Custom order policy

Specification approval

• Custom sizes, colours, shapes and project-specific rugs require approval of the specifications before production begins.
• Before production we confirm dimensions, shape, design, colour direction, construction, material, price and the estimated production timeframe.
• You are responsible for reviewing the specifications carefully, including measurements and colour direction, before approving them.

Handmade tolerances

Because each rug is woven by hand, handmade tolerances and minor visual variations in colour, texture, weave and finished dimensions may occur. These are characteristic of the craft rather than faults.

Changes after production begins

• Changes requested after production begins may not be possible, and where they are possible they may increase cost and extend the production timeframe.
• Any change is confirmed in writing before it is actioned.

Cancellation and final sale

• Custom orders may be cancelled for a full refund only before production begins.
• Custom orders are final sale once production begins.

Damage and defects

Damage in transit, verified manufacturing defects and incorrect fulfilment remain eligible for review and an appropriate remedy on custom orders. Reporting timelines and remedies are set out in our Returns & Exchanges policy.

Start a custom project

Use the custom size request form, or open a trade enquiry for larger projects.