buy?

In case you are not sure about the size or design of the rug you would like to buy, please email us at contact@rugsandbeyond.com and our team shall make every effort to understand your requirements. Once you are sure, you can browse through our online collection as per your requirement and place an order. We can also email you options as per your rug specifications.

Why are our prices lesser than those of other places?

Since we manufacture our own rugs and carpets and our pieces are directly from the Source, our prices are much less than those of other stores. Moreover, all our rugs are "one of a Kind" and most likely such rugs will not be available elsewhere since each piece is handcrafted by our Master Weavers and is One of a Kind.

Do you undertake Custom orders for rugs?

Yes, we do undertake custom orders for rugs as per clients specifications. We take orders for a single rug or more. There is no Minimum order quantity.

How does the process work?

Once we decide on the colors, design, pattern, size and material of the rug to be made, we shall send you a CAD design of the rug. Upon your approval, we shall begin manufacturing your rug while keeping you updated on its progress from time to time till its ready.

Can you send us a sample for quality purposes before placing a Custom order rug?

Yes, we can send you a sample for quality purposes to touch and feel the quality of a rug before undertaking a custom order. If you would like a sample to be made as per your design and colors, we can do that as well. Please contact us for more information about Custom order rugs.

Can I order a Custom Rug as per any existing rug on your website?

Absolutely. If you like a particular rug and would like us to make the same as per the size you require, we can surely make the same for you. Since all our rugs are handmade, there could be a slight difference in colors and pattern. However, before we begin manufacturing your order, we shall send you a CAD design for approval and the rug will be made exactly as the approved CAD design.

Can I cancel my order once placed?

Yes, your order can be cancelled after placing the same but before it is dispatched. Once your order is dispatched, it will not be possible to cancel it. Any change in order or cancellation is possible before we ship your order. Please contact us at contact@rugsandbeyond.com for any changes or cancellations.

Do you accept Returns and Exchanges?

Although we have a 100% customer satisfaction rate, however, due to any reason, if you would like to return your purchase, please contact us at contact@rugsandbeyond.com. We do not offer refund once the order has been dispatched. We shall be able to exchange your product within 14 days from order received, however the cost of shipping the product back to us and any duties/ taxes involved have to be borne by the customer.

What if my Rug was damaged during transit?

Each of our rug goes through strict quality checks before it is dispatched. However, in case the rug is damaged in transit, we request you to share with us the pictures of the damaged part, as soon as you receive the rug, at contact@rugsandbeyond.com, along with your order ID. After receiving your email we will ensure resolution within 1 working day.

How do I make a purchase?

There are several ways of purchasing products through us. You can browse through our online collection on our secure website and purchase your favorite one using a debit/credit card/PayPal by clicking on "Add to cart". Alternatively, you can also wire transfer to our bank (please view bank details under "Payment options". In case you would like something specific, please send the details (color, type, size etc) to our email (contact@rugsandbeyond.com) and we shall send you related photos of the same. Lastly, you are more than welcome to visit us at our warehouse. (See "Contact us" for our physical address).

What payment methods do you accept?

We accept all major debit and credit cards- MasterCard, VISA, American Express. Our prices are in US Dollars and will be charged to you in the same currency (US$), irrespective of your geographical location. Your credit card will be billed and will appear on your credit card statement as "www.rugsandbeyond.com". Alternatively, you could also make the payment through a cashier's cheque/ wire transfer/PayPal. Please see the "Payment options" section in order to know more.

Is it safe to use my credit card online?

All of our payments are processed through our highly trusted and industry's top payment gateway provider CCAvenue. CCAvenue, our backend and our hosting partners use SSL (Secure Sockets Layer) encryption to protect your purchase information. SSL enables encryption (scrambling) of sensitive information during your online transactions.

I tried placing an order, however my card was not accepted for some reason. Why is that?

