FAQ – Ruggids

Frequently Asked Questions

If your question isn't listed below, please contact us!

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.

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.

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.

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.