Rug emergencies do exist! If a sudden need presents itself, we are here for you. Our customer service is open Monday-Friday, 10am-4pm CT. The most direct way to reach us is via email. If you prefer to leave a voicemail, you can do so at 205-244-1933 and someone will return your call within business hours.
First, if you have a need to consider shipping or returns, you likely ordered a rug from us. Which means we owe you a ‘thank you!’ Nothing makes us happier than a happy rug-loving client. We promise to do our very best to not only deliver these amazing fiber works of art but to also deliver an amazing customer experience. That said, here are some things you might want to know….
SHOP POLICIES AND FAQ
How much is shipping?
Ground shipping is complimentary.
When will my rug be shipped?
Once your payment has been received, it takes 5-7 business days for our showroom to process your order and securely package your rug. Ground shipping with in the US typically takes 3-5 business days, excluding holidays.
Do you ship internationally?
Yes! To get started, add your desired rug(s) to your shopping bag, checkout and enter your international address. Click ‘Place Order’ and we’ll be in touch to collect your payment details and discuss the best shipping method.
Do you offer expedited shipping?
Yes! We can almost always accommodate an overnight order placed before noon in the continental U.S. Purchase your rug(s) on our website and let us know in the notes section that you’d like expedited shipping and we’ll follow up with an email.
What is your return policy?
King’s House accepts returns within 5 business days of delivery as long as the rug is in its original condition upon return to our Showroom.
How to initiate a return:
- Reply to your original order email to let us know which rug(s) are being returned. (or email us if you can’t find your order!)
- Let us know the reason for the return
- We’ll reply with your shipping label and instructions on how to package your rug to ensure that it makes it back to our showroom looking just as good as when it was delivered. (Hint: it’s easiest if you keep your original packaging material!)
When we receive your returned rug(s), we’ll refund you the full cost of the rug using the original form of payment. You should expect to see your refund within four weeks of giving your package to the return shipper, however, in many cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5-10 business days), the time it takes us to process your return once we receive it (3-5 business days) and the time it takes your bank to process our refund request (5-10 business days).
We do not accept returns after the 5 day complimentary return window.
Do you sell rug pads?
The King’s House Atelier can cut a custom cushy felt custom cut rug pad specifically for your rug. Through June 30th, 2018 we are happy to offer complimentary custom-cut rug pads with the delivery of your final purchase.
I think my rug was damaged during shipping.
Postal carriers can sometimes make mistakes. If you believe that the package was damaged during shipping, contact us immediately (within 24 hours of delivery) and we will work with you to quickly resolve the issue.
Can I cancel my order?
You may cancel your order any time up to shipment. Just email us with your order number.
Do you have any rugs that aren’t online?
Absolutely, there are hundreds of rugs in our ever-expanding collection, growing exponentially with each Spring, Summer and Fall sourcing trip to Central Anatolia and Morocco. We add rugs to our online shop and our instagram weekly and our Quarterly Newsletter gives a first glimpse of our latest arrivals before they become available online. Sign up here.
We love working directly with our Designers and Clients, and we are always happy to curate a custom selection of rugs via email just for you based on your tastes and specifications. Send us an email to get started.
The rug I was interested in sold. Can I order it?
Absolutely! The incredible artisans in our Central Anatolian Weaveries can recreate any rug with incredible precision, matching dyes with perfection and even achieving the same patina as any antique, vintage or modern heirloom rug. Read more about the incredible custom commissioned rug process and get started here.
Additionally, we can use any rug as a starting point in designing something entirely unique to you, your Client, your project.
I see a rug I like, but its the wrong size.
No problem! This is a common request. We are able to create custom commissioned rugs entirely to your specifications. We can use any vintage, antique or modern heirloom rug as inspiration, and our Central Anatolian Weaveries will create it entirely for you in 3-6 months and the price is comparable or often even less than the inspiration rug you’re eyeing in our shop. Additionally, our in-shop restoration expert, Ali, has been known to remove borders or even cut rugs in half ( two bedside rugs!) — all in the quest to get the perfect size. Read more about the incredible custom commissioned rug process and get started here.
I see a rug I like, but I’m interested in changing the color.
It is important to find the perfect color to complete (or start!) a room. We will work closely with you and our Weaveries in Central Anatolia to redesign and masterfully recreate any antique, vintage or modern heirloom rug. Whether modifying size, pattern/motifs or color, this is a thrilling process that you can read more about here.
We are happy to work with you and our Central Anatolian Weaveries to redesign any antique, vintage or modern heirloom rug.
I want to design my own rug!
Wonderful! We like you already. We’ve worked with designers to make rugs of all shapes and sizes with inspirations ranging from rare antique rugs to wallpaper and even modern art. Read more about our thrilling custom rug process and get started here.
How should I spot clean my rug?
Fortunately, the natural oils present in the fibers make them quite stain resistant. If staining does occur, use a dry cloth to blot up liquid stains. If necessary, use a small amounts of cool water or club soda. Thou shalt never steam clean or use harsh chemicals on your rugs. These strip the fibers of their natural oils, make the wool stiff and brittle and can cause dye bleeding that is irreversible. Have a particularly unsavory mess? Contact us for professional cleaning.
How do I care for my rug?
Using the tallest height setting, vacuum the top of your rug once a week and the underside once a month. For even wear, rotate your rug once a year. This way the track patterns will wear evenly and any sun fading will occur evenly, contributing to the value of your rug.
How often should I have my rug professionally cleaned?
A quality rug can outlast the tests of time when properly cared for and cleaned every 1-5 years by certified rug professionals, removing the buildup of sediment that would break down the fibers in the rug over time. Our rug cleaning process is fully customized to your rug, its fiber, age and cleaning needs. We offer both dry cleaning and full immersion.
Do you offer professional cleaning?
Yes! A quality rug can outlast the tests of time when properly cared for and cleaned every 1-5 years by certified rug professionals, removing the buildup of sediment that would break down the fibers in the rug over time. Our rug cleaning process is fully customized to your rug, its fiber, age and cleaning needs. We offer both dry cleaning and full immersion. Live in Birmingham, AL and surrounding areas? We’re happy to arrange a complimentary pickup. Live elsewhere? We’ll provide the packaging and help you arrange shipping & the return of your rug. For more information on this process, read all about our professional cleaning.
I’m a Design Professional, is there a To the Trade program? How can I set up an account?
Fill out our trade application, and we look forward to working with you.
Do you offer USPAP certified appraisals?
Yes! Read more about our appraisals here.
What is your trade-in policy?
If at any point you would like to upgrade to another rug you are welcome to trade in your antique King’s House rug for credit towards another piece at any time. If the rug is in the same condition as the time of purchase, we offer full credit for its original purchase price.