FAQ

General

Every East India Rug Company rug is thoughtfully handcrafted by skilled artisans using traditional weaving techniques and premium natural materials. Each piece reflects exceptional craftsmanship, timeless design, and the rich heritage of handmade rug making.

Yes. All our rugs are hand-knotted, handwoven or handloomed and braided by experienced artisans. Due to their handmade nature, no two rugs are exactly alike, making each piece truly unique.

Our rugs are handcrafted by artisan weaving communities in India, a region renowned worldwide for its centuries-old rug-making traditions.

We make every effort to accurately display our products. However, slight variations in colour may occur due to screen settings, photography, lighting, and the handmade nature of our rugs.

Handcrafted with care by skilled artisans, each rug possesses its own unique character. Natural variations in size, colour, texture, finish, and dye lot are an inherent expression of the handmade process, celebrating the beauty of artisanal craftsmanship. These subtle distinctions ensure that every rug is a truly individual piece, rich in authenticity and designed to be treasured for years to come.

Choosing Your Rug

As a general guideline, larger rugs help create a more balanced and cohesive space. We recommend reviewing our Rug Size Guide before purchasing. When in doubt, choosing a larger size often delivers the best visual result.

Absolutely. Our team can assist with selecting the ideal rug based on your room dimensions, interior style, colour palette, and lifestyle needs. Simply send us photographs and measurements of your space.

The ideal material depends on your lifestyle and intended use:

Wool: Durable, soft, naturally resilient, and suitable for most living spaces.

Jute: Textured, organic, and perfect for relaxed interiors.

Silk and Bamboo Silk: Luxurious with a beautiful sheen, ideal for low-traffic spaces.

Cotton: Lightweight and versatile.

PET: Durable and suitable for high-traffic or indoor and undercover outdoor areas.

Olefin: Crafted from durable olefin fibre, these rugs are stain-resistant, fade-resistant, moisture-resistant, and easy to maintain, making them an ideal choice for busy indoor and outdoor living spaces.

Custom & Bespoke Rugs

Yes. We specialise in bespoke rugs and can customise designs, colours, sizes, shapes, and materials to suit your project requirements.

Certainly. Many of our existing collections can be customised in alternative sizes, colours, or proportions.

Production timelines vary depending on the size, construction, and complexity of the design. Our team will provide an estimated lead time when your order is confirmed. Handmade bespoke rugs generally require minimum 18 weeks to delivery.

Yes. Material samples, colour poms, and strike-offs may be available for custom projects and larger orders.

Orders & Shipping

Yes. We offer worldwide shipping. Shipping costs and delivery times vary depending on your location.

Delivery times vary depending on whether the rug is in stock or custom-made. Once your order has been dispatched, tracking information will be provided.

Estimated Delivery Times

Location

Estimated Delivery

Metro Brisbane

2–3 Business Days

Metro Sydney

2–5 Business Days

Metro Melbourne

2–6 Business Days

Metro Canberra

2–6 Business Days

Metro Adelaide

2–6 Business Days

Regional Victoria

6–8 Business Days

Metro Perth

12–16 Business Days

Northern Territory

12–18 Business Days

Regional Australia & All Other Areas

14–20 Business Days

Please note that delivery timeframes are estimates only and may vary during peak periods, public holidays, severe weather events, or for remote locations.

For customers seeking a premium delivery experience, East India Rug Company offers a White Glove Delivery Service for selected locations.

This service may include delivery to your room of choice, unpacking, placement of your rug, and removal of packaging materials, depending on your location and the service selected.

As White Glove Delivery is quoted individually based on your delivery location, rug size, and service requirements, please contact our Customer Service team for a personalised quotation.

Our team will be happy to discuss the available options and arrange the most suitable delivery solution for your order.

Once your order has been placed, you will receive an order confirmation email detailing your purchase and shipping information.

Yes. Tracking details will be emailed to you once your order has been dispatched.

Returns & Exchanges

At East India Rug Company, we want you to be completely satisfied with your purchase. If you wish to return a rug, please contact our Customer Service team within the applicable return period to obtain return approval before sending the item back.

Approved returns are subject to the following conditions:

  • A 25% restocking fee will apply to all change-of-mind returns.
  • The customer is responsible for all return freight costs. Original shipping charges are non-refundable.
  • The rug must be returned in its original packaging, unused, undamaged, and in its original saleable condition.
  • Returns that are received without the original packaging, or that show signs of use, damage, staining, odours, or alteration, may not be accepted or may incur additional charges.
  • Once the returned rug has been received and inspected, any applicable refund will be processed less the 25% restocking fee and all shipping charges.

Please note that custom-made, made-to-order, clearance, or final sale items cannot be returned unless they are deemed faulty under Australian Consumer Law.

This policy does not affect your rights under the Australian Consumer Law in relation to products that are faulty, damaged, or not as described.

Please inspect your rug upon delivery. If your order arrives damaged, please contact us within 48 hours and provide photographs so our team can assist you promptly.

Trade & Design Professionals

Yes. We regularly collaborate with interior designers, architects, stylists, and hospitality professionals on residential and commercial projects.

Yes. Approved trade professionals may apply for a Trade Account to access exclusive pricing and project support.

Absolutely. We have extensive experience supplying bespoke rugs for hospitality, commercial, retail, and residential developments.

Rug Care & Maintenance

Some shedding is normal, particularly with new wool rugs. This is a natural characteristic and will gradually diminish over time with regular use and vacuuming.

Vacuum regularly using suction only. Avoid rotating brush heads or beater bars, particularly on hand-knotted and natural fibre rugs, as they may damage fibres.

Act immediately. Blot spills gently using a clean, absorbent cloth. Do not rub the stain, as this may push it deeper into the fibres. For stubborn stains, we recommend consulting a professional rug cleaner.

Yes. We strongly recommend using a quality rug underlay to prevent slipping, improve comfort, protect flooring, and extend the life of your rug.

We recommend rotating your rug every three to six months to ensure even wear and minimise fading from sunlight exposure.

Prolonged exposure to direct sunlight may cause colours to fade over time. We recommend rotating your rug regularly and using window coverings where possible.