Our manufacturers have strict quality control procedures prior to packaging, but in the unlikely event that you do discover a fault or damage it is important that you let us know immediately so we can act swiftly to resolve any issues. Please take pictures of the affected area and email firstname.lastname@example.org or email@example.com and we will advise on the options for a swift resolution to the problem.
Many of our rugs are handmade and there can occasionally be settlement of the pile during transit resulting in tufts protruding from the surface of the rug which can be easily trimmed level. It is important that you do not pull these yarns as this can cause extensive damage to the backing and will result in further pile loss.
Your new rug may shed yarns during use and it is important to follow our tips and advice on hoovering and maintenance on our Rug Care page.