Frequently Asked Questions
If your question Isn't listed below, please contact us!
General
- We use high-quality commercial-grade 100% Acrylic yarn to make our tufted rugs.
- We use commercial-grade monks cloth to tuft on which is made of a polyester cotton blend fabric.
- Each rug comes with non-slip backing made of polyester fibre felt with silicone dots. This is to prevent the rug from sliding around on any surface.
- We advise keeping the rugs away from any high foot traffic areas. This is to ensure your rug will remain clean and soft over time.
- If you're a business with high foot traffic, consider wall-mounting your rug!
- We have a 14-day return policy, which means you have 14 days after receiving your item to request a return, as long as it remains in perfect condition. Check our refund policy for more information. You can begin the return process by sending an email to hello@ruggids.com.
- Due to their personalised nature, we do not offer refunds on custom orders, unless they have a serious fault. Further details can be found in the refund policy, as well as the agreement terms when you submit your custom order.
Maintenence
- You can vacuum your tufted rug to remove loose dirt, debris, or loose fibres. Lint rollers are also great for removing hairs and dust.
- It's normal for tufted rugs to shed at first as the fibres settle in. With regular vacuuming and good care, this will gradually lessen.
- If you notice a single loose strand, don't worry about it! Rather than plucking it, we recommend trimming it carefully with scissors to keep your rug looking its best.
- All rugs are hand clean and spot clean only.
- If you do need to spot clean the rug, use a clean cloth and a mild soap solution, then gently dab the affected area. Do not scrub as this could damage the fibres.
- Avoid keeping the rug in a place that has a lot of moisture, such as a bathroom, as the rug isn't absorbent.
- Never machine wash the rug, as this will ruin it!
Custom Orders
- To order your own custom tufted rug, fill out our custom order form here!
- Please be aware that we reserve the right to turn down a custom order for any reason. While we will attempt to accommodate all requests, please note that we will not create political, religious, or NSFW custom orders.
- Due to a high volume of custom orders, production of your personalised rug may take up to 6 weeks (after the 50% upfront cost is paid).
- Once your rug has been completed, and the remaining 50% is paid, standard delivery times will apply. We'll give you a tracking number so you can keep an eye on your rug!
- Check our pricing page for the most up-to-date information on our custom order pricing.
- Please note that design changes after production has begun may result in additional costs and/or timeline adjustments.
- You will also be responsible for any additional delivery costs, including customs or taxes, if applicable.