Questions, answered plainly.

Choose a rug, pick its size and add it to your cart. Checkout is secure, and an order confirmation is sent to your email. If you would rather talk it through first, write to support@loomliving.in or call +91 70379 19944.

No. We do not offer cash on delivery. Payment is taken online at checkout.

Yes, by writing to support@loomliving.in. A ready-to-ship rug can be cancelled for a full refund until it is dispatched. A made-to-order rug can be cancelled for a full refund of the deposit until we confirm that production has started; after that the deposit is non-refundable. The details are in our return and refund policy.

Yes. Delivery is free across India on every order.

Ready-to-ship rugs are dispatched within 1 to 3 business days and arrive 5 to 7 business days after dispatch. Made-to-order and bespoke rugs take up to 90 days, because each one is woven for you.

Not yet. We currently ship to every pincode across India, free of charge.

Every rug is rolled, never folded, for the journey to you, so the pile and the weave are not creased.

Yes, within 7 days of delivery. You are welcome to try the rug at home, as long as it stays clean, undamaged and odour-free and is rolled up again for its journey back. For a change of mind, the return freight is paid by you.

Made-to-order and bespoke rugs, items in our Sale or clearance, and Loom Exclusives are final sale, so they cannot be returned for a change of mind. Damage or an incorrect item is still covered: see the next question.

Tell us within 72 hours of delivery, with photographs of the rug and its packaging, at support@loomliving.in. We will put it right and cover the freight.

Email support@loomliving.in within 7 days of delivery with your order number, and we will guide you through the next steps. The full terms are in our return and refund policy.

Some rugs are woven only once someone is waiting for them. Made-to-order rugs take up to 90 days to reach you, and the time is the point: it lets a rug be woven for your room and not for a shelf.

You tell us about the room through the enquiry form. We develop the design and palette with you and share them for your approval before anything is woven. A 50% deposit confirms the order and starts production, and the balance is due before dispatch. Read more about commissioning a rug.

Yes. A sketch, a photograph, a fabric swatch or a moodboard is enough to begin. We match colours as closely as hand-dyeing allows and confirm the palette with you before weaving begins.

It is refunded in full until we confirm that production has started. After that it is non-refundable, because the rug is being made for you alone.

Our collections are built on natural fibres: wool, cotton, jute and sisal. Each product page names the fibre, weave and construction of that rug.

A hand-knotted rug is tied knot by knot on a loom, and is the most durable. A hand-tufted rug has yarn pushed through stretched cloth with a tufting gun, then finished by hand, for a plush feel at a more accessible price. A flatweave or dhurrie is woven flat, over and under, with no pile, so it is light and often reversible. See how each is made.

Vacuum it gently and regularly, rotate it every few months so wear and sunlight fall evenly, and keep it out of long hours of strong direct sun. Our care and cleaning guide has more.

Act quickly: blot the spill with a clean, dry cloth, working from the edge inwards. Do not rub, and do not soak the rug. For anything stubborn, use a specialist rug cleaner rather than a household one.

Yes. Hand-knotted and flatweave rugs are made entirely by hand. Hand-tufted rugs are made with a tufting gun that a person guides, and the pile is finished by hand. Each product page says which construction a rug is.

Handwork means small variations. Finished dimensions can differ from the stated size by up to 3%, and hand-spun wool takes dye a shade differently from one batch to the next. Screens also show colour differently, so a rug can look a little warmer or cooler in your room.

No. Slight variation in knots, colour and dimensions is the signature of handwork. A real fault, such as the weave coming apart, is different, and we want to hear about it at support@loomliving.in.

By a family workshop that has been making rugs since 1925. The story of the craft is on its own page.

Email support@loomliving.in or call +91 70379 19944. For a bespoke rug, use the enquiry form on the bespoke page.

Not at present. Loom & Living is online-only. If you would like to know more about a rug before you buy, write to us.

Shipping policy, return and refund policy, terms of service and privacy policy.