You can place an order using your Debit/Credit Card or Paypal in a very secure manner. Under rare circumstances, you might have to get in touch with your bank/ credit card company giving them a heads up regarding your order, just for security reasons for placing an International order, after which you can securely place an order on our website without any hassle.

How much do you charge for Shipping?

We do not charge any shipping from our customers. We offer Free Shipping Worldwide.

When will my order be shipped?

All our rugs that are in stock are shipped within 48-72 hours from the time of order placed. Each rug is thoroughly inspected and we ensure that it is dispatched in the most perfect, yet safe manner via our logistic partners- Fedex, UPS or DHL depending upon your location.

When will my order arrive?

Your order will be home delivered within 7-10 days from the time your order was dispatched.

Where do you provide home delivery services?

We provide delivery services at your doorstep to any country in the world using our logistic partners Fed Ex, UPS, DHL. It takes about 7-10 days from the day it is dispatched. All goods are insured till the time they are delivered to you at your doorstep.

What kind of packaging will you ship my carpets in?

We will be sending your rugs in the most secured possible way. Usually, we fold or roll the carpet depending on the weight. We double wrap it in sheer plastic to prevent any damage. Furthermore, we place the wrapped rug in thick jute which is professionally sewn by our experts after which your rugs are dispatched in the form of a bail.

How can I track my order?

Once your order is complete and your products have been dispatched, we shall email you the tracking number of your order to track the progress of your shipment via FEDEX, UPS or DHL. Alternatively, we shall keep you informed about your shipment till it reaches you within 7-10 days.

Can I change my shipping address after my order has been dispatched?

Unfortunately, once your products have been dispatched, it would not be possible to change the shipping address. Hence, please ensure to provide accurate shipping information-name, street, apartment number, zip code, phone number etc.

How much duties and taxes will I have to pay?

For India Customers: Listed prices are final and tax included.

For International Customers: Taxes and Duties such as VAT, GST(if any) are calculated according to your shipping destination and are borne by the customer which will have to be paid to FedEx/UPS at the time of delivery of goods. Please read "Duties and Taxes" under Customer Service-Shipping and Delivery. As the recipient, you are liable for all import duties, customs and local taxes levied by the country you are shipping to; payment of these is necessary to release from customs on arrival. For more queries, please write to us at: contact@rugsandbeyond.com

Are there any Hidden Charges?

Rugs and Beyond offers free shipping worldwide to its customers while duties, taxes etc., if any are to be borne by the customers themselves which the shipping company shall directly charge to its customers.

Are my carpets insured?

Till the product is not delivered to your doorstep, it is our responsibility and yes, your carpets are insured against theft and accidental damage. However, right after your product is delivered, the responsibility of the merchandise passes on to you.

Do you undertake washing and repair?

Yes we do undertake washing and repair. All of them are hand washed by our team of experts with special elements meant for carpet cleaning .Never give your carpets for dry cleaning but only to professional carpet cleaners.

How do I take care of my Rug on a daily basis?

For regular maintenance, vacuuming a rug once a week in the direction of the pile of the rug would be enough. Also, do not put your rug under direct sunlight as it will allow the colors to fade.

I spilled a glass of wine on my Rug or my pet has ruined my rug, what do I do?

For any liquid spills on your rug, immediately take a damp cloth and wipe off the liquid to avoid stains. One can also leave the rug under the shade of the sun to dry it out. For cleaning, only give your rug to professional Rug cleaners and not just any dry-cleaner.

Do I need to set up an account to place an order?

Yes, in order to make a purchase, please click on "Login" and create your unique user name and password after which you can make any purchase on our e-store. Alternatively, you can also purchase our rugs online as a guest user.

If I've forgotten my password, what should I do?

In case you have forgotten your password, please type in your email address and click on "forgot password". You will receive an email with steps to create a new password in order to login on to our website.

Is my personal information kept private?

We would like to extend the following information to assure you that we respect your privacy while visiting our website. YAK will not sell or rent your personal information to third parties for marketing purposes without your explicit consent.

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