If tracking information is available, it will be shared with you once your order has been dispatched. If you have not received tracking details or need help with an existing order, please contact customer support and provide your order number.

Delivery availability may depend on the destination and product. Please confirm your delivery PIN code or address with our team before placing an order if you are unsure whether delivery is available.

Any applicable shipping or delivery charges should be displayed during checkout or confirmed by our team before your order is finalised. Charges may vary by destination, order and delivery service.

Please keep the packaging and take clear photographs of the package and the product. Contact us as soon as possible with your order number and photographs so our team can review the issue and advise you on the next steps.

Choose the rug you like, review the product details and available options, add it to your cart, and follow the checkout instructions. If you need help choosing a product or size, contact our team before ordering.

Available payment methods are shown during checkout. Please use only the payment options displayed on the official Rugs By Hand website or confirmed by our authorised team.

Order changes or cancellations depend on the order's processing and production status. Contact us as soon as possible with your order number. We will confirm whether a change or cancellation can be accommodated.

Return eligibility and timelines depend on the product and the applicable Rugs By Hand policy. Please review the official return policy before ordering or contact our team to confirm the conditions that apply to your item.

Contact customer support with your order number, the reason for your request and clear photographs if the item is damaged or incorrect. Our team will explain the next steps in line with the applicable policy.

Customisation options may be available for selected rugs. Share your required dimensions, preferred colours, design references and intended use with our team so we can confirm the available options and provide a quotation.

Some designs may offer custom colour or design options. Availability, production time and pricing will depend on the requirements. Please contact us with your reference images and specifications.

Care instructions depend on the rug's material, construction and finish. Check the product-specific care guidance first. For delicate, handmade or natural-fibre rugs, consult a professional rug cleaner before using liquids or cleaning products.

Some handmade rugs, particularly those made with natural fibres, may shed loose fibres initially. Follow the care instructions for your specific rug and avoid aggressive brushing. Contact us if shedding appears excessive or unusual.

Product images are intended to represent the rug as accurately as possible. Colours and texture may appear slightly different depending on lighting, photography and your screen settings. Handmade products can also have individual variations.

Please check the product page for available material, construction, dimensions and other specifications. If you need additional details before purchasing, contact our team and include the product name or link.